Absenteeism
Unplanned or unauthorized absence from work. A high absenteeism rate can affect agent availability and overall service quality.
Welcome to the Radikari Glossary, a comprehensive reference designed to help you understand the terminology used in Business Process Outsourcing (BPO), Manpower Outsourcing (MPO), Contact Centers, Customer Service, and Artificial Intelligence (AI). Radikari has created this glossary to provide clear, accurate, and practical explanations so that professionals, clients, and learners can communicate more effectively and make better business decisions.
Activity
These activities could include handling calls, responding to emails or chats, taking breaks, and participating in training. Each activity represents a specific task or status that is tracked to
Adherence
An important indicator in contact centers that shows whether agents are working according to their assigned schedule. This includes starting shifts on time, taking breaks as scheduled, and returning
After Call Work (ACW)
Refers to the admin tasks an agent performs after a customer interaction, such as updating records, logging details, and scheduling follow-ups. ACW ensures accurate data capture and supports service
Agent
A person who works in a contact center and is responsible for direct interaction with customers through inbound or outbound communication, whether via phone, chat, email, or other digital
Agent Desktop
A software solution or suite of applications designed to equip contact center agents with essential information, resources, and tools required to effectively handle customer interactions.
Agent Empowerment
An approach that emphasizes the importance of giving contact center agents freedom, trust, and adequate training so they can provide more proactive and solution-oriented customer service.
Agent Occupancy
The proportion of time that contact center agents spend actively handling customer interactions compared to their total logged-in or working hours in a workforce management system.
Agent Reports
Performance reports that provide statistical insights into an agent’s work, including average handle time, unavailable time, and call logs.
Agent Status
The current activity state of a contact center agent (e.g., available, on break, in a call).
Agent Total Registered Time
The total amount of time an agent spends either handling customer interactions or engaged in work-related activities such as breaks, meetings, and training.
Agentic AI (Agent AI)
AI systems that function as autonomous agents, making decisions, learning from interactions, and adapting to changes.
AHT (Average Handle Time)
A key metric in contact centers, measuring the average duration of a customer interaction from start to finish.
AI and Automation Impact Customer Service
Describes how AI and automation improve efficiency, response times, and personalization in customer service.
AI Automate Customer Inquiries
Using AI to streamline and improve how customer questions are answered and managed.
AI Call Center
A next-generation customer service setup that uses AI to automate and enhance call center operations.
AI Chatbots for Self-Service
Advanced virtual assistants powered by AI that help customers solve problems or complete tasks independently.
AI Cloud Contact Centers
Customer service solutions that combine cloud computing and AI to manage interactions across phone, chat, email, and social media.
AI Conversations
Interactions that leverage AI to simulate human-like conversations in digital spaces.
AI Customer Service
The use of AI to transform how businesses engage with their customers, simulating human intelligence in service delivery.
AI Customer Service Automation Software
Software solutions that leverage AI to automate and streamline customer service processes.
AI Customer Service Platforms
Advanced platforms that use AI to automate and enhance customer service tasks.
AI Customer Service Tools
Applications that use AI to automate, streamline, and improve customer service processes.
Attrition Rate
The percentage of employees who permanently leave a company over a given period. High attrition in contact centers may indicate issues in management, workload, or job satisfaction.
Average Speed of Answer (ASA)
ASA is the average time it takes for a call to be answered by an agent after entering the queue. It reflects how quickly a contact center responds to
Banking CX
The collective efforts to make every customer feel valued during interactions with a bank, encompassing perceptions and experiences across the entire customer journey.
Benefits of AI in Customer Service Automation
Refers to how artificial intelligence technologies improve and streamline customer support processes, enhancing both efficiency and customer satisfaction.
Bulk SMS Sender
An application that enables users to send out mass text messages to communicate with large groups of customers.
Call Avoidance
Intentional actions by agents to avoid handling calls, such as disconnecting the phone, transferring calls excessively, taking long breaks, or deliberately extending call durations.
Call Center Agent Scorecard
A performance tracking tool used to evaluate agent quality through metrics like procedure compliance, response time, and customer satisfaction.
