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Contact Centre & Telecommunications Glossary

Dictionary about contact center, KPIs, and new technology methodologies.


After Call Work - ACW

The time agents spend wrapping up details after a call, like jotting notes or updating records, to ensure customer’s records are updated accordingly before the next call.

Why It Is Important?!

  • Ensures issues are resolved thoroughly for positive experiences.
  • Crucial for analyzing key metrics like average handling time and resolution rates.

Application Program Interface - API

A bridge that allows different software systems to talk to each other, enabling smooth communication and data sharing between customer service tools, making it easier for business to manage their customer interactions and provide better service to customers.

Why Should you implement it?!

  • Streamlines data exchange, improving their overall workflows.
  • Supports automated processes, reducing manual intervention in operations.

Application Service Provider - ASP

A software that allows businesses to access and use contact center tools remotely, without owning or maintaining the software themselves.

Why should You Leverage it?!

  • Reduces infrastructure costs and offers pay-as-you-go models.
  • Enables remote access for agents and supervisors globally.
  • Can easily be integrated with existing CRM and software systems.

Artificial Intelligence - AI

Refers to using smart technology to help customer service reps by automating tasks like sorting inquiries or providing automated responses, aiming to make the whole experience smoother and faster for customers.

Why it’s Implementation Matters?!

  • Streamlines operations, handling repetitive tasks swiftly.
  • Automates workflows, reducing human error and response time.

Automatic Call Distribution - ACD

A traffic controller for phone calls, directing incoming calls to the right agents based on predetermined rules or criteria, ensuring efficient and timely customer service.

Why it should be used?!

  • Reduces wait times, enhances customer satisfaction.
  • Minimizes idle time, increasing agent output.

Automatic Number Identification- ANI

Refers to a system that automatically identifies and displays the phone number of the incoming caller, helping agents quickly recognize and respond to the caller without asking for their information again.

Automatic Speech Recognition- ASR

A technology that understands and transcribes what customers say over the phone without human help, making it easier for companies to analyze and respond to customer needs efficiently.

Why it is useful?!

  • Automates call transcription, aiding agent comprehension.
  • Minimizes call handling time for quicker issue resolution.

Average Handle Time- AHT

Refers to the average duration an agent spends assisting a customer in a single interaction, including talk time and any related tasks, aiming for efficiency without compromising quality or customer satisfaction.

How it is essential?

  • Measures agent productivity and operational effectiveness.
  • A key indicator for contact center success and improvement.

Average Hold Time - AHT

Refers to the average amount of time customers spend waiting before they can speak to a representative.

Why you Should Monitor it?!

  • Lengthy wait times lead to customer dissatisfaction and frustration.
  • High hold times increase call abandonment rates.
  • Long waits impact brand image and reputation.

Average Speed of Answer - ASA

Refers to the average time a customer waits before an agent answers their call or query, indicating the efficiency of response time within the customer service system.

Why you Should Monitor it?!

  • Quick answers prevent customers from abandoning calls while adhering to SLAs..
  • Lower ASA indicates efficient call handling and resource utilization.

Average Talk Time- ATT

Refers to the average duration agents spend talking with a customer before ending the conversation.

Why you Should Monitor it?!

  • Measures agent productivity and resource allocation effectiveness.
  • Influences customer experience and service quality perception.

Average Time of Abandonment - ATA

Refers to the average duration customers wait on hold before hanging up, highlighting how long customers tolerate waiting before abandoning their call due to long wait times or frustration.

Why you Should Monitor it?!

  • Reflects service quality, affects brand loyalty, and customer retention.
  • Directly influences revenue, ROI, and profitability.
  • Influences staffing needs and resource allocation.

Average Wait Time- AWT

Refers to the typical duration customers spend on hold before speaking with a business service representative, showing how long people generally wait in line for assistance.

Why you Should Monitor it?!

  • Impacts customer experience, reflects service efficiency, and quality.
  • Influences public perception, brand image, and trust.


Refers to the person who handles customer inquiries, providing assistance, information, or resolving issues via phone, chat, or email.

Audio Conference

Refers to a communication method where multiple participants engage in a discussion or meeting via phone, enabling simultaneous interaction among agents, customers, or team members for real-time collaboration and support.

Auto Dialer

A tool that automatically calls phone numbers from a list, connecting agents to live people when the call is answered, helping maximize efficiency by avoiding manual dialing.

Why it should be Implemented?!

  • Automates outbound calls, saving time and resources.
  • Reduces manual dialing, enabling more connections per agent.

Automated Ticketing

Refers to using technology to create and manage customer inquiries or issues automatically, assigning them unique IDs for tracking and resolution, streamlining customer support processes.

Why you should keep track of it?!

  • Streamlines ticket creation, reducing manual effort and human error.
  • Ensures standardized ticketing processes for every customer interaction.
  • Monitors ticket progress and assigns responsibility transparently.

Accepted Call

Refers to the moment when a customer's call is answered and taken by a representative, indicating a successful connection and readiness to assist.

Agent Utilization

Refers to how effectively business representatives are handling incoming tasks or calls. It measures the amount of time agents spend assisting customers versus their available working time.

Auto wrap-up

Means the automatic process of ending a call or interaction, allowing agents a designated time to finish notes, complete tasks, or prepare for the next interaction without manual intervention.

Why agent must Utilize it?!

  • Ensures timely completion of customer interactions.
  • Prevents abrupt or prolonged conversations.
  • Allows seamless transition between customer interactions.

Automatic Callback

Means if you're put on hold, instead of waiting, the system offers to call you back when an agent is available, saving you time and hassle.

Agent Status

Refers to whether a business representative is available, busy helping a customer, or inactive, crucial for ensuring efficient customer service by showing if agents are ready to take calls or engaged in ongoing assistance.


Back Office Management

Refers to behind-the-scenes tasks like data entry, paperwork, and administrative work that support customer service operations, ensuring smooth functioning without direct interaction with customers.

Best-in-Class - BIC

Means having top-notch customer service that outperforms competitors, delivering exceptional support and solutions efficiently.

Business Continuity Planning - BCP

Refers to having a plan in place to ensure seamless customer service during unexpected events like natural disasters or technological issues, ensuring uninterrupted support to customers despite disruptions.

Why you should Incorporated it?!

  • Sustains customer service during crises, ensuring continuous support.
  • Ensures service availability, preserving client relationships and loyalty.
  • Protects brand image by offering consistent support and reliability.

Business Intelligence - BI

Refers to the systematic use of data analytics to optimize business operations, improve customer interactions, and make informed decisions for enhancing overall performance and customer satisfaction.

Why it Should be Used?!

  • Helps in identifying trends for service improvements and operational efficiency.
  • Pinpoints inefficiencies, reducing expenses in operations and management.

