Gas

CNG-COMPRESSED NATURAL GAS.
LNG-LIQUEFIED NATURAL GAS.
LPG-LIQUEFIED PETROLEUM GAS.
PNG-PIPED NATURAL GAS.

Act

Act
COTPA-CIGARETTES & OTHER TOBOCCO PRODUCTS ACT.
MCOCA-MAHARASHTRA CONTROL OF ORGANISED CRIME ACT
UAPA-UNLAWFUL ACTIVITIES PREVENTION ACT
ECA-ESSENTIAL COMMODITIES ACT
FEMA-FOREIGN EXCHANGE MANAGEMENT ACT
FERA -FOREIGN EXCHANGE REGULATION ACT
FRA-FISCAL RESPONSIBILITY ACT

Academy

       
IMA-INDIAN MILITARY ACADEMY
NDA-NATIONAL DEFENCE ACADEMY
OTA-OFFICERS TRAINING ACADEMY

ABBREVIATION

Infant mortality rate

Infant mortality refers to deaths of young children, typically those less than one year of age. It is measured by the infant mortality rate (IMR), which is the number of deaths of children under one year of age per 1000 live births.

https://en.wikipedia.org/wiki/Infant_mortality

• Perinatal mortality only includes deaths between the foetal viability (22 weeks gestation) and the end of the 7th day after delivery.
• Neonatal mortality only includes deaths in the first 28 days of life.
• Postneonatal mortality only includes deaths after 28 days of life but before one year.
• Child mortality includes deaths within the first five years after birth.

ING WORDS

Automated Greetings(AG) -  A greeting that automatically plays when call is answered.  Also called a voice-saver system.

Barging – Barging allows a  manager to interrupt a  agent’s conversation and add additional information while the agent and customer are on a call.

Bench-marking – Measuring your company or ’s performance against a standard or average, or against the performance of other similar companies.

Broadcast Messaging or Robocalling – A voice-based message sent using an automated delivery system or autodialer.  Broadcast Messaging allows you to send the same pre-recorded message to thousands of telephone numbers at once.

Call logging - Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between  agents and callers.

collaborative browsing - Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something.

Call Blending-A technique to mix Inbound and outbound calls for specific agents. Smooths out the peak nature of demand for inbound call patterns by feeding outbound calls of a similar call type to Agents during quiet periods.

Conditional Routing – The capability of the ACD to route calls or contacts depending on conditions such as the day of week, time of day, agent availability, type of call, service needed, etc.

Conferencing – Conferencing permits the  manager and  agent to be on the call simultaneously with the customer.

Cloud computing-A remote means of offering a system, service or solution utilising a Wide Area Network (WAN) or more locally, across a Local Area Network (LAN).

Call Blending(CB)-The system allows a contact centre to use agents for both inbound and outbound calls. During peak times in an inbound campaign, for example, agents assigned to outbound calls can be assigned to help with inbound calls. Likewise, during slack times, agents normally assigned to inbound calls can assist with outbound calls. Call blending maximizes productivity and efficiency in a contact centre.

Call Recording-A solution to implement an effective call handling quality process. Can involve the recording and storage of calls and data relating to financial or legal transactions. See the Call Recording and Speech Analytics Reference Guide

Cross-Selling – A technique used by agents to sell an additional product or service while on a customer call.

Data Mining – Reporting and detecting trends in a set of historical customer data.

Load Balancing – The process of balancing calls between multiple sites, queues, or agent groups.

Multi Skilling-An agent who can handle several different types of call, - different call types e.g. sales and service.

Power Dialing – A system that dials calls automatically when lines are available and puts live calls through to  agents.  Power dialing without predictive dialing can, however, result in dropped calls if no agent is available.

Screen Monitoring – Software that lets a supervisor or manager to see an agent’s screen activity in real-time.

Traffic Engineering – Science of designing facilities and resources to meet user requirements

Silent Monitoring – Permits a supervisor to listen to both sides of a conversation including an agent and a caller for determining training and performance quality monitoring.