Call Center Agent Software
Applications used by agents to access customer information, manage interactions, and perform day-to-day tasks efficiently.
Call Center CRM
A system that provides agents with customer data and interaction history to deliver personalized and informed service.
Call Center Data
Any form of data stored within the call center, such as customer records, agent performance stats, and interaction logs.
Call Center Reporting
The process of tracking and presenting key metrics (KPIs) related to overall call center and agent performance.
Call Center Service Level
A percentage that reflects how many incoming calls are answered within a defined time frame—a core indicator of service efficiency.
Call Detail Report (CDR)
A detailed report that provides information on every call handled by the system, including duration, time, and agent involved.
Call Distribution
The process of automatically routing incoming calls to available agents based on call volume and queue strategy.
Call Recording
The process of capturing phone calls for quality assurance, legal compliance, and performance review.
Call Recording for Business
The practice of storing business-related phone calls to document communications, improve service, and ensure compliance.
Capacity Planning
A strategy to allocate human resources effectively based on current and future customer demand, agent skills, and staffing needs.
Channels
The various communication mediums such as voice, email, live chat, or social media. See also: Omnichannel.
Chat
A digital messaging tool embedded on websites or mobile apps allowing customers to connect quickly with support agents.
Closed-loop Action
Following up with customers who give very positive or negative feedback to close the feedback loop and take appropriate actions.
Closed-loop Feedback
A system of acting on customer insights gathered from surveys, interactions, or online feedback.
Cloud Call Center Solution
A virtual call center service that allows businesses to manage support and sales calls via cloud platforms.
Cloud Contact Center
A modern contact center that operates entirely through cloud-based infrastructure and supports multiple communication channels.
Cloud-based Contact Center Platforms
Software-as-a-service platforms hosted in the cloud that support customer interactions across phone, chat, email, and social media.
Co-browse
A tool that lets agents and customers view and navigate the same web page simultaneously for real-time support.
Contact Center
A department (physical or virtual) where customer interactions are managed across multiple channels like voice, email, chat, and social platforms.
Contact Center Abandon
A situation where a customer ends the interaction before being connected to an agent.
Contact Center Agent Self-Evaluations
A self-review process where agents score their own customer interactions using the same criteria as their supervisors would, helping improve awareness and accountability.
Contact Center Agent Workspace
A unified digital interface combining communication channels and tools to help agents deliver quick and consistent service.
Contact Center Business Optimization
Efforts to improve how a contact center runs—making operations more productive, cost-effective, and customer-focused.
Contact Center Campaigns
Organized efforts to reach customers using various channels like phone, SMS, email, and web to promote services or products.
Contact Center for Government
A centralized support service for public institutions to handle citizen inquiries through multiple communication channels.
Contact Center ISO
International standards (set by ISO) used to measure and improve contact center quality and performance.
Contact Center Self-service Options
Tools that let customers solve issues or find information themselves without speaking to an agent.
Contact Center Software
A suite of digital tools used to manage communication, workflows, and customer interactions.
Contact Center Workforce Planning
Planning for how many agents are needed and when, based on expected customer demand and business goals.
Contact Disposition
A label or status assigned to a completed customer interaction to indicate the result or outcome.
CPaaS (Communications Platform as a Service)
Cloud-based tools that let businesses add communication functions (like SMS or voice) into their apps.
Cross-sell
Offering related or complementary products to a customer to increase the value of a sale.
Customer Communications
All ways customers and companies exchange information, from email and phone to social media.
Customer Experience BPO
Outsourcing customer-facing tasks—like support or chat—to third parties to improve efficiency.
Customer Experience Chatbots
AI chatbots that help customers solve problems without human involvement.
Customer Experience Management (CEM)
Strategies to improve and control how customers experience a brand.
Customer Experience Metrics
Key data points that show how well a company is meeting customer expectations.
Customer Experience Solutions
Tools and services that help companies deliver better customer interactions.
Customer Feedback
Comments and insights from customers about their experiences, collected formally or informally.
Customer Interaction Analytics
Software that analyzes conversations and messages to improve service quality.
