Glossary

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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.

Standard communication protocols for transmitting data over networks.

Working remotely using telephone or internet-based tools instead of commuting to a central office.

Conducting meetings via phone or video with participants in different locations.

Technology that enables long-distance voice communication.

A server-based system that integrates call control features like logging, voicemail, and conferencing.

Predefined limit used to measure performance. If exceeded, it signals the need for action to maintain service quality and efficiency.

A system that records, tracks, and manages customer interactions through a ticket number.

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