A truly new beginning Altitude Software becomes part of Enghouse Systems family!

A

  • ACD

    - Automatic Call Distributor. The ACD is a telephone system used in inbound contact centers. It automatically answers, queues, and distributes calls to agents, plays announcements to contacts, and provides real-time and historical reports on all related activities. See more

  • Agent

    - Agent is the person that handles contact center interactions, such as calls, emails, Facebook or Twitter posts. Agents can be human or automated. Human agents can work at the contact center or remotely. Automated agents are IVR and routing agents that interact with the customer automatically, often times using AI.

  • Agent desktop

    - Agent desktop is an  application used by contact center agents to handle interactions with customers and that provides a single place to work. Altitude Unified Agent Desktop integrates data from multiple applications into one single screen and enables agents to successfully engage with your customers. See more

  • ASR -Automatic Speech Recognition

    - Computer recognition of a language spoken by a human. The computer recognizes, in real time, all words spoken by any person, enabling the person to interact with an IVR using only speech. See more

  • Asynchronous Messages

    - Messaging platform where agents and customers engage in an open-ended conversation, that is, a conversation that spans over time and can be resumed later. It is a continuous conversation that spans over time while keeping context See more

  • Auto dialer

    - An auto dialer is a dialer software for outbound campaign dialing process that dials phone numbers automatically, connecting only answered calls to agents. It highly increases agent performance by eliminating the time spent dialing phone numbers. The auto dialer may has several types  of dialing modes (power, preview, progressive, and predictive) that businesses can use depending on the need. See more

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B

  • Big Data

    - Sets of large volumes of data, that companies can use to get valuable insights on how to increase customer engagement, optimize operations, and find new sources of revenue. Big data is a set of unstructured information that needs to be analyzed before being used to drive strategic business decisions. See more

  • Blended campaigns

    - Blended campaigns handle inbound and outbound interactions simultaneously, be it to meet specific business needs or, for example, to balance the workload of the contact center. Agents handle inbound and outbound interactions seamlessly, in a single interface without need to switch between queues.

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C

  • Call barging

    - Allows contact center supervisors to enter a conversation already occurring between an agent and a customer to, for example, help the agent handle the customer query.

  • Call center

    - Call center is the department of a company that handles calls to and from customers. Call centers handle inbound calls, outbound calls, and use the phone as the main communication channel between a company and its customers. See more

  • Campaign

    - Operation defined at the contact center to achieve a business objective, such as providing customer service or selling a product.

  • CCaaS - Contact Center As A Service

    - CCaaS enables companies with a state-of-the-art technology without making a huge investment in the contact center infrastructure. That is, they only pay for the software they need during the time they use it See more

  • CIM - Customer Interaction Management

    - Customer interaction management  is a software application that handles and manages all interactions, regardless of channel, between a customer and a company.

  • Contact

    - Contact is the person with whom the contact center does business in the context of a campaign.

  • Contact center

    - A contact center (also referred to as a call center) manages all customer contacts with a company. It handles all type of customer contact points, such as calls, emails, social media, website inquiries and chats, and keeps all information related to each contact/customer. See more

  • Contact center cloud

    - A cloud based contact center is a contact center that is stored in the cloud, rather than hosted on-site. This solution frees you from infrastructure and network ties.You get only the services you need and leave everything else to the solution´s provider. See more

  • Contact center hosted

    - Hosted contact center solution enables you to manage the daily operations of the contact center, with all available technical and operational options, but leave the infrastructure management up to a host.

  • Contact center on premise

    - Contact center on premise means that the contact center infrastructure is hosted on-site. It gives you full control of the whole system (software and hardware).

  • Cross sell

    - Cross sell is a business strategy that aims to sell an additional product or a service to an already existing customer. For example, if a customer purchased a smart phone, you may reach the same customer to sell an insurance plan for it.

  • CTI - Computer Telephony Integration

    - CTI integrates computers and telephone systems. This allows agents to perform all call-related tasks directly from their desktop. CTI software enables agents to use the features of a phone system with the information stored in a computer system. See more

  • Customer journey

    - Customer journey refers to the different stages customers go through in their relationship with a company. A complete analysis of the customer experience at each individual touchpoint with a company enables to pinpoint improvements and provide your customers with a memorable experience.

  • CX- Customer experience

    - Customer experience is the perception of a customer with the products and services of a company. The customer experience details the feelings of the customer journey with the company. A successful customer experience drives customer satisfaction, loyalty, and advocacy.

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D

  • Data mining

    - Data mining turns raw data into useful information. It analyzes data from different perspectives, finds relationships between it, and summarizes everything enabling businesses to increase revenue and cut costs.

