Category: Glossary

AI-enabled support that predicts customer needs and offers proactive solutions.

A dialer that displays customer info to the agent before initiating the call, giving time to prepare.

A telecommunications standard that provides multiple voice or data channels over ISDN.

Time when agents are paid but not handling contacts, such as during training, meetings, or breaks.

Technology that intelligently routes interactions—voice and digital—across all channels using tools like ACD, IVR, and AI chatbots.

An agent status indicating they are not currently available to take calls.

The ability for customers to keep their existing phone number when switching to a new service provider.

The percentage of time agents spend handling interactions versus being idle. Calculated as workload hours ÷ staff hours.

Outsourcing work to a company in a distant country, often with a significant time zone difference.

Ready-made software or solutions that can be immediately implemented without customization.