ACD Automatic Call Distributor: a system used to reroute, forward or distribute calls to available representatives Abandoned Call Also often referred to as Lost Call, an Abandoned Call is a call that the caller disconnects before getting connected to an agent Activity Codes Also often referred to as Wrap-up Codes, Activity Codes are used by […]
BB2B Also often referred to as Business to Business, the term represents contact made to/from another business BSC Also often referred to as Balanced Scorecard, is a performance tool designed under certain strategy in order to maintain a semi-standard structured report. The report is proven through automation tools and designed methods and is used by […]
CCaaS Full term: Communication as a Service. Providing telecom services such as SMS as an internet-based service Calibrate Scoring agents according to their performance by standardizing the call center goals Call Also often referred to as Transaction or Customer Contact, it refers to any type of contact such as telephone calls, web calls and video […]
DData Direct Call Routing A feature of ACD that can process calls automatically in accordance to an information database stored in a separate system Data Mining Detection of associations and trends in a set of customer data, automatically Database A collection of data organized and structured in certain fashion so that the information of use […]