Remove APIs Remove Business Process Outsourcing Remove CRM Remove First call resolution
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Contact Center Acronyms: What They Mean & When to Use Them

InGenius

Automatic Number Identification (ANI) lets agents see the incoming call number as basic caller ID. API - Application Programming Interface. An application programming interface (API) is a software "go-between" that acts like a behind the scenes guide to make it easier to connect two applications. FCR - First Call Resolution.

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Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations).