Glossary of Terms

Here's a guide to both established and new terms in the areas of customer experience, workforce optimisation and contact centre solutions.

What is ACD (Automated Call Distribution)?

An automated call distributor (ACD) is used to route incoming inquiries (e.g., calls and chats) to the appropriate agent. The system helps to make contact centres more efficient by using a set of rules to determine which available representative is best qualified to take the call. Learn more...

What is Agent Engagement?

Historically, enterprises have walked a difficult line when using workforce optimisation tools to keep down labor costs while trying to improve the customer experience, believing one had to be sacrificed to improve the other. Aspect has broken the mold on that antiquated thinking by introducing technologies that give agents a much more engaging work environment, and that manifests itself in better agent performance, lower turnover and ultimately lower cost while improving the customer experience. Learn more...

What are Communications-Enabled Business Processes (CEBP)?

Communications-enabled business processes (CEBP) is an industry term for processes within workflows that leverage an automated communications channel to perform a specific task with increased efficiency.  CEBP can describe a variety of methods for embedding automated communications into existing business processes, often leveraging telecom APIs or SDKs to deliver services such as outbound phone calls, SMS messages, or interactive voice response (IVR). Learn more...

What is First Call Resolution (aka First Contact Resolution)?

First call resolution (FCR), now often called "first contact resolution" expanded to reflect the potential for the use of additional channels (e.g, chat) to reach a contact centre, is commonly used as a key perfomance indicator of contact centre effectiveness. FCR measures the ability of the contact centre to resolve the incoming inquiry on the first attempt. Learn more...

What is IVR - Interactive Voice Response?

Historically, interactive voice response (IVR) solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition. Learn more...

What is IVR VUI Design?

Aspect Professional Services offers a full suite of Voice User Interface (VUI) design services to ensure the success of your Interactive Voice Response applications. If you’re building a new application, investing time up front to develop a top-notch VUI will save you engineering time and production costs, and avoid the need to rework your application for VUI optimisation later. Learn more...

What Are Location Based Services (LBS)?

Aspect Location-Based Services (LBS) enable businesses of all types and sizes to enhance the customer experience by integrating real-time location intelligence with IVR, SMS and mobile web applications. With more than 350 million mobile devices in the United States, LBS offers a cost effective way to streamline and simplify automated phone access to information, engage mobile customers, reduce costs and earn loyalty. Learn more...

What is Omni-Channel Customer Service Experience?

Customers now expect to receive service from your organisation on the channel of their choice, which might be voice, email, SMS/text, web, mobile or social media. Companies are beginning to provide service on all of these channels – but too often, those channels may exist in silos. This multi-channel service can be taken to the next level with an omni-channel solution that integrates channels to provide a consistent customer experience. Learn more...

What is PCI-DSS?

The Payment Card Industry Data Security Standard (PCI-DSS) is a proprietary standard designed by the Payment Card Industry Security Standards Council to control payment card data and reduce incidents of credit card theft. Sensitive data can include not just credit card numbers, but also expiration dates and CVV numbers, customer names and addresses, PIN codes, account numbers and other data related to financial transactions. Learn more...

What is Predictive Dialer?

Predictive dialers make an outbound contact centre more efficient by automating the process of placing outbound calls. The dialer algorithmically predicts when agents will be available and how long it takes calls to be answered, and adjusts the dialing rate. Agents get more live connections, increasing productivity. Learn more...

What is Quality Management?

Quality management in the contact centre involves measuring the performance of individual agents in terms of key performance indicators (KPIs), as well as the overall performance of the contact centre in achieving its business objectives, which may include achievement of first-call resolution, post-call measures of customer satisfaction, leads generated or other measures of performance. Learn more...

What is Skills-Based Routing?

Skills-based routing is a technique used to get customers to the right agent to address their query. While simple automatic call distributor (ACD) systems might route calls to the next available agent irrespective of that agent’s expertise, skills- based routing allows contact centres to designate agents as specialists in certain products or issues. Learn more...

What is a Virtual Call Centre?

The term "virtual call centre" is often used to describe a cloud-based contact centre deployment that requires no specialised hardware and allows supervisors and agents to be geographically dispersed - often, including work-at-home agents. With web-based agent and supervisor desktops and softphone technology, a computer and Internet connection are all your contact centre team needs. Learn more...

What is Voice Biometrics?

With the continued rise of identity theft and also the desire by companies to securely help customers access information as rapidly as possible, “voice biometrics” has emerged as a way to answer these challenges and secure customer data. Voice biometrics can be used alone to provide a convenient method of authentication or as part of a two-factor authentication process, combined with something the customer “knows” (like a password or PIN) or “has” (like a caller ID or ANI value, or credit card) to provide an extra layer of security for sensitive information and financial transactions. Learn more...

What is WebRTC?

WebRTC is a communications standard developed by the W3C in close cooperation with the RTCWeb standard developed by the IETF. RTCWeb functions at a lower protocol layer; WebRTC enables the embedding of this functionality in applications and websites. Learn more...

What is Workforce Management?

Workforce management software simplifies the task of ensuring a contact centre has the right people available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels. Learn more...

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