Category: Glossary

An agent’s ability to manage several tasks or conversations at once.

A type of AI where systems learn from data and improve without being explicitly programmed.

Service where companies outsource the recruitment, training, and management of their workforce to a third party. It helps businesses stay focused on core operations while ensuring efficient, flexible, and cost-effective staffing solutions.

A Gartner report ranking technology vendors as Leaders, Challengers, Visionaries, or Niche Players.

An outsourcing model where services are provided from a nearby country, typically within the same region or time zone, for easier coordination.

A company hired to increase brand awareness, reach target audiences, and drive conversions.

A centralized location for monitoring traffic and managing staffing or resources in a networked contact center to maintain performance.

A contract setting general terms for future transactions between two parties.

Mobile commerce – buying and selling through mobile devices.

A metric showing the average percentage difference between forecasted and actual values.