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 – Avaya Application Enablement Services

Agent- Person who answers calls in a call center. Also called Customer Service Representative (CSR).

Agent Presence – The ability to see the online status of co-workers/managers.

Agent Report – Allows supervisors and agents to view contact center metrics.

AIC – Avaya Interaction center.

Amazon Connect A customer service facility operated by Amazon, facilitating communication between customers and support representatives. It employs various channels such as phone, email, and chat to address inquiries, resolve issues, and enhance customer satisfaction through technology-driven solutions.

ANI – Automatic Number Identification. A series of numbers associated with a call. These numbers identify the phone number of the caller. Sometimes referred to as a CallerID.

API –  or Application Programming Interface, is a set of rules and tools that allows different software applications to communicate with each other. It defines the methods and data formats that applications can use to request and exchange information, facilitating seamless integration and interaction between diverse software systems. APIs play a crucial role in enabling developers to access specific features or data from a service or platform without needing to understand its internal workings.

AI- or Artificial Intelligence refers to the capacity of a computer to replicate human cognitive abilities, including learning and comprehension.

AuthenticationVerifying the identity of a user or system to ensure they are who they claim to be. This typically involves using credentials like passwords or biometric data to grant access to secure systems and data.

Utilize SSO, widely adopted IAM solutions (OKTA, Azure Active Directory, etc.) for identity management or REST APIs to manage configurations.

Auto Dialer – An auto dialer is an outbound call center solution that automatically dials customer telephone numbers and can deliver important information through an automated message, or can connect a customer to a live agent once the call has been answered.

Automatic Callback – A computer telephony calling feature that permits a customer, when encountering a busy condition or other condition where an agent is unavailable, to instruct the system to return their call when an agent becomes available.

Average Handing Time – The duration during which an agent is engaged or occupied with an incoming call.

B

Barge-in – A capability provided by Natural Language Speech Recognition that allows callers to speak or enter their responses during the prompt and have those responses recognized. See also echo cancellation.

Blended Agent – An employee in the role of contact center agent who divides their time and attention between multiple communication channels (voice, email, SMS, etc.) to service customer needs.

Business Optimization – An employee in the role of contact center agent who divides their time and attention between multiple communication channels (voice, email, SMS, etc.) to service customer needs.

Business to Company (B2B): B2B refers to commercial transactions and interactions between two businesses rather than involving individual consumers. In B2B transactions, products, services, or information are exchanged between companies, and the focus is on meeting the needs and requirements of business entities.

Business to Business (B2C) – B2C refers to commerce transactions and interactions where businesses sell products or services directly to individual consumers. In the B2C model, businesses aim to meet the needs and preferences of end-users, offering goods or services for personal use through various channels such as online platforms, retail stores, or direct sales.

C

C4C – SAP’s Cloud for Customer (C4C) is a cloud-based customer relationship software, designed to enhance and streamline customer interactions, sales, and service processes.

CAD – Call Attached Data / Contact Associated Data. This is information associated with a phone call or contact that can be displayed to inform agents or used in business processes such as screen pop on case.

Call Center – A designated facility where an organization manages a large volume of customer and telephone calls, often incorporating computer automation. Call centers primarily handle voice-based inbound and outbound customer interactions, with limited self-service options. Also referred to as a Contact Center.

Call Center CRM – is the integration of customer relationship management tools and software within a call center environment. This technology enables call center agents to access and manage customer information, interactions, and history, thereby enhancing customer service, improving efficiency, and facilitating personalized communication. The integration of CRM in call centers helps streamline processes, optimize customer interactions, and ultimately contributes to a more effective and customer-centric operation.

Call Center Workforce Optimization – A customer experience strategy that modernizes call center technologies and platforms, through the use of digital channels, in order to improve customer satisfaction.

Call Center Workforce Planning –  Call center workforce planning addresses all elements of the call center including team scheduling, training and forecasting.

Call Distribution – The call volume distributed over the hours of the day.

Caller – The party who calls for a service, gets connected to the system, and interacts with it.

Call Time – A metric used in contact centers to measure the average time an agent is assisting a customer.

Call Volume – The number of interactions or calls per day, month, or year.

