Glossary

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The use of analytics to anticipate and prevent customer service issues before they occur.

AI-enabled support that predicts customer needs and offers proactive solutions.

A dialer that displays customer info to the agent before initiating the call, giving time to prepare.

A telecommunications standard that provides multiple voice or data channels over ISDN.

A secure network infrastructure dedicated to a specific organization.

Integrated communication experience across multiple channels such as phone, email, live chat, and social media.

The likelihood that a call will wait in queue instead of being immediately answered.

A sudden spike in call volume beyond typical variations, requiring fast operational adjustments.

Designing and controlling workflows to meet operational goals effectively.

A digital service enabling individuals to interact directly without a centralized intermediary.

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