Glossary

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

ACD
An ACD is used to route incoming inquiries (e.g., calls and chats) to the appropriate agent. The system helps to make contact centers more efficient by using a set of rules to determine which available representative is best qualified to take the call.

AI Customer Service
Artificial Intelligence is a branch of computer science that enables systems to function intelligently and independently. It automates intelligent behavior by utilizing machine learning and natural language processing to replicate human decision making. AI can correctly interpret data and learn from it to achieve defined tasks and goals. It mimics cognitive functions such as learning and problem-solving.

Call Center Agent Engagement
 Historically, enterprises have walked a difficult line when using workforce optimization tools to keep down labor costs while trying to improve the customer experience, believing one had to be sacrificed to improve the other. Aspect has broken the mold on that antiquated thinking by introducing technologies that give call center agents a much more engaging work environment, and that manifests itself in better agent performance, lower turnover and ultimately lower cost while improving the customer experience.

CCXML
Also known as Call Control XML is the W3C standard markup language for controlling how phone calls are placed, answered, transferred, conferenced, and more. CCXML works hand-in-hand with VoiceXML to provide a 100% standards and XML based solution for any telephony application

Communications-Enabled Business Processes
Communications-enabled business processes (CEBP) is an industry term for processes within workflows that leverage an automated communications channel to perform a specific task with increased efficiency. CEBP can describe a variety of methods for embedding automated communications into existing business processes, often leveraging telecom APIs or SDKs to deliver services such as outbound phone calls, SMS messages, or interactive voice response (IVR).

CTI Technology
In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become the differentiator between market winners and losers. Ensuring that your employees are well-trained and have the tools to deliver remarkable experiences is vital to success. CTI (Computer Telephony Integration) is a key component to mixing up a competitive advantage by providing memorable experiences that build loyalty and keep your customers coming back.

Customer Support Chatbot
A chatbot (aka chat bot), chatterbot or bot for short, is an automated, Conversational User Interface (CUI) to any kind of service on the Internet. As opposed to a Graphical User Interface (GUI) such as a website, a mobile app, or a kiosk terminal, a chatbot exposes information through text-based chat, leading a conversation with the user using natural language, or a combination of natural language and buttons to advance the dialog.

Dialogic
Dialogic, now a part of Intel, offers a wide range of cards that integrate telephones and computers. These cards are typically used in automated telephone platforms to provide products and services including: Interactive Voice Response, Predictive dialing, PC and Windows-Based PBX systems, Conferencing services, and VOIP gateways.

Enterprise Cloud Contact Center
An enterprise cloud contact center (ECCC) is a set of cloud-based best-of-breed applications tailored for the needs of large contact centers. The majority of cloud contact center solutions are flexible, able to be quickly deployed and continually updated with new features and capabilities applied by the vendor.

First Call Resolution
(FCR), now often called "first contact resolution" expanded to reflect the potential for the use of additional channels (e.g, chat) to reach a contact center, is commonly used as a key performance indicator of contact center effectiveness. FCR measures the ability of the contact center to resolve the incoming inquiry on the first attempt.

Gamification
Gamification is a popular strategy used by call centers to motivate agents and create a culture where they work to continuously to meet and surpass business objectives while providing rewards and recognition.

IVR
IVR is historically, interactive voice response (IVR) solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition.

IVR Application Monitoring
Let's you know instantly when your IVR applications are experiencing downtime or quality of service issues. Rapid notification minimizes the impact downtime can have on your business.

IVR Specification
Clear IVR specifications are key to successful IVR application design and delivery. These specifications identify the various ways callers can interface with an IVR application to achieve their goals.

Omni-Channel Customer Service Experience
Omni-Channel Customer Service Experience Customers now expect to receive service from your organization on the channel of their choice, which might be voice, email, SMS/text, web, mobile or social media. Companies are beginning to provide service on all of these channels – but too often, those channels may exist in silos. This multi-channel service can be taken to the next level with an omni-channel solution that integrates channels to provide a consistent customer experience.

Payment Card Industry Data Security Standard
 (PCI-DSS) is a proprietary standard designed by the Payment Card Industry Security Standards Council to control payment card data and reduce incidents of credit card theft. Sensitive data can include not just credit card numbers, but also expiration dates and CVV numbers, customer names and addresses, PIN codes, account numbers and other data related to financial transactions.

Predictive Dialers
Makes an outbound contact center more efficient by automating the process of placing outbound calls. The dialer algorithmically predicts when agents will be available and how long it takes calls to be answered, and adjusts the dialing rate. Agents get more live connections, increasing productivity.

Quality Management
In the contact center involves measuring the performance of individual call center agents in terms of key performance indicators (KPIs), as well as the overall performance of the contact center in achieving its business objectives, which may include achievement of first-call resolution, post-call measures of customer satisfaction, leads generated or other measures of performance.

Robotic Process Automation
It can make intelligent routing decisions to help ensure that your customers have the lowest wait times, take care of simple transactional issues, and perform automated administrative tasks. These all have the effect of optimizing your human workers – letting them spend more time helping customers and less time putting them on hold. Meanwhile, you save money through a lower total cost of operations (TCO), get to keep all of your highly-skilled employees, and end up with happier customers in the bargain.

Skills-Based Routing
A technique used to get customers to the right call center agent to address their query. While simple automatic call distributor (ACD) systems might route calls to the next available agent irrespective of that agent’s expertise, skills- based routing allows contact centers to designate call center agents as specialists in certain products or issues.

Virtual Call Center
Is often used to describe a cloud-based contact center deployment that requires no specialized hardware and allows call center managers and agents to be geographically dispersed - often, including work-at-home agents. With web-based agent and call center manager desktops and softphone technology, a computer and Internet connection are all your contact center team needs.

Voice Biometrics
 With the continued rise of identity theft and also the desire by companies to securely help customers access information as rapidly as possible, “voice biometrics” has emerged as a way to answer these challenges and secure customer data. Voice biometrics can be used alone to provide a convenient method of authentication or as part of a two-factor authentication process, combined with something the customer “knows” (like a password or PIN) or “has” (like a caller ID or ANI value, or credit card) to provide an extra layer of security for sensitive information and financial transactions.

VoiceXML
 (VXML) is the W3C standard XML format for creating an interactive voice response dialogue. VoiceXML provides a framework for building standards-based voice applications, with tags that support automatic speech recognition (ASR), speech synthesis, dialog management and audio playback - and more.

WebRTC
Known as (Web Real-Time Communications)is a communications standard developed by the W3C in close cooperation with the RTCWeb standard developed by the IETF. RTCWeb functions at a lower protocol layer; WebRTC enables the embedding of this functionality in applications and websites.

WFM Software
Workforce management software, known as , simplifies the task of ensuring a contact center has the right call center agents available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels. 

Workforce Engagement Management
Workforce engagement management (WEM) is an approach for increasing customer service agent engagement. Workforce engagement management makes it easy to create great employee experiences. Engaged agents help the organization meet its business objectives. In a contact center, this typically means providing outstanding customer service and meeting individual KPI targets. 

XML
Short for "eXtensible Markup Language" - is a flexible and structured way to define documents and information. XML is similar to HTML, the markup language used to define web pages. As its name implies, the XML standard is a foundation that can be extended to create other document and information standards.