Campaign Dialer – a software tool used in call centers to automate outbound calling. It streamlines the process by automatically dialing phone numbers, enabling agents to focus on conversations rather than manual dialing. This tool often includes features like call scheduling and analytics, enhancing efficiency in sales and telemarketing campaigns.

CCaaS-  a cloud-based solution for establishing and managing customer contact centers. It offers features like automatic call distribution, multi-channel support, analytics, and CRM integration, enabling scalable and efficient operations without heavy on-premises infrastructure.

CCT – CCT AVAYA typically refers to “Customer Controlled Technology” by Avaya. Avaya is a telecommunications company that provides various communication and collaboration solutions, including contact center technologies. CCT, in this context, may relate to a set of tools or features that allow customers to have control over certain aspects of their technology or communication systems provided by Avaya. The specific functionalities and features associated with CCT AVAYA can vary, but it generally involves empowering customers to manage and customize their communication solutions to meet their specific needs.

Central Office – A location in which large telecommunication devices such as telephone switches and network access facilities are maintained. These locations follow strict installation and operation requirements.

Channels – The different communication mechanisms used by a customer to initiate contact with a company or vice versa. These include voice, email, chat, SMS, video, web forms, fax and WebRTC.

Chatbot- Chatbots are most commonly used to greet, collect background information and help solve simple problems. Although helpful for simple, self-service problem solving, they have a limited scope of programmed information they can understand and what they can say, which may lead to frustration.

Organizations evaluating a full, digital transformation may see chatbots fitting into the puzzle for answering FAQ type questions and gathering the preliminary information before connecting to a live representative.

ChatGPT- an AI chatbot that uses natural language processing to create humanlike conversational dialogue. The language model can respond to questions and compose various written content, including articles, social media posts, essays, code and emails. It can help customer service teams manage high volumes of inquiries while simultaneously improving customer satisfaction.

Chat Messages – Allows agents and supervisors to communicate during a contact. Reduces hold times and increase first and final contact resolution.

CIF – Channel Integration Framework a strategic approach to seamlessly unify and coordinate communication channels within an organization, aiming to create a consistent user experience across various platforms such as digital, social media, and customer support systems. This framework involves integrating technologies and communication strategies to enhance efficiency, improve customer experiences, and streamline business processes.

Click-to-Dial – Agents making outbound calls can initiate the call by clicking on the phone number in their CRM system.

Custom Apps – Build DaVinci apps to accommodate custom use cases that can share data and events with other DaVinci apps and generate data for analytics and AI training.

Cloud-based Solution –A cloud-based solution is a software or service accessed over the internet, eliminating the need for local installation. It provides flexibility and accessibility from various devices.

Cloud Call Center  – A web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.

Cloud Contact Center –A Cloud Contact Center is a contact center that exclusively relies on cloud-hosted solutions, with no reliance on on-premise servers.

Cloud CTI – Computer Telephony Integration is the merging of telephony systems with cloud-based services. Hosted in the cloud, it offers scalability, flexibility, and cost-effectiveness. Users can access and manage communication systems remotely, with seamless integration with other cloud services. This approach simplifies deployment and updates, making it a streamlined and efficient solution for businesses.

Cloud Migration – The process of moving digital assets, applications, and data from on-premises servers to cloud-based infrastructure. It involves transitioning from traditional, localized systems to scalable and flexible cloud services for improved efficiency and accessibility.

Contact Center – An integrated and usually automated communications system that coordinates all telephone and electronic contacts between an organization and the public.

Contact Center Agent: A professional responsible for handling customer interactions through various channels, such as phone, email, or chat. They assist customers, provide information, and resolve issues to ensure positive customer experiences.

Contact Center CRM – Customer Relationship Management is a technology that combines contact center and customer relationship functionalities. It integrates communication channels, customer data, and interactions, streamlining processes for enhanced customer service and support.

Contact Center Management – involves overseeing the operation and performance of contact centers, ensuring effective customer interactions. Key elements include workforce management, quality assurance, and technology utilization for optimal customer service.

