Glossary

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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.

The feedback and expectations from internal employees or departments within an organization.

Providing a seamless, consistent customer experience across all touchpoints such as phone, email, chat, and social media.

A call distribution system that allocates calls evenly to available agents based on pre-set logic (not traffic-aware).

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