An agent is a user of call center software responsible for handling customer interactions through various communication channels such as phone calls, emails, chat, or social media. They are integral to delivering customer support, resolving issues, answering queries, and ensuring customer satisfaction.
Read moreAgent performance refers to the evaluation of a call center agent's effectiveness and efficiency in handling customer interactions across various communication channels. It measures how well an agent fulfills their responsibilities to achieve business goals, maintain customer satisfaction, and adhere to organizational standards. Agent performace measures are calculated using certain in-house developed metrices which include Hit Analysis, Disposition Analysis, Agent Performace Report, Call Durations, Call Analysis & Time Wasted by the agent on every call.
Read moreAn Agent Campaign in the context of platforms like DeepCall and Sarv refers to a structured and proactive approach to managing specific customer outreach or service initiatives. These campaigns are designed to optimize agent efficiency while providing flexibility and robust reporting features.
Read moreAn announcement in a call center refers to a pre-recorded or live message delivered to callers or agents, typically through the call center system. Announcements are used to convey important information efficiently, ensuring effective communication without requiring direct human interaction at all times.
Read moreA collection of agents who share similar skills, expertise, or responsibilities, enabling them to handle specific types of customer interactions effectively. This organizational structure enhances efficiency by aligning agents with tasks that match their competencies.
Read moreAn Agent Performance Report in call center software provides a detailed analysis of individual and team-level agent activities and effectiveness. It helps measure productivity, identify strengths and weaknesses, and ensure alignment with organizational goals. These reports are crucial for evaluating agent contributions to customer satisfaction and operational efficiency.
Read moreAutomatic Call Distribution (ACD) is a telephony feature in call center software that intelligently routes incoming calls to the most suitable agent or department based on predefined criteria. The goal of ACD is to optimize call handling, reduce wait times, and improve customer satisfaction by ensuring that every call is directed to the right resource.
Read moreAn Agent Dashboard in call center software serves as a centralized interface that provides agents with real-time access to essential tools, metrics, and data, enabling them to manage interactions efficiently and enhance performance.
Read moreAn Agent Login Log tracks login activities such as the login source/system, login time, logout time, and total login duration. It also records the agent's live status, IP addresses, and provides options for force logout when needed. This helps monitor agent activity, ensures security, and facilitates performance tracking.
Read moreAn Agent Role in a call center software specifies tasks, responsibilities, and system permissions tailored to the agent’s functions.
Read moreAverage Call Handling Time (AHT) is a critical metric used in call centers and customer support operations to measure the efficiency of customer interactions. It represents the average duration of a customer call, including the actual conversation time (talk time).
Read moreAudio Conferencing refers to a communication service that allows multiple participants to join a single call and converse with each other in real-time. It is widely used in business settings for meetings, collaborations, and customer support.
Read moreThe Broadcast feature of Sarv DeepCall is designed to manage outbound bulk calling with customizable IVR call flows. It includes agent management, resource allocation based on budget, and the ability to choose a dedicated CLI for higher answer rates. The platform provides detailed analytics, including graphs, agent scores, and options to pause or play campaigns. Additionally, users can quickly filter campaign data for more efficient management.
Read moreA Balance Log in call center software tracks credit and debit activities related to handling calls. It provides insights into daily or hourly expenses, detailing the amount spent and offering a downloadable Excel file for easy reference. This tool helps businesses monitor and manage call-related costs effectively.
Read moreBackup CLI (Caller Line Identification) is a secondary phone number used in call center operations to ensure uninterrupted communication. If the primary CLI is unavailable or blocked, the backup CLI takes over, maintaining smooth operations.
Read moreBPO (Business Process Outsourcing) refers to contracting specific business tasks, like customer support or telemarketing, to third-party service providers. It allows companies to focus on core functions while enhancing operational efficiency.
Read moreCall Center Call Analysis refers to the systematic evaluation of calls to assess agent performance, customer satisfaction, and operational efficiency. It involves analyzing metrics like call duration, customer sentiment, resolution rate, and agent behavior to identify trends, gaps, and improvement areas.
Read moreCustom Fields in Contact Lists allow businesses to add specific data points to their contact records, enabling better segmentation, targeting, and personalization. These fields go beyond standard information like name and phone number, offering flexibility to capture unique details.
Read moreIt is a personalized interface that allows users to view, analyze, and manage key metrics and data relevant to their specific needs or operations. It provides real-time insights and actionable information in a visual, user-friendly format.
