Contact centers glossary
Abandonment Call
A call where the customer hangs up before speaking with an agent, often due to long wait times or frustration. High abandonment rates can indicate issues with service or staffing.
Abandonment Rate
The abandonment rate is a key metric in call centers that measures the percentage of inbound calls where the caller hangs up before reaching an agent. This typically occurs when the caller is stuck in a queue or calls outside of business hours.
ACW Call Center
An After Call Work (ACW) call center uses software to simplify the administrative tasks agents handle after a call, known as after-call work (ACW). VitalVox’s interface helps make this process more efficient.
Adaptive Systems
Intelligent technologies in contact centers that adjust in real-time based on data and interactions, improving efficiency and personalizing support.
AI Audio
Audio content created or enhanced using AI technologies, including speech synthesis, voice recognition, and sound generation for various applications.
AI Bias
AI bias refers to unfair outcomes in AI systems due to prejudices in training data, reflecting societal inequalities. In call centers, this can affect customer interactions, service delivery, and trust. Addressing AI bias is essential for fair and effective customer service.
After Call Work (ACW)
After Call Work (ACW) involves administrative tasks like taking notes, tagging, or sending follow-up emails after a customer call. VitalVox simplifies this process by offering a unified interface with helpful integrations.
Agent
An agent is a customer service representative in a call center, handling calls and assisting customers. A virtual agent, on the other hand, is AI-powered, using machine learning and natural language processing to provide automated customer support and assist human agents.
Agent Assist
Agent Assist is AI-driven technology that provides real-time support to customer service agents in contact centers. It helps improve performance by offering live guidance, sentiment analysis, call summaries, recommendations, and performance insights during customer interactions.
Agent Coaching
A structured process in which supervisors provide feedback and targeted training to help agents improve communication, problem-solving skills, and overall job performance, aligning their work with the organization’s service standards.
AI-as-a-Service (AIaaS)
AI-as-a-Service (AIaaS) is a cloud solution that enables call centers to improve customer interactions using AI without high upfront costs. It streamlines operations, enhances efficiency, and automates routine tasks for quicker responses. Additionally, it analyzes customer data for insights and boosts retention by addressing specific needs effectively.
AI Call Center
An AI call center utilizes artificial intelligence technologies to enhance customer service and streamline operations. These systems can automate responses to common inquiries, route calls efficiently, and provide agents with real-time support through data insights. By integrating AI, call centers can improve response times, reduce operational costs, and deliver a more personalized experience for customers, ultimately leading to higher satisfaction rates.
AI Call Tracking
AI Call Tracking uses artificial intelligence to monitor, record, and analyze calls in contact centers, identifying customer sentiment, keywords, and call outcomes. This technology enhances service quality by providing insights into agent performance, call trends, and customer needs, supporting improved decision-making and optimized customer interactions.
AI Chatbot Solutions
AI chatbot solutions are intelligent software programs designed to simulate human conversation through text or voice interactions. These chatbots utilize natural language processing and machine learning to understand user inquiries and provide relevant responses, making them ideal for customer service, support, and engagement. By automating communication, AI chatbots enhance efficiency and improve user experiences across various platforms.
AI Customer Service
AI Customer Service leverages artificial intelligence technologies to enhance interactions and streamline processes. Using chatbots, virtual assistants, and machine learning, businesses provide quick, accurate responses to inquiries. By analyzing customer data, AI enables personalized experiences, reduces wait times, and boosts customer satisfaction.
AI Dubber
An AI dubber is a technology that uses artificial intelligence to automate the process of voice dubbing in multimedia content. By analyzing the original audio and generating synchronized speech in different languages, AI dubbers enable quick and efficient localization of videos, films, and games. This innovation enhances accessibility and expands the audience reach without the need for extensive manual voice recording.
AI Insights
Valuable patterns and information from AI data analysis that help businesses understand customer behavior, optimize strategies, and make informed decisions to stay competitive.
AI Summaries
Concise overviews generated by AI that condense lengthy texts into key points, helping users quickly grasp the core message. They enhance productivity and efficiency in consuming information across articles, reports, and research papers.
AI Ticket Management
AI Ticket Management automates the process of organizing, prioritizing, and resolving customer inquiries in a contact center. Using AI, the system can categorize tickets based on urgency, route them to the appropriate agent, or even resolve simple issues autonomously. This helps streamline support operations, reduces response times, and improves overall efficiency in handling customer requests.
AI Transcription
AI transcription is the process of using artificial intelligence to convert audio recordings into written text. This technology leverages advanced speech recognition algorithms to deliver fast and accurate transcripts from various sources like meetings and interviews. By automating transcription, it saves time and increases productivity for users who need quick access to written content.
AI Virtual Assistant
An intelligent software program that uses AI to perform tasks and support users. These assistants understand natural language, manage schedules, answer queries, and automate routine activities, enhancing productivity while continuously improving through learning from interactions.
