Académique Documents
Professionnel Documents
Culture Documents
Terminology
An International Glossary
by NewVoiceMedia
ACD
Hybrid Cloud
SaaS
SAN
ACW
ADSL
Agent
AHT
ANI
API
Applet
ATA
B
BUQS
I
ICT
ICR
ID&V
IMS
INS
Intra Day Statistics
SBR
Screen Pops
Single Tenant
SIP
Skill Based Routing
SLA
IP-PBX
ISP
IVR
Trunk
TSR
C
Call Blending
Call Rec
K
KMS
KPI
CcaaS
CDR
CEM
CLI
CLID
Cloud Computing
Colo
CRM
CSR
CTI
L
LCW
M
MIS
MPLS
MRR
Multi-Tenant
MVNO
DDI
NSP
DID
DNIS
PAYG
DSL
PBX
PSTN
U
Unied Desktop
CX
DASS 2
Turret
ERP
EWT
QM
UC
UI
UX
V
VDI
VLAN
VM
VoIP
VPC
VPN
VRU
W
Wallboards
WAN
WC
WFM
WFO
Wrap Time
QoS
F
FCR
R
RAID
G
GUID
Redundancy
RNA
ACD
ACW
ADSL
Agent
Agent
Also referred to as 'Wrap Time', this describes the time taken by an agent to
complete any transaction or work for a customer after the call has ended.
AHT
ANI
API
Applet
Applet
Also known as Calling Line Identity (CLI), this is a feature on telephones where you
can see who is calling you before you answer. A common feature on many phones
today - and also very helpful in a personal and business sense.
API species how some software components should interact with each other.
Small application that performs one specic task that runs within the scope of a
dedicated widget engine or a larger program, often as a plug-in.
ATA
BUQS
Call
Blending
Call Blending
Call Rec
Call Recording
CcaaS
CDR
CEM
ATA is a device used to connect one or more standard analog telephone to a digital
telephone system.
Combination of email, chat and other data enabling universal queuing and call
blending.
Includes the recording and storing of calls, normally relating to nancial or legal
transactions. The caller has to be informed before the call is recorded. For example
"your call may be recorded for training or monitoring purposes".
CLI
CLID
Cloud
Computing
Cloud Computing
Colo
Colocation
A technology that uses CTI software to match a customer's number and their
previous call records with the company.
The means of storing and sharing computing resources online that would normally
be found on an individual's server. This means anyone can access their documents
from any source, while also having the guarantee that these resources are secure.
In the call center sector, this term refers to a hosting service whereby a company
can store computing resources and data in a third party data center. It's
advantages are it provides space, power, cooling and is a form of disaster recovery.
It is a very popular system for cloud providers.
CRM
CSR
CTI
The ability to combine previous contact history and data with an incoming call,
email, etc. This can save a huge amount of time for agents and customer, and can
improve customer experience as all data is on hand.
CX
Customer Experience
DASS 2
DDI
Dial Direct In
DID
DNIS
DSL
ERP
A digital telephone line that connects call centers and telephone exchange. It allows
up to 30 calls to be carried out on one set of telephone lines at the same time.
This is a system that informs the company what number callers used/are using, for
example an extension or geo locator. This is helpful for determining how to answer
an incoming call.
DID is a service that provides a direct telephone number for calling into a
company's PBX (Private Branch Exchange). This therefore oers customers an
individual phone number for dierent workstations.
This is a system that informs the company what number callers used/are using, for
example an extension or geo locator. This is helpful for determining how to answer
an incoming call.
Technologies that provide Internet access by transmitting digital data over the wires
of a local telephone network.
The name given to a management software that oversees core business processes
and determines stang levels. It's useful for companies so they can see an
integrated view of the business, and manage each business stage at dierent levels
EWT
FCR
GUID
Hybrid
Cloud
Hybrid Cloud
ICT
ICR
Expected Wait Time in a call center simply refers to the expected time customers
may be made to wait before they are able to speak to a representative. This can
vary from industries and call centers, but it is good practice to have an average
expected time.
This is a popular strategy for measuring call success in contact centers. For
example, if the rst time a customer calls and their queries are completely
answered they will not need to call again, and therefore this would be marked as
successful. However if the customer contacts again then this would not be
successful.
ICT is often used as an extended synonym for information technology (IT), but is a
more specic term that stresses the role of unied communications and the
integration of telecommunications computers.
ID&V
IMS
INS
Intra Day
Statistics
Allows the merging of data, speech and network technology over a variety of modes
like voice, text, pictures and videos. In call centers, this technology works through
IVR by allowing callers to interact with the company through touch tone or speech
recognition. For example, press 1 for reception, press 2 for... etc.
INS is a service that allows the distribution of calls across a virtual call center
network, and a number of dierent destinations.
These are statistics that give details of what is happening in a call center at certain
times of the day. They are useful for nding out key information, for example what
is the peak time for calls? The statistics are normally broken down into thirty minute
periods.
IP-PBX
ISP
ISV
IVR
KMS
KPI
LCW
MIS
MPLS
The name given to applications that help customers get answers fast by pressing a
button on their telephone keypad or verbally acknowledging a selection to get to
the service they want. A popular example is "Press 1 for Customer Care, press 2 for
Finance, press 3 for New Enquiries...".
The name given to a desktop application that agents use as a source of information
to answer customer enquiries quickly and more eectively. For example, a
customer may ask how long a certain process will take, the agent may not know this
information o hand and so can refer to the knowledge management system.
