Category: Glossary

Software that enables computers to control phone calls—such as dialing, holding, and transferring.

The percentage of employees who leave an organization within a specific period, often used to measure workforce stability and retention.

Standard communication protocols for transmitting data over networks.

AI-based analysis that detects customer emotions and tone during interactions to assess satisfaction or urgency.

A numeric score (0–100) that reflects how positive or negative a customer interaction was.

A protocol used to manage voice, video, or message sessions over the internet.

The process of exchanging work shifts between two agents.

A unified dashboard that displays data from multiple systems in one view.

A mobile tool enabling efficient outbound calls for contact center agents.

A software-based phone that uses the internet to make calls—no physical handset needed.