Customer Journey
All steps a customer takes from first contact to post-sale support when engaging with a brand.
Customer Journey Mapping (Insurance)
A diagram showing how insurance customers interact with a provider, from research to claims and renewals.
Customer Relationship Management (CRM)
A strategy or tool used to manage and analyze customer interactions and data throughout the customer lifecycle — with the goal of improving customer service, retention, and sales growth.
Customer Retention Rate
The percentage of customers who continue using a service over a certain period.
Customer Service Chatbot
An AI-driven virtual assistant that helps customers via text-based interactions.
Customer Service Message
Any message (email, SMS, voice, chat) sent from agents to customers as part of service delivery.
CX Copilot
A digital assistant that supports customer service teams in delivering smoother, personalized experiences.
CX Data Protection Strategies
Tactics companies use to protect customer data while still delivering personalized service.
CX Software for Government
Software built for public agencies to improve how they serve citizens and manage interactions.
Delayed Call
An incoming call from a customer that is waiting in a queue until an agent becomes available.
Digital Call Center
A support center that helps customers through digital platforms like email, SMS, chat, and social media instead of traditional phone lines.
Digital Channel
Any online method a customer uses to contact a business, like chat, email, or social media.
Digital Communication
The use of digital tools—like email, text, or messaging apps—to send or receive information.
Digital Customer Experience
The full experience a customer has when interacting with a business through digital platforms like websites, apps, or email.
Digital Customer Service
Support provided to customers through digital platforms, such as live chat, email, or messaging apps.
Digital CX
The complete journey and impressions a customer has while engaging with a brand through digital means.
Digital Messaging
Messaging systems that allow agents to talk with customers on their preferred platforms, offering personalized help at scale.
Digital Patient Interactions
Any digital communication between a patient and a healthcare provider, such as via telehealth, patient portals, or secure messages.
Digital Retail Customer Experience
The experience customers have when shopping or interacting with a retail brand online, focusing on ease, personalization, and satisfaction.
Digital Self-Service
Online tools or platforms that let customers solve problems or complete tasks on their own, without needing a service agent.
Direct Dialer
A program that automatically dials phone numbers, reducing the need for manual calling.
Direct Feedback
Customer opinions or comments collected directly—such as through surveys—about a product, service, or experience.
Direct Inward Dialing (DID)
A telecom service that sends specific identifying numbers to a business so they know which number the customer dialed.
Directed Dialog
A basic voice response system that gives callers limited choices to guide the conversation.
DSAT (Dissatisfaction Score)
A metric used to measure customer dissatisfaction after an interaction, typically gathered through post-service surveys. Helps identify areas needing service improvement.
Dual Recording
A method that records both agent and customer audio on separate channels, allowing for clearer playback, detailed analysis, and improved quality monitoring in contact centers.
Dual Tone Multifrequency (DTMF)
The system behind the beeping tones you hear when pressing keys on a phone—it sends number signals using sound.
Dynamic Scheduling
A scheduling method where software adjusts task priorities in real time based on changes or new conditions.
Echo Cancellation
Technology used to reduce or eliminate echo on a voice call, improving clarity for better speech recognition and understanding.
Ecommerce Customer Experience Software
Tools that help online stores personalize shopping, understand customer behavior, and provide support to improve the buying experience.
Education Customer Experience
The full experience that students, applicants, or faculty have with an educational institution—how they communicate, access services, and get support.
Education Customer Experience Solutions
Platforms and tools that help schools and universities improve student engagement, communication, and support throughout the learning process.
Education Technology (EdTech)
Digital tools and systems that support teaching and learning, helping students and educators achieve better results.
Emotion Detection
Technology that identifies human emotions by analyzing tone, facial expressions, voice, and other cues.
Emotion Detection in Voice AI
AI that listens to how someone speaks—tone, speed, and emotion—to detect how they’re feeling during a call.
Employee Engagement
How involved, motivated, and connected employees feel with their work and the organization.
Erlang C Formula
A math formula used to calculate how many agents are needed in a contact center to meet service level targets.
Erlang Formulas
Calculations used to predict the right number of staff needed to handle expected call volume while maintaining quality.