AI Voice Assistant
An AI voice assistant is a software application that uses artificial intelligence to understand and respond to voice commands. These assistants can perform various tasks, such as providing information, controlling smart devices, and managing schedules, all through natural language interaction. By continually learning from user preferences, AI voice assistants enhance their capabilities, making them valuable tools for everyday tasks.
AI Voice Detector
AI Voice Detector technology identifies and analyzes voice patterns in real-time within call and contact centers. It can be used to authenticate callers, detect emotions, or flag specific language for compliance and quality purposes. This enhances security, improves customer interactions, and provides valuable insights into customer sentiment during calls.
AI Voice Over
AI-generated human-like speech used in contact centers to convert text into speech for automated customer interactions. Common in IVR systems, they enhance efficiency, provide a more natural experience, and reduce reliance on human agents for repetitive tasks.
Automated Call Distributor
AI voice overs refer to the use An automated call distributor (ACD) system routes incoming calls to the right agents by matching customer needs with agent skills and availability. It helps organize high call volumes into a manageable queue, customized to fit specific preferences.
Automated Customer Service
Automated customer service reduces redundancy, errors, and wait times by using tools like scripted responses, IVR menus, and automated ticket creation. It streamlines support while improving efficiency.
Automatic Call Distribution (ACD)
An Automatic Call Distribution (ACD) system efficiently routes incoming calls to the appropriate department or agent. It uses company-defined rules to streamline call handling, reduce wait times, and prioritize agents when needed.
Automatic Callback
Automatic callback is a feature in contact centers that allows customers to request a return call when an agent becomes available, rather than waiting on hold. This technology enhances the customer experience by reducing wait times and providing flexibility, as customers can specify a convenient time for the callback. By streamlining the communication process, automatic callback helps maintain customer satisfaction while optimizing agent productivity.
Automatic Number Identification (ANI)
A telecommunications tool that identifies a caller’s phone number, primarily used in contact centers for automatic call distribution (ACD). ANI helps recognize callers, track toll-free calls, and deliver personalized service.
Automatic Speech Recognition (ASR)
Agent Assist is AI-driven technology that provides real-time support to customer service agents in contact centers. It helps improve performance by offering live guidance, sentiment analysis, call summaries, recommendations, and performance insights during customer interactions.
Auto Attendant (Google Voice)
A Google Voice feature that automatically answers calls and directs callers to the appropriate department based on their input. In contact centers, it streamlines call routing, reduces the need for live agents, and provides a customizable menu, enhancing efficiency and improving customer experience.
Auto Attendant Software
An auto attendant in Google Auto attendant software, or virtual receptionist, automatically directs calls to the correct department or agent using company-defined rules. It works alongside IVR systems, allowing callers to navigate menus via keypad or voice commands.
Auto Dialer
A technology that automates outbound calling in contact centers by dialing multiple numbers sequentially and connecting agents only when a call is answered. Features often include call scripting, reporting, and CRM integration, allowing agents to focus on conversations rather than dialing.
Average Speed of Answer
Average Speed of Answer (ASA) measures the time it takes for a call center to respond to customer calls or messages, factoring in hold and queue times but excluding IVR and call routing durations. Monitoring ASA helps call centers assess staffing levels, evaluate IVR efficiency, and understand agent performance, ultimately aiming for quicker response times to reduce call abandonment.
Behavioral Analytics
The use of AI to analyze customer behavior patterns to improve service and anticipate needs in contact centers.
Biometric Authentication
Security process using biological characteristics (like voice or face) to verify user identity.
Blended Agent
An agent who handles both inbound and outbound calls or tasks, often assisted by AI for smoother multitasking.
Block Listed Numbers
Numbers flagged and restricted by the contact center, usually due to suspected fraud or spam.
Bot Training
The process of teaching AI bots to handle customer interactions by training them with data and customer scenarios.
Bots-as-a-Service (BaaS)
A cloud-based service that allows companies to deploy and manage AI chatbots without in-house infrastructure.
Bot Orchestration
Coordination of multiple bots to handle different aspects of customer interaction for seamless service.
Branded Bot Personality
Customizing a bot’s tone, language, and personality to align with a brand’s identity and values.
Bring Your Own Device (BYOD)
Policy allowing agents to use their personal devices for work, often requiring advanced security protocols.
Business Continuity Planning (BCP)
Preparing processes and protocols to maintain operations during emergencies or disruptions.
Business Process Automation (BPA)
Preparing processes and protocols to maintain operations during emerUse of AI and technology to automate repetitive business processes in the contact center.
Business Process Outsourcing (BPO)
Contracting of contact center functions to third-party providers, often using AI to improve efficiency.
Bot Deflection
Strategy to reduce the number of interactions needing human intervention by using bots to handle simple queries.
Business Continuity Planning (BCP)
Preparing processes and protocols to maintain operations during emergencies or disruptions.
Big Data
Large, complex datasets collected in contact centers, analyzed to improve service and understand customer trends.
Call Analytics
Analysis of call data to gain insights into customer behavior, trends, and agent performance.
Call Deflection
Strategy to reroute customers from voice calls to other channels like chatbots or self-service portals, often reducing call volume.
