Glossary

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  • September 22, 2025
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Hardware

The physical devices and equipment—like servers, computers, and phones—used in a contact center.

  • September 22, 2025
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Historical Data

Information recorded from past events, often used to analyze trends and improve future performance.

  • September 22, 2025
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Hyper-personalized Customer Journeys

Customer experiences that are highly customized using data, designed to match each person’s specific needs, behavior, and preferences.

  • September 22, 2025
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Directed Dialog

A basic voice response system that gives callers limited choices to guide the conversation.

  • September 22, 2025
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Experience Analytics

Analyzing customer interactions across various channels to understand and improve how people experience a brand.

  • September 22, 2025
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DSAT (Dissatisfaction Score)

A metric used to measure customer dissatisfaction after an interaction, typically gathered through post-service surveys. Helps identify areas needing service improvement.

  • September 22, 2025
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Feedback Management

Collecting, analyzing, and acting on customer feedback to improve products, services, and overall satisfaction.

  • September 22, 2025
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Dual Recording

A method that records both agent and customer audio on separate channels, allowing for clearer playback, detailed analysis, and improved quality monitoring in contact centers.

  • September 22, 2025
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Dual Tone Multifrequency (DTMF)

The system behind the beeping tones you hear when pressing keys on a phone—it sends number signals using sound.

  • September 22, 2025
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Dynamic Scheduling

A scheduling method where software adjusts task priorities in real time based on changes or new conditions.