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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

• virtual agent (intelligent virtual agent or virtual rep)

  A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading

• The VoIP call center technology quiz

  Test your knowledge of VoIP concepts, the VoIP call center market, VoIP benefits and VoIP call center software with our VoIP call center technology quiz. 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

• Definitions to Get Started

  • virtual agent (intelligent virtual agent or virtual rep)
  • off-peak
  • inbound call
  • outbound call center

  • inbound call center
  • Erlang C
  • Erlang B
  • virtual call center

  View All Definitions

• 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

• 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