Call Intent Prediction
AI-driven identification of the likely purpose of a customer’s call, allowing for more accurate routing and faster resolution.
Call Recording
Capturing audio from customer calls for quality control, training, and compliance, often analyzed with AI for insights..
Call Routing
AI-enabled process of directing calls to the appropriate agent or department based on customer need, profile, or intent.
Chatbot
An AI-driven tool that handles text-based interactions with customers, answering questions and resolving simple issues autonomously.
Chat Sentiment Analysis
AI-based assessment of a customer’s emotions or attitude during a chat, aiding agents in better handling sensitive interactions.
Customer Churn Prediction
Using AI to analyze data and predict which customers are likely to stop using a service, helping prevent churn with targeted interventions.
Customer Engagement
Strategies and technologies, often AI-driven, designed to foster meaningful interactions and strengthen customer relationships.
Customer Experience (CX)
Overall perception customers have of a brand or service, with AI used to personalize and improve the experience.
Customer Journey Mapping
Visualization and analysis of every step a customer takes with a brand, enhanced by AI insights to improve touchpoints.
Customer Satisfaction (CSAT) Score
Metric indicating customer happiness, often measured through surveys and analyzed with AI for trends and improvement areas.
Customer Segmentation
Categorizing customers based on shared characteristics, with AI helping tailor interactions for different segments.
Conversational AI
AI technologies (like chatbots and voice assistants) that engage customers in human-like dialogue, handling queries and guiding interactions.
Contextual Routing
Advanced AI-based call routing that takes into account the customer’s history and current issue for efficient service allocation.
Data-Driven Routing
AI-based call routing that uses customer data and preferences to direct calls to the best agent or service option.
Decision Analytics
Analytics tools that help contact centers make data-driven decisions, optimizing workflows and improving customer service.
Deep Learning
A subset of machine learning using neural networks to analyze large data sets, enhancing AI capabilities in voice recognition and natural language processing.
Dialed Number (DN)
The specific phone number dialed by the caller, which helps contact centers route calls effectively based on intended services.
Dialed Number Identification Service (DNIS)
A service identifying the number a caller dialed, helping contact centers manage multiple services or clients on the same system.
Dialing Plans
Configurations that determine the sequence and structure of outbound calls, supporting efficient call distribution in contact centers.
Direct Inward Dialing (DID)
A service allowing calls to bypass a receptionist and go directly to an extension, commonly used for personalized caller routing.
Disposition
The outcome or status assigned to a call after it ends (e.g., resolved, follow-up required), used to track and manage call handling efficiency.
Do Not Call Registry
A list of numbers that telemarketers must avoid calling, helping contact centers stay compliant with telemarketing regulations.
Do Not Disturb (DND)
A feature allowing agents to pause call reception temporarily, helping manage workload or breaks without interruptions.
Dual-Tone Multi-Frequency (DTMF)
The signal generated by pressing buttons on a phone keypad, enabling IVR systems to detect customer inputs during calls.
Dynamic Call Routing
Real-time call routing that adapts based on current conditions, such as agent availability or caller information, for optimal efficiency.
Dynamic IVR
An IVR system that adjusts menus and responses based on caller history and context, improving personalization and service.
Dynamic Scripting
AI-driven call scripts that adapt in real time to the conversation’s flow, assisting agents in handling various customer inquiries effectively.
Dumb Switch
A basic call switch that lacks advanced features like data processing, typically only routing calls without AI or analytic functions.
Dynamic Caller ID
Technology that changes the displayed caller ID based on the recipient’s location or context, enhancing local reach and response rates.
Digital Agent
An AI-powered virtual assistant capable of handling calls, providing answers, and directing queries, simulating a live agent interaction.
Echo Cancellation AI
AI-driven voice processing technology that removes background echoes during calls, enhancing call clarity in VoIP and contact centers.
Emotional AI (Affective Computing)
AI technology that detects and analyzes emotions from speech and text, helping call centers assess customer sentiment and agent performance.
Employee Engagement AI
AI-driven tools that monitor agent interactions and provide insights on engagement, productivity, and well-being to enhance workplace morale.
End-to-End Encryption (E2EE)
AI-powered security encryption method that ensures customer and agent call data remains private and protected during transmissions.
Engagement Scoring AI
AI-based analysis that calculates agent and customer engagement levels based on call interactions, chat responses, and behavior analytics.
Escalation Management AI
AI-assisted workflow automation that routes complex or unresolved issues to senior agents or supervisors based on urgency and priority.
Estimated Wait Time (EWT) Prediction AI
AI-powered prediction models that calculate and display estimated wait times for customers in call queues.
Event-Based Automation AI
AI-driven automation that triggers specific actions based on real-time customer interactions, such as sending follow-up emails or routing calls.
Experience Personalization AI
AI-powered customer experience optimization that personalizes interactions based on past behaviors, preferences, and sentiment analysis.
Expert Agent Routing AI
AI-driven call routing system that directs customer calls to the most qualified agent based on skills, past interactions, and issue complexity.