Business Process Outsourcing - BPO

Refers to hiring another company to handle your customer calls or services, allowing your business to focus on other important tasks while experts manage customer interactions.

Why it Matters for Businesses?!

  • Reduces operational expenses and overhead costs significantly.
  • Allows easy scaling up or down based on business needs.
  • Provides access to specialized talent and expertise.
  • Offers round-the-clock customer support and service availability.


Refers to standards or goals used to measure performance, like average call duration or customer satisfaction, helping assess how well the center is doing compared to industry norms or desired targets.

Why it’s Monitoring Matters?!

  • Assesses service standards, ensuring consistency and customer satisfaction.
  • Identifies strengths and weaknesses for better resource allocation.
  • Establishes achievable targets and motivates teams for productivity.

Bulk Email Marketing

Refers to sending a large number of promotional emails to a wide audience using automated tools and strategies to reach and engage potential customers efficiently.

Why it should be used?!

  • Reach a large audience instantly, enhancing customer engagement.
  • Tailor messages for targeted groups, boosting relevance and response rates.

Bulk SMS Sender

A process of sending a large number of text messages simultaneously to multiple recipients, often used for promotions, notifications, or updates in one go, efficiently reaching a wide audience at once.

Why it should be Used?!.

  • Automates message dissemination, saving manual effort and time.
  • Provides insights into message delivery and recipient actions.

Business Cloud Phone System

A virtual phone network in the cloud, allowing business representatives to handle customer calls, messages, and interactions from anywhere using the internet, making customer service more flexible and accessible.

Why it’s Implementation Matters?!

  • Reduce infrastructure costs with subscription-based models.
  • Agents can work from anywhere with internet connectivity.

Business Texting

Refers to using text messages for customer support, allowing agents to communicate with customers via text for inquiries, support, or information in a professional manner.

Blended Call Center Solution

A solution that combines different communication channels (like phone, chat, email) in one system, allowing agents to handle various types of customer inquiries efficiently, like a one-stop shop for all customer support needs.

Why it should be used?!

  • Improves service quality through diversified communication channels.
  • Reduces expenses via scalable technology and flexible deployment options.
  • Enables remote work and adaptable solutions for dynamic needs.

Blocked Call

A situation where a call is prevented from reaching its intended destination, often due to high call volume or system limitations, resulting in the caller being unable to connect or reach a customer service representative.

BPO Inbound Process

Refers to handling incoming calls or messages from customers seeking assistance or information, focusing on providing support rather than making outbound calls or sales pitches.

Why it is used?!

  • Ensures immediate assistance, enhancing customer experience and brand loyalty.
  • Opportunities for upselling or cross-selling products/services.
  • Addresses customer issues promptly, minimizing escalations.

BPO Outbound Process

Refers to making proactive calls, reaching out to customers or prospects for sales, surveys, or service follow-ups, aiming to initiate communication rather than waiting for incoming inquiries.

Why it is Crucial?!

  • Boost revenue through proactive sales and upselling opportunities.
  • Foster relationships via personalized outreach and follow-ups.
  • Identify potential prospects and nurture them into qualified leads.


Call Abandonment Rate

Refers to the percentage of customers who hang up or disconnect before connecting to a live agent in a call center, indicating how many customers give up while waiting for assistance.

Why it’s Monitoring Matters?!

  • Reflects customer dissatisfaction, affects brand loyalty, and brand perception.
  • Abandoned calls mean potential lost sales opportunities.


It means that instead of waiting on hold, customers can leave their number and the company will call them back when an agent is available, saving them time and hassle.

Why it Matters for Businesses?!

  • Ensures prompt issue resolution, enhancing customer experience.

Call Center Management Software

A tool that helps businesses organize and streamline their customer interactions, making it easier for their business reps to handle calls, messages, and customer information effectively, improving overall customer service and support.

Why it is Leveraged?!

  • Streamlines workflows, automate tasks, enhances productivity, reduces manual efforts.
  • Consolidates customer information, aids in informed decision-making, better insights.
  • Tracks agent metrics, call analytics, ensures quality service delivery.

Calling Line Identity- CLI

Refers to the phone number or information that shows who is calling, helping agents identify and personalize interactions with customers based on their details before answering the call.

Why it is crucial?!

  • Empower agents to access customer history for tailored support.

Call Management System - CMS

It organizes and directs incoming calls efficiently, ensuring they reach the right agents, minimizing wait times, and optimizing customer service delivery.

Why it is used?!

  • Streamlines call routing for faster resolutions and reduced wait times.

Communications Platform as a Service - CPaaS

Refers to a cloud-based solution integrating various communication channels (voice, SMS, chat) for customer interactions, enabling seamless engagement and flexibility in customer support operations.


A virtual assistant that helps customers get quick answers or assistance when they reach out for help, using text-based communication, similar to texting a knowledgeable friend for support or information.

Contact Center as a Service - CCaaS

It's about renting a fully equipped customer service center in the cloud, providing businesses with all the tools and software needed to manage customer interactions efficiently and effectively without owning or maintaining the infrastructure.

Why This Technology Matters?!

  • Lower upfront investment and pay-as-you-go model.
  • Quick setup without lengthy implementation processes.
  • Access advanced features without hardware constraints.
  • Seamlessly integrate with CRM and other systems.

Cloud Contact Center

It's like a virtual office for customer service, using internet-based tools to handle calls, messages, and interactions with customers from anywhere, making it flexible and scalable for businesses.

Why this technology Matters?!

  • Adjusts capacity to demand, aiding business fluctuations efficiently.
  • Provides actionable insights for performance enhancement and customer satisfaction.
  • Automatically managed, minimizing IT overhead and downtime.

Cloud IVR

Refers to an interactive voice response system hosted and operated in the cloud, enabling automated call handling, self-service options, and seamless customer interactions over phone lines using cloud-based infrastructure.

Cloud Telephony Integration - CTI

Refers to using internet-based technology to connect phone systems, enabling seamless communication and data sharing for customer interactions, all managed and accessed through the cloud.

Why it’s Integration is essential?!

  • Streamlines operations, automates tasks and boosts agent productivity.
  • Facilitates remote work and diverse contact center setups.

Customer Experience - CX

Refers to how customers feel about their interactions with the company's support team

Why it’s Monitoring Matters?!

  • Builds trust, retains customers, and fosters long-term relationships.
  • Influences brand perception, attracts new customers, and strengthens credibility.
  • Satisfied customers lead to repeat purchases, upselling opportunities.
  • Satisfied customers become ambassadors, promoting your brand organically.

Customer Experience Management -CEM

It means ensuring that every interaction with customers is smooth, positive, and meets their needs, aiming to create happy, satisfied customers through excellent service and support.

Why it should be used?!

  • Creates positive customer emotions and lasting connections.
  • Feedback aids in refining services and products.

