Category: Glossary

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.

Voice-controlled technology used on mobile devices.

The process of reviewing agent interactions for quality and consistency.

A data-routing technique that speeds up and improves network traffic flow.

Customer service offered in multiple languages to meet diverse customer needs.

Combining different content formats like text, video, and audio for communication.

A software structure that allows multiple clients (tenants) to securely share the same system.

The total revenue or profit a company expects to earn from a customer over the entire relationship.