Expected Wait Time (EWT)
An estimate of how long a customer will wait in a queue before being served by an agent.
Experience Analytics
Analyzing customer interactions across various channels to understand and improve how people experience a brand.
Feedback Management
Collecting, analyzing, and acting on customer feedback to improve products, services, and overall satisfaction.
First Call Resolution
A metric showing how often a customer’s issue is fully resolved during their first phone call, without needing a follow-up.
Forecast Accuracy
How closely predicted contact volumes match the actual number of calls, chats, or emails received.
Forecasted Volume
An estimate of how many customer interactions (calls, chats, etc.) a contact center expects during a specific time.
Gamification
The use of game elements like points, badges, and leaderboards to encourage productive behavior and boost engagement among employees.
Gap Analysis
A method for identifying the difference between the current state and desired goals, then determining the steps needed to close that gap.
Generative AI for CX
The application of generative AI to improve customer experience by creating dynamic, personalized responses and content.
Generative AI in Customer Support
The use of generative AI to automatically generate replies and solutions for customer inquiries, improving speed and personalization.
Grammar (Speech Recognition)
A list of possible spoken responses programmed into an IVR system to help recognize and respond to user input.
GrXML
An XML-based format for defining grammars used in speech recognition systems, specifying what words or phrases to recognize.
Guest Service Experience
The quality of service and attentiveness received by guests from staff in places like hotels and restaurants.
Handled Call
A phone call that has been completely managed by an agent, from answering the call to resolving the customer’s issue.
Hardware
The physical devices and equipment—like servers, computers, and phones—used in a contact center.
Historical Data
Information recorded from past events, often used to analyze trends and improve future performance.
Hyper-personalized Customer Journeys
Customer experiences that are highly customized using data, designed to match each person’s specific needs, behavior, and preferences.
Idle Time
The time when a contact center agent is logged in and ready to work but not currently handling a customer interaction.
Inbound Call Center
A service team focused on receiving and managing incoming calls from customers who need help or information.
Independent Software Vendor (ISV)
A company that develops and sells software independently of hardware manufacturers, though their software may work with specific hardware products.
Integrated Services Digital Network (ISDN)
A set of communication standards that allows voice, video, and data to be transmitted over telephone lines digitally.
Intelligent Call Router (ICR)
A system that automatically sends incoming calls to the right agent or team based on set rules or data.
Intelligent Customer Service Chatbots
AI-driven virtual assistants that understand customer questions and provide automatic support through natural conversation.
Intelligent Process Automation (IPA)
Technology that combines AI and automation to simplify and speed up business operations by handling repetitive tasks.
Interactive Voice Recognition
Technology that allows systems to recognize and respond to spoken words from callers.
Interactive Voice Response (IVR)
An automated phone system that interacts with customers using voice or keypad inputs, often used to route calls or allow self-service.
Intraday Reforecasting
Updating staffing plans during the day based on real-time call volume, handle time, and service level changes.
Intraday Scheduling
Adjusting agent schedules during the day to deal with unexpected changes in call volume or agent availability.
IVR System
An automated menu that greets callers, helps them choose options, and routes them to the right department or action.
Job Description
A written outline of a role’s title, purpose, duties, tasks, work environment, and reporting structure.
Job Evaluation
A process to assess and compare jobs within an organization to determine fair pay levels.
Journey Analytics
Analyzing customer behavior across touchpoints over time to understand its impact on business outcomes.
Journey Optimization
Improving the customer journey by identifying pain points and personalizing experiences using data and AI.
Journey Orchestration
Coordinating real-time interactions across channels to deliver relevant, personalized experiences.
Key Telephone System
A multi-line telephone system that allows users to manually select outgoing lines and manage multiple calls—commonly used in small to mid-sized businesses.
Knowledge Management
The process of capturing, organizing, sharing, and effectively using organizational knowledge to improve efficiency, decision-making, and customer service.
Learning Management System (LMS)
A platform for managing, tracking, and delivering training or educational content.
Local Area Network (LAN)
A network connecting devices in a limited area, such as an office, for data sharing.