Unified Messaging(UM) – Single interface for electronic messaging and voice communications (email, SMS, Fax, voicemail, video, etc.).

Voice Processing – A technology that allows computers to speak, store human voices, and react to human speech.

Video-conferencing     Communication using systems which support image, voice and data transfer over digital circuits. Videoconferencing systems can take the form of large, dedicated units for group meetings or can be integrated with desktop PCs.

Voice Recording - With the Ultra solution, every call between Agent and Customer can be recorded. It is stored on the network and can be retrieved by Supervisors in mp3 format.

Whisper Coaching – Whisper coaching allows a  manager to speak in a  agent’s ear while a call is going on without the customer hearing.

4 WORDS ABBREVIATION

Analogue Private Network Signalling System(APNSS )

Analogue System Supported Featurephone(ASSF)

Busy Hour Call Attempts(BHCA)

Basic Rate Access Interface(BRAIF)-Realitis DX/iSDX interface card for access to basic rate ISDN trunks and terminals.

 Communications-as-a-Service (CaaS) – Communications services offered using internet protocol on a subscription basis.  CaaS allows companies access to contact center services through the cloud on an as-needed basis.  Flexible and scalable cloud services are often VoIP based (see VoIP below).

Computer Assisted Telephone Interviewing(CATI) - a telephone surveying technique in which the interviewer follows a script provided by a software application. The software is able to customize the flow of the questionnaire based on the answers provided, as well as information already known about the participant.

Computer Supported Telecommunications Applications(CSTA)-A standard for the protocols used across the link between computer and PBX. Originated in Europe by ECMA. Also used as a general term for the CTI area. See CTI

Contact Centre Jargon Buster(CCJB)-First Contact Resolution, Agent/Queue Management, ACD, IVR, Call Recording, Multi Media, Inbound/Outbound Computer Telephony Integration, CRM, Auto Diallers-Some of the terms you may have heard during conversations about Contact Centres. Our jargon buster below should help you to better understand what they all mean.

Dialled Number Identification Service(DNIS)-A feature of the telephony network to re-present a callers telephony number to the called party. - Known in the UK as DDI.

Digital Access Signaling System (DASS 2)-It is a type of digital telephone line that connects between that call centre and the telephone exchange in the UK.

Digital Private Network Signalling System(DPNSS)-A private networking standard developed by BT and other PBX suppliers which allows full feature access to be provided between PBXs in private networks.

Dual Tone Multi frequency(DTMF)-Signalling which is the basis for the operation of pushbutton telephone sets. Dialled numbers are transmitted as tones rather than electronic pulses. This is particularly useful for access to supplementary services (e.g. voice mail and banking)

Data Directed Call Routing(DDCR) – Call routing by an ACD based on a database of information such as an account number.  A caller enters the account number via touch-tone phone, the number is identified in the database, and the call is distributed automatically.

Dialed Number Identification Service (DNIS) – DNIS is a feature of toll free lines that shows the number the caller dialed.

Dual Tone Multi-Frequency(DTMF) - DTMF signalling is used for telephone signalling over the line in the voice-frequency band to the call switching centre.

European Telecommunications Standards Institute(ETSI)-The body responsible for the development of telecommunication standards that will be ratified by the EU for use within the European Community

Integrated Computer Assisted Telephony(iCAT)-A range of computer telephone interface (CTI) products supported by Realitis ACD.

Integrated Services Digital Network(ISDN) - a telephone system network integrating speech and data on the same lines.

Internet Protocol Private Branch Exchange (IPPBX) – An internet-protocol-based telephone system internal to a company that switches calls between internal phone lines, and shares external phone lines, replacing dedicated lines for each user.

Integrated Services Digital Network(ISDN)-A fully digital communications facility providing transmission of voice, data and video across public or private networks. Access to the service is at basic rate (see BRI) or primary rate (see PRI).

Look Ahead Routing or Queuing – A system’s capability to “look ahead” to determine the availability of a group before routing or overflowing a contact there.