Customer Information System - CIS

It's like a digital file cabinet storing all details about customers, helping agents quickly access info like past interactions and preferences to provide better and more personalized service.

Customer Relationship Management - CRM

It's about using tools and strategies to build strong connections with customers by understanding their needs and providing personalized support to keep them happy.

Why it should be used?!

  • Improves interactions, leading to better customer experiences.
  • Stores customer data for efficient access and use.
  • Builds stronger relationships, reducing customer churn.

Customer Satisfaction - CSAT

It means ensuring customers are happy and content with the service they receive when they reach out for help or information.

Why it is essential?!

  • Positive feedback enhances brand image, attracts new customers.
  • Happy customers spend more, driving higher sales revenue.
  • Satisfied customers refer others, boosting business growth organically.

Customer Service Representative- CSR

A person who helps customers with their questions, issues, or requests over the phone or online, aiming to make them happy and solve problems efficiently.

Call Barge

It is when a supervisor or manager joins an ongoing phone call between a customer and an agent to silently monitor or actively participate for coaching or assistance purposes in a contact center setting.

Why it is essential?!

  • Real-time coaching opportunities for call center agents.
  • Enhances service delivery and problem resolution.
  • Immediate intervention in challenging customer interactions.

Call Flow

It's like a roadmap that outlines the journey of a customer's call, guiding them through different steps or options to reach their desired destination or resolution, ensuring a smooth and efficient experience.

Call Logs

Refers to a record of all incoming and outgoing calls, containing details like timestamps, caller ID, duration, and outcomes, used for tracking and analyzing customer interactions and agent performance.

Call Monitoring

It's like having a supervisor quietly listen to customer calls to ensure quality and offer feedback for improvement without the caller knowing.

Why this feature can be used?!

  • Identifies areas for agent skill enhancement.
  • Helps in resolving disputes and customer concerns promptly.

Call Routing

It refers to directing incoming calls to the right person or department based on pre-set rules, ensuring you speak to the most suitable agent for your needs.

Why it’s implementation Matters?!

  • Ensures customers reach the right person promptly.
  • Routes based on customer profiles for tailored interactions.
  • Allows dynamic routing adjustments for changing call volumes.

Call Recording Software - CRS

It captures and stores phone conversations between agents and customers, allowing companies to review, analyze, and improve customer interactions for quality assurance and training purposes.

Why it should be used?!

  • Used for coaching and improving agent performance.
  • Provides evidence for resolving customer disputes or complaints.

Call Tracking Software - CTS

A software that keeps records of incoming and outgoing calls, helping businesses monitor, analyze, and improve their communication with customers by providing insights into call volumes, duration, and performance metrics.

Why it should be used?!

  • Tracks call metrics for assessing agent performance.
  • Analyzes calls to understand customer needs and behavior.

Call Transcription

It refers to converting spoken conversations during customer calls into written text, making it easier for agents to review, analyze, and refer back to the conversation's details for better customer service and record-keeping.

Call Whisper

A scenario where a supervisor can privately coach an agent during a live call without the customer hearing, providing guidance or information to assist the agent in handling the conversation smoothly.

Why it is essential for businesses?!

  • Allows on-the-go guidance without the caller's knowledge.
  • Reduces errors, escalations, and call handling time.

Call Detail Report - CDR

A document that outlines specifics about each phone call, including call duration, time, date, and other relevant details, helping track and analyze customer interactions efficiently.

Why this report Matters?!

  • Review call durations and service quality.
  • Spot recurring issues or customer concerns.

Cold Calling Software - CCS

It helps business reps make unsolicited calls to potential customers using automated tools, aiming to initiate sales or gather information without prior contact or permission.

Why this software is essential?!

  • Enables outreach to a broader audience for potential leads.
  • Reduces manual labor and operational costs in contact centers.

Compliance Management

It refers to following rules and regulations to ensure that customer interactions meet legal and industry standards, keeping everything above board and in line with the law.

Contact Center Campaigns

It refers to organized efforts by businesses to reach out to customers via phone, email, or other channels for specific purposes, like marketing a new product or conducting customer surveys.

Why it should be implemented?!

  • Tailored campaigns offer personalized customer experiences.
  • Targeted campaigns drive conversions and sales.

Contact Center Solution

A central hub for handling customer inquiries that helps agents manage calls, messages, and interactions efficiently, making sure customers get the support they need.

Customer Intelligence

It refers to gathering and using information about customers' behaviors, preferences, and history to better understand and assist them during interactions, making their experience more personalized and effective.

Why this Data is Essential?!

  • Tailors support based on individual customer preferences.
  • Identifies opportunities through customer behavior analysis.
  • Identifies at-risk customers and implements retention strategies.

Call Handling Analysis

It refers to evaluating how efficiently and effectively agents manage incoming calls, assessing factors like wait times, resolution rates, and overall customer satisfaction to improve service quality and performance.

Why it should be incorporated?!

  • Analyzing handling improves service quality and customer experience.
  • Pinpoints areas for training, workflow enhancement, and refinement.
  • Detects common issues, enabling proactive problem-solving.

Callback Messaging

It means allowing customers to request a return call instead of waiting on hold, providing a more convenient way to get assistance and reducing wait times.

Call Recording

It refers to the process of digitally capturing phone conversations between customers and agents for quality assurance, training, or compliance purposes.

Call Forcing

It means assigning agents to incoming calls automatically, ensuring every call gets answered, often without letting agents choose which calls they handle, keeping the queues moving efficiently.

Completed Call

It refers to the conversation with a customer that has ended, with their issue addressed or query resolved, marking the conclusion of the interaction.

Customer Acquisition

Refers to the process of gaining new customers by engaging and interacting with potential clients through calls or communications to encourage them to use or buy a product/service.

Call Center Dashboard

A visual tool that displays important information about ongoing calls, agent performance, and overall customer service metrics, helping managers easily track and manage operations effectively at a glance.

Why this Tool is crucial?!

  • Monitor KPIs for agents, queues, and service levels.
  • Allocate resources based on call traffic and demand patterns.
  • Make informed decisions using real-time data analytics.

Call Transfer

Refers to moving a customer's call from one agent to another or a different department for better assistance, ensuring the query gets resolved by the most suitable person.

Why it should be implemented?!

  • Prevent customer frustration by swift call transfers.
  • Facilitate teamwork among agents for complex issues.

Call Forwarding

It refers to directing incoming customer calls to another phone number or agent, ensuring seamless assistance or support despite the initial point of contact being unavailable.

Why it should be implemented?!

  • Ensures no missed customer inquiries or support calls.
  • Maintains seamless communication during emergencies or technical issues.



It is like an automated phone that calls numbers on behalf of agents, helping reach more people efficiently by connecting only answered calls to available agents, streamlining outbound communication.

Why it should be used?!

