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🎓 MASTER THE BASICS: Contact Center Definitions

Discover all the attractive contact center definitions: 

Abandonment  


Abandonment refers to the incoming calls that are ended by the initiating customer before they an agent answers or before having navigated on an IVR. For example, if you are taking inbound calls, a long waiting time can raise abandonment rate. 

Arborescence 


It is a hierarchical structure of the menus and sub-menus of a vocal server. The tree structure of a voice server is by convention structured in the form of a tree. That is, the welcome message represents the trunk and the sub-menus the branches. 

ACD  


Is short form for automatic call distribution. It is a telephony system that automatically receives incoming calls and distributes them to an available agent. 

Admin interface  


This is dedicated to administrators of contact center solutions where they can configure and maintain the solution. 

Administrator  


It is the person responsible for setting up and maintaining the software solution. The administrator manages user accounts and can also modify the status of customer advisors. 

Agent  


Also known as the “customer adviser”. 

Agent interface  


The agent interface is a platform where a customer service agent can make calls as well as receive them. There is also the option to have a coffee among several options on Nixxix Contact Suite where the customer service agent can make the caller wait. Nixxis Contact Suite can be customized based on agent availability. 

Agent position  


The Equipements making up the workstation of a customer adviser. 

API  


The Application Programming Interface is a set of functions that provides access to the services of an application, through a programming language. The API allows developers to integrate a remote application into their own business applications, without having to know how the core of this remote application works. 

ASR  


The Automatic Speech Recognition is also known as the “speech recognition”. 

Asterisk  


A software implementation of a PBX (private branch exchange), used to establish and control telephone calls between telecommunication terminals. For example, there are regular telephone extensions, destinations on the Public Switched Telephone Network (PSTN), and devices or services on Voice over Internet Protocol. networks (VoIP). 

Audiotel  


This service has several tariff levels for the caller, some of which allow repayment to the service provider. 

Barge-in  


A feature that allows frequent users of a voice server to interrupt the complete broadcast of a given message to navigate in the voice menu on a quicker way. This interruption can be manual or through voice recognition.  

Blind transfer  


The time where an agent transfers an incoming call to another agent, without ensuring that the latter is available to pick it up. 

CCAAS  


The “contact center as a service”, is software from a contact center provider that allows companies to manage all communication channels in real time. Nixxis Contact Suite is a technology that a business buys whereby it evolves as business evolves. CCaaS is an ideal option for many contact centers, scaling as business needs evolving within a single interface. 

Call center 

Is also referred as “Customer Relations centre”.  

Call deterrence  


This feature allows you to send a voice message to callers so that they can call back later. This is done outside the opening hours of a Customer Relations Center, or when the queue is at its maximum. 

Conversation recording  


A supervisor can record a conversation between an agent and a caller, for training purposes for example. 

Call-backs only  


This feature only redials missed calls to the Agent.0 

Call routing  


A set of distribution of incoming calls to the agents of a Customer Relations center. Call routing can be single or multi-criteria. 

Call waiting  


A feature allowing callers to wait before being put in touch with an agent. For example, there may be a message on hold or background music during telephone hold. 

Call whisper 


This feature allows a supervisor to remotely listen a conversation between a customer service agent and a caller. 

Contact center  


A technical solution which, integrated into the IT and telecom infrastructure of a Customer Relations center, allowing its customer service agents to manage all the incoming and outgoing calls. A contact center solution can be deployed for the following needs: customer information, sales administration, hotline, after-sales service, tele secretariat, taking orders or appointments, etc. 

CRM application  


The Customer Relationship Management is a business application that allows companies to better recruit and retain their customers, through the analysis of centralized data structured around the customer. These make it possible to support the sales and/or pre-sales and/or after-sales functions of companies, through analysis and decision-making tools. 

Customer Relations Center  


All the technical means such as the contact center solution and human resources, are combined to process incoming and outgoing telephone calls in large quantity. The missions of a Customer Relations center, set by Management, can cover several areas: customer information, after-sales service, sales, teleprospecting.  

Click-to-call    


A feature that allows customer service agents to dial a phone number by simply clicking on a button or text. This is done from the customer service agent’s interface. As a result, a click-to-call avoids the agent from having to manually dial telephone numbers. 

Conference call 


It is a telephone service that allows a user to communicate at the same time with other interlocutors. 

