Glossary of Terms

ACD – Automatic Call Distributor. A phone system that performs four basic functions: answers incoming calls, gets information and instructions from database, determines the best way to handle the call, and sends the call to the proper agent, as soon as one is available.

agent – Person who answers calls in a call center. Also called Customer Service Representative (CSR).

agent metrics–agent reports – Allows agents to view and analyze team statistics as well as their own call log. – i.e. revenue generation, first call resolution

analog – An analog signal, such as voice or music, that varies in a continuous manner. An analog signal may be contrasted with a digital signal, which represents only discrete states.

Application – An application is a computer program designed to help the user perform a specific activity on their computer or mobile device. A software application is specifically used to perform a task for a user, whereas regular software has capabilities that integrate with the computer's operating system, but do not always directly interact with the user.

ARS/ TTS – Automatic Speech Recognition/Text-to-Speech

Average handle time – (AHT) The amount of time an agent is occupied on an incoming call.

Business to Business (B2B) – B2B describes commerce transactions between businesses.

Business to Consumer (B2C) – B2C describes commerce transactions between businesses and consumers.

CaaS– Communications as a Service

Call center – A call center is a physical location where a high volume of customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Call Centers typically provide voice only inbound, outbound and limited self-service customer interactions. See also: contact center.

Call distribution – The call volume distributed over the hours of the day.

Average Call Time (ACT) – A metric used in Contact Centers to measure the average time of a rep's calls.

call volume – The number of contacts or transactions per second.

caller – The party who calls for a service, gets connected to the system, and interacts with it

Capex – Capital Spending Expense

Channels – channels refer to the different communication mechanisms used by a customer to initiate contact with a company or vice versa. These include voice, email, chat, sms, video, web forms, fax and more.

contact center – contact center is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing.

A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is considered to be an important element in multichannel marketing.

customer experience – A customer experience is made of individual customer touchpoints. The sum of all experiences a customer has with a company over the lifecycle of their relationship is called a customer journey.

CMSP – Cloud Managed Service Partner

CPA – Call Progress Analysis

CPU – Central Processing Unit

CVD – Cisco Validated Design

CVP –Customer Voice Portal

CRM – Customer Relationship Management. A strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. If implemented properly, CRM will provide better customer service, make call centers more efficient, cross sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues.

database – A structured set of files, records, or tables. Often abbreviated DB. A collection of information organized in such a way that a computer program can quickly select desired pieces of data. You can think of a database as an electronic filing system.

downtime – downtime is a measure of the duration of time that a computer, network, or system is unavailable or fails to function and experiences an outage. Downtime is a measure of the duration of time that a computer, network, or system is unavailable or fails to function and experiences an outage.

escalation, UC help – An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts. In a call center, for example, an escalation plan specifies measures to be implemented when unexpected strain or an increased level of stress is placed upon the center. This stress can be in the form of a disaster or increased call volume. The escalation plan is put into effect once a certain threshold is hit, such as when the queue hits an unacceptable level.

event analysis – determination on root cause or how a process occurred

first contact resolution (FCR) – First contact resolution is the ability to address the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. Contact center managers carefully monitor follow–up calls because follow–up calls create an overall increased call volume which, in turn, requires more agents. In general, a contact center manager will accept an increase in talk time, as long as the first call resolution rate increases as well. Follow up calls can also be an indication of customer dissatisfaction.

hardware – The physical components of a computer system. The central processing unit, disks, tape and diskette drives, and so on, are all hardware.

HD Video – High Definition Video

hosted – See Cloud (link).

Inbound Call Campaign – Inbound or Inbound Dialing refers to any calls that are received by agents at your contact center. The most common use of an inbound dialing solution is a customer support or customer service hotline.

Infrastructure – Infrastructure refers to basic physical and organizational structures needed for the operation of an enterprise, as well as the services and facilities necessary to function. It can be generally defined as the set of interconnected structural elements that provide framework supporting an entire structure of development.

IP Phone – IP phones use an Internet connection to make and receive phone calls. They can be a low-cost alternative to traditional landline phone service. Any computer with a sound card can be used as an IP phone.

IPT readiness – refers to the ability for the infrastructure (cabling, PoE switches, power) to support IPT connectivity

IVR – Interactive Voice Response. A system that uses responses from a touch tone telephone to gather and store data. It uses a human voice to read back. When set up with voice recognition software, data can be gathered through voice instead of touch tone. See also VRU.

legacy applications – existing customer applications

logs – A record of actions that have occurred.

managed services – the monitoring and management of a client's infrastructure via a services offering from a provider, usually involves a NOC or support help desk

menu – Options presented to a user on a computer screen or with voice prompts

middleware integrations – connecting disparate systems with software

MS SQL2008 – cSQL Server 2008 Express is an ideal data platform for learning and building desktop and small server applications, and for redistribution by ISVs.

ODBC Link – Data Source Administrator– application that manages database drivers and data sources.

