Call Center Glossary

Definition: An abandoned call is a call that is initiated but not completed because the caller hangs up before an agent can answer. Why are Abandoned Calls Important in a Call Center? Abandoned calls can be a significant issue in a call center as they often indicate customer dissatisfaction. High rates of abandoned calls may […]

A person who manages inbound or outbound calls and other customer interactions for an organization. Agents are often put in a compromised position due to outdated technology, such as IVRs.

Definition: The agent desktop is a computer interface or software used by agents to manage their interactions with customers, including call routing, customer information, and call scripts. Why is an Efficient Agent Desktop Important? An efficient agent desktop can significantly improve agent productivity and customer satisfaction by providing a unified view of customer interactions. How […]

Definition: Agent utilization is a metric that measures the percentage of time that call center agents spend handling calls or performing call-related tasks. Why is Agent Utilization Important in a Call Center? High agent utilization rates can lead to agent burnout and decreased customer satisfaction. On the other hand, low utilization rates can indicate inefficiency. […]

A system that uses artificial intelligence to understand and respond to customer requests, making the interaction more natural and intuitive.

An IVR (Interactive Voice Response) is a computerized telephony system that allows individuals to interact with a phone system through voice and touch-tone keypad inputs.

The process of analyzing data from call center interactions to identify trends, insights, and areas for improvement.

Analyzing call data can help identify patterns and trends that can be used to improve call handling processes, including reducing wait times.

What is ANI Integration? ANI Integration refers to the process of incorporating Automatic Number Identification (ANI) functionality into a call center system. ANI is a feature that allows the telephone network to identify and transmit the caller’s phone number to the call center. How important is ANI Integration in a call center? ANI Integration is […]

Definition: The process of connecting different software applications using their APIs (a set of rules and protocols) to allow them to interact and share data. In a contact center, this integration can enhance functionality by enabling seamless communication between different systems, such as CRM software and communication platforms. 

Definition: Automated call routing is the process of automatically directing incoming calls to the appropriate customer service representative based on the caller’s needs or information provided. Why is Automated Call Routing Important in a Call Center? Automated call routing can improve customer satisfaction by reducing wait times and ensuring that callers are directed to the […]

Pre-recorded messages that are played to customers when they call into a call center, usually providing basic information or instructions. Automated messages in IVR causes frustration for customers

A telephony software system that answers incoming calls and routes them to a specific agent or department within a company. The IVR system intelligently routes a call to the most appropriate agent based on the caller’s needs.

Definition: An Automatic Call Distributor (ACD) is a telephony system that automatically routes incoming calls to the next available agent in a call center. Why is an ACD Important in a Call Center? An ACD is essential in a call center to manage incoming calls and distribute them to the most appropriate agent, ensuring efficient […]

What is Automatic Speech Recognition (ASR)? Automatic Speech Recognition (ASR) is a technology that converts spoken language into written text. It uses advanced algorithms and models to analyze audio input and transcribe it into a textual format that can be processed and understood by computer systems. The Importance of Automatic Speech Recognition in a Call […]

Refers to the amount of time an agent is occupied on an incoming call

Definition: Average hold time is the average length of time a customer is put on hold before interacting with a call center agent. Why is Average Hold Time Important in a Call Center? Average hold time is a crucial metric in call centers as long hold times can lead to customer dissatisfaction and increased call […]

The average amount of time it takes for an agent to answer an incoming call. Providing customers with self-service options, such as an interactive voice response (IVR) system, can reduce the number of calls that agents need to handle.

The average amount of time an agent spends talking to a customer during a call. Modern IVRs, such as OpenQuestion, provides a summary of information already provided, ensuring agents don’t have to ask again questions which were already answered, saving the agent time and the customer frustration.

Definition: Average Wait Time (AWT) is the average amount of time that a customer has to wait in a queue before they are connected to an agent. By directing calls to the most appropriate agent based on the customer’s needs, agents can handle calls more efficiently, resulting in faster call resolution times and reduced wait […]

Definition: Strategies ensuring a company maintains operation or quickly resumes after a disruption. It includes plans for data backup, system recovery, and alternative communication methods to ensure business processes can continue with minimal interruption.  Why is BCP Important in Business Operations? BCP is crucial for organizations to mitigate the impact of unforeseen events such as […]

A best practice in a call center, by definition, refers to a proven method, technique, or process that has consistently shown positive results in enhancing the efficiency, effectiveness, and overall performance of a call center

Definition: A best practice in a contact center, by definition, refers to a proven method, technique, or process that has consistently shown positive results in enhancing the efficiency, effectiveness, and overall performance of a call center. Why are Best Practices Important in a Contact Center? Adopting best practices can help contact centers deliver a consistent […]

Definition: Agents trained to handle both inbound and outbound calls, allowing for more flexible resource management. This approach optimizes workforce utilization by enabling agents to perform multiple types of tasks, improving customer service and response times.

Definition: A software application designed to automate certain tasks, often by simulating human conversation. Bots in contact centers can handle routine customer inquiries through chat or voice interactions, freeing up human agents for more complex issues.

