Account contact management refers to specific information identifying a customer account such as name, address, contact information and any related details associated with a given customer record. 

Adherence is a term essential to call centers that refers to the degree in which customer service representatives stick to guidelines and follow set practices.

Call center administrators are responsible for overseeing the day-to-day operations of a call center.

A contact center agent provides customer support and quality of service to a business’s client base. They help resolve customer issues and escalate high-priority cases to the appropriate departments within an organization so customer satisfaction levels are met. 

An AI (Artificial Intelligence) focused call center is a telecommunications company that uses AI to assist in various related call center operations.

AI sentiment analysis is a feature that analytic software uses to analyze human speech.

AI enables customer service systems to perceive their environment, deal with what they perceive, solve problems, and act to achieve a specific goal.

Call center analytics consist of data gathered from interactions between customers and agents to provide a holistic overview of a company’s operations.

An answering service call center takes inbound calls for clients that need customer support when they are unable to answer calls.

API (Application Programming Interface) is a tool used by call centers to build their own applications that integrate with existing customer service software.