Glossary

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A unit for measuring performance, such as average handling time or call resolution rate.

Refers to portable devices like smartphones or tablets.

Voice-controlled technology used on mobile devices.

The process of reviewing agent interactions for quality and consistency.

A data-routing technique that speeds up and improves network traffic flow.

Customer service offered in multiple languages to meet diverse customer needs.

Combining different content formats like text, video, and audio for communication.

A software structure that allows multiple clients (tenants) to securely share the same system.

The total revenue or profit a company expects to earn from a customer over the entire relationship.

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