LCW is the longest amount of time a customer has to wait before their call is
answered, usually benchmarked by a company average or target average waiting
time.
MRR
Multi-Tenant
Multi-Tenant
MVNO
NSP
PAYG
Pay As You Go
PBX
PSTN
Monthly Recurring Revenue is a popular term used by service providers within the
technology industry, and is similar to a xed mobile phone contract. It describes a
service that is delivered as part of an annual, multi-year or xed monthly fee
contract.
A Mobile Virtual Network Operator provides mobile phone services to end users,
but it does not have its own licensed frequency allocation of radio spectrum.
MNVOs sometimes have business arrangements with mobile operators to buy
network time, and then sells it to their own customers.
An NSP sells bandwidth or network access for internet users, and therefore
essentially provides the backbone to an Internet Service Provider (ISP).
This is similar to a pay as you go mobile contract, whereby the customer pays for
their desired services as they use them. The other option within this industry is a
monthly recurring contract.
The name given to a telephone system that is able to switch calls on local lines,
therefore allowing all users to share a number of external phone lines. This is a
useful system for companies as it reduces the costs of having a dierent phone line
per employee.
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QM
Quality Monitoring
QoS
Quality of Service
RAID
Redundancy
Redundancy
Quality monitoring is described as: "the integration of call monitoring and quality
assurance". Therefore, trying to standardize and improve calls across call centers
by ensuring quality is consistent, to improve the customer experience.
Quality of service looks at the quality of applications, such as hardware, software that are important in delivering the best customer service possible.
RAID is essentially a software that makes a "logical drive" and is a way to store and
retrieve data using cloud technology. It's key advantage is that this software
spreads data across multiple disks for increased resilience and redundancy. It is a
popular software for many companies.
A widely used technological term, meaning if an error were to occur in some form
of technical software/computing there would be a 'redundant component' ready to
be used as a back up. Therefore, in more simple terms; a safety net in the
computing world.
RNA
Ring No Answer
SaaS
Software as a Service
SAN
RNA describes the time a caller has to wait until their call is forwarded. This is an
important feature in call centers, as it ensures that the customer's call will
eventually be answered, instead of ignored or missed.
This is a software delivery model where users can access their desired software, for
example Microsoft Exchange Mailboxes, on a multi-tenant platform of the cloud.
Customers normally pay on a 'per user, per month' model - and it is simply an easy
and common way of delivering popular software to customers.
A widely used storage network, that joins dierent data storage devices with
associated data servers. All cloud providers use a form of SAN for either live
storage or as a back up system.
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SBR
Screen
Pops
Screen Pops
Single
Tenant
Single Tenant
SIP
A strategy to assign an incoming call to the most suitably skilled agent instead of
the next available one.
This is a well known industry term that describes an environment that is dedicated
to one single customer, for example a private cloud. The term is used as a way to
dierentiate between shared or multi-tenant platforms.
This is a popular signaling system that has many useful applications. It is able to
successfully integrate a whole range of applications, such as; voice, data, video,
pictures and games. It allows the user to switch from one application to another,
for example voice and video calls.
Skill Based
Routing
SLA
A process that ensures calls are directed to agents/advisors who have the most
specic skills to answer the call type eectively.
In technology terms this denes a variety of dierent service elements that are
expected from the supplier, for example; delivery time, performance levels, etc. In a
cloud environment this refers to managed hosting services, instead of public cloud
or self service models. For example, part of NewVoiceMedia's SLA is 99.999%
uptime.
Industry short hand that is used to describe development servers for initial
applications or web service building and testing. Cloud virtual machines are
commonly used to test this process.
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Trunk
Trunk
TSR
Turret
Turret
Unied
Desktop
Unied Desktop
A term used in call centers referring to telephone lines coming into a call center.
A term given to anyone who communicates with customers over the phone,
internally or externally, either selling a product or service, or generally helping
customers
This is a phrase that was used in call centers in the 1980s/90s, but is now more
commonly referred to as a teleset. It simply refers to the telephone set used by an
agent in a call center.
UC
Unied Communications
UI
User Interface
UX
User Experience
The interaction between users and computers to make is easy, ecient and
enjoyable to operate a computer.
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VDI
VLAN
VM
Virtual Machines
This is a useful set-up for suppliers and customers, whereby user congurations
and desktop software sit in a central environment. Therefore any upgrades can be
updated on a core platform, instead of upgrading each individual computer/tablet.
VoIP
VPC
VPN
This is a form of the cloud that has all the traits and benets of both a public and
private cloud. This is because VPC is delivered on a multi-tenant (shared) platform
but is dedicated to specic customers, for example with rewalling, private network
connections, etc.
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VRU
Wallboards
Wallboards
WAN
WC
Wrap Codes
An intra oce data network that is used across many call centers to connect
computers, equipment and terminals across a number of sites.
Wrap codes are codes that help to generate reports on call types, for example;
time and length of calls. These results are congured as agents enter their codes
into the ACD (Automatic Call Distributor) to identify what type of calls they are
handling.
WFM
Workforce Management
WFO
Wrap Time
Wrap Time
Providing schedules, forecasts, plans and work projections for future events for
your team.
Using previous and known future interactions and workow volume to apply
schedules, plans and forecasts.
This describes the time taken by an agent to complete any transactions or work for
a customer after the call has ended.
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