  • Automates dialing, reducing manual efforts and human error.
  • Maximizes agent talk time, boosting overall productivity.

Digital Subscriber Line - DSL

It refers to a high-speed internet connection that enables efficient communication between customers and agents, allowing smoother handling of calls, chats, and data transfer for better customer service.

How this technology is useful?!

  • Enables faster file sharing and data processing.
  • Supports high-quality VoIP calls for clearer conversations.
  • Facilitates dedicated bandwidth for smoother operations.

Dialer Software

A tool that automatically calls phone numbers from a list, connecting agents to live customers, optimising outreach, and reducing downtime between calls.

Why use this tool?!

  • Automates outbound calls, saving time and resources.
  • Reduces idle time, increases agent talk time.
  • Ensures more successful connections with customers.

Database Call Handling

It means efficiently retrieving and updating information stored in a database during customer interactions, ensuring quick access to relevant data for providing seamless assistance and resolving queries.

Why it is useful for agents?!

  • Ensures correct information retrieval, avoiding misinformation to customers.
  • Quick access to data leads to timely and precise responses.

Day-Of-Week Routing

It refers to directing incoming calls to specific agents or departments based on the current day of the week, ensuring customers are connected to the right people available on that particular day for more efficient assistance and service.

Why it’s integration Matters?!

  • Ensures adequate support during peak service times.
  • Balances workload across days, improving agent productivity.

Dual Last Mile

Refers to the implementation of two separate network connections, ensuring redundancy and reliability for uninterrupted communication between the contact center and end-users, thus minimizing downtime and enhancing service continuity.

Why organization should incorporate it?!

  • Ensures backup if one connection fails, ensuring uninterrupted service.
  • Enhanced stability through multiple networks for consistent operations.
  • Ensures minimal downtime, boosting customer experience.
  • Minimizes risks associated with network outages or disruptions.

Delayed Call

It means the customer waits longer than expected before connecting with a customer service agent due to high call volumes or longer queue times, leading to a delay in receiving assistance or support.

Dynamic Jitter Buffer

It helps smooth out variations in call quality by adjusting for delays, ensuring clearer and more stable communication between callers and agents, even when there are fluctuations in network conditions or call volumes.

Disaster Recovery

It means having a plan in place to keep customer service running smoothly, even if something unexpected, like a power outage or system crash, disrupts normal operations.

Data Recovery

It's like retrieving lost phone numbers and conversations from a backup system when they've been accidentally deleted or lost due to technical issues, ensuring that valuable customer information is restored and accessible again.

Data Privacy

Refers to safeguarding customers' personal information collected during interactions, ensuring it's securely handled and not shared without permission to protect individuals' confidentiality and trust.

Data Encryption

It means converting sensitive customer information into a secret code that's unreadable to unauthorized users, ensuring secure transmission and storage of data, like turning a message into a secret code only the intended recipient can understand.

Data Backup

It refers to creating copies of all important information (like customer details, call recordings) to prevent loss in case of system failures, ensuring smooth operations, and safeguarding against data loss.

Direct Inward Dialing - DID

It allows customers to directly call specific agents or departments without going through a main line, improving efficiency and offering personalized service by bypassing the general reception queue.


Email Response Management System - ERMS

It helps organize and reply to emails efficiently, ensuring timely and accurate responses to customer inquiries or concerns.

Why it should be used?!

  • Streamlines email handling, reducing response time and workload.
  • Categorizes and prioritizes emails for quicker resolution.
  • Timely, personalized responses improve overall customer experience.

Enterprise Application Integration - EAI

It means making different software systems (like CRM, databases, etc.) talk to each other seamlessly so that agents can access and share information easily during customer interactions.

How this technology is useful?!

  • Provides a holistic understanding of customers' interactions.
  • Access to up-to-date information for better decision-making.

Enterprise Resource Planning- ERP

It refers to a centralized system that manages customer interactions, data, and resources, streamlining operations to enhance customer service and overall efficiency.

Why it is useful?!

  • Streamlines contact data for efficient retrieval and analysis.
  • Enables access to comprehensive customer information.

Enterprise Contact Center

It is a centralized system used by big companies to manage all customer interactions, like calls, emails, and chats, to ensure efficient and consistent communication with customers.

Why enterprises use it?!

  • Enhances service quality, fostering positive customer experiences and loyalty.
  • Facilitates communication across diverse platforms for customer convenience.
  • Equips agents with tools for better engagement and problem-solving.

End of Call Disposition

Refers to categorizing and recording the outcome or result of a customer service call, summarizing what happened during the conversation and what actions were taken next, helping improve future interactions.

Why it should be done?!

  • Tracks agent efficiency and call outcomes for improvement.
  • Records customer feedback, issues, and preferences for analysis.
  • Forms the basis for comprehensive reports and analysis.

Efficiency Metrics

A measure of how quickly and effectively agents handle customer inquiries or issues, aiming to minimize wait times and maximize problem-solving within a set timeframe.

Why it’s monitoring Matters?!

  • Identify inefficiencies, boosting productivity and effectiveness.
  • Maintain high service standards, enhancing brand reputation.
  • Use metrics to make informed operational changes.

Expected Wait Time - EWT

It is the estimated length of time a customer might have to wait on hold before speaking to a customer service representative, giving an idea of how long they'll likely be on the phone before getting assistance.

Email Ticket System - ETS

It's like a digital filing cabinet that organizes customer emails into individual 'tickets' for easier tracking and resolution, ensuring each customer inquiry gets proper attention and follow-up.

Enterprise Live Chat

Refers to real-time messaging support between businesses and customers, allowing instant communication and assistance, similar to texting, for resolving queries or issues efficiently.

Enterprise Relationship Management - ERM

Refers to the strategic approach of building strong, lasting connections with customers by efficiently managing interactions and understanding their needs to enhance overall business relationships and satisfaction.


Refers to the process of transferring a customer's issue or concern to a higher level of support or management for further assistance when frontline agents are unable to resolve it satisfactorily.

Escalation Plan

It's like a step-by-step guide outlining how customer issues or complaints are gradually moved to higher levels of authority or expertise for faster resolution, ensuring problems are addressed effectively and timely.

Exchange Line

It's like a dedicated phone line connecting customers to agents. It allows customers to reach the center for support or inquiries.


First Call Resolution - FCR

It means solving a customer's issue or question on their initial call without needing further follow-ups or transfers, providing a solution right away.

Why businesses must strive for it?!

  • Enhances satisfaction by solving issues promptly and efficiently.
  • Cuts operational expenses associated with repeat contacts or escalations.
  • Builds trust and loyalty through swift issue resolution.
  • Boosts KPIs like Customer Satisfaction, Net Promoter Score, and customer retention rates.

First Call Resolution Rate- FCRR

It's the percentage of customer issues or questions resolved without needing additional follow-up calls or interactions.


