AHT (Average Handle Time)
The average time taken by an agent to handle a customer interaction from start to finish.
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Showing 1–10 of 10 terms
AI Voice Agent
An AI-powered virtual assistant that handles calls, understands intent, and responds naturally to automate customer conversations.
API (Application Programming Interface)
A set of rules and protocols that allows different software applications to communicate and exchange data.
Conversational AI
AI technologies that enable natural, human-like conversations between users and systems through voice or text.
CPaaS (Communication Platform as a Service)
Cloud-based platform that enables businesses to integrate communication capabilities like voice, SMS, and chat into their applications.
CSAT (Customer Satisfaction Score)
A metric used to measure how satisfied customers are with a product, service, or interaction.
IVR (Interactive Voice Response)
An automated phone system that interacts with callers, gathers information, and routes calls without human intervention.
Omnichannel
A strategy that provides a seamless and consistent customer experience across all communication channels.
SLA (Service Level Agreement)
A formal agreement that defines the level of service expected from a provider, including uptime, response time, and support.
Webhooks
Real-time notifications sent from an application to another application when a specific event occurs.
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