Contact Center Outsourcing – involves contracting third-party services to manage customer interactions. It includes services like customer support, telemarketing, and technical assistance. Outsourcing allows businesses to focus on core functions while leveraging the expertise and cost efficiencies of external providers.

Contact Center Workforce Optimization – (WFO) refers to the set of tools and processes designed to enhance the efficiency and performance of a contact center’s workforce. It includes workforce management, quality monitoring, performance analytics, and other solutions to optimize agent productivity and improve customer experiences. WFO aims to streamline operations, boost agent performance, and ultimately enhance overall contact center effectiveness.

Contact Center Workforce Planning – involves efficiently managing staff resources to meet customer service demands. It includes forecasting, scheduling, and optimizing personnel to ensure a balanced and responsive workforce in a contact center environment.

Creators Studio – The Administration Portal for DaVinci. 

CTI – Computer Telephony Integration. Computer control and functionality applied to telephony hardware.

CTI/CRM Integration – Utilizing CTI with your CRM application.

CTI Server – A software component that monitors telephony events (ringing, busy etc.) from the PBX.

Customer Engagement – The ongoing relationship a customer has with an organization based on relevant, personalized experiences and the anticipation of the customer’s evolving needs.

Customer Experience Management (CEM) – is a strategy that focuses on the operations and processes used to create a positive customer experience, with a focus on your organization, product, service, or brand.

Customer Experience Platform – Contact center infrastructure, available from the cloud or on-premises, that supports the design, orchestration, monitoring, and tuning of customer journeys across voice and digital channels.

Customer Journey – The customer journey consists of multiple touchpoints and key interactions each customer or prospect has with a company, including messaging, employees, processes, products, or services. Single or multiple interactions can be considered a customer journey and are part of a holistic customer experience lifecycle.

Customer Journey Management – Customer journey management is the practice of using behavioral trends and technology to influence and optimize the customer experience (CX). It aims to minimize customer effort across all channels and touchpoints, ensuring a seamless experience every time a customer interacts with your company.

Customer Journey Optimization – Customer Journey Optimization refers to the strategic process of enhancing and refining every interaction a customer has with a business, aiming to improve overall satisfaction and outcomes.

Customer Relationship – refers to the interactions and connections between a business and its customers. It involves managing and nurturing these connections to build loyalty, satisfaction, and long-term engagement.

Customer Relationship Management (CRM) –  A strategy used to learn more about customer’s needs and behaviors in order to develop stronger relationships with them. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. If implemented properly, CRM will provide better customer service, make call centers more efficient, cross-sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues.

Customer Satisfaction (CSAT or C-SAT) is a measurement that determines how an organization meets its customers’ expectations based on satisfaction. Following a transaction, customers are asked a question about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied).

Customer Service – the assistance and service provided by an organization to customers before, during, and after the purchase of products or services.

CX Sales – Oracle’s Cloud based Customer Relationship Software for Sales.

CX Service – Oracle’s Cloud based Customer Relationship Software for Service.

D

Day 1 Data Protection Protect data infrastructure as all data access and processing is contained within the user’s browser and stays in your business applications. 

Data Management By centralizing and storing all customer data exclusively within the DaVinci applications, it establishes a secure foundation for AI training while ensuring data integrity remains within the confines of your business environment.

DaVinci™ – The first Interaction Orchestration Platform for improving agent experience. 

Dialed Number Identification Service (DNIS) – A feature of 800 or 900 lines that identifies the phone number the caller dialed to reach the attached computer telephony system.

Direct Dialog – The simplest type of speech automation that prompts callers for a specific set of answers.

Direct Inward Dialing (DID) – The simplest type of speech automation that prompts callers for a specific set of answers.

Disposition Codes – The result of the interaction as selected from a list by the contact center agent. These codes may vary depending on the needs of your specific organization.

DNI (DNI) is a marketing technique that dynamically replaces phone numbers on a website based on user data or conditions. This helps track the source of incoming calls and optimize marketing strategies.

Dual Tones Multi-Frequency (DTMF) – Touchtone dialing. In DTMF, pushing the button sends a combination of two tones, one high-frequency and one low-frequency.

Dynamics – Microsoft Dynamics is a suite of business applications designed to help organizations manage customer relationships, financials, and operations. It includes ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) solutions, providing a comprehensive platform for business management.

Decoupled Services – Decoupled services refer to a design approach where individual components or services in a system operate independently, minimizing dependencies between them. This allows for flexibility, scalability, and easier maintenance in software architecture. Take advantage of a platform that is scalable, resilient, and extensible because it decouples producers and consumers of events.

E

ECS – Aspect Enterprise Contact Server (ECS) is a server system designed to manage and facilitate enterprise-level communication and interactions.

EiPaaS – or Integration Platform as a Service, is a cloud-based service that facilitates the integration of various applications and systems. It enables seamless communication between different software and data sources without the need for extensive on-premises infrastructure.

Employee engagement – The extent to which employees are actively engaged in their work and supporting their customers. It can be a key driver of motivation, retention, performance, customer experience, and business success.

Epic – A concise term referring to an enterprise-level Customer Relationship Management (CRM) system, developed by Epic Systems Corporation, specifically tailored for the healthcare industry. It is designed to manage interactions with current and potential patients, physicians, and other stakeholders within hospitals, healthcare organizations, and medical facilities.

Enterprise Application Framework – Enterprise Application Framework DaVinci’s comprehensive tech stack provides a platform, a library of pre-built applications for leading customer experience applications, and the ability for organizations to build their own custom applications. Organizations can build apps with their engineers to solve specific challenges or utilize Microsoft’s Low Code No Code Power Platform.

Enterprise Data Window – This brings additional data to the agent’s desktop, such as call history by ACD queue and data gathered through an IVR system.

Enterprise Relationship Management – refers to solutions that allow an enterprise to share customer, product, competitor, and market information to accomplish the goals of long-term customer satisfaction and increased revenues.

F

First Contact Resolution (FCR) – The ability to address the customer’s need the first time they call or connect with an agent, thereby eliminating the need for the customer to follow up with a second interaction. Contact center managers carefully monitor follow-up calls because follow-up calls create an overall increased call volume, which, in turn, requires more agents. In general, a contact center manager will accept an increase in talk time, as long as the first call resolution rate increases. Follow-up calls can also be an indication of customer dissatisfaction. They also referred to First Call Resolution.

Five9 – Cloud Contact Center by Five9 is a cloud-based platform for customer service and support. It streamlines and enhances contact center operations with features like omnichannel support, analytics, and automation, providing a flexible and scalable solution for businesses.

Fixed Feature- A limited range of features available in a CRM or CTI solution. These features may be difficult or impossible to customize based on the needs of a specific organization.

G

Genesys Voice Platform (GVP) – a telephony and voice processing system that provides businesses with advanced communication capabilities.

Global Presence – The ability for agents to view the call status of others in their organization to help determine who is available for conferencing, consulting, or transferring a call.

Graphical User Interface (GUI) – A program interface that takes advantage of the computer’s graphics capabilities to make the program easier to use.

H

Hosted Call Center – A hosted call center is a customer experience solution where an organization handles its inbound, outbound, and voice-based self-service customer interactions. Customer interactions are hosted on a service provider’s back-office systems, therefore offering a lower cost of ownership.

Hosted Contact Center –refers to a contact center solution where the infrastructure and services are hosted in the cloud. This setup offers flexibility, scalability, and accessibility, allowing businesses to manage customer interactions efficiently without relying on on-premises hardware.

Hosted Dialer – a telephony system that operates in the cloud. It provides businesses with a scalable, flexible, and cost-effective solution for managing outbound calls. It eliminates the need for on-premises hardware, offering easy deployment and maintenance.

Hybrid—A hybrid refers to a combination of two or more different elements, often combining traditional and modern technologies or approaches. For example, using a premise voice platform while using CPaaS for SMS. 

I

Identity and Access Management (IAM) – IAM is a framework of business processes, policies, and technologies that facilitates the management of electronic or digital identities. With IAM, organizations can control user access to critical information within their systems

Independent Software Vendor (ISV) – A company that has an agreement with HTI to develop software to work with the system to provide additional features required by customers.

