The contact center glossary defines the most common vocabulary, measurements, metrics, and phrases related to call center software and the field of customer experience.

Dashboard – graphical user interface that shows statistics and information about certain progress or performance. 

Database – collection of organized data and information that is stored and accessed electronically. 

Debt collection – process of collecting and pursuing payments of debts.

Direct Inward Dialing (DID) – also known as direct dial-in is a telecommunication service offered by telephone companies and it allows your business to assign personal virtual numbers to each employee. 

Document Management System (DMS) – automated software that is used to secure, approve, digitize, store, manage, track, and receive documents.

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