Definition: The practice of contracting non-core business functions to a third-party provider. These services can include customer support, accounting, human resources, and IT support, allowing companies to focus on their core competencies. 

Definition: The set of software, hardware, and communication tools used by BPO service providers to deliver their services. These technologies aim to improve operational efficiency, productivity, quality, and scalability.

Definition: A technique that allows agents to handle both inbound and outbound calls as demand and strategy dictate. This flexible approach helps optimize agent productivity and ensures a balanced workload. 

Definition: A call center is a centralized office used for receiving or transmitting a large volume of inquiries by telephone. a call center, handles high volume telephone calls, usually with some amount of computer automation, such as IVRs. Call centers typically provide voice only inbound, outbound and self-service customer interactions. See also: Contact Center. Why […]

Definition: A call center agent scorecard is an important tool for measuring and improving performance in a call center. The scorecard typically includes key metrics like first-call resolution that provide a basis for helping customer service agents track KPIs. First-call resolution can be improved by modern IVRs, such as OpenQuestion. Why is a Call Center […]

Definition: Call center agent software is software that enables call center agents to effectively manage customer interactions. Most call center agent software includes IVRs, advanced cloud-based applications have automation capabilities that route calls to the right agent or department. Why is Call Center Agent Software Important? Such software can significantly improve agent productivity and customer […]

Definition: Call center agent utilization represents the percentage of time call center agents spend on handling calls and other customer interactions, and related work. These rates can be used to calculate agent efficiency. Agent efficiency can be improved by decreasing misrouting. Why is Call Center Agent Utilization Important? High agent utilization rates can lead to […]

Definition: Call center connectors are used to connect different types of technology to each other in order to improve the effectiveness and efficiency of the call center. They are integrations that allow call center software to communicate and share data with other business applications, such as CRM systems, helpdesk software, and AI tools like OpenQuestion. […]

Definition: Call center CRM (Customer Relationship Management) is a type of software that helps call centers manage and analyze customer interactions and data throughout the customer lifecycle. They can also be a call center technology solution that provides employees with access to account information and history to provide a real-time, personalized customer experience across all […]

Definition: Call Center Insight or Call Insight is a powerful call analytics feature included in OpenQuestion. By capturing detailed data from every customer interaction, call insight provides in-depth insights for optimizing contact center performance and enhancing customer experience.   Why is Call Center Insight Important? Insights can help call centers identify trends, spot issues, and make […]

Definition: Call center IVR (Interactive Voice Response) is an automated telephony system used in call centers that enables customers to interact with a company’s phone system through voice commands or by pressing specific keys on their phone’s keypad. IVR systems objective is to route callers to the appropriate department or agent by presenting a series […]

Definition: Call center management involves the way in which organizations manage the daily operations of the call center, including forecasting, scheduling, employee training, reporting, and all customer interactions. To be efficient in call center management, operational excellence and customer experience needs to be aligned. Why is Call Center Management Important? Effective management can help call […]

Definition: Call center reporting involves the collection, analysis, and presentation of call center data to provide insights into call center performance. Call centers track and report on KPIs and other predefined metrics. These give insights into overall call center efficiency and productivity; customer journeys; and the performance of individuals such as agents. Why is Call […]

A customer experience strategy that modernizes call center technologies and platforms, through the use of digital channels, in order to improve customer satisfaction.

Definition: Measures the effectiveness of an IVR (Interactive Voice Response) system in resolving customer queries without the need for a live agent, focusing on keeping calls within the automated system to improve efficiency and reduce operational costs.

Definition: Strategies or technologies used to redirect incoming calls to alternative channels or self-service options, aiming to reduce the volume of calls reaching live agents. This can improve efficiency and customer satisfaction by providing faster resolutions through automated means.

Definition: Call misrouting is when an incoming call gets directed to the wrong person or department within a call center or organization. This can happen due to various reasons, such as incorrect routing instructions, outdated IVRs, or technical issues with the call routing system.  Why is Call Misrouting a Problem in a Call Center? Call […]

Definition: A call queue is a system used by call centers to manage incoming calls when all agents are currently busy with other customers. When a call is placed in a queue, the caller is placed on hold until the next available agent is able to take their call. While call queues are an essential […]

Definition: Call routing is the process of directing incoming calls to the appropriate destination or agent within a business or organization. It involves determining the best path for a call based on factors such as the purpose of the call, the skill set of available agents, and the caller’s location or language preferences. Call routing […]

Definition: A feature that allows customers to request a callback rather than wait on hold. This improves customer experience by reducing wait times and ensuring that calls are returned promptly. 

Definition: A cloud-based solution that provides businesses with a complete contact center infrastructure without the need for traditional on-premise setups. This service model offers scalability, flexibility, and access to advanced features, enabling businesses to improve customer service and reduce costs. 

Definition: A chatbot is an AI-powered software designed to interact with humans in their natural languages. These interactions can occur in messaging apps, websites, or over the phone. It’s AI-driven program that simulates human conversation, often used to handle inquiries or tasks through chat platforms Why is a Chatbot Important in a Call Center? Chatbots […]

Definition: ChatGPT is an AI language model developed by OpenAI. It’s designed to generate human-like text based on the input it receives. GPT (Generative Pre-trained Transformer) is an artificial neural network architecture based on the Transformer architecture and used for natural language processing. Why is ChatGPT Important in a Call Center? ChatGPT can be used […]

Definition: A ChatGPT connector for call centers can provide an API for integrating ChatGPT into the call center’s existing infrastructure, allowing for seamless interaction with customers via virtual assistants powered by AI language models. Why is a ChatGPT Connector Important for Call Centers? A ChatGPT Connector can enhance call center operations by providing AI-powered assistance […]

Definition: GPT can be used in a call center to automatically generate responses to customer queries, based on pre-trained language models. This can help reduce wait times and improve overall customer satisfaction. Why is ChatGPT Important for Call Centers? ChatGPT can handle customer queries, provide real-time assistance to agents, and generate insights from call center […]

Definition: ChatGPT can be utilized in contact centers to assist agents by generating real-time suggestions and automating routine tasks like filling forms, freeing up agents to focus on complex customer interactions. Why is ChatGPT Important for Contact Centers? ChatGPT can handle customer queries across multiple channels, provide real-time assistance to agents, and generate insights from […]

Definition: ChatGPT integration in call centers can provide an AI-powered virtual assistant that can assist agents by answering customer queries, providing real-time recommendations, and automating tasks, resulting in improved productivity and customer satisfaction. Why is ChatGPT Integration Important for Call Centers? ChatGPT Integration can enhance call center operations by providing AI-powered assistance for handling customer […]

Definition: A cloud call center is a web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.   Why is a Cloud Call Center Important? […]

Definition: Cloud call center benefits refer to the advantages gained from using cloud technology in a call center, such as cost savings, scalability, flexibility, and access to advanced features. A cloud call center is a type of call center that operates in the cloud, using internet-based technology to manage customer interactions.   Scalability: Cloud call centers […]

Definition: A cloud contact center is a central point in an enterprise, hosted on an Internet server, from which all inbound and outbound customer communications are handled. Cloud contact centers make interactions through voice, email, social media and the web accessible from virtually anywhere.   Why is a Cloud Contact Center Important? A cloud contact center […]

Definition: A cloud contact center is a type of contact center that operates in the cloud, using internet-based technology to manage customer interactions.   Scalability: Cloud contact centers are highly scalable, allowing businesses to easily increase or decrease their capacity based on call volume or business needs. This allows businesses to avoid over-provisioning and paying for […]

Definition: Contact center agents are the frontline representatives of any organization, responsible for providing high-quality customer service and resolving customer issues. These employees play a crucial role in building a positive brand image and enhancing customer satisfaction levels.  However, many contact center agents are often hindered by outdated technology, such as IVRs, which can create […]

Definition: Contact center connectors are software applications that enable different communication channels such as phone, email, chat, social media, and others, to be integrated into a single platform or system. they are integrations that allow contact center software to communicate and share data with other business applications, such as CRM systems, helpdesk software, and AI […]

Definition: Contact center CRM (Customer Relationship Management) is a contact center software solution that provides employees with access to account information and history in an effort to provide a real-time, personalized customer experience across all channels, including voice, web and social. A call analytics solution provides a fine-grained detail of each step taken during a […]

Definition: Contact center IVR (Interactive Voice Response) is an automated telephony system used in call centers that enables customers to interact with a company’s phone system through voice commands or by pressing specific keys on their phone’s keypad. IVR systems objective is to route callers to the appropriate department or agent by presenting a series […]

Definition: The way in which organizations manage the daily operations of the contact center workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys. To be efficient in contact center management, operational excellence and customer experience needs to be aligned. Why is Contact Center Management Important? Effective management can help contact centers […]

Definition: Conversational AI refers to the use of natural language understanding and machine learning to create intelligent virtual assistants that can communicate and engage in human-like conversations with users. One platform with an open architecture for Conversational AI is Teneo, which allows you to integrate to the call center platform of your choice, including Microsoft, […]

An IVR system that uses natural language and artificial intelligence to understand and respond to customer requests in a conversational manner, such as OpenQuestion. Definition: Conversational IVR (Interactive Voice Response) is an advanced form of IVR that uses natural language and artificial intelligence to understand and respond to customer requests in a conversational manner, such […]

Definition: A framework used by companies to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and sales growth. 

