Glossary

Are you need IT Support Engineer? Free Consultant

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

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

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

Providing a consistent customer experience across all channels—phone, chat, email, social, and in-person.

A security system to protect personal data during transactions.

Automated chat systems that help customers through conversational interfaces.

Web platforms enabling customers to solve problems or access account info independently.

AI-based analysis that detects customer emotions and tone during interactions to assess satisfaction or urgency.

A numeric score (0–100) that reflects how positive or negative a customer interaction was.

A protocol used to manage voice, video, or message sessions over the internet.

Recent Posts