NUSO Glossary

Co-browse is a technology that allows multiple users to view and interact with the same web page or application simultaneously, in real time. It enables a customer service representative, for example, to remotely view and control a customer's browser while they are on a call, in order to help them navigate the website or complete a task. Co-browse is often used in customer service and support scenarios, as it allows agents to see exactly what the customer is seeing, and to guide them through a process or answer a question. It can also be used for training and collaboration. Co-browse can be integrated into different platforms, such as website, mobile app, and chatbot. It can also be integrated with other technologies, such as CRM and call center software.

Also known as a coder-decoder, codec converts voice (audio) signals into a digital format for transmission, then decompresses the audio signal back for replay.

Allows teams to chat/IM, video call, conference and share screens to ensure instant communication.

Co-browse is a technology that allows multiple users to view and interact with the same web page or application simultaneously, in real time. It enables a customer service representative, for example, to remotely view and control a customer's browser while they are on a call, in order to help them navigate the website or complete a task. Co-browse is often used in customer service and support scenarios, as it allows agents to see exactly what the customer is seeing, and to guide them through a process or answer a question. It can also be used for training and collaboration. Co-browse can be integrated into different platforms, such as website, mobile app, and chatbot. It can also be integrated with other technologies, such as CRM and call center software.

A console is a physical or software-based interface used by operators or agents in a call center to manage communications, monitor calls, and perform administrative tasks.

Consolidated Answering System is a T-Metrics configuration that uses the ACD Agent Module in conjunction with one of our consoles.

Consolidated Operator Answering System is a product that allows operator functionality for multiple physical locations to be centralized in either one location or load balanced across locations.

A contact center is a central point of communication where customers can contact a company to inquire about products or services, or to receive support. Contact centers can handle a wide range of communication channels, such as phone, email, chat, and social media. They are designed to handle a high volume of interactions, and are typically staffed by customer service or support agents. Contact centers can be operated in-house or outsourced to a third-party provider. They can also be operated on-premise or in the cloud.

A contact center agent is a customer service or support representative who works in a contact center. They are responsible for interacting with customers over the phone, email, chat, or other communication channels. Their main tasks include answering customer inquiries, resolving customer complaints and issues, processing orders and transactions, and providing information about products or services. Contact center agents typically work in a fast-paced, high-stress environment, where they are required to handle a high volume of interactions in a short period of time. They are typically trained to handle a wide range of customer inquiries and to use the technology and software tools required to perform their job. Contact center agents require strong communication and customer service skills, as well as the ability to multitask and work well under pressure. They also need to be able to work independently and as part of a team.

Contact Center CRM (Customer Relationship Management) is the process of using technology and data analysis to manage customer interactions and relationships within a contact center. It involves integrating a CRM system with the contact center's phone, email, chat, and other communication channels to manage customer interactions, data, and history in one place. CRM software can provide contact center agents with a single view of the customer, including their contact information, purchase history, support tickets, and previous interactions. This allows agents to provide personalized and efficient service to customers. CRM integration can be done in different ways, such as API integration, plug-ins, and pre-built integrations.

Contact Center Management is the process of overseeing and coordinating the operations of a contact center. It involves managing and motivating staff, implementing and maintaining technology and infrastructure, and ensuring that the contact center is meeting the needs of its customers. Contact center management requires a strong understanding of customer service, technology, and data analysis. It also requires strong leadership and people management skills.

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

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

An ongoing process of regularly evaluating and maintaining the security of a FedRAMP-authorized cloud system to ensure compliance and quickly address new threats and vulnerabilities.

A controller is a device or software application that manages or directs the flow of data, communication, or operations within a system or network.

The ability to create personalized reports tailored to specific business needs, providing detailed insights and analytics based on selected metrics and data points.

A feature that allows customers to request a return call from a call center or service agent, reducing wait times and improving customer satisfaction.

Customer Engagement refers to the level of interaction and involvement a customer has with a company or brand. It can include activities such as purchasing products, attending events, or engaging with content.

Customer Experience (CX) is the overall perception a customer has of a company or brand, taking into account all interactions and touchpoints. It encompasses all aspects of a customer's relationship with a company, from initial awareness to post-sales support.