Longest Delay In Queue (LDQ) – The longest length of time a caller waited in queue prior to being handled.

Longest Delay to Abandon (LDA) – The longest length of time a caller waited in queue prior to hanging up without being handled.

Messaging Application Programming Interface(MAPI)

    A Microsoft Windows interface.

Modular Digital Shelf Controller(MDSC)-Part of the Realitis DX processor subsystem.

Modular Shelf Interface(MSIF)-Used to control communications between the processor and telephony interfaces on Realitis DX.

Mean Time Between Failure(MTBF)-The period of time that a system or device can be expected to work before a disabling fault occurs.

Mean Time To Repair(MTTR)-The average time required to return a faulty device or system to service.

Multi Media Contact Centres(MMCC)-We interact with our suppliers and clients via email, text, web chat and telephone calls. The Modern Contact Centre needs to be able to offer and manage all these different types of communication. It's not just about the telephone any more.

Open Database Connectivity(ODBC)-A Microsoft standard which allows databases created by various relational and non-relational database programs to be accessed by a common interface.

Payment Card Industry Data Security Standard(PCI-DSS) - developed by the major credit card companies as a guideline to help organizations that process card payments prevent credit card fraud, hacking and various other security vulnerabilities and threats. A company processing, storing, or transmitting payment card data must be PCI DSS compliant or risk losing their ability to process credit card payments and being audited and/or fined.

Personal computer memory card international association(PCMCIA)-Point and click     A process whereby the user moves their mouse until the pointer on the screen reaches the desired button or control on the screen. The mouse is clicked to initiate the activity associated with that button or control.

Public Switched Telephone Network (PSTN) – The world’s public, circuit-switched telephone service provider network.  The PSTN switches calls between telephone lines, fiber-optic cables, microwave transmission links, cellular networks, communications satellites, and undersea telephone cables.

Private Automatic Branch eXchange(PABX) - a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public.

Public Switched Telephone Network(PSTN) - the network of the world's public circuit-switched telephone networks, in much the same way that the Internet is the network of the world's public IP-based packet-switched networks. Originally a network of fixed-line analogue telephone systems, the PSTN is now almost entirely digital, and now includes mobile as well as fixed telephones.

Reduced Instruction Set Computer(RISC)

Redundant Array of Inexpensive Disks(RAID) -Several disk drives are placed into a single housing. Data is written over the disk drives in such a way that if one or more of the drives are lost, none of the data will be lost.

Voice over Internet Protocol(VoIP) - This is a cost effective way of making telephone calls. Calls are transmitted over the Internet rather than telephone cables.

Signal Computing System Architecture(SCSA)-An architecture which describes how both hardware and software building blocks work together. It is a common set of standards that telecommunications systems manufacturers can use to create computer telephony systems.

Small Computer System Interface(SCSI)-The service level is a definition of perceived customer satisfaction. Service level is usually measured as the percentage of calls answered successfully within a predefined period of ringing.

Software-as-a-Service(SaaS) - a model of software deployment where an application is hosted as a service provided to customers across the Internet. By eliminating the need to install and run the application on the customer's own computer, SaaS alleviates the customer's burden of software maintenance, ongoing operation, and support.

Text-to-Speech or Speech Synthesis – Software that converts normal language text into spoken words.  A synthesizer incorporates a model of human voice characteristics to create a synthetic but realistic voice.

Telephony Services Applications Programmers Interface(TSAPI) -The equivalent of TAPI in a Novell environment where control of the telephone is initiated over the LAN rather than by direct connection to the telephone.

Telephony Applications Programmers Interface(TAPI)-A standard for CTI developed by Microsoft and Intel associated with PC based computer systems. It is an open standard which permits the direct control of a telephone from a windows based application.

Ultra Call Management System(UCMS)- a fully featured, market-proven, high performance call centre solution providing multi-site capability whilst you retain full central control of all your resources.

Visually Impaired Operator Console Attachment(VIOCA)