NUSO Glossary

5G is a set of standards that replace the LTE network 4G wireless communications standard. An important goal of 5G is to support the growth of wireless communication by enhancing electromagnetic radiation spectrum efficiency for mobile broadband.

A2P messaging (application-to-person messaging), also known as enterprise or business messaging, is a type of MMS and SMS messaging where a text is sent from a software application run by an enterprise to a consumer’s device.

An Automatic Call Distributor is used by call / contact centers to route calls to agents based on skill sets.

ANI stands for "Automatic Number Identification." It is a feature of the telephone system that automatically identifies the telephone number of the calling party. This information can then be used for various purposes, such as routing calls to the correct destination, billing, or providing caller ID information to the called party. ANI is also used in emergency services, allowing emergency responders to quickly identify the location of the caller.

A set of specifications and protocols that help developers build applications. APIs enable communication and data sharing between different operating systems and platforms.

A piece of equipment that converts audio and other data into Internet Protocol (IP) packets that can be transferred over the Internet. ATAs are used to connect a conventional telephone to a Voice over Internet Protocol (VoIP) phone.

Web-based interfaces that allow administrators to manage system settings, user accounts, and access controls, facilitating the efficient oversight and configuration of software applications.

Person who answers calls in a call center. Also called Customer Service Representative (CSR).

Agent coaching refers to the process of providing guidance and training to customer service agents, typically in a call center setting. This can include training on specific products or services, as well as on how to handle difficult customer interactions. Coaching can be done in a variety of forms, such as one-on-one sessions with a supervisor, group training sessions, or through the use of call monitoring and analysis tools. The goal of agent coaching is to improve the performance and effectiveness of customer service agents, and ultimately to provide better service to customers.

Agent occupancy refers to the percentage of time that a customer service agent is handling customer interactions. This can include phone calls, emails, or live chats. High agent occupancy is generally considered to be a good thing, as it means that agents are productive and busy handling customer interactions. Low agent occupancy, on the other hand, may indicate that agents are not being utilized effectively, or that there are not enough agents to handle the volume of customer interactions. Agent occupancy is often used as a metric to measure the performance of a call center or customer service team, and to identify areas where improvements can be made.

Also known as POTS (Plain Old Telephone Service) uses electric signals carried across copper wires.

The Defense Information Systems Agency maintains the DOD Information Network (DODIN) Approved Products List (APL) process, as outlined in DOD Instruction 8100.04 on behalf of the Department of Defense. This process provides a single, consolidated list of products that have met cybersecurity and interoperation certification requirements.

An Authorization to Operate (ATO) is a formal declaration by a Designated Approving Authority (DAA) that authorizes operation of a Business Product and explicitly accepts the risk to agency operations.

Auto-attendants may also be referred to as Interactive voice response (IVR). An automated phone feature that greets callers and routes them directly to employees or departments. A common example is “Thank you for calling NUSO. For customer service, press #1. For a quote, press #2. To speak directly to your agent, press #3”. Also known as a virtual receptionist.

An auto dialer is a software or system that automatically dials telephone numbers in a predefined list or database. It can be used for a variety of purposes, such as telemarketing, political campaigns, customer service, and appointment reminders. Auto dialers can also be programmed to play pre-recorded messages or transfer calls to a live agent. Some advanced auto dialers also have features like call disposition, call recording, and call analytics.

An Automatic Call Distributor (ACD) is a telecommunication system that automatically routes incoming calls to the next available agent or representative. This is typically used in call centers, where a large volume of calls are received and need to be handled efficiently. The ACD system can be programmed with different rules and logic to determine how calls are distributed, such as by skill level, language, or priority. ACD systems can also provide callers with options, such as pressing a button to be connected with a specific department or agent. Some advanced ACD systems also have features like call monitoring, call recording, and call analytics.

