Call center VoIP software Definitions

  • C

    call center agent

    A call center agent is the person who handles incoming or outgoing customer calls for a business.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • E

    Erlang B

    Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)

  • Erlang C

    Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued)

  • I

    inbound call

    An inbound call is one that a customer initiates to a call center or contact center... (Continued)

  • inbound call center

    An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)

  • O

    off-peak

    Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

  • outbound call

    An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

  • outbound call center

    An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

  • S

    speech recognition

    Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search.

  • V

    virtual call center

    A virtual call center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization.

  • voice logger

    A voice logger is a device or program used to record audio information from telephones, radios, microphones and other sources for storage on a computer's hard drive or removable media.

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