Slovník pojmov

Efektívne dohliadajte na prichádzajúce aj odchádzajúce interakcie, analyzujte výkonnostné ukazovatele, automatizujte úlohy a poskytujte vynikajúce služby naprieč rôznymi kanálmi. Vstúpte do budúcnosti správy kontaktných centier.

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API (Application Programming Interface)

Average Handle Time (AHT)

Average Handling Time

Average Time in Queue (ATQ)

Back Office

Blacklist

Bulk SMS Sending

CLIP (Caller Line Identification Presentation)

CRM (Customer Relationship Management)

CRM Integration

CSC (Customer Service Center)

Call Center Automation

Call Center Outsourcing

Call Recording Compliance

Customer Effort Score (CES)

Customer Satisfaction (CSAT)

FIFO (First In, First Out)

Facebook Messenger

First Call Resolution (FCR)

Inbound Calling

Interactive Voice Response (IVR)

KPI (Key Performance Indicator)

PBX (Private Branch Exchange)

Predictive Dialer

Quality Assurance (QA)

SMS (Short Message Service)

SaaS (Software as a Service)

Service Level Agreement (SLA)

Service Priority

Speech Analytics

Speech-to-Text

TSF (Telephone Service Factor)

Ticket Tagging

Ticketing System

Viber

VoIP (Voice over Internet Protocol)

Voice Bot

Wallboard

WebRTC (Web Real-Time Communication)

Workforce Management (WFM)