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

Omnichannel contact center – software that handles all inbound and outbound communication across multiple integrated channels. A customer can start communication via email and seamlessly transfer to telephone. Complete customer journey is recorded and shared in a single platform.

Omnichannel customer experience – personalized experience because every interaction with a company is connected and tracked across all channels.

Outbound call center – contact center that makes mostly outbound calls usually for sales purposes.

Outbound IVR – technology that is used to send proactive outbound messages.

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