Automatic Speech Recognition (ASR) is a technology that allows a computer to interpret human speech and convert it to text.
A contact center is an enterprise business unit which acts as an interface between a company and its customers.
CTI, standing for Computer Telephony Integration, is a technology that allows data integration between telephony systems and computer/network systems.
The end points within the enterprise that are connected to the PBX are usually called extensions.
First call resolution (FCR) is a CRM and contact center concept that refers to serving a customer in a satisfactory manner the first time he contacts a company.
The term IVR (Interactive Voice Response) is used to describe a computer system which interacts with people using a combination of telephone keypad inputs and voice inputs.
A PBX (standing for Private Branch Exchange) is a telephony system responsible for connecting calls among a group of telephones and also for providing connectivity between this group of telephones and the public switched telephone network (PSTN).
A predictive dialer uses a variety of algorithms, taking into account historical and real-time data from reporting solutions, and initiates outbound calls trying to match the number of actually answered ones with the amount of available agents at any given time.
Presence information includes a person’s location and availability of communication channels. It is a key concept of unified communications.
Text-to-Speech is a technology that produces human speech from a piece of text.
The term Unified communications (UC) refers to a set of products designed to integrate various communication channels, both real-time and non-real-time, under a unified interface.
Voice verification is a biometrics technology which focuses on matching a person’s voice with a pre-recorded sample, to verify that the speaker is who they claim to be
Workforce management (WFM) is a set of software tools designed to forecast human resource needs of a contact center and create appropriate schedules for them.
Workforce optimization (WFO) is a software suite that combines workforce management software with tools for quality management, recording, coaching etc, aiming at improving overall contact center performance.
