Glossary

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A series of steps required to complete a task, often visualized with a flowchart.

Using AI to automate and optimize business processes with minimal human involvement.

Forecasting the number of full-time equivalents (FTEs) needed based on call volume and agent metrics.

Clearly communicating how customer data is collected, stored, and used throughout the customer journey.

Interfaces that enable human-machine interaction through voice commands, powered by AI technologies.

Any point of interaction between a customer and a business (e.g., calls, website, store visit).

Authentication technology that uses unique vocal features to identify and verify a speaker.

The percentage of calls or chats that are transferred to another agent or department.

A spoken instruction given to a device or AI system to perform a task.

A single cloud-based platform integrating various communication tools accessible from any device, anywhere.

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