| Automatic Call Distributor(ACD) |
Automatic Number Identification (ANI) |
| A system that automatically directs incoming calls to available agents. With ISDN, ACD's can read the incoming ANI, and direct the call to a specific agent while the host computer queries a customer database to identify the caller to the agent. | A feature that passes a caller's
telephone number over the network to the receiving location so the caller can be identified. Also called
Calling Line Identification (CLI). |
| Bandwidth | Business Rules Routing |
| The throughput of a data network. |
The ability to route customer interactions based upon the customer context, including who is calling, what they need, what else they may need, what resources are available and what makes the most business sense. |
| Co-browsing | Dynamic Contact Center |
| The ability of a contact center agent to navigate the same web pages as a caller.
|
Customer service solutions that respond to the ever-changing dynamics of customer service and sales by orchestrating resources and contact center capabilities to align with customer needs and business
objectives. |
| Hybrid PBX | IP (Internet Protocol) |
| A Private Branch Exchange that supports both IP and TDM technologies using
proprietary protocols. |
How information is passed between systems across the Internet or other data networks. |
| IP Contact Center | IP PBX |
| A contact center using IP technology to manage multimedia interactions. |
A Private Branch Exchange that supports IP technology using proprietary protocols. |
| IP Phone | IP Telephony |
| A telephone that supports IP Telephony. This device maybe software or
hardware-based. |
Voice-enabling applications using IP. |
| IP Trunking | Integrated Services Digital Network (ISDN) |
| Transporting voice calls across the wide area network (WAN). |
A CCIT recommendation for carrying graphics, digitized voice, and data on the same digital network as telephone transmissions, ISDN enables integrated networks that incorporate the new network and
interfacing standards being adopted worldwide. |
| Media Gateway | Open IP |
| A device that converts voice from TDM to IP |
The capability to support hybrid, pure or standards-based IP Telephony. |
| Presence | Public Switched Telephone Network (PSTN) |
| Technology that shows status, location, and availability of agents, experts and
remote and branch office workers. |
The traditional worldwide circuit-switched network designed to carry voice traffic. |
| Push Pages | QoS (Quality of Service): |
| Sending the customer a URL that directs him or her to a page containing the
requested data. |
Sending the customer a URL that directs him or her to a page containing the requested data. |
| Selective Sourcing | Session Initiation Protocol (SIP) |
| The capability to select best of breed software vendors using open standards and to
deploy a premise, or hosted or outsourced solution. |
Open IP standard based on IETF RFC 3261) provides the richness necessary to replace proprietary
hardware-based protocols with IP-based software protocols to create a more efficient and collaborative
means of communication. |
| Softphone | Softswitch |
| A software telephony program that enables Voice over Internet Protocol (VoIP) calls. |
A software-based switching system, based on open standards, that links TDM and IP Telephony and
processes signaling for all types of packet protocols. |
| Time Division Multiplexing (TDM) | Universal Access |
| The transmission mode used by traditional PSTN networks. |
The ability to easily allow any employee regardless of location, to assist with customer service. |