It means predicting how many customer inquiries will come in, and when, to ensure enough staff is available to handle them efficiently, helping avoid long wait times or understaffing issues.


Grade of Service - GOS

It refers to the percentage of calls that are answered within a certain timeframe

Why this metric Matters?!

  • Directly impacts customer experience and service quality levels.
  • Determines adherence to agreed-upon service standards.

Global System for Mobile Communication Gateway- GSM Gateway

Refers to a device that enables the integration of GSM (mobile) networks with the center's infrastructure, allowing for outgoing and incoming calls via mobile networks using VoIP technology, thereby expanding communication capabilities.


HIPAA Call Center Software

It refers to the technology used in contact centers that ensures compliance with HIPAA regulations, safeguarding sensitive patient information during customer support interactions.

Why this tool is useful?!

  • Ensures adherence to strict healthcare data privacy regulations.
  • Protects sensitive patient information during interactions.
  • Facilitates tracking and documenting of protected health data.

Help Desk

It's like a friendly support hub where people get assistance, answers, and solutions for their questions or problems over the phone, email, or chat.

Hosted Call Center

It is a service where the infrastructure for managing customer calls is provided by an external company, allowing businesses to handle customer interactions remotely without managing the technical aspects themselves.

Handled Call

Refers to a customer inquiry or issue that has been successfully addressed or resolved by a representative during a phone conversation or interaction.

Hit Rate

Refers to the percentage of incoming calls that are answered by a live agent rather than being missed or unanswered.

Hold Direct Call Processing Time - HDCP

Refers to the duration a customer spends waiting on hold without being transferred or redirected during a call to a contact center, impacting how long they directly engage with the initial service or support agent.

Handling Time

Refers to the duration agents spend assisting a customer during a single interaction, including talk time and any related tasks, aiming for efficiency without compromising service quality.

Hosted Call Recording

It is like a digital recorder that stores phone conversations securely in the cloud, allowing businesses to review and analyze customer interactions for quality assurance and training purposes.


Interactive Voice Response - IVR

It is like a phone menu system that uses recorded messages and keypad inputs, allowing customers to navigate options or get directed to the right department.

Why it should be used?!

  • Streamlines call routing, reducing wait times and handling queries faster.
  • Seamlessly integrates with CRM systems for enhanced customer information access.
  • Empowers customers to solve issues independently, reducing agent load.

Internet Leased Line- ILL

It's a dedicated, high-speed internet connection solely used by businesses, ensuring fast and reliable communication with customers without sharing the road with others.

How this connection is essential?

  • Facilitates smooth data transfers for large-scale customer interactions.
  • Reduces delays in real-time communication with customers.
  • Provides a dedicated, secure network for sensitive data.

Inbound Contact Center Software

It refers to tools that manage incoming customer interactions, like calls or messages, helping agents efficiently handle inquiries and provide support, ultimately enhancing customer service experiences.

Why this tool should be used?!

  • Streamlines call routing and reduce wait times.
  • Manages calls, emails, and chats for seamless communication.
  • Tools aiding agents in managing tasks efficiently.

Intelligent Engagement Platform

It is a system that uses smart technology to help customer service agents interact efficiently and effectively with customers, providing personalized support and solutions.

Why this tool should be used?!

  • Improves customer interactions, personalization, and issue resolution efficiency.
  • Connects across various communication channels for consistency.
  • Equips agents with tools for better support and productivity.

Internet Phone - IP Phone

Refers to using the internet to make and receive calls instead of traditional phone lines, enabling cost-effective and efficient communication with customers using online connectivity.

Why this tool should be used?!

  • Enables connections worldwide without geographical limitations.
  • Facilitates agents to work from anywhere with connectivity.

Internal Metrics

Refer to the numbers and data used internally to track performance, like how quickly calls are answered or how long agents spend on calls, helping to improve efficiency and customer service.

Why it should be monitored?!.

  • Reflects service impact on customer experience and loyalty.
  • Pinpoints emerging issues and customer preferences promptly.

Issue Tracking System - ITS

It helps keep tabs on customer problems or questions by recording, organizing, and monitoring their progress, ensuring timely and effective resolution.

Why it is used?!

  • Consolidates customer problems for comprehensive tracking and analysis.
  • Enables prioritizing urgent issues, improving response time and service.
  • Assigns responsibility, ensuring follow-ups and timely resolutions.

Inbound Call

It is when a customer dials in to seek help or information, like calling customer support for assistance or inquiries.

Interexchange Carrier - IXC

It is like a highway for calls, enabling connections between different phone networks so customers can reach agents regardless of their service provider, ensuring seamless communication.

Internet Leased Line Service Provider - ILLSP

A company that offers dedicated, high-speed internet connectivity to businesses by leasing a fixed bandwidth connection without sharing with other users, ensuring consistent and reliable internet access for their operations.

Internet Protocol - IP

A set of rules that governs the sending and receiving of data packets across networks, enabling devices to communicate and be identified on the internet through unique IP addresses.

Internet Service Provider - ISP

It is a company that connects your business to the Internet, acting like a bridge between your devices and the World Wide Web.

Intelligent Virtual Assistant - IVA

It is like a knowledgeable, helpful robot that uses AI to answer questions, guide callers, and assist with tasks, making customer service smoother and faster.

International Organization for Standardization- ISO

It refers to a set of international standards ensuring quality service like how well calls are handled or customer satisfaction, aiming for consistent excellence.

Idle Time

It refers to the period when customer service agents are not actively engaged with incoming calls or tasks, essentially waiting for the next interaction, like being just relaxing themselves.


It means transferring customer inquiries or calls between different teams or departments to ensure efficient and effective resolution without disruptions or delays.

Internal Response Time

It refers to the duration it takes for a customer service agent to begin addressing a customer query or concern after it's been received within the company.

Information Management System - IMS

It is like a well-organized library where all customer-related details and interactions are efficiently stored and easily accessible, helping agents provide quick and accurate assistance during customer interactions.

Inbound Calls Per Agent Per Hour

It refers to the number of incoming phone calls each customer service representative handles within an hour, indicating their efficiency and workload in the business.

Internet Protocol Security - IPsec

It means using a set of rules and methods to secure communication channels, ensuring sensitive customer data exchanged between the center and clients remain private and protected from unauthorized access or tampering.


Key Performance Indicator - KPI

They are like scorecards that measure how well the center is doing, showing things like call waiting times, customer satisfaction, or issue resolution rates to help gauge performance effectively.

Why it is Crucial for businesses?!

  • Measures contact center efficiency, service quality, and productivity.
  • Helps identify patterns or issues for proactive solutions.
  • Highlights areas needing enhancement for continual improvement.

Knowledge Base

It's like a digital library containing helpful information and solutions for common customer queries, helping agents quickly find answers to assist customers effectively.