Customer Experience Management (CEM) is the process of designing and implementing strategies to improve the overall customer experience. This can include activities such as gathering customer feedback, analyzing customer interactions, and implementing changes to improve customer satisfaction.

A Customer Experience Platform is a software or system that helps companies to manage and improve the customer experience. It can include features such as customer feedback collection, analytics, and journey mapping.

Customer Feedback refers to the comments, complaints, and suggestions provided by customers. It is an important source of information for companies looking to improve the customer experience.

Customer Interaction Analytics refers to the analysis of customer interactions, including phone calls, emails, and chats, to gain insights into customer behavior and preferences.

A Customer Journey is the series of experiences a customer has with a company or brand. It can include interactions such as browsing a website, making a purchase, or receiving support.

Customer Journey Management is the process of designing and optimizing the customer journey to improve the overall customer experience.

A Customer Journey Map is a visual representation of the customer journey, including all touchpoints and interactions.

Customer Journey Optimization is the process of improving the customer journey by identifying and addressing pain points and opportunities for improvement.

Customer Satisfaction (CSAT or C-SAT) is a measure of how well a product or service meets a customer's needs and expectations. It is often measured using surveys or other feedback mechanisms.

Customer Service refers to the assistance and support provided to customers by a company or organization. It can include activities such as answering questions, resolving issues, and providing information.

A database is a collection of organized data that can be easily accessed, managed, and updated.

Defense Information Systems Agency is the agency in charge of cyber security infrastructure for the DoD. This ranges from defining the policies for network scans and GPOs, to maintaining the DSN network, to running the JITC lab.

The United States Department of Defense is an executive branch department of the federal government charged with coordinating and supervising all agencies and functions of the government directly related to national security and the United States Armed Forces.

The capability of a solution to be deployed in various environments—on-premises, in the cloud, or in a hybrid setup. For example, our StateRAMP Authorized solution can be implemented on-premises, in the cloud, or in a hybrid environment, seamlessly integrating with your existing phone resources and infrastructure without the need for system replacement.

Dialed Number Identification Service (DNIS) is a telephone service that allows incoming calls to be routed to a specific destination based on the number dialed.

Digi is a shorthand term used to refer to digital systems or tools, often within a technology or contact center environment, referring to digital communication, interactions, or processes.

Direct Inward Dialing (DID) is a telephone service that allows outside callers to directly reach a specific extension within an organization without going through an operator or receptionist.

Domain names are often used to identify services provided through the Internet, such as websites, email services and more.

Dual Tone Multi Frequency (DTMF) is a signaling method used in telephone systems to represent the digits on a telephone keypad.

Enhanced 911, E911 or E-911 is a North American telecommunications system that automatically associates a physical address with the caller’s phone number in order to route the call to the appropriate Public Safety Answering Point (PSAP).

Echo Cancellation is a technique used in telecommunications to reduce or eliminate the echo that occurs in a phone conversation when the speaker's voice is picked up by the microphone on the other end of the line.

Employee engagement refers to the level of commitment and involvement an employee has towards their organization and its goals.

Enterprise Relationship Management (ERM) refers to the strategies, processes, and systems used by an organization to manage its interactions and relationships with customers, clients, and other stakeholders

An FOC (Firm Order Commitment) is a confirmation from a current service provider that a Service Order to port a telephone number will be fulfilled, stating the date that the current carrier will comply with the request stated in the Service Order. The date of FOC is when a telephone number should transfer (port) between one provider and another.

The Federal Risk and Authorization Management Program (FedRAMP) is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services.

This feature rings multiple phones, including your desk phone and cell phone, regardless of where you are.

A part of a computer system or network which is designed to block unauthorized access while permitting outward communication.

First Contact Resolution (FCR) refers to the ability of an organization to resolve a customer's issue or inquiry on the first contact, without the need for follow-up interactions.

Geo-Redundancy provides business resiliency against catastrophic events and natural disasters or other situations that might bring a data center down for a period of time. Even when disasters happen, critical applications and data remain available due to a geographically redundant infrastructure.

Grammar XML (GrXML) is a markup language used in speech recognition systems to describe the grammar of a spoken language, including the structure and vocabulary of the language, as well as the rules for recognizing spoken words and phrases.

The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law that requires the creation of national standards to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge.