Glossary

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Technology that converts written text into spoken voice output.

Software that enables computers to control phone calls—such as dialing, holding, and transferring.

The percentage of employees who leave an organization within a specific period, often used to measure workforce stability and retention.

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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