ACD, Automatic Call Distributor

An ACD, an automatic call distributor is a software system for telephony that answers incoming calls and routes them to a specific agent or department within a company. The system routes the call to the most appropriate agent based on the caller’s needs.

Agent

Person who answers contacts in a contact center. See Customer Service Representative (CSR).

Agent reports

Allows agents to view team statistics as well as their own call log. In Telia ACE, the agent has easy access to their own statistics in ACE Interact or ACE Agent.

API, Application Programming Interface

A set of routines, protocols, and tools for using software applications. Several API:s are available for Telia ACE.

Automatic callback

A calling feature that permits a customer to instruct the system to return their call when an agent becomes available.

Call center

An office in which large numbers of phone calls are handled, especially ones providing the customer services functions of a large organization. Call centers typically provide in- and outbound telephony and a limited number of self-service interactions. Nowadays most customer service functions include multiple channels and are therefore referred to as Contact centers rather than Call centers.

CCaaS, Contact Center as a Service

Contact Center as a Service is a web-based contact center solution offered as a subscription.

Channels

Communication channels. Telia ACE offers calls, campaign calls, voice mail, email, chat, text messages, video and social media.

Chat

A written web-based communication channel. Allows the customer to interact directly online. Telia ACE offers chats and chatbots.

Chatbot

A chatbot is a software that simulates human conversations. They are typically used online on websites to help customers find answers to their questions.

Contact center

A contact center manages in- and outbound customer communications through a variety of channels. Contact centers can handle complex problems as well as simpler tasks often using automation.

CTI, Computer Telephony Integration

Any technology that enables computers to interact with telephones. The integration between computer and telephone allows for functions like:

Screen pop: This allows for information to be shown as soon as an agent answers a contact, for example, by picking up the customer's case number from the email or phone call. This saves time and gives the agent the information needed at the right time.

Dialing: Automatic and computer-controlled dialing. Makes working with campaigns fast, easy and efficient.

Contact routing: Automatic routing of contacts to agents. Telia ACE allows for contact routing based on agents' skills, work level and queue time providing a better customer experience.

Customer journey

The touchpoints and interactions customers or potential customers have with a company.

Dialer

An automated system that places calls from an outbound call center to customers. Mainly used for campaign and telemarketing services.

GUI, Graphical user interface

A system of interactive visual components for computer software used to create a better experience for the customer.

Hardware

The physical components of a computer system.

Interactions

The different ways in which customers engage with your organization.

IVR, Interactive voice response

IVR, Interactive Voice Response, allows allows incoming callers to navigate a phone system before talking to a human operator . IVR can be used with pre-defined options where the caller chooses between set options or dynamic where the caller will describe an errand or ask for an answer.

Knowledge management

The process of creating, sharing, using and managing the knowledge and information of an organization.

Logs

A record of actions that have occurred.

Media blending

Allows customer and agent to send and receive contacts from a variety of media channels, such as telephone, e-mail, chat, and web.

Omnichannel

An omnichannel solution involves all channels and revolves around your customer. Telia ACE provides an omnichannel customer experience that seamlessly connects all touch points no matter the channel.

PBX, Private Branch Exchange

Private Branch Exchange, which is a private telephone network used within a company or organization. The users of the PBX phone system can communicate internally (within their company) and externally (with the outside world), using different communication channels like Voice over IP, ISDN or analog.

SaaS, Software as a Service

A licensing and delivery model in which software is licensed on a subscription basis and made available over the Internet.

Screen pop

A functionality in which a customer information screen automatically "pops" onto an agent's computer screen at the same time the agent answers a call from that customer.

SBR, Skills-based routing

Skills-based routing, SBR, is a strategy used in contact centers to assign incoming and outbound contacts to the most suitable agent instead of choosing based on the agents’ availability.

Softphone controls

Allows agents to control calls from the PC. Saves time for agents simultaneously working with the phone and other desktop applications.

Talk time

The average time an agent spends on each call.

TCP/IP

Transmission control protocol/internet protocol.

Touchpoint

Telia Touchpoint is a mobile exchange from Telia that can be used in the mobile, tablet or computer. The gear solution is one of the most advanced on the market — and easiest to use. Touchpoint may also refer to each impression a customer has of an organization. Adverts, products, calls, chats and emails among others are touchpoints.

Virtual Agent

A virtual agent is a virtual character who functions as a customer service representative via chatbot functionality.

Voicebot

A voicebot enables its user to interact with a device or a service simply by speaking.

Work force management

An integrated set of processes used to optimize the productivity of its employees.

Workforce optimization

Workforce optimization is a strategy used to integrate siloed technologies and automate processes in order to reduce operational costs and to better manage employee performance, resulting in greater efficiency and higher customer satisfaction.

Workforce planning

A systematic, ongoing process of effective planning, forecasting, and scheduling to provide more efficient distribution of interactions and work across channels.