Contact centre glossary

Agent Desktop – An agent desktop is the unified software application that agents use to manage customer interactions across multiple communication channels.

CCaaS – CCaaS, or Contact Centre as a Service, is a cloud-based platform that provides all the tools a modern contact centre needs via a subscription model.

Customer Communications – Customer communication refers to the exchange of information between a business and its customers. This includes conversations through email, phone calls, live chat, social media, and messaging apps.

Customer engagement – Customer engagement refers to the ongoing interaction between a business and its customers across every channel, at every stage of the customer journey.

Customer Experience Metrics – Customer experience metrics are measurable indicators that evaluate how people perceive and interact with a business.

CX Analytics – CX analytics, short for customer experience analytics, is the process of collecting, analysing, and interpreting customer data to understand how people interact with a business across touchpoints.

CX Platform – A CX platform is a centralised system used by businesses to manage and improve the entire customer experience. It integrates various tools for communication, support, automation, and analytics into a single platform.

Digital Customer Experience – Digital customer experience (DCX) refers to how customers interact with a business through digital channels and how those interactions shape their overall perception of the brand.

Digital Customer Service – Digital customer service is how organisations handle customer inquiries and support needs through online channels instead of traditional methods like phone calls or in-person visits.

Example Glossary Item – This is an example glossary item

Inbound call – An inbound call is a phone call made by a customer, client, or other external party to a business.

Predictive Dialler – A predictive dialler is a type of automatic dialler that places outbound calls using algorithms to connect agents only when a real person answers.

Test item – A test item is an item that's just there for testing.

Workflow Management – Workflow management refers to the process of defining, organising, and optimising a sequence of tasks within a business to improve consistency, efficiency, and visibility.

Workforce Optimisation – Workforce optimisation (WFO) plays a vital role in improving operational efficiency, employee satisfaction, and service quality across the contact centre.