- 8X8
- AACC
- Activity History
- AES
- Agent
- Agent Presence
- Agent Report
- AIC
- Amazon Connect
- ANI
- API
- Artificial Intelligence
- Auto Dialer
- Automatic callback
- Average handling time (AHT)
- Barge-in
- Blended agent
- Business optimization
- Business to business (B2B)
- Business to consumer (B2C)
- C4C
- CAD
- Call Center
- Call Center CRM
- Call center management
- Call center workforce optimization
- Call center workforce planning
- Call distribution
- Caller
- Call time
- Call volume
- Campaign Dialer
- CCaaS
- CCT
- Central office
- Channels
- Chatbot
- ChatGPT
- Chat messages
- CIF
- Click-to-dial
- Cloud call center
- Cloud Contact Center
- Cloud CTI
- Cloud migration
- Contact Center
- Contact center agent
- Contact Center CRM
- Contact center management
- Contact Center Outsourcing
- Contact center workforce optimization
- Contact center workforce planning
- Creators Studio
- CTI
- CTI/CRM integration
- CTI server
- Customer engagement
- Customer experience (CX)
- Customer experience management (CEM)
- Customer experience platform
- Customer journey
- Customer Journey Management
- Customer Journey Optimization
- Customer Relationship
- Customer relationship management (CRM)
- Customer satisfaction (CSAT or C-SAT)
- Customer service
- CX Sales
- CX Service
- DaVinci™
- Dialed number identification service (DNIS)
- Directed dialog
- Direct inward dialing (DID)
- Disposition codes
- Dual tone multi frequency (DTMF)
- Dynamics
- ECS
- EiPaaS
- Employee engagement
- Enterprise data window
- First contact resolution (FCR)
- Five9
- Fixed Feature
- Genesys voice platform (GVP)
- Global presence
- Graphical user interface (GUI)
- Hosted call center
- Hosted contact center
- Hosted Dialer
- Hybrid
- Independent software vendor (ISV)
- Insightful Analysis
- Integrated browser
- Integrated services digital network (ISDN)
- Interactions
- Interactive voice response (IVR)
- IVA
- Journey-specific
- Lifetime customer value (LCV)
- Marquee messages
- Menu
- Mobile Voice
- Moment of truth
- Moving to Cloud
- Multi-channel
- Multichannel Cloud Call Center
- Multichannel Cloud Contact Center
- Native connector
- Omni-channel
- PaaS
- Performance Tracking
- Predictive Dialing
- Premise based
- Private branch exchange (PBX)
- Prompt
- RFP or Public RFP
- ROI
- Saas
- Salesforce
- Salesforce Lightning
- SAML
- SAP
- SAP CRM
- Scheduled Callback
- Screen Pop
- ServiceNow
- Siebel
- Single pane UX
- SSO / Single Sign-on
- Touchpoint
- Trusted advisor(s)
- TTS
- Twilio
- Twilio API
- Twilio Flex
- UCCE
- UCCX
- UCM
- UIP
- Unified interface
- VXML
- WebRTC
- Workforce Management
- WxCCE
- XiPaaS
- Zendesk