Glossary

What is the difference between a call center and a contact center?

The primary objectives of both call and contact centers are the same: to resolve customer queries and sell products.

What is CCaaS?

CCaaS is poised to take the lead over legacy Contact Center Infrastructure, but what actually is it, and what are its key features?

What is IVR?

IVR is a telephony system that allows customers to interact with it before, or instead of, speaking to a human agent.

What is an omni-channel contact center?

If you’ve heard of the term “contact center”, you may have also heard of “multi-channel” or “omni-channel”. But what do these terms mean?

What is a Cloud Contact Center?

Many organizations are choosing to move their customer communications to a cloud contact center model.  But what exactly is a cloud contact center, and how does it differ from an on-premise contact center?