Category: Glossary

Predicting trends or events over a long period (6 months to 5 years).

An automated phone system that interacts with customers using voice or keypad inputs, often used to route calls or allow self-service.

The agent who has been idle the longest and is next in line to receive an incoming call.

A list of possible spoken responses programmed into an IVR system to help recognize and respond to user input.

An XML-based format for defining grammars used in speech recognition systems, specifying what words or phrases to recognize.

The quality of service and attentiveness received by guests from staff in places like hotels and restaurants.

A phone call that has been completely managed by an agent, from answering the call to resolving the customer’s issue.

The physical devices and equipment—like servers, computers, and phones—used in a contact center.

Information recorded from past events, often used to analyze trends and improve future performance.

Customer experiences that are highly customized using data, designed to match each person’s specific needs, behavior, and preferences.