Contact Centre Definitions

Glossary of contact centre, call centre and customer experience terms

A

AHT (Average Handle Time)

AMD (Answer Machine Detection)

Automated IVR

B

C

Cloud Based Contact Centre

Contact Centre as a Service (CCaaS)

Conversational AI

Customer Experience (CX)

D

DIaller

Direct Inward Dialling (DID)

Dropped call

E

F

G

H

I

IVR

J

K

KMS

L

M

N

O

Outbound

P

Q

R

S

T

U

V

W

Wallboard

X

Y

Z

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