Glossary

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

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

How involved, motivated, and connected employees feel with their work and the organization.

A digital assistant that supports customer service teams in delivering smoother, personalized experiences.

A program that automatically dials phone numbers, reducing the need for manual calling.

Tactics companies use to protect customer data while still delivering personalized service.

Software built for public agencies to improve how they serve citizens and manage interactions.

Comprehensive tools and strategies used to upgrade how customers experience a brand.

A unit that measures how loud a sound is.

An incoming call from a customer that is waiting in a queue until an agent becomes available.

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