Opex – Operational Expense

Outbound Call Campaign – Outbound or Outbound Dialing refers to any calls that your agents make to customers, prospective leads, etc. It also includes calls that are made via Call Blast, or predictive dialer functions. Outbound dialing generally applies to many types of industries and businesses including outreach, promotions, and sales.

PDA – are these personal devices?  (Examples were iphones, flat panel, monitors)

phrase – A set of one or more words used within an application. Examples include "Thank you for calling XZY Business," "One," and "At the tone, press?."

port – A connection or link between two devices that allows information to travel to a desired location.

portal – A portal is a website that brings together information, resources, and web applications from diverse sources in a uniform way. Our portal offers 3CLogic clients access to self-service resources and can help them find the information and tools they need to smoothly manage their contact center including workforce management.

Premise-based services – Accessible in–office or at a certain location. Premise–based resources and systems are centralized, as opposed to remote.

PRI – Primary Rate Interface. The primary rate interface (PRI) is a telecommunications standard for carrying multiple DS0 voice and data transmissions between a network and a user.

PSTN – Public Switched Telephone Network. The public telephone network to which telephones, ACDs, and PBXs are connPSTN – Public Switched Telephone Network. The public telephone network to which telephones, ACDs, and PBXs are connected.

ROI – Return on investment.

queue – A type of directory number created to hold calls or messages that are waiting to be picked up.

Remediation – is the solving of a problem or issue.

reports agent – Allows agents to view team statistics as well as their own call log.

scalability – Scalability refers to the ability of a system to grow and adapt to changes as needed and without limit. Only cloud–based solutions are limitlessly scalable so as to provide extra data storage and system components as needed without the use of a physical infrastructure or hardware.

seasonal pricing– retail prices that vary by season.

server – A provider of resources.

single core processor – (or VM (VMWare?) equivalent?)– A chip with one CPU (one processing unit).

SIP – Session Initiation Protocol.  This specifically refers to a standard protocol used for initiating and terminating video and voice calls over an IP network. This is an open standard that the majority of VoIP or Internet Telephony providers adhere to.

SLA requirements – A service-level agreement (SLA) is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers (ISP)s provide their customers with an SLA. More recently, IS departments in major enterprises have adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers.

soft client – A softphone (software telephone) is an application program that enables voice over Internet Protocol (VoIP) telephone calls from computing devices. In the enterprise, softphones are sometimes referred to as soft clients.

SQL Server Express – SQL Server Express is a database software that works great with any web application framework such as PHP, and your favorite applications such as Wordpress, and Drupal. Free SQL server comes with reporting options and other expansions you're simply not going to find anywhere else. It's everything you're looking for in a database.

switch – A software and hardware device that controls and directs voice and data traffic. A customer-based switch is known as a private branch exchange

Talk Time – Talk time (the average time an agent spends on each call) is a common call center performance metric. In general, fast talk time averages are desirable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily.

Telephony – Telephony refers to the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. Telephony is commonly referred to as the construction or operation of telephones and communication systems which employ telephone equipment in the transmission of speech or other sound between points, with or without the use of wires. The term is also used for computer hardware, software, and network systems that perform functions traditionally performed by telephone equipment.

TTS – Text-to-Speech. An optional feature that allows an application to play speech directly from ASCII text by converting that text to synthesized speech.

uptime – Uptime is a measure of availability, stability, and security. It describes the amount of time that a network, computer, or system is available and running, without outages or the need to be rebooted for system-related maintenance. 3CLogic's contact center software solution offers up to 99.999% uptime.

UCCX – Unified Contact Center Xpress–Unified Contact Center Express (Unified CCX) delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This integrated, comprehensive, contact center solution is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.

UCM – Unified Contact Manager– The heart of the contact optimization platform. It unifies data from multiple sources, unifies control over the combination, updating, and distribution of the contact data, and unifies its availability where needed the most: in the address books of your employees' mobile devices.

VOC – Voice of customer (VOC) is used to describe the in–depth process of capturing a customer's expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives

voice gateways– A broadband voice gateway is a device that allows you to make telephone calls over a high–speed Internet connection rather than through a regular telephone outlet without having to go through your computer. The device or gateway, which is about the size of a video cartridge, is plugged into your broadband DSL or cable modem. You then attach an ordinary cord or cordless telephone to the gateway and make calls just as you would with the plain old telephone system (POTS). On the Internet, your call is carried in packets using Voice over Internet Protocol (VoIP).

Voice Platform – Platforms are the foundation on which voice applications are developed and deployed. They execute the commands and logic specified by the voice application, provide the speech processing capabilities (e.g., speech recognition, text-to-speech, voice authentication), enable application creation, interface to back–end systems (e.g., databases, CRM applications, legacy systems) and call center infrastructure (i.e., computer telephony integration) and provide system management and administration capabilities.

VoIP – Voice over Internet Protocol. A protocol enabling the transmission of voice in digital packets instead of traditional PSTN.

VRU – Voice Response Unit. A software system that uses responses from a touch tone telephone to gather and store data. It uses a human voice to read back. It is sometimes referred to as the Interactive Voice Response.

XM– Xpress Monitor

WAN – Wide Area Network

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