Glossary - Phonely

Glossary

Glossary of Terms

Welcome to the Glossary! Here is a list of key terms related to AI Calling, Voice AI, AI Assistants and Contact Centers

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After Call Work (ACW)

AI Receptionist

Automatic Call Distribution (ACD)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Analytics

Call Center Agent Turnover

Computer Telephony Integration (CTI)

Conversational AI

Customer Effort Score (CES)

Customer Satisfaction (CSAT)

First Response Time (FRT)

Natural Language Processing (NLP)

Net Promoter Score (NPS)

Omnichannel Support

Service Level Agreement (SLA)

Speech Analytics

Workforce Engagement Management (WEM)

Workforce Management (WFM)

Copyright Phonely 2024. All rights reserved.

Copyright Phonely 2024. All rights reserved.