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

Incident management – process of IT service management (ITSM) and first priority is to restore a normal service operation. It consists of a series of steps taken to identify, analyze and correct hazards and prevent future occurrence. 

Intelligent Voice Response (IVR) – an intelligent automated system technology that allows callers to 

Integrated Experience – experience that includes communication across every channel: phone, chat, email, SMS, social media, video…—use Live to provide agents with a complete history of customer interactions and queries.

ITSM – IT service management

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