Glossary

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  • September 22, 2025
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Forecasted Volume

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

  • September 22, 2025
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Intelligent Call Router (ICR)

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

  • September 22, 2025
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Echo Cancellation

Technology used to reduce or eliminate echo on a voice call, improving clarity for better speech recognition and understanding.

  • September 22, 2025
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Ecommerce Customer Experience Software

Tools that help online stores personalize shopping, understand customer behavior, and provide support to improve the buying experience.

  • September 22, 2025
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Education Customer Experience

The full experience that students, applicants, or faculty have with an educational institution—how they communicate, access services, and get support.

  • September 22, 2025
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Education Customer Experience Solutions

Platforms and tools that help schools and universities improve student engagement, communication, and support throughout the learning process.

  • September 22, 2025
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Education Technology (EdTech)

Digital tools and systems that support teaching and learning, helping students and educators achieve better results.

  • September 22, 2025
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Emotion Detection

Technology that identifies human emotions by analyzing tone, facial expressions, voice, and other cues.

  • September 22, 2025
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Emotion Detection in Voice AI

AI that listens to how someone speaks—tone, speed, and emotion—to detect how they’re feeling during a call.