Facial Recognition AI
AI-powered biometric technology that authenticates users by analyzing facial features, enhancing security in customer verification.
Feedback Analysis AI
AI-driven technology that analyzes customer feedback from surveys, reviews, and call transcripts to improve service quality and customer satisfaction.
First Call Resolution (FCR) AI
AI-powered real-time monitoring and analysis tool that helps contact centers reduce repeat calls by improving first-call resolutions.
Fraud Detection AI
AI-based security technology that detects fraudulent activities, such as spoofed calls, identity theft, and suspicious call behaviors.
Free-Text Speech Recognition
AI-driven speech-to-text conversion technology that allows customers to interact with IVR systems using natural, open-ended speech.
Frontline AI Coaching
AI-powered real-time coaching assistant that provides live feedback to agents during calls, improving response accuracy and compliance.
Full-Duplex AI Voice Processing
AI-enhanced real-time speech transmission technology that allows both customers and agents to speak simultaneously without interruptions.
Fuzzy Matching AI
AI-powered text and speech matching algorithm that helps detect misspellings, partial matches, or variations in customer queries for better search and chatbot responses.
Forecasting AI
AI-driven predictive analytics tool that estimates call volumes, staffing needs, and customer demand trends for optimized workforce planning.
Fraud Prevention AI
AI-assisted call monitoring and identity verification system that prevents fraudulent activities in call centers, such as account takeovers and unauthorized transactions.
Gamification AI
AI-driven performance management system that uses game-like elements (such as rewards, leaderboards, and challenges) to boost agent motivation and engagement in contact centers.
Generative AI for Contact Centers
AI technology that creates dynamic responses for chatbots, emails, and scripts, improving customer service automation and reducing agent workload.
Global Call Routing AI
AI-based intelligent call distribution system that routes calls across multiple geographic locations based on agent availability, language, and time zones.
Grammar Correction AI
AI-powered real-time grammar and tone analysis tool that enhances written communication in emails, chat responses, and support tickets.
Guided Agent Assistance
AI-driven real-time coaching tool that provides agents with suggested responses, compliance reminders, and knowledge base recommendations during live customer interactions.
Generative Speech AI
AI-powered voice synthesis technology that creates realistic human-like voices for IVR systems, virtual agents, and automated outbound calls.
Gesture Recognition AI
AI-enhanced gesture-based interaction system that allows users to control customer service kiosks or voice assistants through hand or facial gestures.
Geolocation-Based Call Routing
AI-powered call distribution system that routes inbound calls to the nearest available agent or service center based on the caller’s geographic location.
Ghost Calls Detection AI
AI-driven security system that detects and blocks ghost calls (unauthorized VoIP calls from hackers attempting to infiltrate a network).
Goal-Based AI Training
AI-powered learning and development tool that customizes training programs for agents based on their strengths, weaknesses, and performance trends.
Handwriting Recognition AI
AI-driven optical character recognition (OCR) technology that converts handwritten notes into digital text, improving data entry in customer service.
Help Desk AI
AI-powered automated support system that manages customer inquiries, ticketing, and self-service solutions using chatbots and virtual assistants.
High-Volume Call Handling AI
AI-enhanced call distribution system that manages and optimizes large call volumes by prioritizing urgent queries and routing them efficiently.
Human-in-the-Loop AI
AI-assisted customer support model where AI automates routine tasks, while human agents handle complex inquiries that require emotional intelligence and decision-making.
Hybrid AI Chatbots
AI-powered customer service bots that blend rule-based automation with machine learning, allowing bots to escalate interactions to human agents when necessary.
Hyper-Personalization AI
AI-driven customer engagement technology that tailors interactions, recommendations, and support responses based on individual preferences and past behavior.
Handoff AI (AI-to-Agent Handoff)
AI-enabled seamless transition process where AI chatbots or IVR systems transfer complex queries to live agents with full conversation history.
Human Sentiment Detection AI
AI-based emotion recognition technology that analyzes customer tone, speech patterns, and sentiment to guide agent responses.
Hotword Detection AI
AI-enhanced voice recognition system that listens for specific trigger words to activate automated processes in customer interactions.
Historical Data Analysis AI
AI-powered data analytics tool that examines past customer interactions to predict future trends and optimize call center strategies.
Identity Verification AI
AI-powered security system that authenticates customers using biometrics, voice recognition, or behavioral analysis to prevent fraud in contact centers.
Idle Time Analysis AI
AI-driven workforce optimization tool that tracks agent inactivity periods and suggests productivity improvements.
Image Recognition AI
AI-based computer vision technology that enables customer support teams to analyze and interpret images sent by customers for troubleshooting and issue resolution.
Impact-Based Call Routing
AI-powered intelligent call distribution system that prioritizes customer calls based on urgency, sentiment, and predicted impact on business outcomes.
Inbound Call AI Routing
AI-enhanced call handling technology that directs incoming calls to the most appropriate agent based on skills, sentiment, and past interactions.
Intelligent Call Analytics
AI-driven real-time analysis of call data to extract insights on customer behavior, agent performance, and operational efficiency.