Consultative transfer  


The action where a customer service agent transfers an incoming call to another agent, ensuring that the latter is available and able to answer the call as well as respond to call requests. 

Customer adviser  


Also known as a customer service agent in a Customer Relations centre. This person responsible for handling incoming and outgoing calls.  

CRM  


A Customer Relationship Management is a set of business processes and functions aimed to attract and retain customerss, etc. This can be done as: marketing and customer services. 

CTI  


Computer telephony integration, also called computer–telephone integration is the coupling present between IT tools and telephony. The CTI makes it possible to identify the caller by his telephone number and to bring up his customer file directly on the screen of the customer service agent, simultaneously with the presentation of the call to the customer service agent. 

Dimensioning  


This is a configuration of the number of telephone lines available. The number of telephone lines allocated corresponds to the maximum number of customer service agent’s telephone extensions that can be occupied at the same time. Additionally, there is also the ability to put additional calls on hold if needed. 

Direct inward dialing (DID)  


This device identify each telephone set within a group of lines connected to the same PABX. Each telephone set is assigned a specific telephone number which, once dialed, allows these sets to be called directly without going through the switchboard. 

DTMF  


The Dual Tone Multi Frequency or the multi-frequency signaling is also known as an IVR where there is an interaction between a caller and a voice server. The caller can navigate through the vocal menu by tapping the keys on his telephone. 

Dynamic Parameters  


This feature allows users to see the latest and most relevant data. 

Ergonomic 


A voice server which is is simple and intuitive for callers. Ergonomics is a key factor of an IVR used by calling customers.  

File Pop-up  


One of the features made possible by the Telephony – IT coupling. “ITC”. 

IP Center 


The Internet protocol which is hosted by PABX and shared between several client companies, routing calls. 

Interactive voice service (IVR)  


A caller reception automation service, where requests are qualified, before being put in touch with an agent. A vocal server can also offer telephone self-service. 

No agent  


When there is a call and there is no agent available, Nixxis Contact Suite allows itself to automatically call and leave a message. 

Number portability  


An option for a subscriber to change a telecom operator while keeping his telephone number. ARCEP has issued numbers beginning with 09 to facilitate calls and reduce harassment. (www.arcep.fr) 

Overflow  


A feature that allows you to define a call routing from the default routing. There is an overflow when the queue is at its maximum or the maximum waiting time has been reached. 

PABX or PBX (Private Automatic Branch eXchange, telephone exchange)  


The PABX or PBX is a private switchboard on the site, in the form of a hardware box. It provides the link between the telephone network of the telecom operator and the internal communications of the company. 

Platform 


A workspace, generally open-space which brings together all the customer advisers. 

Power dialer  


It’s a phone dialing system that automatically adds phone numbers to a customer service agent’s call queue and dials them in order. This feature removes the repetitive manual tasks of searching, dialing and copying and pasting numbers. 

Power dialer limited  


It is a phone dialing system that automatically adds phone numbers to a customer service agent’s call queue and dials them in order. This function has the same function as power dialer but with rules.  

Predictive  


This feature consists of dialing several numbers and makes it easy to get hold on all available customer service agents. The predictive mode ensures that all prospects who have dropped out are directly taken care of. 

Predictive Dialer  


A predictive dialer helps to increase the efficiency and the number of calls that you make. That is, when a customer service agent is available, Nixxis Contact Suite will automatically dial the next call in line. 

Preview  


The system sends an available customer service agent a form containing the prospect’s information. This feature allows the agent to know the details and work out their arguments. 

Product mode 


It is the design and distribution of software applications which is distributed in the form of licenses and is installed on site, station by station or in a corporate network. Applications in SaaS mode are billed according to the licenses. 

Progressive  


Once a customer service agent is available, the system sends him a file. As a result, the customer service agent does not have time to study it carefully before starting the conversation. 

Put on hold  


This feature allows you to queue calls that cannot be handled directly by customer service agents. An audio message or background music can be played while the caller is waiting. 

QoS (Quality of Service)  


The level of Quality of Service delivered by a Customer Relations center to its callers. The level of Quality of Service is generally assessed using both quantitative and qualitative criteria. 

Queue  


The virtual space where incoming calls are “stored” which cannot be handled directly/immediately by the customer service agents. The maximum waiting time, and the maximum number of calls are put on hold before the overflow, are configurable parameters by the administrator. 