Definition: Customer Effort Score (CES) is a measurement focused on service interactions in contact center environments. It provides a way to measure how customer centric channels and touchpoints are in their design and management, and how they promote ease of use, simplicity and effortless interaction. Why is Customer Effort Score Important in a Contact Center? […]

Definition: Customer engagement refers to the depth of the relationship a customer has with a brand, often reflected by the level of interaction between the customer and the company. The ongoing relationship a customer has with an organization based on relevant, personalized experiences and the anticipation of the customer’s evolving needs. Customer engagement can be […]

Definition: CX 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. In this learning hub you can find resources on how CX can be improved in a call- and contact center. Why is Customer Experience Important […]

Definition: Customer Experience Management (CEM) is a strategy that focuses on the operations and processes used to create a positive customer experience with focus on your organization, product, service, or brand. Why is Customer Experience Management Important in a Contact Center? Effective CEM can lead to higher customer satisfaction, increased loyalty, and positive word-of-mouth, all […]

Definition: Customer feedback is an essential element of customer service. It is any information provided by customers that can help businesses better understand their customers’ needs and expectations. Customer feedback can be gathered in various forms, including surveys, focus groups, customer service calls, online reviews and social media comments. The feedback can provide insight into […]

Definition: Customer interaction analytics is the process of turning unstructured data found in email, voice, chat and more into structured data that can be searched and analyzed. Why is Customer Interaction Analytics Important in a Contact Center? Customer interaction analytics can provide valuable insights that can help improve customer service, personalize customer interactions, and enhance […]

Definition: The customer journey consists of multiple touchpoints and key interactions each customer or prospect has with a company—including messaging, employees, processes, products or services. Single or multiple interactions can be considered a customer journey and are part of a holistic customer experience lifecycle. Customer journeys in a call- and contact center can be improved. […]

Customer journey management is the practice of using behavioral trends and technology to influence and optimize the customer experience (CX). Customer journey management aims to minimize the customer effort across all channels and touchpoints, ensuring a seamless experience every time a customer interacts with your company. Definition: Customer journey management is the practice of strategically […]

Definition: Customer journey optimization is the process of connecting and mapping customer interactions, across multiple touchpoints, in order to direct or influence the end-to-end experience. Why is Customer Journey Optimization Important in a Contact Center? Customer journey optimization is crucial in a contact center as it enables the center to provide a seamless and personalized […]

Definition: A metric estimating the total value a customer is expected to bring to a company over their entire relationship. It helps businesses understand the long-term value of maintaining good customer relationships. 

Definition: A measure of how well a company keeps its customers over a period. High retention rates are indicative of customer satisfaction and loyalty, crucial for long-term business success.

Definition: Customer Satisfaction (CSAT) is a measurement that determines how an organization meets the expectations of its customers based on satisfaction. Customers are asked a question following a transaction about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied). Why is Customer Satisfaction Important in a Contact […]

Definition: Customer self-service refers to a service provided by a company that allows customers to handle their own inquiries, purchases, or support needs without the assistance of a customer service representative. Why is Customer Self-Service Important in a Contact Center? Customer self-service plays a vital role in a contact center as it offers numerous benefits. […]

Definition: Customer service is the assistance and service provided by an organization to customers before, during, and after the purchase of products or services. Call routing is often used to improve customer service. Why is Customer Service Important in a Contact Center? Customer service plays a vital role in a contact center as it directly […]

Definition: Decreasing misrouting involves improving the accuracy of call routing in a contact center to ensure that customers are directed to the most appropriate agent or department. Why is Decreasing Misrouting Important in a Contact Center? Decreasing misrouting is crucial in a contact center as it has several benefits. By improving the accuracy of call […]

The difference between IVR and conversational IVR, is that a traditional IVR (Interactive Voice Response) system is an automated telephony technology that allows callers to interact with a computerized menu using touch-tone. The IVR system then routes the call to the appropriate agent or department based on the selection made by the caller. IVR-systems cause […]

Definition: This is a question that many businesses ask to understand customer perceptions of IVR (Interactive Voice Response) systems. Consumer opinions about Interactive Voice Response (IVR) systems are mixed, with some finding them convenient for self-service options, while others find them frustrating due to long wait times and difficulty navigating menus. Why is Understanding Consumer […]

Definition: Touchtone dialing. In DTMF, pushing the button sends a combination of two tones’ one high frequency, one low frequency. DTMF is considered a legacy technology because it is a relatively old method for transmitting and receiving signals over phone lines. DTMF technology was first introduced in the 1960s and became widely adopted in the […]

The process of transferring a customer interaction to a higher-level agent or supervisor, typically due to the complexity of the issue or dissatisfaction with the initial response.

Definition: First Call Resolution (FCR) in a call center is a metric that measures the percentage of calls that are resolved by the contact center agent during the first call. FCR is a measure of a call center’s effectiveness in resolving customer issues or inquiries during the initial contact. Why is First Call Resolution Important […]

The ability to address the customer’s need the first time they call or connect with an agent, thereby eliminating the need for the customer to follow up with a second interaction.

Definition: GPT-3 (Generative Pretrained Transformer 3) is an autoregressive language model that uses machine learning to produce human-like text. GPT-3 is a language model developed by OpenAI that uses deep learning to generate human-like text. It can perform various natural language processing tasks, including language translation, question-answering, and text summarization. Why is GPT-3 Important in […]

Definition: Generative Pre-trained Transformer 4 is a multimodal large language model created by OpenAI and the fourth in its GPT series. Enhancing GPT-4 with OpenQuestion OpenQuestion can play a significant role in enhancing GPT-4 performance in a contact center. By providing real-time insights into customer needs, OpenQuestion enables GPT-4 to better understand and respond to […]

Definition: High transfer rates in a contact center refer to a high percentage of calls being transferred from one agent to another. This often occurs when the initial agent is unable to resolve the customer’s issue. Why are High Transfer Rates a Concern in a Contact Center? High transfer rates can be a concern in […]

An IVR (Interactive Voice Response) is an automated system that allows callers to interact with a computerized voice system using touch-tone or voice commands. IVRs are used in contact centers to provide self-service options to customers. Understanding How an IVR Works IVRs work by presenting a menu of options to callers and using voice recognition […]

Interactive Voice Response (IVR) systems use pre-recorded voice prompts and touch-tone keypad or voice recognition inputs to interact with callers, guiding them through menus and providing self-service options or routing them to the appropriate agent.

IVR systems work by using voice recognition or touch-tone keypad inputs to guide callers through a series of pre-recorded prompts and options. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it […]

Definition: This is a question often asked by contact centers looking to improve their call routing accuracy. Misrouting in call centers can be avoided by implementing call routing based on the caller’s intent, providing clear menu options, training agents to handle different types of calls, and regularly reviewing call logs and routing patterns to identify […]

Definition: Misrouting in contact centers can be avoided by implementing intelligent routing based on customer needs, ensuring agents have access to relevant customer data, providing ongoing training, and regularly monitoring call logs and routing patterns to identify and address any issues. Understanding How to Avoid Misrouting in Contact Centers Misrouting in contact centers refers to […]

Definition: An inbound call center is a customer service function dedicated to receiving incoming calls from customers or potential customers. The inbound call center handles a variety of customer calls, ranging from product questions to technical support to sales inquiries. Inbound call routing is a challenge for many call centers. One call center that had […]

Definition: Intent Recognition is the ability of a virtual assistant or an AI system, to understand the purpose or goal of a customer’s request.  Why is Intent Recognition Important in a Contact Center? Intent recognition plays a crucial role in a contact center as it enables the system to understand and identify the specific needs […]

An IVR system uses responses from voice or a touch tone telephone to gather and store data. An IVR is automated telephone information system that speaks to the caller. When set up with voice recognition software, data can be gathered through voice instead of touch tone.   One of the main challenges of IVRs is the […]

Definition: IVR (Interactive Voice Response) systems are a technology that allows a computer to interact with humans through voice and DTMF (Dual-Tone Multi-Frequency) tones. While IVR is not an API (Application Programming Interface) itself, it can be integrated with other systems through APIs. Understanding IVR and API An IVR system enables human-computer interaction through voice […]

IVR stands for Interactive Voice Response, which is a technology used to automate interactions with telephone callers. When set up with voice recognition software, data can be gathered through voice instead of touch tone.   One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited […]

IVR call center refers to the use of IVR technology in a call center environment to automate certain functions and provide self-service options to callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to […]

In a call center environment, IVR is used to provide self-service options to callers before they reach a live agent. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date […]

IVR stands for Interactive Voice Response, which is a technology used in communication that allows callers to interact with pre-recorded voice prompts and navigate menus using touch-tone keypads or voice recognition to perform self-service tasks or route to the appropriate agent.

IVR means Interactive Voice Response, which is a technology used to automate interactions with telephone callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, […]

Definition: An IVR phone is a phone system that uses IVR technology to interact with callers and provide automated services. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date […]

Definition: An IVR phone system is the physical hardware used to make and receive phone calls using IVR technology. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with […]

Definition: IVR self-service solutions refer to the implementation of Interactive Voice Response (IVR) technology that enables customers to independently resolve their issues or inquiries without the need for assistance from a live agent. Through voice prompts and menu options, customers can navigate the IVR system to access relevant information, perform transactions, or complete tasks. They […]

IVR stands for Interactive Voice Response. When set up with voice recognition software, data can be gathered through voice instead of touch tone.   One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that […]

In a call center environment, IVR stands for Interactive Voice Response, which is used to provide self-service options to callers before they reach a live agent. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system […]

In a call center environment, IVR stands for Interactive Voice Response, which is used to provide self-service options to callers before they reach a live agent. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system […]

An IVR system is a computerized telephony system that uses IVR technology to interact with callers and automate certain call center functions.   One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it […]

Definition: IVR technology, short for Interactive Voice Response, refers to a system that enables human-computer interaction through the use of voice prompts and input via Dual-tone Multi-frequency (DTMF) tones entered on a keypad. IVR technology is a type of technology that uses automated voice and touch-tone input to interact with customers and provide information or […]

Definition: The two types of Interactive Voice Response (IVR) systems are Inbound IVR, which is used for customer self-service, and Outbound IVR, which is used for proactive customer outreach and notifications. Why Understanding IVR Types is Important? Understanding the different types of IVR is crucial for businesses as it enables them to choose the most […]

Definition: An IVR virtual agent is an AI-powered agent that utilizes an Interactive Voice Response (IVR) system to interact with customers. It is capable of handling a variety of tasks, including answering customer queries, routing calls, and performing simple transactions, without the need for human intervention. Why is an IVR Virtual Agent Important? An IVR […]