Knowledge Management

It involves organizing and sharing information effectively among support agents, ensuring quick access to the right information to better assist customers.


Least Occupied Agent - LOA

Refers to the staff member who currently has the fewest number of ongoing calls or tasks, making them available to take on new incoming calls or assist customers, reducing waiting times.

Local Area Network - LAN

It's like an internal phone system where all the computers and devices connect within the center, allowing seamless communication and data sharing among employees for customer support without relying on external networks.

Live Chat

Refers to real-time text-based communication between customers and support agents, allowing immediate assistance and problem-solving, similar to texting with a friend but for getting help with issues or inquiries.

Lost Calls

It means that customers' calls aren't answered due to high volume or long wait times, leading to them hanging up before getting help.

Load Balancing

It means evenly distributing incoming calls or tasks among available agents or resources to ensure efficient and fair handling without overwhelming any single agent or system.

Why it’s integration Matters?!

  • Distributes workload, prevents overload, ensures consistent service availability.
  • Accommodates increasing call volumes, handles traffic spikes effectively.
  • Utilizes resources efficiently, minimizes idle time, maximizes productivity.

Longest Call Waiting

Refers to the maximum amount of time a customer has been waiting in a queue before speaking with a customer service representative in a contact center.

Why it is essential to monitor this metric?!

  • Avoid customer frustration due to extended wait times.
  • Adjust staff based on call volume fluctuations.


Most Idle Agent

Refers to the staff member who has been free or not engaged in handling customer calls or tasks for the longest time, making them available to handle new inquiries promptly.

Multichannel Contact Center

It is a system that allows customers to reach a company through various communication channels like phone, email, chat, or social media, enabling businesses to interact with customers using their preferred method of communication, all in one centralized place.

Messaging Marketing

Refers to using text-based channels like SMS or chat to reach customers, providing personalized and convenient interactions for promoting products or services, and addressing queries or concerns efficiently.

Messaging Platform

A tool that allows customers to communicate via text or chat, enabling efficient, real-time interactions between customers and support agents for quick issue resolution and support.

MIS Report

A summarized document that presents key data like call volume, response times, and agent performance to help managers make informed decisions about improving customer service and operations.

Multichannel Cloud Contact Center

A system that lets businesses interact with customers across various communication channels like phone, email, chat, and social media, all managed through a cloud-based platform, making customer support more flexible and accessible.

Multichannel Customer Support

It means assisting customers through various platforms like phone, email, chat, and social media, offering different ways for people to get help all from one central support hub.

Mass Email Service

It is a tool utilized by sales agents for sending numerous email messages simultaneously.

Why use this tool?!

  • Reach large audiences swiftly for updates, promotions, and notifications.
  • Customize messages for targeted interactions, enhancing customer engagement.
  • Monitor email performance, analyze data for better strategies.


Natural Language Speech Recognition - NLSR

A technology that understands and interprets human speech naturally, allowing callers to speak conversationally instead of using specific commands, making interactions smoother and more efficient for both customers and agents.

Network Service Provider - NSP

A company that supplies and maintains the communication infrastructure (like phone lines or internet) allowing the center to connect with customers, ensuring smooth communication and support.

Number Masking

Refers to the practice of concealing the actual phone numbers of both customers and agents during interactions by assigning temporary or proxy numbers, ensuring privacy and security while enabling communication between the concerned parties.

Net Promoter Score- NPS

It measures how likely customers are to recommend a company's service to others based on their experience indicating customer satisfaction and loyalty.

Why it’s monitoring Matters?!

  • Measures loyalty through feedback for services/products.
  • Distinguishes enthusiastic, loyal customers for advocacy potential.


Off-Phone Activity - OPA

Refers to tasks or work done by agents that don't involve directly speaking with customers, such as handling emails, administrative work, or training, aimed at supporting customer service operations without being on an active call.

Omnichannel Contact Center

A system that lets businesses communicate with customers seamlessly across various channels like phone, email, chat, and social media, ensuring a unified and consistent experience regardless of how customers reach out.

Open Ticket

Refers to an unresolved customer issue or request that hasn't been fully addressed yet and is still awaiting resolution or follow-up by the support team.

Outbound Call

It means the center is dialing out to customers or prospects, reaching out to them for various purposes like sales, customer support, or surveys.

Outbound Call Campaign

It's like a team reaching out to people, making calls to offer services, gathering feedback, or sharing information, aiming to connect with them proactively.

Outbound Performance Metrics

Refers to benchmarks that track how well agents reach out to customers, like call success rates and the effectiveness of sales or service campaigns.

Offered Calls

Refers to the total number of incoming calls received by the center, indicating the volume of calls customers are making to that specific center at a given time.

Outbound Call Center Solution

A system that helps companies make outgoing calls to customers for sales, surveys, or follow-ups, enhancing their communication strategies and customer engagement.

Why use this solution?!

  • Initiates proactive customer outreach, boosting sales potential.
  • Monitors agent productivity and call outcomes effectively.


Post Call Processing - PCP

Refers to the actions taken after a customer conversation ends, like updating records or sending follow-up information, ensuring everything related to the call is properly documented and completed for future reference or action.

Private Automatic Branch Exchange - PABX

It's like a sophisticated phone system handling incoming/outgoing calls. It efficiently routes calls to the right agent or department, ensuring smooth customer service without manual intervention.

Private Branch Exchange - PBX

It's like an internal phone system allowing agents to manage incoming and outgoing calls within the organization, enabling efficient communication handling and routing for customer support.

Primary Rate Interface - PRI

Refers to a digital telecommunication interface providing multiple channels for simultaneous calls, enabling efficient handling of high call volumes with direct inward dialing (DID) capabilities.

Public Switched Telephone Network- PSTN

It's like a massive phone system that allows contact centers to connect calls between different phone numbers, enabling communication among customers and agents via traditional landlines and mobile networks.

Performance Metrics

Refer to measures used to assess how well the center is doing, such as call wait times, customer satisfaction ratings, and agent efficiency, helping managers to understand and improve overall service quality and effectiveness.

Phone Analytics

It means using data from calls to understand trends, customer behavior, and agent performance, helping improve service and efficiency by analyzing call details and patterns.

Platform as a Service- PaaS

It simplifies operations by offering a ready-to-use platform in the cloud, enabling businesses to run their customer support without worrying about managing underlying infrastructure or software.

Point-To-Point - P2P

Refers to a direct link established between two endpoints (such as a customer and an agent) for real-time communication without intermediary systems or routing, ensuring a direct and focused interaction.

Why businesses can utilize it?!

  • Ensures data transfer with minimal vulnerability to breaches.
  • Direct link reduces network congestion for consistent performance.
  • Minimizes delays by bypassing intermediary network nodes.

Power Dialer

It is like a speedy caller that automatically dials phone numbers for agents, making outreach faster by connecting them to live contacts without manual dialing, streamlining the process for efficiency.