Longest Available Agent
The agent who has been idle the longest and is next in line to receive an incoming call.
Look-Ahead Routing
A call routing method that checks agent or trunk availability before directing the call.
LTV (Lifetime Value)
The total revenue or profit a company expects to earn from a customer over the entire relationship.
Machine Learning (ML)
A type of AI where systems learn from data and improve without being explicitly programmed.
Magic Quadrant
A Gartner report ranking technology vendors as Leaders, Challengers, Visionaries, or Niche Players.
Man Power Outsourcing
Service where companies outsource the recruitment, training, and management of their workforce to a third party. It helps businesses stay focused on core operations while ensuring efficient, flexible, and
Marketing Agency
A company hired to increase brand awareness, reach target audiences, and drive conversions.
Master Service Agreement (MSA)
A contract setting general terms for future transactions between two parties.
Mean Absolute Percentage Error (MAPE)
A metric showing the average percentage difference between forecasted and actual values.
MPLS (Multiprotocol Label Switching)
A data-routing technique that speeds up and improves network traffic flow.
Multilingual Customer Support
Customer service offered in multiple languages to meet diverse customer needs.
Multitenant
A software structure that allows multiple clients (tenants) to securely share the same system.
Nearshore Contact Center / Nearshoring
An outsourcing model where services are provided from a nearby country, typically within the same region or time zone, for easier coordination.
Network Control Center
A centralized location for monitoring traffic and managing staffing or resources in a networked contact center to maintain performance.
Network Inter-Flow
A call routing method that allows multiple call center sites to share incoming calls and balance workloads across locations.
Noise Canceling Headset
A headset designed to block background noise, helping agents concentrate during customer interactions.
Non-ACD In Calls
Direct inbound calls to an agent’s personal extension, bypassing the automatic call distributor (ACD).
Non-Productive Agent Time
Time when agents are paid but not handling contacts, such as during training, meetings, or breaks.
Number Portability
The ability for customers to keep their existing phone number when switching to a new service provider.
Occupancy
The percentage of time agents spend handling interactions versus being idle. Calculated as workload hours ÷ staff hours.
Off The Shelf
Ready-made software or solutions that can be immediately implemented without customization.
Offshoring
Outsourcing work to a company in a distant country, often with a significant time zone difference.
Omnichannel Automation
Using AI, workflow engines, and integrations to deliver seamless, automated customer experiences across all channels (voice, chat, email, SMS, social media, etc.).
Omnichannel Customer Journey
The full set of customer interactions across all digital and voice channels, forming a connected experience throughout the entire lifecycle.
Omnichannel Customer Service
Personalized support based on real-time context from interactions across multiple channels chosen by the customer.
Omnichannel Routing
Technology that intelligently routes interactions—voice and digital—across all channels using tools like ACD, IVR, and AI chatbots.
Omnichannel Support
Integrated communication experience across multiple channels such as phone, email, live chat, and social media.
Onboarding
The process of integrating new employees, clients, or customers into a company through orientation and training.
Online Review Management
Monitoring and responding to customer reviews to maintain and improve a brand’s reputation.
Operation Management
The planning, organizing, and overseeing of business processes to ensure efficient production and service delivery. In contact centers, it involves managing teams, workflows, and resources to meet performance targets
Outsourced Call Center / Outsourced Contact Center
A third-party company that manages customer interactions on behalf of another business. May operate locally or remotely.
Overflow
When excess calls are rerouted to another group or location to balance workloads and reduce wait times.
Peaked Traffic
A sudden spike in call volume beyond typical variations, requiring fast operational adjustments.
Peer-to-Peer Platform
A digital service enabling individuals to interact directly without a centralized intermediary.
Performance Incentive
Additional compensation tied directly to individual or team performance outcomes.
Performance Management
A structured process of monitoring and improving employee performance to meet business objectives.
Personalized Customer Experience with AI
Using AI to deliver tailored and dynamic interactions based on customer data and behavior.
Pharmaceutical Call Center
Specialized contact centers that handle calls and digital interactions for pharmaceutical companies, supporting functions like clinical trials, product info, and compliance.
