Glossary

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A real-time text communication tool accessible via web browsers.

Allows customers to initiate voice calls from a website via VoIP technology. Also known as click-to-call.

The planning, forecasting, scheduling, and monitoring of employee activities in a contact center to meet service goals efficiently.

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

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

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

The use of AI to power voice-based customer interactions, enhancing engagement through automation.

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).

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