Why it’s usage Matters?!

  • Rapidly dials numbers, minimizing downtime between calls.
  • Allows agents to handle more calls efficiently.

Predictive Dialer

It's like a smart calling system that automatically dials multiple phone numbers and connects agents to live answered calls, making the process more efficient by reducing wait times between conversations.

Why use this dialer?!

  • Automates call dialing, optimizing agent time and productivity.
  • Dials numbers when agents are available.

Progressive Dialer

It's like an automated phone that dials numbers one by one for agents, ensuring they connect to live calls and skip unanswered or busy lines, making their work more efficient and productive.

Why use this dialer?!

  • Automates call distribution, optimizes agent time, reduces idle time.
  • Maximized live connections, less dropped calls.
  • Minimizes manual tasks, allows focus on customer interaction.


Quality Assurance - QA

It is such that customer interactions (calls, chats, emails) meet standards by evaluating, coaching, and improving agent performance, aiming for excellent service and customer satisfaction.

Quality Monitoring - QM

It means regularly checking and assessing interactions (calls, chats, etc.) between agents and customers to ensure they meet set standards, aiming for excellent customer service and improved performance.

Quality of Service - QoS

It refers to how well customers are treated and their issues resolved promptly and satisfactorily, ensuring a positive experience during their interactions.


It's like a waiting line, where incoming customer calls or inquiries are held until an available agent is ready to assist, ensuring everyone gets help in order of arrival.

Quality Monitoring Scorecards

It is like a set of report cards that measures how well customer service representatives handle calls, assessing their performance based on set criteria to ensure they provide excellent assistance to customers.

Why this scorecard Matters?!

  • Measures agent adherence to service standards.
  • Pinpoints areas for improvement and recognition.
  • Ensures consistent service quality and satisfaction.


Real-Time Adherence - RTA

It means making sure that employees are working according to their scheduled tasks and breaks at that exact moment, helping the team stay on track without any delays or disruptions.

Reinforcement Learning from Human Feedback - RLHF

It means using input from people (such as agents or customers) to teach computer systems how to improve their responses or actions, enabling better performance and customer service through continuous learning from human interactions.

Request For Information - RFI

It is a formal ask for specific details or data about a customer's inquiry or issue, helping agents gather necessary information to assist effectively.

RCS Messaging

It means using advanced text messaging that allows businesses to engage customers with richer features like images, buttons, and interactive content, making conversations more dynamic and helpful.

Real Time Speech Analytics

It means instantly analyzing phone conversations while they happen to understand customer sentiments, detect key phrases, and provide immediate insights to improve interactions and customer experiences.

Reporting Metrics

It refers to the specific benchmarks used to track performance, like call waiting times or customer satisfaction ratings, helping understand how well the center is serving customers and where improvements may be needed.

Random Call Arrivals

It refers to incoming customer calls reaching a contact center at unpredictable times, impacting the workload and demand on customer service agents without a fixed pattern or schedule.

Ring Delay

It refers to the time taken before an incoming call starts ringing at an agent's desk, impacting how quickly a customer connects with a representative, leading to potential wait times or frustration.

Received Calls

Refers to the incoming phone calls that a contact center receives from customers seeking assistance, support, or information regarding products or services.


It refers to the process of automatically calling a customer again if their initial call was dropped or unanswered, aiming to reconnect and provide assistance without the customer having to redial the number themselves.

Ring No Answer - RNA

It means a call was made, but nobody picked up at the other end within the expected timeframe, leading to the call ending without being answered by anyone.

Why monitor this metric?!

  • Track agent availability and resource allocation effectively.
  • Pinpoints issues in call routing or staffing shortages.
  • Evaluating effectiveness in handling call overflow situations.


Salesforce Automation - SFA

It means using a CRM to handle tasks like managing customer interactions, tracking data, and streamlining processes, making it easier for agents to assist customers efficiently.

Software Defined Wide Area Network - SD-WAN

A technology that enables the centralized management of network connections, allowing businesses to efficiently control and optimize their wide area network infrastructure using software-based solutions.

Self Service Rate

Refers to the percentage of customer inquiries resolved without human assistance, where customers find solutions independently using automated systems or resources provided, reducing the need for direct agent involvement.

Sentiment Analysis

It is a technology deployed to understand the sentiment of customers if they are happy, frustrated, or neutral based on their conversations, helping companies gauge customer satisfaction and improve their services accordingly.

Service Level Agreement- SLA

It is like a promise or agreement between the company and its customers regarding the speed and quality of service, outlining response times or resolutions to ensure customer needs are met efficiently.

Session Initiation Protocol - SIP

It helps connect and manage calls over the internet, allowing agents to communicate with customers through voice, video, or messaging, like a digital switchboard for customer service interactions.

Software As a Service - SaaS

It means using cloud-based applications to handle customer support, allowing companies to access and use customer service software online without needing to install or maintain it on their computers.

Speech Analytics - SA

It means using technology to analyze and understand conversations between customers and agents, helping improve service by identifying trends, sentiments, and areas for enhancement from those interactions.

Speech to Text - STT

Refers to converting spoken customer interactions into written text for analysis, transcription, and insights, improving service quality and understanding customer needs.

Short Message Service - SMS

It means using text messages to help customers with their questions or concerns, providing quick assistance and support through texting.

Support Ticket System - STS

It is like a virtual waiting line that helps customer service teams organize and track customer issues or inquiries to ensure they are addressed in an orderly manner.

System Integrations

It means connecting different tools and software so they can work together smoothly, allowing agents to access all necessary information in one place for better customer service and efficiency.

Skill Based Routing - SBR

Refers to directing customer inquiries to specific agents based on their expertise or skills, ensuring you're connected to the right person who can best help you, and improving efficiency and customer satisfaction.

Why it is useful?!

  • Matches customers with agents possessing specific expertise.
  • Ensures tailored customer support, reducing wait times.
  • Routes to capable agents, reducing escalations.


A virtual phone that operates through a computer or mobile device, allowing customer service agents to make and receive calls using software instead of physical phones, enabling flexibility and integration with other tools.

Why use it?!

  • Reduces hardware expenses, utilizing existing devices for calls.
  • Allows agents to work remotely, ensuring 24/7 availability.
  • Enables international calling without geographical limitations.

Sticky Agent

Refers to a system that consistently assigns the same customer service representative to a specific customer for continuity and personalized service throughout their interaction, enhancing rapport and efficiency.

Why utilize this feature?!

  • Minimizes call transfers, resolving issues promptly.
  • Reduces the need for multiple contacts.
  • Enhances overall service quality and responsiveness.


Telephony Applications Programming Interface - TAPI

Refers to the technology that allows software systems in a call center to communicate with and control phone systems, enabling functionalities like call routing, recording, and integrating call data into other applications or tools.

