NUSO Glossary

An automated contact center solution designed to facilitate seamless and secure connections between military personnel and their families, enhancing morale by simplifying the process of staying in touch across distances.

A hosted call center refers to a type of call center service that is hosted and managed by a third-party provider, rather than being operated in-house by the organization.

A hosted contact center refers to a type of contact center service that is hosted and managed by a third-party provider, rather than being operated in-house by the organization.

A hosted dialer refers to a type of dialing service that is hosted and managed by a third-party provider, rather than being operated in-house by the organization.

Hosted services refers to the delivery of various IT services, such as software, infrastructure, and platforms, that are managed and provided by a third-party provider, rather than being operated in-house by the organization.

A hunt group directs an incoming call to a specific group of office extensions, allowing any available employee to take that call if another worker is busy.

Hybrid cloud is a mixed computing environment where applications are run using a combination of computing, storage, and services in different environments.

A unique string of characters that identifies each computer using the internet protocol to communicate over a network.

With IP Fax, your documents are digitally converted and sent via the Internet to your email address or by secure online portal. Also known as internet fax or e-fax.

Internet Protocol Version 4 (IPv4) is the fourth revision of the Internet Protocol and a widely used protocol in data communication over different kinds of networks. IPv4 is a connectionless protocol used in packet-switched layer networks, such as Ethernet.

Internet Protocol Version 6 (IPv6) address is a 128-bit alphanumeric value that identifies an endpoint device in an Internet Protocol Version 6 (IPv6) network. IPv6 is the successor to a previous addressing infrastructure, IPv4, which had limitations IPv6 was designed to overcome. This is used by most devices that connect to the internet.

Inbound call center refers to a type of call center that primarily handles incoming calls from customers, as opposed to making outbound calls.

Interactive Voice Response (IVR) is a technology that allows customers to interact with a computerized system using voice inputs and touch-tone keypad selections, in order to perform tasks such as making a payment or accessing information.

A certification indicating that a system or product has been tested and validated by the Joint Interoperability Test Command for its ability to operate effectively and securely within the Department of Defense's communication and information systems.

Journey mapping refers to the process of understanding and documenting the steps that a customer goes through when interacting with an organization in order to identify areas for improvement and create a better customer experience.

Letter of Authorization (LOA) is a legal document in which the executing party makes certain assertions to a service provider about their authorization to switch (port) services and telephone numbers from one provider to another. LOA’s are used to determine whether a gaining carrier or service provider has the authority to move a telephone number from its current provider.

LSR (Local Service Request) is the industry name for the order gaining carriers submit to losing carriers to initiate a port order of a single or multiple telephone numbers.

Also known as number portability and number porting, enables end users to keep their telephone number when switching from one telecommunications service provider to another

Multimedia Messaging Service is a standard way to send messages that include multimedia content to and from a mobile phone over a cellular network. Users and providers may refer to such a message as a picture message or audio file.

Mobile voice refers to the use of mobile devices, such as smartphones and tablets, to make and receive phone calls.

A modern contact center refers to a type of contact center that uses advanced technologies and methodologies to improve customer experience and increase efficiency.

Multi-channel cloud contact center refers to a type of contact center that allows customers to interact with an organization through multiple channels, such as phone, email, chat, and social media, and is hosted and managed on cloud servers.

Music On hold is music that is played while the call is on hold, either in queue or at the agent's phone.

NUSOflex can route around voice service impairment in minutes. NUSOflex provides redundancy on inbound voice calls that traverse the PSTN and are destined for businesses of all sizes.

Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty, calculated by asking customers to rate their likelihood of recommending a company or product to others on a scale of 0-10.

Omnichannel cloud call center refers to a type of call center that allows customers to interact with an organization through multiple channels, such as phone, email, chat, and social media, and is hosted and managed on cloud servers.

Omnichannel cloud contact center refers to a type of contact center that allows customers to interact with an organization through multiple channels, such as phone, email, chat, and social media, and is hosted and managed on cloud servers.

A seamless integration of various communication channels (e.g., email, social media, phone, chat) to provide a consistent and unified customer experience across all platforms.

Omnichannel customer experience refers to providing customers with a seamless and consistent experience across all channels and touchpoints.

Omnichannel customer journey refers to the various touchpoints and interactions that a customer has with an organization across multiple channels.

Omnichannel customer service refers to providing customer service through multiple channels and touchpoints, such as phone, email, chat, and social media, in order to provide customers with a seamless and consistent experience.

Outbound call center refers to a type of call center that primarily makes outbound calls to customers, as opposed to handling incoming calls.

Outbound IVR refers to a type of interactive voice response (IVR) system that makes outbound calls to customers and allows them to interact with the system using voice inputs and touch-tone keypad selections.

Person-to-person (P2P) messaging is generally defined as a two-way (back and forth) messaging conversation between two humans. This could be messages between friends on mobile phones or messages connecting two people.

An on-premise phone system allowing multiple phones to share landlines or SIP Trunks within a private telephone network.

PSTN (Public Switched Telephone Network) is the traditional telephone network that uses copper wires to transmit analog voice signals.

This mostly refers to compliance and means that any company or organization that accepts, transmits, or stores the private data of cardholders is compliant with the various security standards.

A performance management system refers to a set of tools and processes used to evaluate and improve the performance of employees and teams within an organization.

Platform as a service (PaaS) is a cloud computing model where a third-party provider delivers hardware and software tools to users over the internet. Usually, these tools are needed for application development. A PaaS provider hosts the hardware and software on its own infrastructure. As a result, PaaS frees developers from having to install in-house hardware and software to develop or run a new application

Predictive dialing is a type of dialing system used in call centers that automatically dials multiple numbers at once and connects calls to available agents based on the likelihood of reaching a live person on the other end of the line.

Premise-based refers to software or systems that are installed and run on a company's own servers and equipment, rather than in a cloud-based environment. This can offer more control and customization options, but also requires more resources for maintenance and upgrades.

Presence indicates the user’s current availability and status to other users.

A call center feature that prioritizes and routes high-value or urgent calls to the most suitable agents, ensuring prompt and efficient handling of important customer inquiries.

Private Branch Exchange (PBX) is a telephone system used within an organization that switches calls between users on local lines while allowing all users to share a certain number of external phone lines.

A fully dedicated cloud system for a specific business or organization. Government agencies, financial groups, and healthcare organizations use private cloud for its greater control options and security.

Prompt refers to a pre-recorded message or instruction that guides the user through an interactive voice response (IVR) system or other automated system.

Public cloud is a type of cloud computing that delivers computing resources and services over the internet to multiple customers on a shared infrastructure. Public cloud offers a wide range of services, including computing power, storage, and software, which can be easily accessed and scaled on demand. Public cloud services are typically less expensive than private cloud solutions and eliminate the need for a company to build and maintain its own data centers.

Proprietary hardware and software that does not handle incoming calls, but rather monitors agent phone presence. It allows dissimilar switches to be joined together on the same Contact Center system and avoids a site having to buy multiple complete Contact Centers.

Reports Agent refers to a user or an individual who is responsible for generating, analyzing and interpreting data and metrics related to the organization's performance, customer satisfaction, and other key metrics. This role is usually found in a call center or contact center.

A ring group is a group of phone numbers, extensions or physical telephones that ring together, simultaneously, or in a sequence when a main number or extension is dialed. It’s a great way to improve call routing and distribution in different departments in a business.