Category: Glossary

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

How closely predicted contact volumes match the actual number of calls, chats, or emails received.

A set of communication standards that allows voice, video, and data to be transmitted over telephone lines digitally.

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.

Technology that identifies human emotions by analyzing tone, facial expressions, voice, and other cues.