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

Predictive Dialer – an app that is used to initiate a large number of outbound calls at the same time. It predicts agent availability and transfers any connected contacts to live agents.

Proxy server – gateway between a client requesting a resource and the server providing.

Problem management – process of identifying and managing the causes of incidents and it’s a core component of ITSM. Primary goal of problem management is to prevent incidents from happening.

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