Phone Call Tracker
A system that records and monitors phone interactions between agents and customers.
Physician Answering Service
HIPAA-compliant contact services for medical professionals, including after-hours support.
Pooling Principle
The efficiency gained by centralizing resources, which improves traffic handling in contact centers.
Predictive Analytics for Customer Support
The use of analytics to anticipate and prevent customer service issues before they occur.
Predictive Customer Support
AI-enabled support that predicts customer needs and offers proactive solutions.
Preview Dialer
A dialer that displays customer info to the agent before initiating the call, giving time to prepare.
PRI (Primary Rate Interface)
A telecommunications standard that provides multiple voice or data channels over ISDN.
Probability of Delay
The likelihood that a call will wait in queue instead of being immediately answered.
Public Switched Network (PSN)
The global network of interconnected telephone systems used for voice communication.
Public Switched Telephone Network (PSTN)
The traditional circuit-switched telephone network that connects calls worldwide.
Quality Management
The strategies and systems used to manage, measure, and improve customer service quality in a contact center.
Quality Management Calibration
A process to align evaluators on scoring standards for consistency in quality evaluations.
Quality Management Form
A form with predefined criteria used to assess the quality of agent interactions and identify improvement areas.
Quality Plans
Documents or procedures that guide how quality will be maintained and monitored—often including sampling methods and evaluation schedules.
Real-Time Adherence (RTA)
A workforce management metric that tracks if agents are following their schedules in real time.
Real-Time Customer Engagement
Interacting with customers instantly across channels like chat, voice, or social media to deliver timely and relevant responses.
Real-Time Customer Insights
Instant data on customer behavior and preferences used to personalize and improve interactions.
Real-Time Management (RTM)
Managing staff, queues, and service levels as events occur during the day to maintain performance targets.
Real-Time Personalization
Using live data to tailor customer experiences instantly, enhancing engagement and satisfaction.
Recruitment
Process of attracting, screening, and selecting qualified candidates to fill job vacancies within an organization. It involves identifying staffing needs, sourcing applicants, conducting interviews, and hiring the right talent.
Response Time
The amount of time it takes to respond to a customer contact such as a call, email, or message.
Retail CX Solutions
Technologies and strategies used by retailers to enhance customer experience and satisfaction.
Robotic Process Automation (RPA)
Technology that automates repetitive, rule-based tasks using digital bots.
Routing
A system that directs customer contacts to the appropriate agent or department based on predefined rules.
RPA Solutions
Tools that use RPA to streamline operations, reduce manual work, and improve efficiency.
Sales Performance Management
A strategic method to enhance and track the productivity of sales teams.
Screen Pop
A feature that displays customer data on the agent’s screen as a call or interaction begins.
Seamless Omnichannel Communication
Providing a consistent customer experience across all channels—phone, chat, email, social, and in-person.
Self-Service Portals for Customer Support
Web platforms enabling customers to solve problems or access account info independently.
Sentiment Analysis
AI-based analysis that detects customer emotions and tone during interactions to assess satisfaction or urgency.
Sentiment Score
A numeric score (0–100) that reflects how positive or negative a customer interaction was.
Session Initiated Protocol (SIP)
A protocol used to manage voice, video, or message sessions over the internet.
Social Listening
Monitoring social media for mentions of your brand to gather insights and respond effectively.
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.
Speech Analytics
Technology used to analyze voice interactions for keywords, sentiment, compliance, and quality assurance.
Synchronous Contacts
Live, two-way conversations that occur simultaneously between agent and customer.
TAPI (Telephony Applications Programming Interface)
Software that enables computers to control phone calls—such as dialing, holding, and transferring.
TCP/IP (Transmission Control Protocol/Internet Protocol)
Standard communication protocols for transmitting data over networks.
Telecommuting
Working remotely using telephone or internet-based tools instead of commuting to a central office.
Threshold
Predefined limit used to measure performance. If exceeded, it signals the need for action to maintain service quality and efficiency.
Ticketing System
A system that records, tracks, and manages customer interactions through a ticket number.
Toll Free
A telephone service where the recipient, not the caller, pays for the call (e.g., 800 numbers).
