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Glossary

Automatic Call Division

Routes calls to available agents and includes the following capabilities to keep customers on the phone until there is an available agent:

  • Announcements (delay messaging): the message that communicates that all of the agents are busy
  • Music on hold
  • Skills based routing: route calls to person with the appropriate skills to handle the issue
Automatic Number Identification (ANI)

Caller ID for call agents allowing them to gather information about the customer and assist them more effectively

Blended operations

Defines a contact center when agents handle inbound and outbound calls

Call Center

An institution that handles any type of telephone-centric contact for a company

Contact Center

An institution that handles any type of contact, other than in-person contact, for a company including telephone calls, emails, web-based calls, web chats or public switched calls and social media.

Coordinated Screen Transfer

When an agent needs to transfer a client, this allows the screen with the progress they have already made on the call to follow the customer to the next agent

Customer Relationship Management (CRM) Technology

CRM is the process of relating to your customers in order to maximize the value and longevity of the customer relationship.  Data collection methods are used to analyze customer needs. This facilitates new customer acquisitions and extends the length of the customer relationship.  All of these methods are tailored to your business objectives and mission statement.

Dialed Number Identification Service

Presents the numbers that customers dialed, identifying which product they are calling about

Dynamic Network Routing

Routes calls within the network to the correct location

Dynamic Scripting

Prompt with a customized script

External

Exists outside of the main company, often as outsourced call centers or within a partner company

Inbound Calls

Calls that are initiated by customers

Internal Call Center

Exists within, usually, a smaller company

IP Technology

IP for phones uses the latest digital technology to replace outdated analog voice services. This simplifies and consolidates contact center infrastructure, removes expensive line charges - while facilitating centralized administration.  The main advantage of this type of technology is that it allows one contact center to exist across many locations. 

IVR (Interactive Voice Response)

Automated system that allows a customer to gain access to information without having to speak to a human being

Mandatory Data Entry

Requirement to enter data before taking the next call

Predictive Dialing

Makes more outbound calls than there are agents and directs calls to an available agent when someone picks up the phone

Outbound Calls

Calls initiated by the call center

Self-Service Centers

A good portion of the load is being shifted toward non-human systems, such as automated response or even speech-enabled

Session Initiated Protocol (SIP)

The Session Initiation Protocol is a signaling protocol used for establishing  sessions in an IP network.  A session could be a simple two-way telephone call or it could be a collaborative multi-media conference session.  The ability to establish these sessions means that a host of interactive services become possible; such as voice-enriched e-commerce, web page based click to dial, instant messaging with buddy lists, and IP Centrex services. This provides agents information so that customers can be helped as efficiently as possible and with fewer transfers.  

Speech-Enabled Systems

Vocal response to automated questions as opposed to punching the buttons into the keypad

For more information, please call us at 877.937.4971 or email us at contact@zpacs.com.
Copyright 2011 by Zephyr Partners LLC