Insightful Analysis – The AI-powered analysis gives businesses helpful insight into the information they can act on that could never be done without the move to digital. Contact centers can now analyze customer sentiment or behavior and create touchpoints before losing the customer.

Integrated Browser – Integrated Browser refers to a web browser that is built into another software application, allowing users to access the internet seamlessly within the program without launching a separate browser window.

Integrated Services Digital Network (ISDN) – An international standard for sending voice, video, and data over digital telephone lines or normal telephone wires.

Interactions – how customers engage with your organization after selecting the communication channel of their choice. Interactions can be self-service orientated, including navigating an IVR, leaving a voicemail, or filling out a web form to send an email. Interactions can also be human or agent-oriented, including chat sessions, talking to a live representative, or face-to-face video calls. Each interaction point, whether human or self-service, will have a different perceived value and unique organizational cost.

Interaction Data for Analytics & AITrain AI models with interaction data processed by DaVinci within your business applications for AI like predictive & sentiment analysis, chatbots, etc.

IVA – Intelligent Virtual Agents is an evolution to the IVR by supporting self-service transactions and assisting live agents.

J

Journey Specific  – The experience delivered, whether via self-service or human-assisted, matches the customer’s expectations and aligns with the different stages of the customer experience lifecycle.

L

Lifetime Customer Value (LCV) – The value of a customer over their lifetime as a customer of an organization or brand.

LLM – LLM stands for “Large Language Model.” It refers to advanced artificial intelligence models, like GPT-3, designed to understand and generate human-like language.

Low Code/No CodeUse drag-and-drop to deploy custom apps and user interfaces or trigger workflows through Microsoft’s low-code/no-code platform with power apps and power automation.

M

Marquee Messages – Allows supervisors to instantly broadcast messages to all agents or groups of agents.

Microsoft TeamsA collaboration platform developed by Microsoft that combines workplace chat, video meetings, file storage, and application integration, facilitating teamwork and communication within organizations.

Mobile Venue – Mobile voice is an emerging technology that combines recent advances in mobile and voice recognition. The combination of the two technologies results in users being able to talk to their mobile devices, be understood by the device, and accomplish tasks.

Moment of Truth – The interactions between customer and company along the customer journey and often situations where a customer can form or change an opinion about a company, product, or service offering. Each and every time a customer makes contact with an organization or its representatives can be a “moment of truth.”

Moving to the Cloud – A contact center could move its CRM or Telephony solutions to a cloud-based one. An example would be moving from Siebel to Salesforce Lightning.

Multi-Channel – The ability to handle multiple media types, such as voice, chat, SMS, e-mail, etc., using a single toolbar integration.

Multi-Channel Cloud Call Center – A multi-channel cloud call center is a customer experience platform that integrates multiple touchpoints, including voice, text, social media, and the web, making customer interactions accessible via an Internet server. A multi-channel cloud call center can be accessed from virtually anywhere, eliminating the need for physical infrastructure and reducing incremental costs to expand call center capabilities.

Multi-Channel Cloud Contact Center – A multi-channel cloud contact center is a customer support system hosted in the cloud that handles communication through various channels such as voice, email, chat, and social media. This setup enhances flexibility and scalability for businesses, allowing them to manage customer interactions seamlessly across different platforms.

N

Native Connector – A native connector is a software component that enables seamless integration between different applications or systems within a specific platform or environment.

Net Promoter Score – Net promoter score, often called NPS, is an important metric that measures how likely customers are to recommend a business. The idea behind NPS is companies that their customers recommend are more likely to grow.

O

Omni-Channel – Combining multi-channel through a consistent routing and queuing approach allowing the customer to interact with an agent through any available channel. 

On-Premise Contact Center –On-Premise Contact Center refers to a customer support system that is hosted and operated on the premises of an organization, typically using in-house servers and infrastructure.

P

PaaS – Platform as a Service (PaaS) is a cloud computing model where a provider delivers a ready-to-use platform, including development tools, runtime, and infrastructure. PaaS simplifies application development and deployment, allowing users to focus on building software without managing underlying hardware or software infrastructure.

Performance Tracking – Based on the activity information captured, customers would be able to run reports for performance tracking metrics.

