Glossary

IVR/Attendant. An Attendant is an incoming call director. A caller calls your call center and listens to a series of prompts, answering the ones that reflect their desire (reason for call). Usually, these calls are routed to a person in the organization, to a group, or to an application. The functionality is available for other media types, as well: chat, email, SMS/Text. Any media that supports interactivity can interact with an Attendant.

Customer Self Service, Empower your callers to help themselves. The opportunities here are varied, Callers may transact financial actions. They may modify some of their personal records or profiles. Callers could establish an alarm to receive a reminder to complete some tasks with your firm. The actions are only as limited as the access you chose to give your callers. They may review an order status. They could make modifications to their personal profile. 

Call routing (Round Robin, Ordered Agents, Ordered Agents maintaining place, ACD, Weighted ACD), Work Force Management (WFM), Workforce Engagement Management (WEM), Agent Training, Outbound Campaigns (Collections, Marketing, Resource Utilization, Appointment reminders, personal reminders), and system expansion. How are interactions routed? The business defines the need. We help you convert that need into configuration.

Workforce Management or Workforce Engagement Management. Working with your employees, either through scheduling (WFM) and/or through a more holistic employee management experience including breaks, vacations, training, and/or shift swaps.