Contact Center Terminology 2019 That You Need To Know

Dialer 360

Automatic Callback: When a caller gets a engage tone, features in the telephone system instructs the system. Automatic Call Distributor (ACD): This is a system which routes incoming calls to the sufficient call center reps. Before that, the dialer automatically places the call.

A To Z Call Center Terminologies: Everyone Should Have Aware Of !

Dialer 360

Automatic Callback. Automatic Call Distributor (ACD). Automatic Speech Recognition (ASR). It is an automatic dialing technique. This is shows in the display dialer before the automatic dialer places the call.

Computer Telephony Integration: 8 Ways It Benefits Customer Support


For instance, you can integrate a CRM program with a business phone system. Likewise, an account of the call will be stored in the customer’s CRM file, for your team’s future reference. What is Computer Telephony Integration?