AMC’S Glossary

DaVinci’s glossary for AMC Technology explores the essential vocabulary, measurements, metrics, and expressions associated with call center software and the realm of customer experience. This extensive compilation serves as a guide to the key terminology crucial for effective communication within the DaVinci framework. Each definition in the glossary offers clear insights into the significance of specific terms utilized in the industry.

0-9

8X8 8×8 Contact Center is a cloud-based solution by the tech company 8×8 that optimizes business customer interaction management. With features like multichannel support, analytics, integration capabilities, intelligent routing, and remote work support, it enhances engagement, streamlines processes, and boosts customer satisfaction.

A

Avaya Aura Contact Center – A multi-channel solution for businesses to enhance customer interactions, with intelligent routing and real-time analytics for a seamless experience.

Activity History – Activity history in a contact center is a log of customer interactions detailing when they occurred, the nature of the interaction, communication channels used, and actions taken. It helps track and manage customer engagements for improved service.

AES

Agent

Agent Presence

Agent Report

AIC

Amazon Connect

ANI

Application Programming Interface (API) – 

Artificial Intelligence

Authentication

Auto Dialer

Automatic Callback

Average Handing Time

B

Barge-in

Blended Agent

Business Optimization

Business to Company (B2B)

Business to Business (B2C)

C

C4C

CAD

Call Center

Call Center CRM

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-based Solution

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 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

D

DaVinci

Dialed Number Identification Service (DNIS)

Direct Dialog

Direct Inward Dialing (DID)

Disposition Codes

Dual Tones Multi Frequency (DTMF)

Dynamics

E

Enterprise Data Window

ECS

E

Enterprise Relationship Management

F

First Contact Resolution (FCR)

Five9

Fixed Feature

G

Genesys Voice Platform (GVP)

Global Presence

Graphical User Interface (GUI)

H

Hosted Call Center

Hosted Contact Center

Hosted Dialer

Hybrid

I

Identity and Access Management (IAM)

Independent Software Vendor (ISV)

Insightful Analysis

Integrated Browser

Integrated Services Digital Network (ISDN)

Interactions

Interactive Voice Response (IVR)

IVA

J

Journey Specific 

L

Lifetime Customer Value (LCV)

M

Marquee Messages

Mobile Venue

Moment of Truth

Moment to the Cloud

Multi-Channel

Multi-Channel Cloud Call Center

Multi-Channel Cloud Contact Center

N

Native Connector

O

Omni-Channel

P

PaaS

Performance Tracking

Predictive Dialing

Premise Based

Private Branch Exchange (PBE)

Profile Management

Prompt

R

RFP or Public RFP

ROI

S

SaaS

Salesforce

Salesforce Lightning

SAML

SAP

SAP CRM

Scheduled Callback

Screen Pop

ServiceNow

Siebel

Single Pane UX

SSO/Single Sign-On

T

Touchpoint

Transcription

Trusted Advisors

TTS

Twilio

Twilio API

Twilio Flex

U

UCCE

UCCX

UCM

UIP

Unified Interface

V

VXML

W

WebRTC

Workforce Management

WxCCE

Z

Zendesk