Definition: IVR voice interaction design refers to the process of designing the voice prompts and conversation flows in an Interactive Voice Response (IVR) system. It involves creating clear and concise voice prompts, designing intuitive menu options, and ensuring user-friendly conversation flows to enhance the user experience and improve customer satisfaction. Why is IVR Voice Interaction […]

Definition: Journey mapping in a call center, is the process of visually illustrating the actions and perceptions customers take or have as they achieve their goals throughout a relationship with your company. Journey mapping helps cross-functional teams align on ideal journeys that can improve the customer’s experience. Why is Journey Mapping Important? Journey mapping is […]

Definition: A Key Performance Indicator (KPI) is a measurable value used to evaluate the success or performance of a call or contact center, such as call resolution time, customer satisfaction, or agent productivity. Why are KPIs Important in a Contact Center? KPIs are important in a contact center as they provide a quantifiable way to […]

Definition: A modern contact center is a central point in an enterprise from which inbound and outbound customer communications—including voice calls, email, social media, and Web chat—are managed and supported to continuously meet the adoption of new customer experience (CX) channels. The contact center plays a critical role in today’s customer experience. As customer expectation […]

Definition: Modern IVR refers to Interactive Voice Response systems that leverage the latest technologies, including artificial intelligence (AI) and natural language processing, to provide a more intuitive and efficient customer service experience. These systems go beyond traditional touch-tone IVR by enabling customers to interact with the IVR using natural language and allowing the IVR to […]

Definition: A multi-channel cloud contact center is a customer experience (CX) solution that integrates multiple touchpoints – including voice, text, social media and the web – making them accessible via an Internet server. Why is a Multichannel Cloud Contact Center Important? A multichannel cloud contact center is important because it enables businesses to meet customers’ […]

Definition: Natural language IVR is a type of Interactive Voice Response system that utilizes natural language processing (NLP) technology to understand and respond to customer queries in a conversational manner. Unlike traditional IVR systems that rely on fixed menu options, natural language IVR allows customers to express their needs and inquiries using their own words, […]

Definition: Natural Language Processing (NLP) is a field of artificial intelligence that focuses on the interaction between computers and humans through natural language. It involves the development and implementation of algorithms and models that enable machines to understand, interpret, and generate human language in a valuable way. NLP encompasses various tasks, such as language understanding, […]

What is Natural Language Understanding (NLU)? Natural Language Understanding (NLU) is a branch of artificial intelligence that focuses on the ability of a computer system to comprehend and interpret human language in a way that is similar to how humans understand it. NLU enables machines to analyze and derive meaning from unstructured textual data, such […]

Definition: Net Promoter Score (NPS) is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Net Promoter Score (NPS) is a macro metric based on the single question and has been adopted by leading companies worldwide as the standard for measuring and improving customer loyalty. Why […]

Definition: Omnichannel refers to a customer service approach that aims to provide a seamless and consistent experience across all communication channels, including voice, email, chat, and social media. Why is Omnichannel Important in a Contact Center? Omnichannel is important in a contact center as it recognizes the diverse preferences of customers and enables businesses to […]

Definition: An omnichannel cloud call center is a multi-channel contact center that delivers seamless customer experiences across all touchpoints leveraging modern cloud-based infrastructure and services. A third-party service provider hosts the call center infrastructure in their own data center and the company will pay a monthly or annual service fee for hosting the infrastructure. Why […]

An omnichannel cloud contact center is a multichannel customer experience strategy that seamlessly connects all touch points and is available via an internet server.

Definition: An omnichannel customer experience is made up of individual customer touchpoints, over a variety of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another. Why is Omnichannel Customer Experience Important? Omnichannel customer experience is important as it enables businesses to engage […]

Definition: An omnichannel customer journey consists of key interactions over multiple touchpoints between customer or prospect and a company during the point of sale and throughout the customer lifecycle. Why is Understanding the Omnichannel Customer Journey Important? Understanding the omnichannel customer journey is crucial as it allows businesses to gain insights into customers’ experiences, preferences, […]

Definition: Omnichannel customer service consists of numerous interactions across multiple touchpoints between a customer, or prospective customer, and product or service provider during the time of sale, and throughout the customer lifecycle. Why is Omnichannel Customer Service Important? Omnichannel customer service is important as it allows businesses to meet customers’ expectations by providing consistent and […]

Definition: Open ended questions relate to the verbal communication between a human caller and a contact center. The technology asks the user what they would like support within a human-like way. Why are Open-Ended Questions Important in a Contact Center? Open-ended questions are important in a contact center as they allow agents to gather detailed […]

OpenQuestion is Teneo-based product that listens to users requests when they call a business for support. OpenQuestion listens to the request and routes the user to the correct agent, without the need for a caller to use the keypad to navigate through a menu.

