Category: Glossary

Authentication technology that uses unique vocal features to identify and verify a speaker.

The percentage of calls or chats that are transferred to another agent or department.

A spoken instruction given to a device or AI system to perform a task.

Technology that enables long-distance voice communication.

A server-based system that integrates call control features like logging, voicemail, and conferencing.

Predefined limit used to measure performance. If exceeded, it signals the need for action to maintain service quality and efficiency.

A system that records, tracks, and manages customer interactions through a ticket number.

A security process that replaces sensitive data with a non-sensitive equivalent.

A telephone service where the recipient, not the caller, pays for the call (e.g., 800 numbers).

The design of telecom networks to efficiently handle expected data and voice traffic.