Account Contact Management
Gathering and managing customer account details for service or sales.
Customer SupportClear definitions for AI, customer experience, analytics and telephony — all in one place.
Gathering and managing customer account details for service or sales.
Customer SupportDistributes incoming calls to agents based on skills or rules.
Voice & TelephonyCustomer service representative handling inbound or outbound interactions.
Customer SupportReal‑time hints, answers, and procedures for agents powered by AI.
AI & MLWorkspace combining tools, knowledge, and channels for agents.
Customer SupportPercentage of logged‑in time an agent spends actively handling work.
AnalyticsMeasures how much of an agent’s time is productive vs. idle.
AnalyticsAverage time customers spend on hold during interactions.
AnalyticsAverage time to complete an interaction including talk, hold, and wrap‑up.
Customer SupportReal‑time guidance for agents using AI during live interactions.
AI & MLUsing AI to automate tasks traditionally handled by humans.
AI & MLAutomated conversational agent that serves customers via chat.
AI & MLContact center leveraging AI to automate, route, and personalize experiences.
AI & MLApplying AI to personalize and improve customer interactions.
AI & MLAI‑driven routing sending customers to the best resource automatically.
AI & MLLetting customers resolve issues via AI without an agent.
AI & MLVoice AI that helps customers using natural language.
AI & MLConverts spoken audio to text for automation and analytics.
Voice & TelephonyAutomatically places outbound calls to improve connect rates.
Voice & TelephonyUsing software or scripts to complete routine processes with minimal human input.
TechnicalImproving non‑frontline processes to enhance customer outcomes.
AnalyticsAllowing callers to interrupt prompts with speech/DTMF to speed flow.
Voice & TelephonyAgent handling both inbound and outbound across channels.
Customer SupportSoftware that automates tasks typically performed by humans.
AI & MLSending messages at scale to reach many customers at once.
Customer SupportSupervisor joins an active call to assist the agent.
Voice & TelephonyOperation handling high volumes of inbound/outbound calls.
Customer SupportPer‑interaction log including timestamps, duration, routing, and outcomes.
AnalyticsScripted routing and dialog path a caller follows.
Voice & TelephonyRecording calls for QA, training, and compliance (with consent and laws).
Compliance & SecurityForecasting workload and staffing to meet service goals.
AnalyticsCloud subscription platform for multi‑channel contact centers.
TechnicalVoice, chat, email, SMS, social, and other communication mediums.
Customer SupportReal‑time text messaging between customers and agents/bots.
Customer SupportCapturing and acting on customer input end‑to‑end.
AnalyticsContact center hosted and operated in the cloud.
TechnicalAgent and customer navigate the same page together to resolve issues.
Customer SupportAdhering to laws, regulations, and policies (e.g., privacy, telephony).
Compliance & SecurityLinking telephony and desktop apps for screen pops and control.
Voice & TelephonyOmnichannel hub for customer interactions across voice and digital.
Customer SupportAnalyzing interactions and ops data to improve performance.
AnalyticsDeriving intent, sentiment, and outcomes from speech/text.
AnalyticsScore that reflects satisfaction with an interaction or service.
AnalyticsTotal experience across every touchpoint with a brand.
Customer SupportReal‑time KPIs and historical data displayed for monitoring.
AnalyticsCollect only necessary data and keep it only as long as needed.
Compliance & SecurityDirect numbers routed to internal extensions or queues.
Voice & TelephonyExperience across web, apps, chat, and social channels.
Customer SupportKeypad tones used to signal digits in telephony.
Voice & TelephonyTools to personalize and support online shoppers end‑to‑end.
Customer SupportAI infers affect from voice/text signals for better routing or coaching.
AI & MLCryptographic protection for stored data and data over networks.
Compliance & SecurityTransferring a case to higher expertise or authority to resolve.
Customer SupportPercent of issues resolved without follow‑ups.
