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Contact Center Terminology – Abbreviations & Key Terms Explained!

Babelforce

NOVEMBER 30, 2022

Analytics used in this way by call centers can include KPIs gathered by the software used by call center agents to make/manage calls, and even predictive analytics model customer behaviour to anticipate contact spikes. Application Programming Interface (API). An API is an application programming interface. Automatic callback.

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What is Computer Telephony Integration CTI for Contact Centers?

NobelBiz

APRIL 21, 2022

When you link CTI to CRM tools, your contact center can use it to efficiently manage high-volume calls while monitoring all communication operations via CTI integration. Call origin: Automatic callback and directory sharing are additional features of the CTI system. CTI server: A communication system that includes a CTI API.

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