Glossary
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A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

A

Agent - A Customer Service Officer (CSO) who handles customer calls, emails, web chats, video calls, and social chats for companies in a contact center.


Agent Personalised Portal - Allows agents to view their own interaction history with customers from all communication channels.


Analog Telephony - Use technology that translates audio / video signals into electronic pulses.


Application Programming Interface (API) - Software-to-software interface that enables two applications / solutions to exchange data and communicate with each other.


Artificial Intelligence (AI) - The ability of a programmed computer to mimic human actions and cognitive skills, such as learning and problem solving.


Automated Dialer - An outbound solution that automatically dials customer's number and delivers information through an automated message, or connects a customer to a live agent once the call has been answered, usually in the form of preview dialer, power dialer and predictive dialer.


Automatic callback - A telephony feature that allows a customer to leave their contact details and instruct the system to return their call when an agent is available.


Automatic Call Distributor (ACD) - A telephony system that disperses high volume incoming calls and routes them to contact center agents or employees.


Attribute-Based Routing - Aka Intelligent Routing. A process of distributing tasks based on pre-set rules.


Auto-Attendant - Aka Interactive Voice Response (IVR). An automated telephony feature that interacts with callers automatically, gathers information and routes calls to the specific recipients.


Average handling time (AHT) - The average duration an agent has occupied on an incoming customer interaction, usually measured from the customer's initiation of the interaction to the end, including talk time and hold time.


B

Back-office optimization - Aligns back-office functionality with front office workflows in workforce optimization (WFO) tool to reduce costs, increase productivity in providing seamless customer experience (CX).


Blended call center - A call center that comprises both inbound and outbound call operations using the automated dialer, usually in the form of preview dialer and power dialer.


Blind Transfer - When you transfer the caller to another group or agent without speaking to the new agent. Once the call is accepted, it will be dropped on your end.


Bring your own carrier (BYOC) - A way to keep your existing phone provider and port your numbers while receiving your inbound calls in Nubitel.


Business Disposition - Remarks on the outcome of an agent’s concluded call with a client.


C

Caller identification (Caller ID) - Aka Call Number Display. A telephone service that transmits a caller's telephone number to the called party's telephone equipment when the call is being set up. The information received from the service is displayed on a telephone display screen.


Call center software - Automates and standardizes the process of receiving and responding to customer phone calls.


Call detail record (CDR) - A data record produced by Nubitel that documents the details of a call or other telecommunications transaction that passes through that facility or device.


Call Forwarding - A telephony feature that redirects a telephone call to another mobile / telephone number.


Call History - A list of calls you've made, answered, or missed.


Call Monitoring - A telephony feature that manages call quality, increase agent efficiency, improve agent performance, and so on.


Call Recording - A telephony feature that records inbound and/or outbound calls. Calls can be retrieved for review or training purposes.


Call Routing - A telephony feature that sends voice calls to a specific queue based on pre-set rules.


Call Transfer - A telephony feature that enables a user to relocate an existing telephone call to another phone.


Campaign - Campaigns give you increased flexibility to organize different interaction channels, such as outbound, inbound, social media, etc.


Chatbot - An Artificial Intelligence (AI) programme that is able to simulate conversational interaction with a user in natural language via voice or text chats.


Click-to-Call - Aka Click-to-Dial. A way to let people call a company representative while they’re browsing a website or in an app without any call charges.


Click-to-Chat - A way to let people chat with a company representative while they’re browsing a website or in an app without any charges.


Click-to-Interact - A way to let people interact with a company representative while they’re browsing a website or in an app in the form of Click-to-Call, Click-to-Chat, Click-to-Video without any call charges. This is all done by using WebRTC.


Click-to-Video - A way to let people video call with a company representative while they’re browsing a website or in an app without any charges.


Cloud Communication Solution - Internet-based voice and data communications where telecommunications applications, switching and storage are hosted by Nubitel, comprising of Cloud Unified Communication, Omnichannel Solutions for Customer Engagement, AI-Powered Chatbot and cloud-based CRM.


Cloud contact center - A contact center that is hosted on an Internet server, from which all inbound and outbound customer interactions are handled. This makes interactions through voice, email, social media accessible from virtually anywhere.


Cloud PBX - A business phone system that is hosted on servers and powered over the internet.


Computer Telephony Integration (CTI) - A technology that allows interactions on a telephone and a computer to be integrated or coordinated.


Contact Center as a Service (CCaaS) - A Contact Center Solution that is hosted in the cloud, allowing companies to utilize a contact center provider's software without the need for installing complex hardware or provisioning. This offered on a pay-as-you-go or subscription basis.


Conversational AI Platform - The use of messaging apps, speech-based assistants, and chatbots to automate interaction and create a personalized customer experience.


CRM Dialer - Manually dials telephone number and connects answered dials to agent who makes the call, usually use for telemarketing or customer callback request.


Customer engagement - The relationship between a customer and an organization through various online or offline channels, based on personal experience and needs.


Customer experience (CX) - The interactions and experiences your customer has with your business throughout the entire customer journey.