Definition: An outbound call center is a central point where call center agents contact current or prospective customers on behalf of an organization. Outbound calls are conducted for many purposes, including but not limited to: sales calls to prospective customers, debt collection, customer surveys, or for proactive customer service. Why is an Outbound Call Center […]

An outbound IVR is a contact center solution used to proactively distribute communications to customers. This technology allows an organization to automatically engage customers through multiple channels such as automated voice calls, SMS messages, email or social media posts using…

Definition: Personalization in a contact center context refers to the ability of a virtual assistant to tailor its responses to an individual customer based on their previous interactions and preferences.  Why is Personalization Important in a Contact Center? Personalization is important in a contact center as it enables businesses to create a more personalized and […]

Definition: In the context of an IVR system, a prompt is a message or instruction provided to the caller, typically in the form of a prerecorded voice or text-to-speech output. Why are Prompts Important in an IVR System? Prompts are important in an IVR system as they play a crucial role in guiding callers through […]

Definition: Quality Assurance (QA) in a contact center context refers to the process of monitoring and evaluating agent performance to ensure that it meets the established standards of quality. Why is QA Important in a Contact Center? QA is crucial in a contact center as it plays a significant role in maintaining high standards of […]

Definition: In a contact center context, a queue is a virtual line of callers waiting to be connected to an agent. Waiting on hold refers to the time a customer spends waiting in a queue or on the line for an agent or representative to become available to assist them with their inquiry or issue. […]

Definition: In a contact center context, routing refers to the process of directing incoming calls to the most appropriate agent or department based on predefined criteria such as agent skills, caller priority, or the nature of the inquiry. Why is Routing Important in a Contact Center? Routing plays a vital role in a contact center […]

Definition: Sentiment analysis, also referred to as opinion mining, is the process of analyzing speech or text to identify the emotional tone. The process uses artificial intelligence (AI)-powered natural language processing (NLP) to determine how the customer feels throughout an interaction. This information is an important component of Voice of the Customer (VoC) analysis. Why […]

Definition: A Service Level Agreement (SLA) is a contract between a call or contact center and a client, defining the expected level of service, performance standards, and response times. Why is an SLA Important in a Contact Center? An SLA is important in a contact center as it establishes clear expectations and standards for service […]

Definition: Skills-Based Routing is the process of routing incoming calls to the agent who is best equipped to handle the call based on their skills and expertise. Why is Skill-Based Routing Important in a Contact Center? Skill-based routing is important in a contact center as it ensures that calls are directed to the most qualified […]

Definition: Software as a Service (SaaS) is a software licensing and delivery model in which software is accessed online via a subscription, rather than being bought and installed on individual computers. In SaaS, software applications are centrally hosted by a provider and delivered to customers via a web browser. SaaS is typically licensed on a […]

Definition: Speech analytics uses artificial intelligence (AI)-powered natural language understanding (NLU) to analyze voice recordings or live customer calls. The analysis can spot topics or key phrases; identify customer intent and sentiment; and help contact centers assess both agent performance and drivers of inbound interactions. Why is Speech Analytics Important in a Contact Center? Speech […]

What is Speech Enabled IVR? Speech Enabled IVR (Interactive Voice Response) is a technology that allows customers to interact with an automated phone system using their voice instead of touch-tone keypad inputs. It leverages automatic speech recognition (ASR) technology to convert spoken words into text and provides a more natural and intuitive self-service experience. The […]

What is Speech to Text? Speech to Text, also known as Automatic Speech Recognition (ASR) or Voice Recognition, is a technology that converts spoken language into written text. It utilizes advanced algorithms and models to analyze audio input and transcribe it into a textual format that can be easily processed and understood by computer systems. […]

What is Talk Time? Talk Time refers to the average time an agent spends on each call, 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.  The […]

What is Telephone Experience? Telephone experience refers to the overall experience a customer has when interacting with a company via telephone, including the quality of voice communication, wait times, call routing, and the effectiveness of the customer service provided, influencing customer satisfaction and loyalty. How important is Telephone Experience in a call center? The telephone […]

Teneo is a conversational AI platform that allows businesses to build and deploy intelligent virtual assistants across multiple channels, providing personalized customer interactions and automating routine tasks.Telephone experience refers to the customer’s overall experience while interacting with a company via telephone, including the quality of voice communication, wait times, call routing, and the effectiveness of […]

What is TTS (Text-to-Speech)? TTS (Text-to-Speech) refers to the technology that converts written text into spoken words. It uses synthetic voices to generate human-like speech, allowing computers and devices to communicate information audibly. How important is TTS in a call center? TTS technology plays a crucial role in a call center by enabling automated voice […]

What is Touchpoint? Touchpoint refers to each impression a customer has of an organization (be it advertising, product, email, etc.) can be called a touchpoint. These touchpoints can spurn an interaction with the organization, which in turn creates a customer experience.   How important is Touchpoint in a call center? Touchpoints are crucial in a call […]

What is Traditional IVR? Traditional IVR (Interactive Voice Response) refers to the conventional telephony technology that uses pre-recorded voice prompts and touch-tone keypad inputs to interact with callers. It typically involves a menu-driven system that allows callers to navigate through various options and perform basic self-service tasks. How important is Traditional IVR in a call […]

What are Transfer Rates? Transfer rates in customer service refer to the percentage of customer interactions that are transferred from one agent or department to another. High transfer rates can result in longer wait times and increased customer frustration. How important are Transfer Rates in a call center? Transfer rates have a significant impact on […]

What is Transforming an IVR? Transforming an IVR (Interactive Voice Response) refers to the process of modernizing and enhancing an existing IVR system to improve caller experiences, optimize call center operations, and leverage advanced technologies. Transforming transfer rates in customer service can be achieved by implementing intelligent routing, providing agents with access to relevant customer […]

Upgrading an Interactive Voice Response (IVR) system can improve customer experience by implementing advanced features such as natural language processing, speech recognition, and personalized routing, resulting in faster and more efficient self-service options and reduced wait times.

