Glossary

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How closely predicted contact volumes match the actual number of calls, chats, or emails received.

A set of communication standards that allows voice, video, and data to be transmitted over telephone lines digitally.

An estimate of how many customer interactions (calls, chats, etc.) a contact center expects during a specific time.

A system that automatically sends incoming calls to the right agent or team based on set rules or data.

The use of game elements like points, badges, and leaderboards to encourage productive behavior and boost engagement among employees.

AI-driven virtual assistants that understand customer questions and provide automatic support through natural conversation.

A method for identifying the difference between the current state and desired goals, then determining the steps needed to close that gap.

The application of generative AI to improve customer experience by creating dynamic, personalized responses and content.

The use of generative AI to automatically generate replies and solutions for customer inquiries, improving speed and personalization.

A list of possible spoken responses programmed into an IVR system to help recognize and respond to user input.

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