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