  • DNCL – Do Not Call List

    - DNCL - Do Not Call List contains phone numbers of people that do not want to be called for telemarketing purposes. Contact centers must ensure that the numbers that are going to be dialed are not part of any DNCL, or they might be subject to fines.

  • DNIS - Dialed Number Identification Service

    - Informs companies about the phone number dialed by the customer. For example, a financial institution that sells credit cards may have a number for VISA and a different one for American Express. Knowing the number dialed by the customer allows them to route the customer to the right credit card service.

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E

  • Employee experience

    - The level of commitment and engagement of contact center agents to create custom, authentic, successful  and unforgettable experiences to the customers of the companies they're working for.

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F

  • FCR - First Call Resolution

    - First Call Resolution or First Contact Resolution.  Contact center performance indicator that shows whether the need of the customer was solved right at the first call or interaction or if it needed more follow up actions.

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G

  • GUI - Graphical User Interface

    - Graphical user interface refers to an application interface that uses the capabilities of  computer graphics to simplify the use of programs. It hides complexity from the end users allowing them to start using applications with little or no training.

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H

  • Handling time

    - Handling time is a contact center performance indicator related to the total time spent with an interactions. It spans from the time agents receive the interaction until finishing the related administrative work.

  • Help desk

    - Help desk is the department of the company that gives customers assistance and support on the company’s products or services. Typically, a help desk service troubleshoots and answers questions about technical products, such as electronic equipment, computers, software, and others.

  • Home agents

    - Home agents work out of their own home instead of the contact center. Home agents are bound to the same security, technology, compliance, management, etc as their fellow agents at the contact center.

  • Hosted contact center

    - A hosted contact center  has the contact center software  installed or hosted by an off-site service and 3rd party provider's system. An hosted contact center reduces  Total Cost of Ownership (TCO) and maintenance costs.  

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I

  • Inbound campaigns

    - Inbound campaigns allow to receive interactions from customers. Interactions can be calls, emails, chats, social media, and others. Examples of inbound campaigns are customer service campaigns. See more

  • Intelligent routing

    - Intelligent routing strategy that delivers an interaction to the most appropriate agent to handle it. Altitude Router takes into account the priority, agent skills, and other indicators before the delivery. It greatly saves agent´s working time, increases first contact resolution (FCR) rates, and improves customer experience.

  • Interaction blending

    - Interaction blending mixes inbound and outbound interactions, such as calls, emails, twits, and others into a unified queue. Interactions are delivered to an agent according to several parameters, such as priority, agent skills, media type, and so on.

  • IVR

    - Interactive Voice Response - IVR  is a call center technology system that enables automated agents to interact with a human contact through the use of voice, DTMF tones using a keypad, and others. It allows the call center to efficiently help customers whether through self-service or by routing them to the most appropriate agent. See more

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K

  • Knowledge base

    - Knowledge base is an integrated and centralized repository of information that allows agents to provide quick, accurate, and consistent information to customers. Knowledge base contents can be reused according to the specific needs of the campaigns. Altitude Agent Desktop has an integrated knowledge base to ease agent’s work and improve customer service. See more

  • KPI - Key Performance Indicator

    - A KPI is a measurable value that shows whether the company is achieving key business objectives. KPIs may focus on the overall performance of the company or in specific departments, such as the call center.

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L

  • Lifetime customer value

    - Lifetime customer value is the estimate of the average revenue that a customer will generate to a business during their relationship as a customer.

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M

  • Multichannel

    - Multichannel contact centers give their customer the option to choose the media type that suits them better at a given time. The contact center is able to provide the same level of service regardless of the channel.

  • Multimedia

    - Integration of several forms of media at the contact center.  Multimedia offers a variety of channels, reaching from the traditional phone, to self-service apps and IVR up to social media and blogging into a single view, to provide the best customer experience.

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N

  • NPS

    - NPS - Net Promoter Score is a performance indicator of growth used to assess the customer´s loyalty to a company. There are two types of NPS: transactional and relationship. Transactional NPS happens immediately after the interaction occurs and is used to assess that specific interaction. Relationship NPS happens in intervals to assess the quality of the relationship customer-company.

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O

  • Omnichannel

    - Omnichannel is the capacity to combine all the customer interaction channels to provide a unified, coherent and consistent customer experience, regardless of media type, to improve customer engagement and loyalty.

  • Omnichannel customer journey

    - An omnichannel customer journey gathers all communication gathers all touchpoints between a customer and t a company and unifies them to provide a single and consistent customer experience.

  • Outbound campaigns

    - Outbound campaigns start the interaction with contacts from a contact list. For example, a telemarketing campaign calls people and/or sends emails to sell a product.

