Glossary

The contact centre glossary covers many of the most common vocabulary, measurements and technologies related to call centre software and customer experience.

Enterprise Cloud Contact Centre

Enterprise cloud contact centre solutions also allow for rapid adaptation to changing global corporate needs and multiple deployment environments, scale to efficiently manage bursting up and down and scheduling across thousands of agents, provide critical levels of security, reliability and compliance tools, and integrate with best-of-breed third-party applications through open API frameworks.

A flexible cloud contact centre that can quickly adapt to changing company needs that is also scalable is critical to modern day enterprises, and the experts at IDC agree, stating "The rate of change and innovation of cloud-based products exceeds any innovation cycle of software in history. Therefore, customers must be in alignment with their provider's future direction.