Customer journey - The complete sum of experiences that customers go through when interacting with a company or brand. This consists of multiple touchpoints and interactions a customer has with a company, including messaging, employees, processes, products, or services.


Customer relationship management (CRM) - Aka Customer Interaction Hub (CIH). Create and maintain a clear view of the profile and history for every client as well as provide a company with the necessary information and tools in one interface to resolve an interaction request.


Customer satisfaction (CSAT) - A measurement that determines how products and services supplied by a company meet or exceed customer expectation.


D

Dashboard - displays call center metrics and KPIs to allow managers and teams to monitor and optimize performance.


Digital Telephony - Aka Integrated Services Digital Network (ISDN) uses technology that translates audio / video signals into binary code.


Direct Inward Dialing (DID) - A telephony feature that allows a phone number to ring through directly to a specific phone at business.


Do Not Disturb or (DND) - A telephony feature that prevents calls from ringing on an extension for which DND is activated.


E

Employee engagement - The level of commitment, passion, and loyalty an employee has toward their work and company.


Extension - A short internal number assigned to an employee, a team, or a department of your main business number.


Extension dialing - A telephony feature that enables internal and external callers to contact specific groups or person in an organization.


F

First contact resolution (FCR) - The ability of a contact center to resolve customer problems, questions or needs the first time they call, with no follow-up required.


G

Graphical user interface (GUI) - A system of interactive visual components for computer software.


H

Hosted contact center - A customer experience solution where an organization’s inbound and outbound interactions are hosted on Nubitel’s system.


Hunting Group - The method of distributing phone calls from a single number to a group of several phone lines.


Hybrid Cloud - A cloud computing environment that uses a mix of on-premises, private cloud and public cloud services into a flexible infrastructure.


I

International direct dialing (IDD) - Placing an international call that is dialed directly by a telephone subscriber.


Inbound Call - A customer initiates a call to a call center or contact center.


Interactions - The way in which customers engage with your organization via their preferred communication channel in voice, video, chat and etc.


Interaction History - The Compilation of the interactions received by a contact center complete with recordings, business outcome, duration, and media type.


Integrated services digital network (ISDN) - A digital network technology that carries voice and data services in a digital format over a standard telephone line. Nubitel allows for 10 and 30 concurrent calls. Multiple ISDN connections are grouped together for businesses that require more than 30 call lines.


Interactive voice response (IVR) - Aka Auto-Attendant. An automated telephony feature that interacts with callers automatically, gathers information and routes calls to the specific recipients.


IP PBX - A system that connects telephone extensions to the public switched telephone network (PSTN) and provides internal communication for your business.


IP phone - Aka VoIP phone, is a phone that uses internet protocol for placing and transmitting telephone calls rather than the circuit-switched PSTN.


K

Key Performance Index (KPI) - Measures the agent / call center performance through various metrics


L

Live Chat - Aka web chat. A small pop-up chatbox appears in a website or in mobile app where the visitor can exchange text messages with a customer service staff or chatbot in real time.


Listen in - Supervisor is able to listen and analyze call center agent performance during a live call.


M

Machine Learning - An application of artificial intelligence that enables computer programs to learn and improve automatically with new data, without being programmed.


Media gateway - A device that provides a traditional analog or digital PBX interface to a VoIP network.


Mobile Workforce - A group of employees who work outside of a physical office location and they are connected by various devices.


Music on Hold - A telephony feature that plays recorded music to fill the silence that would be heard by callers who have been placed on hold.


N

Natural Language Processing (NLP) - A branch of artificial intelligence that helps computers understand and interpret human language in reading text, hearing speech.


O

Online analytical processing (OLAP) Cube - A computer-based technique of analyzing data from multiple database systems that makes creating and viewing reports become easy.


Omnichannel - A cross-channel strategy that organizations use to improve their customer experience and drive better relationships with their audience across different points of contact eg. call, email, social messaging app, social media and etc.


Omnichannel contact center - Aka Omnichannel call center. A contact center model that provides a seamless customer experience, connecting all touchpoints or communication channels eg. social media, email, live chat and etc in a single interface. It allows switching between Agents without losing context across all other channels.


Omnichannel customer experience - Allows customers to choose their preferred channels with consistent and seamless customer experience across different touchpoints.


Omnichannel customer service - Consists of many interactions across multiple touchpoints between a customer, or prospect, and brand or company in every customer stage and customer lifecycle.


On-Premise Contact Center - A contact center model where all software and hardware required to maintain and operate a contact center is located physically on a company’s property. It needs to employ or contract with IT staff responsible for configuration, upgrades, and maintenance of the contact center.


Outbound call center - A contact center model where call center agents contact customer or prospect on behalf of a company.


Outbound Call - A customer initiates a call to a call center or contact center.


P

Power dialer - An automated outbound dialer that does the dialing while letting the agent focus on the live call at hand. Once the call is done, the agent has time to fill up the survey, enter notes, and indicate that they are ready for the next call. The Power Dialer then dials the next person in the queue.


Private branch exchange (PBX) - A private telephone network used within a company which users can communicate internally and externally using different communication channels like VoIP, ISDN or analog.


