Category: Glossary

The planning, organizing, and overseeing of business processes to ensure efficient production and service delivery. In contact centers, it involves managing teams, workflows, and resources to meet performance targets and deliver high-quality customer experiences.

Contacts initiated by the company to customers or prospects—via call, email, or chat.

A third-party company that manages customer interactions on behalf of another business. May operate locally or remotely.

When excess calls are rerouted to another group or location to balance workloads and reduce wait times.

A call routing method that allows multiple call center sites to share incoming calls and balance workloads across locations.

Using AI, workflow engines, and integrations to deliver seamless, automated customer experiences across all channels (voice, chat, email, SMS, social media, etc.).

A headset designed to block background noise, helping agents concentrate during customer interactions.

The full set of customer interactions across all digital and voice channels, forming a connected experience throughout the entire lifecycle.

Direct inbound calls to an agent’s personal extension, bypassing the automatic call distributor (ACD).

Personalized support based on real-time context from interactions across multiple channels chosen by the customer.