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IP Telephony
Go back to the basics with a glossary of VoIP terms
This mini glossary defines essential vocabulary associated with VoIP. Read through these VoIP terms to refresh your knowledge of IP-based telephony. Continue Reading
Understanding MOS for voice quality
Looking to improve the quality of voice calls? Learn which mean-opinion-score models measure and rate the user experience and the factors that influence voice quality. Continue Reading
off-peak
Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued) Continue Reading
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inbound call
An inbound call is one that a customer initiates to a call center or contact center... (Continued) Continue Reading
outbound call center
An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued) Continue Reading
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Definitions to Get Started
View All Definitions inbound call center
An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)Continue Reading
Erlang C
Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued)Continue Reading
Erlang B
Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)Continue Reading
virtual call center
A virtual call center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization.Continue Reading
voice logger
A voice logger is a device or program used to record audio information from telephones, radios, microphones and other sources for storage on a computer's hard drive or removable media.Continue Reading