Touchpoint
Any point of interaction between a customer and a business (e.g., calls, website, store visit).
Traffic Engineering
The design of telecom networks to efficiently handle expected data and voice traffic.
Transparency in Data Handling for CX
Clearly communicating how customer data is collected, stored, and used throughout the customer journey.
Trunk
A communication line that connects phone systems or carries voice/data between telecom switches.
TSAPI (Telephony Services Application Programming Interface)
A server-based system that integrates call control features like logging, voicemail, and conferencing.
Turnover Rate
The percentage of employees who leave an organization within a specific period, often used to measure workforce stability and retention.
Unavailable Time
Periods when an agent is logged in but not handling calls, including breaks and administrative work.
Unified Communications Cloud
A single cloud-based platform integrating various communication tools accessible from any device, anywhere.
Unified CX Across Channels
Providing a seamless, consistent customer experience across all touchpoints such as phone, email, chat, and social media.
Uniform Call Distributor (UCD)
A call distribution system that allocates calls evenly to available agents based on pre-set logic (not traffic-aware).
Uptime
The amount of time a system or service is operational and available without interruption. It’s a key indicator of reliability in IT and contact center infrastructure.
Utterance
A single piece of speech or text sent to a conversational AI system, such as a command or question.
Value Realization Services
Consulting and support services that help organizations identify, measure, and capture value from their technology and business investments.
Videoconferencing
A communication method using video and audio links between people in different locations.
Virtual Contact Center
Similar to a virtual call center, but supports multiple digital and voice channels, not just phones.
Virtual Currency
Digital tokens or points used in gamification systems as part of rewards or incentive programs.
Voice AI for Customer Engagement
The use of AI to power voice-based customer interactions, enhancing engagement through automation.
Voice AI Interfaces
Interfaces that enable human-machine interaction through voice commands, powered by AI technologies.
Voice Biometrics
Authentication technology that uses unique vocal features to identify and verify a speaker.
Voice of Internal Customer (VOIC)
The feedback and expectations from internal employees or departments within an organization.
Voice of the Customer (VoC)
The collection and analysis of customer feedback across touchpoints to improve products, services, and experience.
Voice Print
A digital representation of a person’s unique vocal traits used for biometric authentication.
Voice Response Unit (VRU)
An automated phone system (similar to IVR) that responds to caller input via keypad or voice recognition.
Voice to text
A technology that converts spoken language into written text in real time. Commonly used in contact centers, it helps transcribe customer calls for analysis, documentation, or automation purposes.
Wallboards
Visual displays that show real-time team or contact center performance to boost awareness and accountability.
Web Click-to-Talk (CTT)
Allows customers to initiate voice calls from a website via VoIP technology. Also known as click-to-call.
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WFM (Workforce Management)
The planning, forecasting, scheduling, and monitoring of employee activities in a contact center to meet service goals efficiently.
WFM Software / System / Tools
Technology solutions that support scheduling, forecasting, performance tracking, and real-time adjustments for workforce optimization.
Workflow AI Automation
Using AI to automate and optimize business processes with minimal human involvement.
Workforce Capacity Planning
Forecasting the number of full-time equivalents (FTEs) needed based on call volume and agent metrics.
Workforce Engagement
The level of employee motivation and commitment to their work and the organization.
Workforce Optimization (WFO)
Integrating tools and strategies to improve employee performance, reduce costs, and enhance customer satisfaction.
Workforce Schedule
A calendar or plan detailing when and how many agents are working at specific times.
Workload
The volume of work assigned to an agent or team, including live interactions and follow-up tasks.
Wrap-Up Code
A code selected by the agent at the end of an interaction to categorize the nature of the call.
Wrap-Up Time
The time spent by agents completing post-call documentation or tasks related to the customer interaction.
X Message (DM, @Reply)
A private message (Direct Message) or public response using @Reply on the X platform.
Yelp
A location-based review site where users search for services, leave reviews, and businesses can share offers and links.
Zip Tone
A brief audible tone that signals a call is being connected to an agent—commonly used in predictive dialers to alert agents that a live customer is on the line.