Glossary

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  • September 22, 2025
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Wrap-Up Time

The time spent by agents completing post-call documentation or tasks related to the customer interaction.

  • September 22, 2025
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Voice to text

A technology that converts spoken language into written text in real time. Commonly used in contact centers, it helps transcribe customer calls for analysis, documentation, or automation purposes.

  • September 22, 2025
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X Complaint

A post on X expressing dissatisfaction with a product or service.

  • September 22, 2025
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Username

A unique identifier used by a person to access computer systems or online accounts.

  • September 22, 2025
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Utterance

A single piece of speech or text sent to a conversational AI system, such as a command or question.

  • September 22, 2025
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Value Realization Services

Consulting and support services that help organizations identify, measure, and capture value from their technology and business investments.

  • September 22, 2025
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Videoconferencing

A communication method using video and audio links between people in different locations.

  • September 22, 2025
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Viral

Describes media content—like videos or ads—that spread rapidly across the internet.

  • September 22, 2025
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Virtual Contact Center

Similar to a virtual call center, but supports multiple digital and voice channels, not just phones.

  • September 22, 2025
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Virtual Currency

Digital tokens or points used in gamification systems as part of rewards or incentive programs.