Text to Speech - TTS

Refers to converting written text into spoken words so that automated systems can communicate information audibly to callers, enhancing customer interaction without human intervention.


Refers to the practice of using phone calls to promote or sell products/services to potential customers.

Text Message Marketing

It means using text messages to send promotions or updates to customers, aiming to engage them or keep them informed about products/services.

Ticketing System

It is like a digital to-do list that tracks customer inquiries or issues, helping agents organize and manage customer requests efficiently.


Refers to using technology for multiple people to have a meeting or discussion remotely, allowing agents to interact with customers or collaborate with colleagues over the phone or video without being in the same physical location.

Technical Support

It means getting help over the phone or online to fix problems with devices, software, or services, provided by experts who guide you through solutions in simple language.

Telephone Service Factor - TSF

It measures the percentage of calls answered within a specified time, showing how quickly calls are picked up by agents to provide timely assistance to customers.

Truecaller Verified Business Solution

A leading global platform that allows businesses to authenticate their caller identity, ensuring reliable and trusted communication with customers through verified caller IDs, enhancing trust and credibility in customer interactions.

Toll Free Number

It is a free-to-call phone line that allows customers to reach businesses without incurring any charges, facilitating easy and cost-free communication for inquiries or support.

Why it is useful?!

  • Enhances customer reach regardless of geographical location.
  • Encourages customer interaction without call charges.
  • Projects a credible and established business image.


Unified Communications - UC

It means using a single platform or system to integrate various communication channels (like calls, emails, chats) for smoother customer interactions and agent accessibility, making it easier to manage and respond efficiently to customer queries.

Uniform Call Distributor - UCD

It is like a traffic controller for incoming calls, ensuring they're evenly distributed among available agents, reducing wait times and improving customer service by efficiently managing call flow.

Unified Communications as a Service - UCaaS

It refers to using a cloud-based system that integrates various communication tools (like calls, chats, emails) into one platform, making it easier for agents to connect with customers efficiently and effectively.

Why this system is useful?!

  • Improves response times and accessibility for clients.
  • Easily adapts to changing contact center needs.
  • Centralizes tools for easier management and collaboration.


Virtual Assistant - VA

It is like a helpful digital agent that uses AI to interact with customers, answer queries, and assist with tasks, aiming to provide efficient and personalized support without needing direct human intervention.

Virtual Private Network - VPN

It's like a secure, secret tunnel that enables agents to access company systems remotely, safeguarding customer data while ensuring a private connection for handling calls and customer information from anywhere.


A computerized phone assistant that uses speech recognition to understand and respond to your queries, helping to automate customer service interactions over the phone.

Voice Broadcasting

Refers to the automated delivery of pre-recorded messages to a large audience simultaneously, enabling efficient outreach or notifications without individual agent involvement.

Voice of the Customer - VOC

Refers to understanding and listening to what customers are saying, feeling, and needing to improve services, ultimately aiming to meet their expectations and enhance their experience.

Voice over Internet Protocol - VoIP

It means using the internet to make and receive phone calls instead of traditional phone lines, allowing smoother, cost-effective communication with customers using the internet as the conduit for calls.


Refers to recorded messages left by customers when agents are unavailable, enabling them to leave inquiries or feedback for later follow-up and resolution.

Voice Response Unit - VRU

An automated phone system that uses recorded messages and keypad responses, directing callers to appropriate departments or providing information without needing to speak to a live person.

Virtual Call Center

A setup where customer service representatives work remotely from various locations but handle customer inquiries and support just like they would in a traditional office, using phone, internet, and software tools to assist customers.

Virtual Customer Service

Refers to providing customer support remotely, typically through digital means like phone, chat, or email, without a physical presence in a traditional office setting.

Virtual Phone System

It is like a digital switchboard that manages incoming and outgoing calls using the internet, enabling better customer support through features like call routing, queuing, and analytics without relying on traditional phone lines.


It is like a central phone system that uses the internet to manage calls, directing them to the right agents and handling multiple communication channels efficiently, making customer interactions smoother and more organized.

VoIP Service Provider

It is like a phone company using the internet to let call centers make and receive calls, helping them connect with customers using digital lines instead of traditional phone networks.

Virtual Number

Refers to a phone number not tied to a specific phone line, allowing calls to be routed to various destinations (agents, departments) without a fixed physical connection, enhancing flexibility and scalability in customer communications.

Why businesses can utilize it?!

  • Allows businesses to appear locally in various regions.
  • Keep personal numbers confidential for employees.

VoIP Call Center Software

It is a system that lets customer support teams make and receive phone calls over the internet, enabling efficient communication and customer service handling.

Why utilize this software?!

  • Reduces phone bills, no hardware maintenance, scalable solutions.
  • Call routing, analytics, CRM integration for improved operations.


Wide Area Network - WAN

It is like a highway connecting multiple locations, allowing seamless communication between them to handle customer calls and data across distant places.

Web Conferencing

Refers to using online tools that allow agents to interact with customers through live video, chat, or audio, enhancing communication and support by bringing face-to-face interaction virtually.

Wrap Time

It is the duration agents spend after a call to complete tasks like documentation or notes before they're ready for the next call

Web Chat

Refers to using an online messaging system for customer support, allowing users to interact with agents in real-time through text on a website, providing assistance or information.

Web Click-To-Talk - WCTT

It is like dialing a customer service hotline by clicking a button on a website, instantly connecting you with a live agent without needing to dial a phone number.


A technology that allows direct communication between customers and agents via web browsers, enabling real-time audio, video, and data sharing without additional software, making customer support more seamless and efficient.


Refers to a browser-based communication tool that allows agents to make and receive calls directly through the internet, streamlining customer interactions without needing traditional phone hardware.

Why businesses can utilize it?!

  • Lower expenses compared to traditional phone systems.
  • Enables remote work and global communication effortlessly.
  • Accessible from any internet-enabled device globally.

WhatsApp API

Refers to the integration that enables businesses to use WhatsApp messaging within their customer support infrastructure, allowing agents to communicate with customers, handle inquiries, and provide assistance via the WhatsApp platform directly from the contact center interface.

Why enterprises can benefit from it?!

  • Interact instantly, answer queries, provide support.
  • Connect with users worldwide, irrespective of geographic location.
  • Send alerts, updates, and notifications efficiently.
  • Share images, videos, and documents for enhanced communication.

WhatsApp Customer Service

It means providing customer support via WhatsApp messaging, assisting users with inquiries, issues, or information in a direct, conversational manner using the WhatsApp platform.

Why it is essential?!

  • Real-time support enhances customer satisfaction and query resolution.
  • Allows sharing images, videos, and documents for issue clarification.
  • End-to-end encryption ensures secure customer interactions.
  • Easily accessible through smartphones, enhancing convenience.
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