PII – Personally Identifiable Information (PII), or personal data, corresponds to a single person. PII might be a phone number, national ID number, email address, or any data that can be used, either on its own or with any other information, to contact, identify, or locate a person.

Predictive Dialing – Predictive dialing is a method of making several automated outbound calls without using agents. Answered calls are then passed to agents. A computer makes dialing decisions based on certain algorithms to support business objectives.

Premise Based – Contact center solutions that require premise servers for them to be hosted on.

Pre-Built AppsIntegrate leading contact center applications with out-of-the-box DaVinci apps for most major CCaaS, telephony, and CRM systems.

Private Branch Exchange (PBX) – Private branch exchange (PBX) is a private telephone network used within a company. Users can communicate internally (within the company) and externally (outside the company) using different communication channels like VoIP, ISDN, or analog.

Profile ManagementOrganize users into functional areas and give customized configurations, including the ability to have multiple profiles for various work purposes.

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

R

Real-Time Responsiveness Use events to trigger and communicate the contextual state and data between decoupled services to provide better proactive customer service.

REST API –or Representational State Transfer Application Programming Interface, is a set of rules that govern how web services communicate. It uses standard HTTP methods like GET, POST, and DELETE to enable systems to interact in a simple and scalable way. REST APIs are widely used for web development, providing a lightweight and flexible approach to building and consuming web services.

RFP or Public RFP – A “Request for Proposal” (RFP) is a document used to solicit vendor bids for a specific project or service. It can be shared privately with selected vendors or posted publicly to invite proposals. The RFP outlines project details, requirements, and criteria, allowing vendors to submit their proposed solutions and cost estimates.

ROI – Return on Investment (ROI) is a financial metric that assesses the profitability of an investment by comparing the gain or loss relative to its cost. It is calculated by dividing the net profit from the investment by its initial cost and is often expressed as a percentage.

S

SaaS – Software as a Service (SaaS) is a cloud computing model where software applications are provided as services accessible over the internet, eliminating the need for local installations. Users typically access SaaS applications through web browsers, and the service provider maintains, updates, and hosts the software.

Salesforce – Salesforce is a cloud-based Customer Relationship Management (CRM) platform that helps businesses manage customer interactions and streamline various processes.

Salesforce Lightning – a user interface framework and platform that enhances the Salesforce experience with a modern, intuitive interface, improved productivity features, and seamless customization capabilities.

SAML – Security Assertion Markup Language is an open standard for SSO, in which users are authenticated by an Identity Provider, a third-party authentication service.

SAP – SAP, or Systems, Applications, and Products in Data Processing is a leading enterprise resource planning (ERP) software suite. It integrates various business functions, streamlining processes and facilitating efficient organizational data management.

SAP CRM – SAP CRM, or Customer Relationship Management, is a business solution by SAP that helps organizations manage customer interactions and relationships. It encompasses tools for sales, marketing, and service processes, aiming to enhance customer engagement and satisfaction.

Scheduled Callback – Ability to enable an agent to schedule a call back to a customer.

Screen Pop – Customer data that is displayed as an incoming interaction arrives.

ServiceNow – ServiceNow’s cloud-oriented Customer Relationship Software.

Service Cloud Voice –  Salesforce Service Cloud Voice is a comprehensive customer service solution that directly integrates telephony capabilities into the Salesforce platform. This enables businesses to manage customer interactions efficiently by combining voice communication with Salesforce’s powerful CRM tools.

Siebel – Siebel, now part of Oracle, refers to Siebel Systems, a software company acquired by Oracle. Siebel Systems is known for its Customer Relationship Management (CRM) applications, and after the acquisition, it became a part of Oracle’s suite of enterprise software solutions.

Single Pane UX – The ability for the agent to support customers from multiple channels in a single application. 

SSO/Single Sign-On – Single Sign-On allows users to authenticate once by providing their username and password and access all of their business applications, including logging into their telephony sessions.

Streamlined Data Flow- Streamlined Data Flow refers to the efficient and simplified movement of data within a system or process, reducing bottlenecks and enhancing overall efficiency.

Ensure consistency among apps with a reliable event broker that can handle the high volume and velocity of events and configure consumer apps as a chained workflow.

