Glossary

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

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

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

The full experience a customer has when interacting with a business through digital platforms like websites, apps, or email.

Support provided to customers through digital platforms, such as live chat, email, or messaging apps.

The complete journey and impressions a customer has while engaging with a brand through digital means.

Messaging systems that allow agents to talk with customers on their preferred platforms, offering personalized help at scale.

The percentage of customers who continue using a service over a certain period.

Any digital communication between a patient and a healthcare provider, such as via telehealth, patient portals, or secure messages.

An AI-driven virtual assistant that helps customers via text-based interactions.

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