Predictive dialer - An automated outbound dialer that makes several automated outbound calls. Answered calls are then passed to agents based on certain algorithms to support business objectives.


Preview dialer - An automated outbound dialer which allows an agent can look at the contact record before auto dialing a customer.


Private Cloud - A form of cloud computing that is used by only one company, or that ensures that an organization is completely isolated from others. It can be architected to meet that company’s specific needs.


Prompt - A message played to a caller that gives the caller a choice of selections in a menu and asks for a response.


Proxy server - Acts as an intermediary server that separates end users from the websites they browse to provide those resources coming from their requests.


Public Switched Telephone Network (PSTN) - The public telephone network to which telephones and PBXs are connected.


Public Cloud - A form of cloud computing in which a service provider makes resources available to the public via the internet, that is available to any company who wants to use or purchase.


Q

Queue - When customers call a contact center or customer service team, they virtually need to wait to interact with an agent and listen to music played in their telephony system.


Quality Monitoring (QM) - An essential process in running a successful call center to refine agent behavior and align it with business goals. The metrics for QM includes real-time monitoring and reports, customer satisfaction (CSAT) and so on.


R

Remote working - A working style that allows staff to work outside of a traditional office environment.


S

Service Level Agreement (SLA) - A contract between a service provider and a customer that documents quality, availability and responsibilities of service provider and its service.


Shelve - A Nubitel feature to store non-real time interactions with reminder alert in private or public (internal team).


Simultaneous Ring - Allows incoming calls to ring several different phone at the same time


Smart Office - A workplace where new technology is leveraged to help employees work more productive and efficient.


Software as a Service (SaaS) - A software distribution model in which a solution provider hosts applications and makes them available to customers over the Internet.


Soft Transfer - Aka warm transfer or hot transfer. An agent dials and talks to the right person before passing a customer's call to the person.


Supervisor - A person who is responsible for leading, coaching and monitoring a team of customer service agents.


Softphone - Allows users to make phone calls over the internet via a computer or smartphone.


Speech-to-Text (STT) - A speech recognition technology that turns spoken words into written words.


Speech Analytics - The process of recording and analyzing large volume of calls to gather customer information and using AI to understand customer intent and improve communication for future interaction.


Sentiment Analysis - The process of computationally identifying and classifying opinions expressed in the call to determine the caller's attitude in an interaction.


Software Development Kit (SDK) - A downloadable software package that contains the tools you need to build on a platform.


SIP Trunking - A Voice over Internet Protocol (VoIP) based on session initiated protocol (SIP) that enables Nubitel to provide telephone services and unified communications to customers with SIP-based private branch exchange (IP-PBX).


T

Talk time - A call center performance metric that measures the average time an agent spends on each call.


Text-to-Speech (TTS) - A Nubitel feature that allows an application to play speech directly from text by converting that text to synthesized speech.


Three-Way Conferencing - A fast and simple way to connect an additional party to your existing call.


Touchpoint - Any way a consumer can interact with a business, whether through a website, an app, social media, social messaging or any form of communication.


Transmission Control Protocol/Internet Protocol (TCP/IP) - A set of networking protocols that allows two or more computers to communicate.


Two Factor Authentication (2FA) - A security process in which users provide two different authentication factors to verify themselves to protect both the user's credentials and the resources the user can access.


U

UC Portal - Allows IT personnel in your company to create and manage users, extensions, IVR flow, call routing, call forward setting, call report, call stop (setting a limit to outbound call), call charges, blacklist, voice mail to email etc.


Unified Communications (UC) - A telephony system that integrates voice, video and messaging on a single platform to improve productivity, cost and efficiency.


Unified Communications as a Service (UCaaS)- A broad range of communication applications and services in the cloud.


Universal queue - A process whereby all customer interactions from livechat, social media, email, calls and others are integrated into the same queue to standardize processing and handling.


V

Voicemail to Email - A business phone system feature that records a voicemail as an audio file and sends it to an email address.


Virtual contact center - A solution that supports contact center agents in different locations to handle customer interactions from all touchpoints instead of one physical location.


Virtual call center - A solution that supports contact center agents in different locations to handle calls from all touchpoints instead of one physical location.


Voice logger - The traditional practice of regularly recording inbound and outbound calls.


Voice Over Internet Protocol (VoIP) - A category of hardware and software that enables voice calls to be made and received over the internet.


W

Webhook - Aka web callback, a way for an app to provide other applications or third party APIs with real-time information.


Web Real-Time Communication (WebRTC) - A technology that enables web applications and websites to capture and optionally stream audio and/or video media, as well as to exchange arbitrary data between browsers without requiring an intermediary.


WebSocket - A persistent bi-directional communication channel between a client (e.g. a browser) and a backend service. It is able to transport any number of protocols and provide server-to-client message delivery without polling.


Workforce Optimization (WFO) - A business strategy that integrates business performance considerations, involving automation of processes, data visibility, compliance on legislation and solving business problems related to staffing.


Wrap-up time - The time taken by an agent to make notes or entries on the CRM about relevant details of a call after the caller has hung up.


Y

Y cable - Aka splitter cable or Y splitter, allows a USB peripheral to receive data and power from two different devices respectively.