Glossary

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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.

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

The process of exchanging work shifts between two agents.

A unified dashboard that displays data from multiple systems in one view.

A mobile tool enabling efficient outbound calls for contact center agents.

A software-based phone that uses the internet to make calls—no physical handset needed.

A system that directs customer contacts to the appropriate agent or department based on predefined rules.

Technology used to analyze voice interactions for keywords, sentiment, compliance, and quality assurance.

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