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.