Automatic Callback is a feature that allows a caller to request a call back from a busy agent or a call center. When the agent becomes available or when the call center's wait time decreases, the system will automatically call back the customer who requested the callback. The customer does not have to wait on hold or redial the number. This feature is helpful for customers who do not want to wait on hold and for call centers to reduce abandon rates. It also allows call centers to manage their resources more effectively and efficiently. Some advanced automatic call back systems also have features like scheduling the call back time, giving the option to the customer to choose the time of their preference.

Average Handling Time (AHT) is a metric used in call centers and other customer service environments to measure the average amount of time it takes for an agent to handle a customer interaction from start to finish. This includes the time spent on the call, as well as any additional time spent on post-call tasks, such as logging the call or entering information into a system. AHT is calculated by dividing the total amount of time spent on all interactions by the number of interactions handled. It is usually used to evaluate the efficiency and productivity of agents and identify areas where improvements can be made. A lower AHT generally indicates that agents are handling interactions more quickly and efficiently, which can lead to improved customer satisfaction and a higher call-handling capacity.

Average Hold Time is a metric used in call centers and other customer service environments to measure the average amount of time a customer spends waiting on hold before their call is answered by an agent. It can also be defined as the average time a customer waits in a queue before being connected to an agent. It is usually used to evaluate the performance of a call center and identify areas where improvements can be made. A lower Average Hold Time generally indicates that customers are spending less time waiting on hold, which can lead to improved customer satisfaction and a better perception of service quality.

BTN stands for Billing Telephone Number and is the number where the subscriber’s account is billed and set up. WTN stands for Working Telephone Number and is normally a subscriber’s secondary line.

BYOC (Bring Your Own Carrier) refers to programs that give you the ability to choose a carrier that best fits your business needs, and in turn, plug them into your unified communications or contact center platforms. BYOC allows you to pay for voice connectivity through one provider while utilizing a different UCaaS platform provider.

Back office management refers to the administrative and operational tasks and activities that support the front-line functions of a business or organization. These tasks are typically non-customer facing and include activities such as accounting, human resources, data management, and logistics. Back office management is responsible for the day-to-day operations of the business and for ensuring that the necessary resources are in place to support front-line activities. The goal of back office management is to make the front-line functions run smoothly and efficiently by providing the necessary support and resources. This can include activities such as managing budgets, tracking inventory, processing payroll, and maintaining the organization's computer systems and networks.

Back office optimization refers to the process of improving the efficiency and effectiveness of the non-customer facing activities and functions of a business or organization. This can include a wide range of activities, such as streamlining processes, automating tasks, and implementing new technologies to improve the speed, accuracy, and quality of back office operations. Back office optimization can help to reduce costs, improve productivity, and increase the overall performance of the organization.

Barge-in is a feature in telecommunication systems that allows a supervisor or a manager to join an ongoing call between an agent and a customer without the need to hang up and call back. This is typically used in call centers and other customer service environments as a way for a manager to monitor or assist an agent during a call. Barge-in can also be used to intervene in a call if a customer is becoming agitated or if the agent is having difficulty handling the call. This feature is helpful for supervisors to train and coach agents, to ensure that calls are handled professionally and efficiently and to improve the overall customer service experience.

A blended agent is a customer service representative who is trained to handle multiple types of interactions, such as phone, email, and chat. This allows the agent to handle a variety of customer inquiries and concerns, rather than being specialized in just one type of communication channel. This can be more efficient for companies, as it allows them to handle multiple types of customer interactions with a single agent.

Business Process Outsourcing (BPO) is the practice of contracting non-core activities to a third-party service provider. These activities can include customer service, data entry, and financial accounting. BPO allows companies to focus on their core competencies while the BPO provider handles non-core activities. This can help companies save money and improve efficiency, as the BPO provider typically has specialized expertise in the outsourced activities. BPO can be done onshore (within the same country) or offshore (outsourced to another country).

A phone feature that shows which other lines in your office are available or busy. This feature informs you which team members are available.

