Glossary

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A Gartner report ranking technology vendors as Leaders, Challengers, Visionaries, or Niche Players.

An outsourcing model where services are provided from a nearby country, typically within the same region or time zone, for easier coordination.

A company hired to increase brand awareness, reach target audiences, and drive conversions.

A centralized location for monitoring traffic and managing staffing or resources in a networked contact center to maintain performance.

A contract setting general terms for future transactions between two parties.

Mobile commerce – buying and selling through mobile devices.

A metric showing the average percentage difference between forecasted and actual values.

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

Refers to portable devices like smartphones or tablets.

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