Intelligent Chatbots
AI-powered virtual assistants that use natural language processing (NLP) to handle customer queries, reducing the need for human intervention.
Interactive Voice AI (IVA)
AI-enhanced voice response system that interacts with customers in a human-like manner, offering support through voice recognition and conversational AI.
Intent Recognition AI
AI-driven machine learning model that identifies the intent behind customer queries to provide accurate and relevant responses.
Issue Prediction AI
AI-powered predictive analytics tool that detects potential service issues or complaints based on historical data and customer sentiment analysis.
Job-Based Call Routing AI
AI-powered call distribution system that routes customer inquiries to the most qualified agent based on job role, expertise, or department.
Journey Analytics AI
AI-driven customer behavior analysis tool that tracks and predicts customer interactions across multiple channels to improve engagement strategies.
Just-in-Time Agent Training AI
AI-powered real-time coaching system that provides agents with instant feedback, performance insights, and learning materials based on live interactions.
Just-in-Time Call Predictions
AI-enhanced predictive analytics tool that forecasts call volume spikes and adjusts staffing or routing accordingly.
Just-in-Time Resolution AI
AI-driven automated response system that suggests immediate solutions for customer queries based on historical data and past resolutions.
Keyphrase Extraction AI
AI-powered natural language processing (NLP) tool that identifies important keywords and phrases from customer interactions for sentiment analysis and knowledge base improvements.
Key Performance Indicator (KPI) Tracking AI
AI-driven analytics system that monitors and evaluates agent performance, customer satisfaction, and operational efficiency in real time.
Keyword Spotting AI
AI-based speech analytics tool that detects specific keywords and phrases in customer calls, helping supervisors identify trends, compliance issues, and customer needs.
Knowledge Base AI
AI-enhanced self-service knowledge system that dynamically updates and retrieves relevant information for customers and agents to improve resolution times.
Knowledge Graph AI
AI-powered data mapping technology that connects and structures information from various sources, enabling more accurate chatbot and virtual assistant responses.
Knowledge Management AI
AI-driven content management system that organizes and retrieves data efficiently, providing instant answers to customer queries and assisting agents with relevant information.
Knowledge Mining AI
AI-assisted data extraction system that scans historical customer interactions, tickets, and documents to identify insights for improving customer support.
Knowledge-Based Chatbot
AI-powered virtual assistant that uses a structured knowledge base to provide automated responses to customer inquiries.
Latency Optimization AI
AI-powered network monitoring tool that reduces call lag and improves real-time communication quality in VoIP systems.
Lead Qualification AI
AI-driven lead scoring system that analyzes customer interactions to determine potential sales opportunities and prioritize high-value leads.
Lead Routing AI
AI-powered intelligent call distribution system that directs leads to the most appropriate sales or support agents based on behavior, past interactions, and real-time intent.
Live Chat AI
AI-enhanced real-time customer chat solution that automates responses, suggests replies to agents, and learns from interactions for improved accuracy.
Live Call Monitoring AI
AI-driven real-time call listening system that allows supervisors to monitor calls, assess agent performance, and intervene when necessary.
Live Sentiment Analysis AI
AI-powered emotion detection system that evaluates customer tone and speech patterns during live interactions to improve agent responses.
Load Balancing AI
AI-enhanced traffic distribution tool that optimizes server and network loads to ensure stable VoIP and call center performance.
Log Analysis AI
AI-driven data monitoring tool that examines system logs to detect errors, optimize call workflows, and enhance security in contact centers.
Lost Call Recovery AI
AI-powered callback automation system that detects missed calls and initiates automatic follow-ups to improve customer retention.
Low-Code AI Automation
AI-driven workflow automation platform that allows contact centers to build custom customer service solutions with minimal coding.
Machine Learning Call Analytics
AI-powered analytics system that learns from past call data to optimize customer interactions, predict trends, and improve agent performance.
Manual Dialing vs. AI Dialing
A comparison between traditional manual call dialing and AI-powered auto-dialers that optimize call connections, reduce wait times, and increase efficiency.
Multi-Channel AI Integration
AI-driven customer engagement system that allows seamless communication across multiple channels (phone, chat, email, social media) with unified data management.
Multilingual AI Chatbots
AI-powered virtual assistants capable of understanding and responding in multiple languages, improving global customer support.
Multi-Skill AI Routing
AI-enhanced call distribution system that assigns incoming queries to agents based on their expertise, past performance, and customer needs.
Mood Detection AI
AI-powered sentiment analysis technology that detects customer emotions based on voice tone, speech patterns, and language usage.
Message Filtering AI
AI-driven content moderation system that filters spam, inappropriate language, and irrelevant queries in chatbots and email interactions.
Missed Call Automation AI
AI-powered follow-up system that detects unanswered calls and triggers automated callbacks, messages, or emails to reconnect with customers.
Mobile Call Center AI
AI-driven cloud-based contact center solution that enables customer service agents to handle calls and messages via mobile apps.