AnalyticsUS framework for cloud security authorization and monitoring.
Compliance & SecurityAdapting a base model on domain data for better results.
AI & MLPredicting contact volumes and handle times to staff correctly.
AnalyticsGame mechanics that motivate agents via challenges and rewards.
AnalyticsEU data protection regulation governing personal data.
Compliance & SecurityModels that create content like text, audio, or images.
AI & MLVisual interface using windows, icons, and menus.
TechnicalPlausible but incorrect AI output not grounded in facts.
AI & MLTime a customer spends on agent‑initiated hold.
AnalyticsCloud‑hosted contact center capabilities delivered on demand.
TechnicalOperation safe to repeat without changing the final result.
TechnicalUsing a trained model to generate predictions or content.
AI & MLConnecting telephony, CRM, and tools for unified workflows.
TechnicalAutomated menus that gather input and route callers.
Voice & TelephonyStandard for information security management systems.
Compliance & SecurityVisualizing the end‑to‑end customer lifecycle and touchpoints.
AnalyticsCentral articles and procedures for agents and customers.
Customer SupportMetric that tracks performance against goals.
AnalyticsDelay from request to response; key for real‑time voice.
TechnicalLarge neural model trained to understand and generate text.
AI & MLDistributing traffic across resources to prevent overload.
TechnicalRewards systems encouraging repeat business.
AnalyticsPresented options for callers or users to choose next steps.
Voice & TelephonyStandard measures for operations and performance.
AnalyticsHandling voice and multiple digital channels separately.
Customer SupportDetecting names, places, and entities in text.
AI & MLDelay over the network affecting responsiveness.
TechnicalPromoters minus detractors; measure of loyalty.
AnalyticsUnderstanding system state via logs, metrics, traces, profiling.
TechnicalUnified experience across all channels with context carryover.
Customer SupportOperation focused on proactive calls (sales, surveys, alerts).
Customer SupportTools and workflows improving healthcare interactions.
Customer SupportOrganization’s internal phone system managing call routing.
Voice & TelephonyData that identifies an individual and must be protected.
Compliance & SecurityForecasting outcomes using historical data and models.
AnalyticsPlaces calls based on agent availability predictions.
Voice & TelephonyCrafting inputs that guide model behavior and output quality.
AI & MLMonitoring and improving interaction quality and outcomes.
AnalyticsWaiting line where contacts are held for agent service.
Customer SupportCombines retrieval with generation for grounded responses.
AI & MLControlling request volumes to protect services.
TechnicalWho is off schedule now relative to staffing plan.
AnalyticsBenefit relative to cost for a project or initiative.
AnalyticsDetecting emotional tone in voice or text communications.
AI & MLControls VoIP call setup, modification, and teardown.
Voice & TelephonyContracted service targets for uptime and responsiveness.
TechnicalAnalyzing audio to extract keywords, sentiment, and intent.
AnalyticsLeads agents; coaches, monitors quality, and manages queues.
Customer SupportDuration of active conversation excluding after‑call work.
AnalyticsAmount of processed work per unit time.
TechnicalReplacing sensitive data with non‑sensitive tokens.
TechnicalSynthesizes speech from text for prompts and responses.
Voice & TelephonyCloud communications suite for messaging, meetings, and voice.
TechnicalRecommending higher‑value options that better fit needs.
AnalyticsAutomated conversational agent in voice or chat.
AI & MLConfirming identity using unique voice characteristics.
Compliance & SecurityContinuous capture and analysis of customer feedback.
AnalyticsDisplays with real‑time metrics for teams and leaders.
AnalyticsHTTP callback notifying an external system of an event.
TechnicalReal‑time peer‑to‑peer audio/video/data in browsers.
Voice & TelephonyImproving employee engagement across the lifecycle.
AnalyticsForecasting, scheduling, adherence, and intraday control.
AnalyticsPreventing issues before customers need to contact support.
Customer Support