T

Touchpoint – Each impression a customer has of an organization (be it advertising, product, email, etc.) can be called a touchpoint. These touchpoints can spurn an interaction with the organization, which in turn creates a customer experience.

Transcription – A concise explanation or written record of spoken language, typically capturing dialogue or text from audio or video sources.

Trusted Advisors – Trusted advisors are individuals or entities recognized for their expertise and integrity in providing guidance and support to clients or organizations.

TTS – TTS stands for Text-to-Speech, a technology that converts written text into spoken words.

Twilio – Twilio is a cloud communications platform that enables developers to integrate voice, messaging, and video capabilities into their applications via APIs.

Twilio API – communication API provided by Twilio, enabling developers to integrate voice, SMS, and messaging services into their applications with ease.

Twilio Flex – Twilio Flex is a cloud-based contact center platform that allows businesses to build customized solutions.

U

UCCE – a comprehensive customer interaction solution by Cisco Systems, designed for large-scale contact centers. It integrates various communication channels, including voice, email, chat, and social media, to provide advanced features such as automatic call distribution (ACD), interactive voice response (IVR), and sophisticated routing for enhanced customer service and efficient management of interactions.

UCCX – UCCX stands for Cisco Unified Contact Center Express, a solution tailored for small to medium-sized contact centers. It offers features like ACD, IVR, and CTI to streamline customer interactions across multiple channels, enhancing overall service efficiency.

UCM – Cisco Unified Communication Manager is a comprehensive communication platform developed by Cisco Systems. It serves as the core component for managing voice, video, messaging, and collaboration services within an organization. This solution enables unified communications by integrating various communication endpoints, such as IP phones, video conferencing devices, and messaging applications, into a single, cohesive system. Cisco Unified Communication Manager facilitates efficient and seamless communication across the enterprise. DaVinci has integration through TAPI

UIP – Aspect Unified IP is a contact center solution by Aspect Software, integrating various communication channels like voice, email, chat, and social media. It streamlines customer interactions, offering features such as ACD, IVR, workforce management, and analytics in a unified platform for efficient management.

Unified Data AccessConsolidate and share business and technical data like customer information and events with DaVinci apps.

Unified Interface – a bridge between web and mobile platforms, providing a consistent experience across devices.

User ManagementManage users across multiple apps & integrations for easier onboarding and offboarding.

V

Virtual Phone Number – A virtual phone number is a telephone number that isn’t tied to a specific physical phone line. Instead, it operates in the cloud and can forward calls to different devices or numbers. This provides flexibility and mobility for users without the need for a fixed landline.

VPN –  Virtual Private Network is a technology that establishes a secure and encrypted connection over the internet, allowing users to access a private network remotely. It enhances privacy and security by masking the user’s IP address and encrypting data transmission. VPNs are commonly used for secure remote access to corporate networks or to bypass geographical restrictions on the internet.

VoIP – Voice over Internet Protocol, is a technology that enables voice and multimedia communication over the internet, replacing traditional phone lines with digital data packets.

VXML – VoiceXML, or Voice Extensible Markup Language, is a standard markup language that enables the creation of interactive voice response (IVR) systems for telephony applications. It allows developers to design and control the flow of voice interactions in phone-based services, facilitating the development of automated voice applications and services.

W

WebRTC – Web Real Time Communications allows voice, video and other communication channels to be accessed through the user’s browser. There is no need for a physical phone or softphone or other specialized media tools.

Workforce Management- Managing and organizing the work hours of agents or users in a contact center by overseeing and creating schedules.

Workforce Optimization – using tools and processes to make the workforce more efficient and effective. It includes managing staffing, monitoring quality, analyzing performance, and providing training to improve customer satisfaction.

WxCCE – WebEx’s hosted version of Cisco’s contact center solution, UCCE. It offers comprehensive tools for enterprise-level customer support and collaboration.

Z

Zendesk – Zendesk is a cloud-based tool for managing customer relationships. It helps businesses handle customer interactions across different channels like email, chat, and social media. With features like ticketing, knowledge base, and analytics, Zendesk streamlines customer support and improves the overall customer experience.