Glossary

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  • September 22, 2025
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Touchpoint

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

  • September 22, 2025
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Voice Biometrics

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

  • September 22, 2025
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Transfer Rate

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

  • September 22, 2025
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Voice Command

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

  • September 22, 2025
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Unified Communications Cloud

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

  • September 22, 2025
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Unified CX Across Channels

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

  • September 22, 2025
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Uniform Call Distributor (UCD)

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

  • September 22, 2025
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Unavailable Time

Periods when an agent is logged in but not handling calls, including breaks and administrative work.

  • September 22, 2025
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Uptime

The amount of time a system or service is operational and available without interruption. It’s a key indicator of reliability in IT and contact center infrastructure.