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.