SaaS mode  


The Software as a Service is a mode of designing and distributing software applications hosted by the provider and distributed as a service accessible from any computer connected to the Internet. In the SaaS mode, deployment, support, maintenance and upgrade requests are carried out remotely in the “cloud”, as part of the support / support / operation services associated with offers in SaaS mode. Applications in SaaS mode are billed according to actual use, i.e. “pay as you go”. 

Search 


This function allows you to search for a record in the database. Through this function, the agent can have all the required information about the customer in the database. 

Self-service telephone 


A vocal server feature which automates certain client requests. Self-service allows the agents to focus on added value customer requests. 

Service Level  


It is the percentage measurement of how well standards are met for customer service. They are measurable KPIs for services provided to a customer within a given time period.  

Shortcode for SMS  


It is a 4- or 5-digit code assigned by a telecom operator to a value-added service provider. This allows it to market its paid SMS services. A shortcode can be shared between several service providers or dedicated to a single provider. 

Skills  


This parameter distributes incoming calls to customer service agents. Moreover, it is used to direct a given call to the customer service agent with the strongest skills to handle this call. 

SLA (Service Level Agreement) 


A contract defining the commitments of a service provider. It contains the quality of service to its client, and formalizes the penalties in the event of a breach. This contract must be made according to the criteria of both parties. 

SMS  


The Short Message Service transmits a written message of up to 160 characters to or from a mobile phone. 

Agent Availability 


The status of a customer service agent at a given time  
“ready”: ready to receive a new incoming call   
“in inbound call”: processing an incoming call   
“in outbound call”: processing an outgoing call   
“paused”: temporarily unavailable  
“withdrawn”: busy with another task and not available to take calls   
“in wrap-up / post-call processing”: busy performing administrative tasks in the post-call time provided for this purpose, before becoming “ready” 
“disconnected” disconnected from the contact center application. 

Supervisor 


The person responsible for the activity of the Customer Relations Center and the supervision of customer service agents. The supervisor manages the activities by referring to real-time information and delayed-time statistical data displayed on its supervision interface. It can also change the customer service agent status, double-listen, and record phone conversations between the agents and callers. 

Supervision interface  


This interface allows supervisors to access real-time information or delayed statistical data to manage the activity of their Customer Relations Center. 

Telco  


It is the abbreviation of “telecom operator”. 

Telemarketing  


The sets of direct marketing operations carried out by a telephone. 

Telephone banner (bandeau téléphonique) 


A simplified interface for a contact center agent, allowing him only to process calls. 

Telephone port  


the telephone lines. 

ToIP  


Telephony using Voice over IP technology. See “VoIP”. 

TTS for Text To Speech 


The text to speech makes it possible to automatically generate audio files from texts. 

UCCaas 


The Unified Communications & Collaboration as a Service is a term of a a set of business communication and collaboration tools united in a single system, evolving within the Nixxis Cloud. 

Virtual contact center 


It is application deployed on geographically dispersed Customer Relations centers, which brings together on the same virtual telephone platform to the customer service agents so that it is distributed between the different sites. 

Voicemail  


This is the service for recording and sending voice messages by e-mail. It allows you to receive voice messages directly in your mail box, in the form of attached audio files. It is a transparent service for the caller, who records and leaves his voice message as on any voice mailbox. 

Voice recognition  


Also known as ASR for Automatic Speech Recognition. It is a voice technology for recognizing keywords spoken by the caller during the interaction between a caller and a vocal server. This happens when the caller navigates through the vocal menu by saying keywords. 

VoiceXML (Voice eXtensible Markup Language)  


The programming language by the W3C (World Wide Web Consortium) for developing interactive speech applications. VoiceXML is easily compatible with Internet technologies (IP address, http, Web server, php, etc.). It helps in the development and interfacing of voice applications with the information system of companies. It is flexible and evolves with technologies. 

VoIP (Voice over IP)  


A technology that allows both voice and video to be transported using an IP transport network. The voice is carried in the form of packets. VoIP makes it possible to make telephone calls and videoconferences over the Internet or via a computer network. 

Web callback 


A telephone connection service from a website allowing Internet users to ask to be called by an agent free of charge. This is done through a call button or a contact form present on a website, to obtain information about the products or services offered by the company.  

Workflow  


A workflow is a modeling and management of tasks to be performed. It aims to achieve a predefined objective. 

Wrap-up   


Is seen through the customer advisor’s “status” after a call treatment.