Category: Glossary

A service team focused on receiving and managing incoming calls from customers who need help or information.

A metric showing how often a customer’s issue is fully resolved during their first phone call, without needing a follow-up.

A company that develops and sells software independently of hardware manufacturers, though their software may work with specific hardware products.

The system behind the beeping tones you hear when pressing keys on a phone—it sends number signals using sound.

A scheduling method where software adjusts task priorities in real time based on changes or new conditions.

Technology used to reduce or eliminate echo on a voice call, improving clarity for better speech recognition and understanding.

Tools that help online stores personalize shopping, understand customer behavior, and provide support to improve the buying experience.

The full experience that students, applicants, or faculty have with an educational institution—how they communicate, access services, and get support.

Platforms and tools that help schools and universities improve student engagement, communication, and support throughout the learning process.

Digital tools and systems that support teaching and learning, helping students and educators achieve better results.