CCaaS (Contact Center as a Service) is a type of cloud-based service that provides companies with the technology and infrastructure needed to operate a contact center. Instead of investing in and maintaining their own contact center technology and infrastructure, companies can subscribe to a CCaaS provider, which delivers the necessary technology and support via the cloud. By using a CCaaS solution, companies can avoid the significant upfront costs of building and maintaining a contact center, and can instead pay a monthly or annual subscription fee for the service. This allows them to scale their contact center up or down as needed, and to access the latest technology and features without having to make large capital investments. CCaaS solutions are ideal for small and medium-sized businesses, as well as larger organizations that want to outsource their contact center operations or do not have the resources to maintain their own contact center infrastructure.

This solution lets developers integrate Voice, SMS Texting, Chat, or other communication channels into applications for businesses.

A CTI server is a computer server that facilitates the integration of computer systems with telephony systems. It acts as a bridge between the two systems, allowing them to communicate and exchange information.

Calabrio is a leading provider of customer engagement and analytics software for contact center. It offers a range of solutions for workforce management, quality management, and speech and text analytics. T-Metrics has partnered with Calabrio to offer a seamless WFM integration that offers forecasting and scheduling.

A call center is a facility that is equipped to handle a high volume of telephone calls. These calls can be inbound (received by the call center) or outbound (made by the call center). Call centers are often used by companies as a customer service channel, with agents handling inquiries and complaints from customers. Call centers can also be used for telemarketing, order taking, and appointment scheduling. Some call centers are operated by the company that owns the product or service, while others are operated by third-party companies that provide call center services to multiple clients.

A call center agent scorecard is a tool used to evaluate the performance of call center agents. It typically includes a set of metrics that are used to measure an agent's productivity, efficiency, and customer service skills. These metrics may include things like call handle time, call abandonment rate, and customer satisfaction scores. The scorecard can be used to identify areas where an agent needs improvement, as well as to recognize and reward high-performing agents. It can be used for quality assurance, training, and performance management purposes.

Call center agent software is a set of tools and applications that are used by call center agents to perform their duties. These tools can include a variety of different functions, such as call management, customer relationship management, and reporting.

Call center agent utilization refers to the percentage of time that an agent is actively handling calls, versus the total amount of time they are logged into the system. It is a measure of how effectively call center agents are being used, and can be used to identify areas where improvements can be made in terms of staffing and scheduling. The utilization rate is calculated by dividing the time spent handling calls by the total time the agent is available to take calls. A high utilization rate is generally considered to be a positive thing, as it means that agents are being used effectively and efficiently. However, if the utilization rate is too high, it can lead to agent burnout and a decrease in the quality of customer service. On the other hand, if the utilization rate is too low, it may indicate that there are not enough calls to keep agents busy, which can be a sign of over-staffing or inefficiency.

Call Center CRM (Customer Relationship Management) is a set of software and tools that allow call center agents to manage interactions with customers. It can be used to store and access customer information, track customer interactions and history, and manage customer data. Call Center CRM software allows agents to access customer information and history during calls, which helps agents to understand customers' needs, preferences, and previous interactions. This allows them to provide more personalized and efficient service. Call Center CRM can also provide managers and supervisors with the ability to track the performance of agents and the overall call center, as well as to identify areas that need improvement. It can also help to automate processes, such as lead management and sales forecasting.

Call center coaching is a process of providing training, feedback, and guidance to call center agents in order to improve their performance and customer service skills. It is typically provided by a supervisor or manager, and may include things like role-playing exercises, one-on-one training sessions, and feedback on calls. The goal of call center coaching is to help agents develop the skills and knowledge they need to effectively handle customer inquiries, resolve issues, and meet performance metrics. It can also help agents to become more confident and comfortable in their roles, which can lead to better customer service and a more positive work environment.

Call center management is the process of overseeing and coordinating the activities of a call center, which includes managing the staff, implementing policies and procedures, and ensuring that the call center is running efficiently and effectively. Call center management also involves working closely with other departments, such as IT, marketing, and customer service, to ensure that the call center is aligned with the overall goals and objectives of the organization. Call center management requires a good understanding of call center operations, customer service, and the latest call center technologies. Strong leadership and communication skills are also important, as well as the ability to handle and resolve conflicts.

