Glossary
- A
- Abandoned Call
- A/B Testing
- Accuracy Rate
- Active Listening
- Agent Assist
- Agent Assistance
- AI Agent
- AI Copilot
- Ambient Intelligence
- Analytics Dashboard
- Answer Machine Detection (AMD)
- API Integration
- Artificial General Intelligence (AGI)
- Artificial Intelligence (AI)
- ASR (Automated Speech Recognition)
- Authentication
- Auto Dialer
- Automated Outbound Calling
- B
- Batch Calling
- Benchmarking
- Biometric Authentication
- Blacklist Management
- Blended Call Center
- Bot Framework
- Bot Training
- Bridged Call
- Business Intelligence (BI)
- Business Rules Engine
- C
- Call Abandonment Rate
- Call Analytics
- Call Automation
- Callback Queue
- Call Deflection
- Call Detail Record (CDR)
- Call Disposition
- Caller ID
- Call Flow
- Call Forwarding
- Call Penetration Rate
- Call Quality Monitoring
- Call Recording
- Call Routing
- Call Scoring
- Call Scripting
- Call Surge Management
- Call Transcription
- Chatbot Integration
- CMS Integration
- Cold Calling Automation
- Compliance Management
- Computational Linguistics
- Conditional Logic
- Confidence Score
- Contact Center Automation
- Context Preservation
- Contextual Understanding
- Conversational AI
- Conversational Analytics
- Conversational Flow
- Conversational Intelligence
- Conversation Design
- Conversion Rate
- CRM Integration
- Custom Caller ID
- Custom Voice
- D
- Data Enrichment
- Data Labeling
- Data Mining
- Data Privacy
- Data Residency
- Data Retention Policy
- Deep Learning
- Dialer System
- Dialogue Management
- Digital Signal Processing (DSP)
- Direct Response Technology
- Distributed Speech Recognition
- Do Not Call (DNC) Compliance
- Dual-Tone Multi-Frequency (DTMF)
- Dynamic Call Routing
- Dynamic IVR
- Dynamic Scripting
- E
- Edge AI
- Embedding Models
- Emotion Detection
- Enterprise AI
- Entity Extraction
- Entity Recognition
- Error Recovery
- Event Triggering
- Explainable AI
- Extended Response
- F
- Fallback Mechanism
- False Negative
- False Positive
- Feature Extraction
- Fine-tuning
- First Call Resolution (FCR)
- Foundation Model
- Fraud Detection
- Frequency Analysis
- G
- Generative AI
- Generative Pre-trained Transformer (GPT)
- Global Intent
- Grammar-based Recognition
- Greeting Pattern
- Guided Conversation
- H
- Handover Protocol
- Happy Path
- Heat Mapping
- Hidden Markov Model
- Human-in-the-loop
- Hybrid Call System
- Hyperparameter Tuning
- I
- IIR Filter
- Implicit Confirmation
- Inbound Call Handling
- Intent Classification
- Intent Detection
- Intent Library
- Intent Recognition
- Interactive Voice Response (IVR)
- Interruption Handling
- IVR Tree Optimization
- J
- Jitter Buffer
- Job Candidate Screening
- Joint Intent Classification
- JSON Web Token (JWT)
- K
- Key Performance Indicator (KPI)
- Knowledge Base
- Knowledge Distillation
- Knowledge Graph
- Knowledge Management System
- L
- Language Detection
- Language Modeling
- Latency
- Latency Compensation
- Lead Generation
- Lead Qualification
- Lead Scoring
- Learning Rate
- Live Agent Transfer
- Live Monitoring
- LLM (Large Language Model)
- Local Intent
- Log Analysis
- Low-code Development
- M
- Machine Learning (ML)
- Market Segmentation
- Meeting Scheduler Integration
- Mel-frequency Cepstral Coefficients (MFCC)
- Microservice Architecture
- Middleware
- Modal Response
- Model Drift
- Multi-channel Communication
- Multi-intent Detection
- Multimodal Interface
- Multi-tenant Architecture
- N
- Named Entity Recognition (NER)
- Natural Language Generation (NLG)
- Natural Language Processing (NLP)
- Natural Language Understanding (NLU)
- Neural Network
- Neural Text-to-Speech
- No-code Platform
- Noise Cancellation
- Non-responsive Detection
- Normalization
- O
- Omnichannel Communication
- One-shot Learning
- On-premises Deployment
- Open-domain Conversation
- Outbound Call Campaign
- Outbound Calling
- Output Transformation
- P
- Pace Detection
- Packet Loss
- Pattern Recognition
- Pause Detection
- Performance Metrics
- Personalization Engine
- Phone Number Validation
- Phone Tree Navigation
- Pitch Analysis
- Post-call Analysis
- Predictive Analytics
- Predictive Dialer
- Pre-trained Model
- Progressive Dialer
- Prompt Engineering
- Prosody Analysis
- Q
- Quality Assurance
- Quality Management
- Quality of Experience (QoE)
- Query Expansion
- Query Resolution
- Queue Management
- Quick Response
- R
- RAG (Retrieval Augmented Generation)
- Real-time Analytics
- Real-time Monitoring
- Real-time Transcription
- Recommendation Engine
- Recording Compliance
- Reinforcement Learning
- Report Generation
- Response Time Analysis
- REST API
- Retention Strategy
- Return on Investment (ROI)
- Robocalling Compliance
- S
- Sale Conversion
- Sample Rate
- Scheduled Callbacks
- Script Optimization
- Semantic Analysis
- Semantic Search
- Sentiment Analysis
- Sequence-to-Sequence Model
- Session Management
- Signal Processing
- Silent Detection
- Skill Discovery
- Slot Filling
- Smart Callback
- Spam Likelihood Score
- Speaker Diarization
- Speech Analytics
- Speech Recognition
- Speech Synthesis
- Speech-to-Text (STT)
- Supervised Learning
- Synchronous Communication
- System Integration
- T
- TCPA Compliance
- Telephony Integration
- Template-based Generation
- Text Normalization
- Text-to-Speech (TTS)
- Threshold Setting
- Time Series Analysis
- Token
- Topic Classification
- Training Dataset
- Transfer Learning
- Transfer Protocol
- Transformer Architecture
- Turn-taking Model
- U
- Unified Communications
- Unsupervised Learning
- Upselling Algorithm
- User Authentication
- User Experience (UX)
- User Intent
- User Profile
- Utterance
- V
- Validation Logic
- Vector Database
- Vector Embedding
- Voice Activity Detection (VAD)
- Voice Analytics
- Voice Authentication
- Voice Biometrics
- Voice Bot
- Voice Channel
- Voice Fingerprinting
- Voicemail Detection
- Voice Recognition
- Voice Signature
- Voice User Interface (VUI)
- VoIP (Voice over Internet Protocol)
- W
- Wake Word Detection
- Warm Transfer
- Webhook Integration
- Web Socket
- Weighted Algorithm
- Whisper Model
- White Label Solution
- Workflow Automation
- X
- XML Configuration
- Y
- Yield Rate
- Z
- Zero-shot Learning
- Zip Code Targeting
- Zone-based Routing