NUSO Glossary

SIP (Session Initiation Protocol) Trunking is a digital version of a traditional phone line. With SIP Trunking, you can connect multiple lines to your traditional phone system via the internet.

SMS stands for Short Message Service. SMS Texting is a messaging solution for mobile phones. Can be used by businesses to communicate directly to customers.

Scheduled callbacks are optional features for business phone systems that provide incoming callers an opportunity to schedule a return call during peak business times.

A tool used to evaluate and display key performance metrics, often in a visual format, to track progress, performance, and goal achievement in various call center activities.

Screen pop refers to the automatic display of relevant customer information on an agent's computer screen when an incoming call is received.

This Collaboration feature allows a person from a different location to view another’s computer screen in real-time. This feature is useful for sharing presentations, videos, or files across different locations.

Adherence to federal standards ensuring that electronic and information technology is accessible to individuals with disabilities, as mandated by Section 508 of the Rehabilitation Act.

Sentiment analysis is a type of natural language processing that uses algorithms to determine the tone and emotion expressed in text, such as social media posts, customer reviews, or call center transcripts.

Tools and resources provided by a company that allow customers to independently resolve issues and find information without needing to contact a live agent, enhancing convenience and efficiency.

A server refers to a computer or system that provides resources and services to other computers or systems over a network.

A call center feature that directs incoming calls to the most appropriate agent based on their specific skills and expertise, ensuring efficient and effective customer service.

A softphone acts like your standard office desktop phone. With software running on your computer or smartphone, your device performs similar functions of a normal office phone. Softphones allow you to place and receive calls from your computer or smartphone using an Internet or data connection. Softphones can act as a replacement for office desk phones.

Software as a Service (SaaS) refers to a software delivery model where a third-party provider hosts and manages software applications and makes them available to customers over the internet.

Speech analytics is the process of using software and technology to analyze and extract insights from recorded speech in order to improve customer service, compliance and quality assurance.

A cybersecurity program modeled after FedRAMP, providing a standardized approach to security assessment, authorization, and continuous monitoring for state and local government cloud services.

A catalog of cloud products and services that have been assessed and approved for use by state and local governments, meeting the security standards set by the StateRAMP program.

Real-time monitoring tools for call center supervisors, providing insights into agent performance, call metrics, and overall operational efficiency to enhance management and decision-making.

A method of collecting feedback, opinions, or data from a group of respondents, typically through structured questions, to gather insights and inform decision-making.

The Texas Risk and Authorization Management Program (TX-RAMP) establishes a standardized approach for assessing and authorizing cloud services used by Texas state agencies, ensuring compliance with state-specific security requirements.

Talk time refers to the amount of time that a call center agent spends on the phone with customers.

Text-to-Speech (TTS) is a technology that uses software to convert text into spoken words, allowing computers to read out text in a natural-sounding voice.

A VoIP Phone feature allowing you to create an intuitive flow for your call routing based on business hours, holidays, etc. For example, a banking business has two different call scripts depending if someone calls during business hours or after hours.

Touchpoint refers to any point of interaction between a customer and an organization, such as a phone call, an email, or a social media post.

A trunk refers to a communication channel that connects a telephone system to the PSTN (Public Switched Telephone Network), allowing users to make and receive calls to and from the outside world.

Also known as Hosted PBX/VoIP and Cloud UC. UCaaS is an all-in-one solution that includes Voice, Mobility, Messaging, Presence, Conferencing, and Collaboration. UCaaS does not require any physical equipment.

Uniform Resource Locator

T-Metrics' visually impaired operator console uses TTS guidance and other enhancing technologies to assist persons with low vision and complete loss of sight with processing operator phone calls including enhanced lookups and searches.

VXML stands for "Voice Extensible Markup Language" and it is a markup language used to create voice-based applications, such as voice portals, voice-enabled IVR systems, and voice-enabled mobile applications.

An online program where users host live meetings through video to collaborate on projects. Users can also share screens and files during the conference. Participants call in with their phones and/or use video software to join the meeting. Also known as web or online meetings/conferencing.

Virtual Agent is a computer-controlled virtual representative that can interact with customers in a conversational manner.

Virtual Call Center is a contact center that allows agents to work from remote locations, using internet-based technologies to handle customer interactions.

Virtual Contact Center is a cloud-based contact center solution that enables businesses to manage customer interactions through a variety of channels, such as phone, email, and social media.

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

VoIP stands for "Voice over Internet Protocol" and it refers to the technology that enables phone calls to be made over the internet.

Voice Authentication is a method of verifying a person's identity using their voice.

Voice Platform is a software or service that enables the development, deployment, and management of voice-enabled applications.

Voice Print is a biometric measurement of an individual's unique voice pattern, used for identification and authentication purposes.

Voice Response Unit (VRU) is an automated system that uses pre-recorded or computer-generated speech to interact with customers over the phone, providing information and completing tasks such as account balance inquiries or bill payments.

Voice of Customer (VOC) is a term used to describe the feedback and opinions of customers about a company's products or services.

Workflow Management is the process of designing, implementing, and monitoring the flow of work within an organization to ensure efficiency and productivity.

Workforce Engagement refers to the level of involvement and commitment of an organization's employees towards their work and the organization.

Workforce Engagement Management (WEM) is the process of managing and improving employee engagement to enhance productivity and employee satisfaction.

Workforce Management is the process of planning, scheduling, and managing the workforce to ensure that the right number of employees with the right skills are in the right place at the right time.

Workforce Optimization (WFO) is the process of using technology and data analysis to improve the efficiency and effectiveness of an organization's workforce.

Workforce Planning is the process of forecasting and allocating the workforce to meet the future needs of an organization.

Workload Management is the process of managing the amount and type of work that employees are expected to complete within a specific time frame to ensure that the workload is balanced and manageable.