Natural Language Processing (NLP)
AI-powered technology that enables machines to understand, interpret, and respond to human language, improving chatbots, IVR, and speech recognition in contact centers.
Natural Language Understanding (NLU)
A subset of NLP that helps AI comprehend customer intent and sentiment, allowing more intelligent and context-aware responses in automated customer support.
Neural Network AI
A deep learning model that mimics human brain functions to improve speech recognition, voice analytics, and predictive customer behavior analysis in call centers.
Next-Best-Action (NBA) AI
AI-driven recommendation engine that suggests the most appropriate response or action for agents based on real-time customer interactions.
Noise Cancellation AI
AI-enhanced technology that removes background noise from voice calls, improving call quality for agents and customers in busy environments.
Non-Voice Support AI
AI-driven customer service solutions that handle email, chat, and social media interactions through automation and machine learning.
Notification AI
AI-powered automated notifications and alerts that keep customers informed about support updates, service changes, and scheduled callbacks.
Number Masking AI
A security feature that uses AI to hide or anonymize phone numbers during calls to protect customer and agent privacy.
Number Portability AI
AI-automated process that facilitates the seamless transfer of phone numbers between service providers without service interruptions.
NPS (Net Promoter Score) Analysis AI
AI-powered analysis of customer survey data to measure satisfaction and predict brand loyalty in contact centers.
Omnichannel Cloud Contact Center
A customer service function that integrates AI-driven communication channels for inbound and outbound calls, allowing seamless customer interactions across voice, chat, email, and social media.
Omnichannel Customer Service
AI-powered customer support across multiple communication channels, allowing customers to switch between voice, chat, email, and social media without losing conversation history.
Omnichannel Routing
AI-driven call and message routing system that directs customer inquiries to the most appropriate agent or department, optimizing response time and resolution rates.
Online Call Center Software
AI-powered cloud-based call center software that enables VoIP customer support via a browser or app, offering integrations, automation, and real-time analytics.
Online Chat
AI-enhanced live chat functionality that allows customers to interact with agents or AI chatbots via web-based messaging platforms.
Online Customer Service
AI-assisted digital support solutions that provide real-time assistance through chatbots, virtual assistants, and automated workflows.
Online User Portal
An AI-optimized self-service dashboard where customers can manage their account settings, view call history, and access support resources.
Online Support
AI-powered help desk and troubleshooting systems that assist customers via self-service portals, chatbots, and ticketing systems.
Open Ticket
An AI-managed support ticket that remains unresolved, tracked through automated workflows to ensure follow-ups and timely resolution.
Outbound Call
A call initiated by an agent to a customer, often used in sales, customer follow-ups, and proactive service engagement.
Outbound Call Center
An AI-assisted contact center focused on making outbound calls, often used for sales, surveys, and proactive customer support.
Outbound Call Center Software
AI-driven automation software that streamlines outbound dialing, call logging, CRM integrations, and analytics to improve agent productivity.
Outbound Contact Center
A call center specialized in initiating calls for sales, lead generation, and customer outreach, using AI-based dialing strategies for efficiency.
Outbound IVR (Interactive Voice Response)
AI-powered IVR technology used for automated outbound communication, delivering personalized messages via calls, SMS, and social media.
Outsourced Customer Service
AI-integrated third-party customer support services that handle high call volumes using automation and virtual assistants.
Private Automatic Branch eXchange (PABX)
A traditional phone system that automatically manages internal and external communications using analog technology, allowing features such as call transfers, call queues, and recording.
PBX Line
A wired business phone system with an on-premise PBX server, connecting calls via an automated telephone exchange rather than the internet.
PBX Phone System
A private telephone network used within a company, enabling internal call routing and external communication via the PSTN (Public Switched Telephone Network).
PBX VoIP
A hybrid PBX system that integrates VoIP (Voice over IP) with traditional telephony, routing calls over internet networks while still allowing PSTN connections.
Partner Addresses
AI-driven contact data management that helps businesses organize and update partner or client addresses for efficient call routing and CRM integration.
Phone Dialers
AI-powered automated dialing solutions that help contact center agents connect with customers efficiently, minimizing manual dialing time.
Phone Tag
AI-enabled missed call tracking and callback automation, ensuring customers are promptly reconnected without unnecessary delays.
Phone Ticketing
AI-based ticketing system integration that allows customer support teams to log, track, and manage service requests directly from phone interactions.
Platform as a Service (PaaS)
A cloud computing model that provides a digital infrastructure for developing, managing, and deploying AI-driven contact center applications without needing on-premise hardware.
Power Dialer
AI-enhanced progressive dialing software that sequentially calls numbers from a preloaded list, increasing agent efficiency by reducing idle time.
Predictive Dialer
AI-powered call automation tool that predicts agent availability and automatically dials multiple numbers simultaneously, directing answered calls to live agents.
Pre-Answer
AI-based greeting or music playback system that engages callers before an agent picks up, reducing perceived wait times.
Preview Dialer
AI-assisted dialing system that provides agents with customer details before initiating a call, allowing for more personalized interactions.
Progressive Dialer
AI-driven automated dialing system that dials numbers sequentially after an agent becomes available, balancing efficiency and customer engagement.
Q & A Extensions
AI-driven knowledge base extensions that help agents quickly retrieve answers to frequently asked questions during customer interactions.
Quality Assurance Program (QA Program)
AI-powered systems that analyze agent performance, customer interactions, and compliance to ensure consistent service quality.
Quality of Service for VoIP (QoS VoIP)
AI-based network optimization that prioritizes voice traffic over other internet activities to enhance call clarity and reduce latency.
Quality of Service (QoS)
AI-enhanced traffic management technology that ensures VoIP calls maintain high-quality audio without interruptions or delays.
Queue Call Barge
AI-assisted call monitoring feature that allows supervisors to join live calls in progress for real-time support and intervention.
Queue Call Recording
AI-powered call recording system that automatically captures and transcribes customer conversations for compliance, training, and analytics.
Queue Call Spy
AI-enabled silent call monitoring that allows supervisors to listen in on live calls without alerting the agent or caller, ensuring quality assurance.
Queue Call Whisper
AI-driven coaching tool that lets supervisors speak to agents during live calls without the customer hearing, providing real-time guidance
Query Intent Recognition
AI-powered system that analyzes customer queries and detects intent, ensuring faster and more accurate responses.
Queue Optimization (AI-Based Call Queuing)
AI-driven call management system that dynamically prioritizes and routes queued calls based on sentiment, urgency, or historical data.
Real-Time Agent Assist
AI-powered assistance that provides agents with real-time coaching, suggestions, and knowledge base articles during live customer interactions.
Real-Time Analytics
AI-driven analytics that monitors and analyzes customer interactions live, providing insights into sentiment, call quality, and agent performance.
Real-Time Call Monitoring
AI-enabled monitoring that allows supervisors to listen to live calls and receive alerts about potential issues, such as compliance violations or customer frustration.
Real-Time Sentiment Analysis
AI-powered technology that analyzes customer tone, emotion, and speech patterns during live calls to determine their sentiment.
Response Automation
AI-driven automated responses to customer inquiries, commonly used in chatbots, email replies, and virtual assistants.
Robotic Process Automation (RPA)
AI-driven automation that handles repetitive tasks such as call logging, data entry, and ticket creation without human intervention.
Routing Optimization (AI-Based Call Routing)
AI-powered call distribution system that routes customer calls to the most suitable agent based on factors like expertise, sentiment, and past interactions.
Real-Time Speech Analytics (RTSA)
AI technology that analyzes spoken language during live calls to detect keywords, compliance risks, and customer intent.
Repetitive Task Automation
AI-driven automation of routine tasks such as call summaries, CRM updates, and scheduling follow-ups to improve efficiency.
Speech Analytics
The process of using AI and machine learning to analyze recorded calls, extracting insights such as customer sentiment, agent performance, and compliance issues.
Sentiment Analysis
An AI-driven technique that evaluates customer emotions during interactions by analyzing voice tone, word choice, and text-based conversations.
Smart Interactive Voice Response (IRV
A predefined goal or benchmark set for agents or call center operations, such as average resolution time, customer satisfaction scores, or service-level agreements (SLAs).
Speech-to-Text (STT)
An AI technology that converts spoken words into written text, allowing for call transcription, analysis, and automated responses.
Smart Call Routing
AI-driven technology that automatically directs calls to the most appropriate agent based on customer history, sentiment, or real-time data.
Supervisor AI
An AI tool that monitors live calls and provides real-time coaching and recommendations to agents during conversations.
Speech Recognition AI
An advanced AI system that understands and processes human speech, enabling voice-based interactions, transcription, and real-time agent assistance.
Smart Bots (AI Chatbots & Voicebots)
AI-powered virtual assistants that handle customer inquiries via text or voice without human intervention.
Service Automation
The use of AI to automate repetitive customer service tasks, such as answering FAQs, processing support tickets, and handling basic troubleshooting.
T1
A high-quality data and phone communication transmission service that connects customers with an internet or telecom provider. Though once widely used, T1 is rapidly being replaced by fiber, cable, and DSL connections.
Talk Time
The total duration a contact spends speaking with an agent, including hold time, conferences, and both inbound and outbound call handling. It excludes after-call work and idle time.
Target
A predefined goal or benchmark set for agents or call center operations, such as average resolution time, customer satisfaction scores, or service-level agreements (SLAs).
Technical Support
A service provided by companies to assist customers with technical issues, troubleshooting, and product-related queries via phone, chat, email, or remote support tools.
Tel Link Protocol
A communication protocol that enables linking telephony systems with external platforms, ensuring seamless data transfer between systems like VoIP, PBX, and CRM integrations.
Telemarketing Software
A tool that automates and optimizes outbound calling campaigns, including features such as predictive dialing, call tracking, and lead management.
Text-to-Speech (TTS)
A voice processing system that uses speech synthesis to convert written text into spoken words, commonly used in IVR (Interactive Voice Response) and accessibility applications.
Ticket Deflection
A strategy used to reduce the number of customer support tickets by providing self-service solutions such as FAQs, chatbots, and knowledge bases before customers submit a request.
Ticket Detail
The complete set of information associated with a support ticket, including customer inquiries, timestamps, agent responses, and status updates.
Ticket ID
A unique identification number assigned to each support ticket, allowing easy tracking and reference throughout its lifecycle.
Unified Communications and Collaboration (UC&C)
A system that integrates communication tools like VoIP, video conferencing, messaging, and file sharing into a single platform. It enhances team collaboration by providing a seamless user experience across different devices and locations.
Unified Communications as a Service (UCaaS)
A cloud-based model for unified communications where a service provider hosts and manages the infrastructure. Businesses access features like VoIP, video conferencing, and team messaging over the internet, reducing IT maintenance and improving scalability.
User Datagram Protocol (UDP)
A communication protocol used in VoIP for fast, low-latency data transmission. Unlike TCP, UDP does not require acknowledgment of data packets, making it ideal for real-time audio and video calls, even if some data packets are lost.
Unified Communications
A framework that integrates various communication methods—such as voice, video, chat, email, and file sharing—into a single, easy-to-use system, enhancing business communication and collaboration.
Unified Endpoint Management (UEM)
A security and management approach that centralizes control of all devices in an organization, including smartphones, tablets, desktops, and VoIP phones. It ensures security, compliance, and streamlined IT management.
Unified Messaging (UM)
A system that consolidates different messaging formats—voicemail, email, fax, and SMS—into a single inbox, allowing users to access and manage messages from one platform, improving efficiency.
Uninterruptible Power Supply (UPS)
A backup power device that protects VoIP systems and network hardware from power outages and surges. A UPS ensures uninterrupted communication in case of an electrical failure, preventing downtime and data loss.
Virtual Call Center
A remote service model providing complete call center functions without a centralized location. Agents use cloud-based technology and VoIP to handle inquiries, enhancing flexibility and scalability for businesses with a diverse, global workforce.
Virtual Call Center Software
Software enabling customer support through VoIP technology, allowing businesses to create a fully functional call center environment with existing devices. It offers cost savings, staffing flexibility, and the ability to quickly scale operations.
Virtual Number
A phone number not linked to a specific line, used in contact centers to route calls via VoIP. This enables a local or international presence without physical locations, improving customer service and operational efficiency.
Virtual Hold
A call management feature that allows callers to maintain their queue position without being on the line. Customers can opt for a callback when an agent is available, reducing frustration and optimizing call center efficiency.
Virtual Hold Technology (VHT)
A system enabling customers to hang up while holding their place in the queue, receiving a callback when available. This technology minimizes wait times and enhances overall operational efficiency.
Wait Time Analysis
AI-driven tracking of customer wait times to identify bottlenecks and improve call response efficiency, enhancing customer satisfaction. This analysis helps reduce abandonment rates by addressing delays proactively.
Wake Word Detection
AI-driven tracking of customer wAI technology that activates a voice response system upon recognizing a specific “wake word” (e.g., “Hello” or “Agent”), ensuring prompt service. It is essential for enabling hands-free interaction and responsive voice-based assistance.
Warm Calling
A follow-up call made after prior contact, aiming to engage a lead who has shown interest. This approach improves customer engagement by creating familiarity and maintaining momentum in conversations.
Warm Leads
Prospective customers who have previously shown interest in a service, making them more likely to respond positively to follow-ups. These leads are prioritized in campaigns due to their higher conversion potential.
Warm Transfer
The transfer of a call to another agent, with essential context provided to ensure a seamless handoff and a smooth customer experience. This approach minimizes customer frustration by avoiding repetitive explanations.
Warm Transfer Intelligence
AI-driven analysis that provides agents with caller context during warm transfers, helping the receiving agent assist efficiently. It allows for a more personalized experience by understanding caller history and intent.
Web Analytics
Tools and metrics that analyze website interactions to gain insights into customer behavior and optimize engagement. This data enables call centers to tailor digital strategies and improve user experience.
Web Chat
A live chat feature on a website that allows customers to interact with live agents or AI for real-time responses. Web chat enhances accessibility and provides instant support, reducing wait times for customers.
Web Conference
Virtual meetings over the internet, enabling agents, teams, or customers to communicate using video, audio, and screen sharing. Web conferences are essential for team collaboration and remote customer support.
Web Real-Time Communication (WebRTC)
Technology supporting real-time voice and video interactions directly over the web, allowing for seamless communication without plugins. WebRTC is commonly used in web-based support to provide instant voice and video assistance.
xtensible Messaging and Presence Protocol
A communication protocol used for instant messaging, presence detection, and VoIP signaling. It enables real-time communication between devices and is sometimes integrated into VoIP systems for chat and presence features.
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Zero Trust Network Access (ZTNA)
A security framework ensuring only authenticated, authorized users can access specific network resources. Operating on a “never trust, always verify” principle, ZTNA enhances data protection and reduces breach risks, especially for remote work handling sensitive customer information.
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