Call center software

Email Alerts

Register now to receive SearchCRM.com-related news, tips and more, delivered to your inbox.
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

  • click-to-callback

    Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.  Definition

  • ANI (Automatic Number Identification)

    ANI (Automatic Number Identification) is a service that provides the receiver of a telephone call with the number of the calling phone.  Definition

  • customer service chat (CSC)

    In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company'...  Definition

  • talking translator

    A talking translator is a program that translates words and phrases from one language to another language and delivers the translation to the user as audio information.  Definition

  • issue tracking system (ITS)

    An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.  Definition

  • call logging

    Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between agents and callers.  Definition

  • callback messaging

    Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the q...  Definition

  • cross-media queuing

    In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive v...  Definition

  • Automatic Call Distributor (ACD)

    An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.  Definition

  • help desk

    In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem.  Definition

Back to top