Category: Glossary

Automated chat systems that help customers through conversational interfaces.

Web platforms enabling customers to solve problems or access account info independently.

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.

A system that directs customer contacts to the appropriate agent or department based on predefined rules.