Contact Center Glossary

Contact Center Terminology from A-to-Z

LiveVox is the number one platform for Contact Centers and we talk the talk. Have a look at our glossary below for a list of any term you could possibly need to know about with regards to Contact Centers.

See how we can help your businesses by contacting a specialist today.

A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z

A

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

B

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

C

Call Recording Software

Call recording software is a tool used to capture and house voice conversations from multiple phone lines in the contact center…

Call Routing

Call routing is an automatic call distribution and management process that allows contact center phone systems to place incoming calls into queues and direct them to the appropriate recipient…

Cloud CRM

A cloud CRM is customer relationship management software that houses data in a public or private cloud by the CRM service provider as opposed to on-premise or in-house…

Contact Center Automation

Contact center automation is the process by which routine or simple and often manual tasks are carried out automatically using software and technology in a programmable, repeatable way…

Contact Center Campaigns

Contact center campaigns promote products and services through different types of channels, such as email, voice, SMS, and web platforms. Contact center campaigns can include product promotions, upsells, account recovery management, customer satisfaction surveys, and many other initiatives…

Contact Center Dashboard

A contact center dashboard is a visual display of customer data and activity. Contact center dashboards are used to provide important information at-a-glance, such as KPIs, call volumes, hold times, queue backlog, and more…

Contact Center Management

Contact center management involves the way leaders go about managing their center and handling the activities to support customers and business operations…

Contact Center Quality Assurance

Contact center quality assurance is a systematic process of determining whether customer interactions and support service meet established benchmark requirements…

Contact Center Quality Monitoring Scorecards

Contact Center Quality Monitoring Scorecards are performance metrics contact centers use to identify and improve internal agent performance and their resulting customer outcomes…

Contact Center as a Service (CCaaS)

Contact center as a Service, or CCaaS, is a software delivery model whereby contact center service vendors bundle the core tools used to manage contact center operations…

Conversation Analytics

Conversation analytics are tools and processes for analyzing the contents of calls and digital messages. Conversation analytics allow you to monitor and assess agent performance and customer satisfaction…

CRM Solutions

CRM solutions are customer relationship management software tools that house data in a public or private cloud by the CRM service provider as opposed to on premise or in house…

Customer Experience Management

Customer experience management is a set of tools and practices that are focused on increasing customer relationships, retention, and success. Effective CXM strategies lead to more satisfying customer experiences, more effective marketing campaigns, and more profitable...

Customer Service Software

Customer service software is any tool or suite of tools that allows businesses to interact with, track, and manage customer relationships.

D

Dialer software

Dialer software maximizes productivity by improving contact rates, standardizing the customer experience by streamlining outbound activity, and ensuring TCPA compliance by using the most appropriate type of dialing strategy for the situation at hand.

E

Enterprise Live Chat

Enterprise live chat is an embedded web chat function on an enterprise company website.

F

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

G

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

H

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

I

Intelligent Virtual Assistant (IVA)

Intelligent virtual assistants, also known as Intelligent Virtual Agents, are software that utilizes a set of rules and Artificial Intelligence (AI) to interact with customers and carry out service and support interactions…

J

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

K

Knowledge Base

A knowledge base is a page on a company website that houses answers to all of the most frequently asked questions (FAQs) that customers may have.

Knowledge Center

A self-service knowledge center is a central place where customers can go to seek out answers and get help for themselves.

Knowledge Management

Knowledge management tools like knowledge bases are one of the essential ways contact centers can facilitate faster and more convenient experiences.

L

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

M

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

N

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

O

Outbound Calling

An outbound calling software is a cloud-based solution that allows your contact center to make outgoing calls.

P

Power Dialer

A power dialer increases efficiency by saving time for agents to focus on their calls and filling out any required paperwork after the call…

Q

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

R

RCS Messaging

RCS messaging standardizes messaging features and makes them available within a single, universal application.

S

Sentiment Analysis

Sentiment analysis uses machine learning algorithms to automatically gauge conversations for their sentiment.

Sentiment Score

Sentiment scores are a metric for measuring customer sentiment. Sentiment scores can range from 0-100, where 100 is the most positive possible outcome and 0 is the least.

Support Ticket System

A support ticket system is a software solution that helps customer support agents manage support requests effectively.

T

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

U

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

V

Virtual Agent

AI virtual agents, also known as an Intelligent Virtual Agent, are software that utilizes a set of rules and Artificial Intelligence (AI).

VoIP Phone Service

VoIP phone services use special software to compress voice signals, convert them into digital form, and then send them over the internet. 

W

Workforce Engagement Management

Workforce Engagement Management is part of workforce optimization, or WFO. Workforce management software in the contact center is a combination of tools, strategies, and principles that help teams work more effectively while measuring progress.

X

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

Y

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

Z

No Results Found

The page you requested could not be found. Try refining your search, or use the navigation above to locate the post.

Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.

Frictionless Agent & Customer Experiences

Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.

Learn More

One Unified Platform

All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

Learn More

Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

Learn More

Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

Learn More

Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.

Learn More

A Partnership You Can Trust

LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.

Learn More

Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.