Glossary

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  • 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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True Calls Per Hour

The number of actual calls handled, adjusted by agent occupancy rate.

  • September 22, 2025
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Synchronous Contacts

Live, two-way conversations that occur simultaneously between agent and customer.

  • September 22, 2025
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Trunk

A communication line that connects phone systems or carries voice/data between telecom switches.

  • September 22, 2025
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Social Listening

Monitoring social media for mentions of your brand to gather insights and respond effectively.

  • September 22, 2025
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TSF

See: Telephone Service Factor.

  • September 22, 2025
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Source Data

Raw information collected from various inputs or systems before it is processed or analyzed. It serves as the foundation for reporting, decision-making, and generating insights in business operations.

  • September 22, 2025
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TTS (Text-to-Speech)

Technology that converts written text into spoken voice output.