Call center reporting refers to the process of collecting, analyzing, and disseminating information about the performance of a call center. The goal of call center reporting is to provide managers and supervisors with the data they need to make informed decisions about how to improve call center performance. This data can be collected through a variety of means, such as call center software, surveys, and manual tracking. Once collected, the data is analyzed and used to create reports, which can be shared with managers, supervisors, and other stakeholders. Call center reporting can be used to identify areas where the call center is performing well, as well as areas that need improvement. For example, if the abandonment rate is high, it may indicate that customers are having to wait too long to speak with an agent. Call center reporting can also be used to identify trends over time and compare performance across different departments or teams.

Call Center Workforce Optimization (WFO) refers to the process of using technology and data analysis to improve the performance and efficiency of a call center. It includes a set of tools and processes that are used to monitor and improve the performance of call center agents, as well as the overall call center operations. WFO is a comprehensive approach to call center management that combines different tools and processes to optimize the performance of the call center. It can be done with software, platforms or services that are specifically designed for call centers and that can integrate with other systems such, as CRM, IVR, and AI.

Call Center Workforce Planning (WFP) is the process of forecasting future call volume and determining the staff and resources needed to meet that volume. It is a critical aspect of call center management, as it helps to ensure that there are enough agents available to handle customer calls, while also managing costs and maximizing productivity. WFP also includes monitoring and adjusting plans as needed, such as identifying patterns of call volume, staff performance, and customer satisfaction. WFP is an ongoing process that requires regular monitoring and adjustments to ensure that the call center has the appropriate number of agents available to meet customer demand, while also managing costs and maximizing productivity.

This feature allows users to “park” a specific call at a temporary extension until another user can pick up the call. The parked caller hears the standard hold music or business announcements while on hold. Call parking is beneficial when an employee is not at their desk.

Virtual queuing holds the callers’ place in line virtually when all other call agents are busy. The callers are answered in the order their call was received. This helps reduce abandoned calls.

This feature records a telephone call and stores it for later playback as an audio file.

A call transfer happens as one person sends a call to a different line. There are two different types of call transfers

The process of capturing and storing audio and video from phone calls and screen activities, typically for quality assurance, training, and compliance purposes.

Chat messages refer to the written communication between two or more people through an instant messaging service or chat application. They can be used for various types of communication, such as personal, business, or customer service interactions. Chat messages can include text, emojis, images, videos and files, and can be sent and received in real-time. They are often used as an alternative to phone calls or emails, as they provide a quick and convenient way for people to communicate. Chat messages can be stored and archived for later reference, and can be searched to find specific information. Some chat applications also provide the ability to make audio and video calls, and share files and documents.

A cloud call center is a type of call center that uses cloud-based technology to operate. Instead of using on-premise hardware and software, a cloud call center relies on cloud-based services to handle the calls and manage the call center operations. Cloud call centers can be provided as a service, known as CCaaS (Contact Center as a Service), where a third-party provider delivers the necessary technology and support via the cloud. This allows companies to outsource their call center operations and avoid the significant upfront costs of building and maintaining a call center.

A Cloud Contact Center is a type of Contact Center that uses cloud-based technology to operate. Instead of using on-premise hardware and software, a cloud contact center relies on cloud-based services to handle customer interactions and manage the contact center operations. Cloud contact centers are often provided as a service, known as CCaaS (Contact Center as a Service), where a third-party provider delivers the necessary technology and support via the cloud. This allows companies to outsource their contact center operations and avoid the significant upfront costs of building and maintaining a contact center.

Also known as Hosted Telephony, Hosted VoIP, or Internet Phone Service. Phone communications delivered through the cloud by a third party host. Cloud telephony replaces conventional telephone systems such as PBX.