A system used for scanning and gathering together documents electronically
The ability to deploy the right supporting sources and number of skilled people at the right place and at the right time to handle the workload forecasted earlier
Seeking help from an organization by the customer, regarding its products or services
Connecting two systems or more than two systems together to share the benefits offered by all of the systems
IXC; a telephone company offering long-distance services
Also often referred to as Audio Response Unit (ARU), IVR and Voice Response Unit (VRU); a system that speaks to the caller providing a menu to make selection from
A call rerouting system that diverts the calls flowing out of the ACD towards another telephone number, voice mail system or a site that is not a part of the ACD; used when ACD is unable to handle calls
A resource set up to help the company and its management and employees in times of problems
Also often referred to as Call Me Button or ‘Call Me’ Transaction and Internet Call Back Transaction; an option allowing the website visitor to view pages whilst simultaneously using the call back option
An option that allows website visitors to connect directly to the right agent whilst viewing web pages simultaneously
A technology that allows website visitors to make calls via internet avoiding the long-distance network
Also often mentioned as IPsec; a protocol suite that works to secure internet protocol (IP) communications through authentication and encryption of every IP packet of data stream
A system that transmits information from a telephone through internet, is generally economical
Also often referred to as Overflow; callers moving from one group to another
A network of computers privatized to be accessed only by authorized persons
The unawareness of a caller regarding the quick movement of the queue
Also often referred to as Audiotex, or Touchtone, it is a system that processes voice to allow callers to choose from a menu of options using touchtone phones
Also often referred to as Speech Recognition and Voice Recognition; a computer software allowing the voice of an individual to be recognized and responded to