What is a Virtual Agent? A virtual agent is a contact center capability that uses a virtual character, created through computer generation, animation, and artificial intelligence, as a customer service agent via chat bot functionality. A virtual agent may also refer to a contact center or call center customer service agent that works from a […]

Virtual Assistant is an advanced technology that employs artificial intelligence (AI) to provide automated and intelligent assistance to callers. Let’s explore the significance of this term and its impact on enhancing customer experience. What is Virtual Assistant? Virtual Assistant refers to an AI-powered system that interacts with callers in a conversational manner, similar to a […]

Virtual Assistant IVR In the realm of call center technology, Virtual Assistant IVR stands as a powerful solution that leverages artificial intelligence (AI) to provide automated and intelligent assistance to callers. Let’s explore the significance of this term and how it enhances the overall IVR experience. What is Virtual Assistant IVR? Virtual Assistant IVR refers […]

What is Voice Authentication? Voice Authentication is a cutting-edge technology that verifies the identity of callers based on their unique vocal characteristics. By comparing the caller’s voice with an enrolled voiceprint, Voice Authentication provides secure and convenient identification in call center interactions. Importance of Voice Authentication Voice Authentication plays a vital role in call center […]

In the modern world of call centers, providing a seamless and secure customer experience is paramount. One technology that has emerged as a game-changer in achieving this goal is Voice Biometrics IVR. Let’s explore what this term means and why it is crucial for enhancing the overall IVR experience. What is Voice Biometrics IVR? Voice […]

What is a Voice Platform? A voice platform executes the commands and logic specified by a voice application, provides speech processing capabilities (e.g., speech recognition, text-to-speech, voice authentication) and enables application creation. They also interface with back-end systems (e.g., databases, CRM applications, legacy systems) and call center infrastructure (i.e., computer telephony integration), and provide system […]

What is Voice Recognition? Voice Recognition, also known as Speech Recognition, is a technology that enables computers or devices to convert spoken language into written text. It utilizes algorithms and machine learning techniques to analyze audio input, identify words and phrases, and transcribe them into text format. How does Voice Recognition work? Voice Recognition works […]

What is a Voice Response Unit (VRU)? A Voice Response Unit (VRU) is a component of an Interactive Voice Response (IVR) system that interacts with callers using pre-recorded or synthesized voice prompts. It allows callers to navigate through menus, provide input, and receive automated responses or perform self-service tasks. How does a Voice Response Unit […]

What is a Voice User Interface (VUI)? A Voice User Interface (VUI) is a technology that enables users to interact with computer systems or devices using spoken language commands. It allows users to communicate with the system through voice input and receive voice output, making interactions more natural and intuitive. How does a Voice User […]

What is a Voice-activated IVR? A Voice-activated IVR (Interactive Voice Response) is an automated system that allows callers to interact with an IVR system using voice commands instead of keypad inputs. It leverages voice recognition and natural language processing technologies to understand and respond to caller inquiries or perform tasks. How does a Voice-activated IVR […]

What is a Voice-activated Virtual Assistant? A Voice-activated Virtual Assistant, also known as a Voice Assistant or Smart Speaker, is an AI-powered software application that responds to voice commands and performs tasks or provides information based on user queries. It utilizes natural language processing (NLP) and voice recognition technologies to understand spoken language and execute […]

The disadvantages of Interactive Voice Response (IVR) systems include limited language and voice recognition capabilities, long wait times, and a lack of personalization, which can result in customer frustration and dissatisfaction. While IVR systems offer numerous benefits, they also have some disadvantages that can impact the caller experience and call center operations: It is important […]

One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide […]

IVR contact centers refers to the use of IVR technology in a contact centers environment to automate certain functions and provide self-service options to callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to […]

Interactive Voice Response (IVR) is a technology used to automate interactions with telephone callers. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or […]

What is Workforce Engagement? Workforce engagement describes the level of commitment and enthusiasm employees feel for the work they do, the customers they serve and the company that employs them. Workforce engagement is tightly aligned with the quality of the customer experience. A highly engaged workforce is more likely to align individual professional growth with […]

What is Workload Management? Workload management refers to the process of effectively distributing and allocating work tasks among agents in a call center to ensure optimal productivity and efficiency. It involves monitoring agent workloads, balancing work distribution, and prioritizing tasks based on various factors. How important is Workload Management in a call center? Workload management […]