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P

  • Pacing mode

    - The pacing mode defines the outbound calls strategy. The pacing mode has different options such as Preview dial, Power dial (also referred to as Progressive dial), and Predictive dial. Altitude Dialer combines all the pacing modes to help you improve dialing results. See more

  • Power dial

    - Power dial is a dialing mode that places calls only when an agent is available to handle the call.

  • Predictive dial

    - Predictive dial is a dialing mode that optimizes the time of agents by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers statistics concerning the duration of calls, how long it takes for calls to be answered, and how often are calls answered. It allows to place several calls per agent, by predicting when agents will be available and expecting some calls to fail.

  • Preview dial

    - Preview dial is a dialing mode that enables agents to first view the available information about the customer and decide when to place the call. In addition to the information about the customer, agents may also view all the history of the customer with the contact center. Only after analyzing the customer information, the call is made.

  • PSTN – Public Switched Telephone Network

    - PSTN refers to telephone networks operated by national telephony carriers, that provide infrastructure and services to enable communication between different telephones.

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Q

  • Queue

    - Queue is the line of interactions waiting to be handled by the contact center agents. Interactions go out of the queue according to several parameters, such as the interaction channel, the priority of the interaction or the availability of the agents.

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R

  • Responsive contact center

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    A responsive contact center focuses on the customer and the customer’s experience by allowing each individual customer to define their own journey. It provides anytime, anywhere response to all customer needs, that is, enables customers to get in touch with the contact center using the channel of their choice at the time of their choice. See more

  • ROI - Return On Investment

    - ROI is a performance metric that measures the return of an investment against the investment’s cost. It helps to access the profitability of an investment See more

  • RONA - Redirect On No Answer

    - RONA prevents calls from ringing at agent workstations until the contact gives up waiting and hangs up. Calls can be redirected to either another agent or another campaign.

  • Routing

    - Routing is a process in a network that takes the interaction from one point (when it arrives at the contact center) to a final destination (when it is delivered to an agent), taking into account distribution mechanisms, contact center policies, and so on. See more

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S

  • Script

    - Script guides agents through an interaction with the customer. Scripts pop up at the agent workstation and provide a screen flow that tells agents what to say at the different stages of the interaction. Scripts reduce interaction handling time, increase sales conversion and customer satisfaction rates.

  • Skill profile

    - Skill profile is a set of agent skills. Agents have a combination of skills, that is, specific subjects where they are experts. Each set of skills is grouped in skill profiles according to the skills required by the interactions. Each skill profile contains only the skills requested by each type of interaction.

  • Skills based routing

    - Skills based routing is a routing option that matches the needs of each customer to the agent that is best prepared to handle those needs. It ensures that the interaction is handled by the most appropriate agent to improve FRC (First Call Resolution) rates and customer satisfaction.

  • Softphone

    - A softphone is a telephone application that makes calls over the internet. It works on several devices, form workstations to laptops and mobile phones allowing the user to make and receive phone calls without a physical phone set.

  • Supervisor

    - Person responsible for a group of agents in the contact center and the performance of the campaigns. Supervisors to manage and monitor multimedia contact center operations, performance, and the outcome of activities in real time.

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T

  • Talk time

    - Talk time is a performance indicator that shows for how long an agent was talking to a customer. It starts when the agent says “hello” and ends at “goodbye”.

  • TCP/IP

    - Communication language for all computers on the Internet. It enables communication within all computers by defining how to package, send, and receive data.

  • Trunk Line

    - Phone line on a telephone network. Trunk lines are routed through a telephone network to provide voice and data transfers between two different parties.

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U

  • Unified Queue

    - Gathers all interactions, regardless of media type, origin, and others into a single line. Delivers the interactions to agents according to defined policies, such as priority or skills.

  • Upsell

    - Business strategy that aims to sell a more expensive model of the product or service to already existing customers. For example, offer the newest model of a smart phone to customers that already have that brand of phone.

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V

  • Virtual Contact Center

    - Supports contact center agents dispersed through several geographical locations, instead of a single location, and enables them to provide the same service as if they were at the same contact center physical location.

  • VoIP - Voice Over Internet Protocol

    - Handles phone calls through an internet connection instead of analog telephone lines. VoIP service providers usually offer much lower rates than traditional phone companies.

  • VPN – Virtual Private Network

    - Enables users to create a secure connection to a private network through a public one, such as the internet. A VPN can securely connect multiple sites that are physically dispersed.

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W

  • Workflow

    - A workflow process connects the contact center with all the departments of a company. Introducing workflow in a contact center allows to unify all customer activities across all departments and avoid loose and dead ends.

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