Read moreIn call center solutions, CLI is essential for displaying the caller's number and enabling recipient identification. It also plays a role in personalizing customer interactions and managing call routing efficiently.
Read moreClick to Call is a feature that allows website visitors or customers to initiate a call to a business by simply clicking on a button or link, typically integrated into a website, email, or mobile app. This streamlines the process of connecting with customer support or sales teams without needing to manually dial phone numbers.
Read moreThe Callback List feature in DeepCall's call center software enables businesses to efficiently manage and prioritize customer callback requests, ensuring timely responses and enhancing customer satisfaction.
Read moreCNAM Caller ID allows businesses to display their brand name alongside the phone number, improving call recognition and reducing confusion.
Read moreA disposition refers to the categorization or outcome status of a call after it has been completed. It is a crucial feature for call centers and telecommunication solutions, helping teams efficiently manage and analyze call interactions. Advacement of the feature lies in the multi-tagging/multi-level arrangement options where a call is disposed with deatailed information.
Read moreRefers to the metrices created using the disposition data used by the agents during the call handling. Summary helps understanding the daily activity and outcome of the calls handled. Disposition analysis is a powerful tool for improving call center efficiency, optimizing campaigns, and enhancing agent performance.
Read moreIn a call center allows customers to reach specific agents, teams, or departments directly without passing through a general reception or IVR system. This enhances operational efficiency and customer satisfaction by simplifying the communication process.
Read moreThe Directory feature in call center software organizes and manages contact lists efficiently, allowing agents to access, search, and connect with contacts quickly. It streamlines workflows by providing an organized interface to handle customer interactions and ensures easy access to relevant contact details for faster communication.
Read moreA Dialer is a system or software used in call centers to automate the process of dialing phone numbers for agents. It enhances productivity by reducing the time spent manually dialing and allows for efficient handling of high volumes of calls.
Read moreDynamic Text-to-Speech (TTS) is a technology that converts written text into spoken voice in real-time, enabling applications like IVR systems and customer support to interact with users through natural-sounding speech.
Read moreEnd-to-End Call Analytics provides businesses with comprehensive insights into the entire customer call journey, from initiation to completion. End-to-End Call Analytics helps businesses track key performance metrics, monitor agent effectiveness, and understand customer behavior, enabling data-driven decisions for improvement.
Read moreCreated a smart, unified, user-friendly communication solution with complete analytics and response records.
Read moreCreated a smart, unified, user-friendly communication solution with complete analytics and response records.
Read moreCreated a smart, unified, user-friendly communication solution with complete analytics and response records.
Read moreBulldoze all the limitation that stops you from monitoring your call center’s agents based on the calls they receive throughout the day. Analyze and categorize different calls based on type, time, duration, retries, and more customizable filters.
Read moreIVR (Interactive Voice Response) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate department or agent.
Read moreKYC (Know Your Customer) is a regulatory process that businesses use to verify the identity of customers before onboarding them.
Read moreLongcode refers to a dedicated phone number used for sending and receiving SMS messages, facilitating communication between businesses and customers. It is typically used for lead generation, customer support, surveys, mobile verifications, and marketing campaigns.
Read moreA Missed Call Service is a cloud telephony solution that allows businesses to engage with customers through a simple missed call. When a user dials a designated number, the call disconnects automatically, and the system triggers an automated response, such as an SMS, IVR callback, or agent follow-up.
Read moreNumber Masking, also known as Call Masking, is a privacy-focused solution that enables businesses to connect customers and agents without revealing personal phone numbers. This ensures secure, anonymous interactions while maintaining a seamless communication experience.
Read moreAn Outbound Call Center is a customer engagement solution where agents proactively reach out to customers or leads for sales, support, surveys, or reminders.
Read morePBX (Private Branch Exchange) is a telephony system that manages internal and external calls within an organization.
Read moreQuick Call is a feature that enables businesses to instantly connect with customers or leads without delays, ensuring faster communication and improved customer engagement.
Read moreRich Communication Services (RCS) is an upgraded messaging protocol designed to replace SMS with enhanced features like multimedia support, read receipts, typing indicators, and business messaging capabilities. It works over mobile networks and Wi-Fi, providing a more interactive experience similar to messaging apps like WhatsApp or iMessage.
Read moreSoftware as a Service (SaaS) is a cloud-based delivery model where software applications are hosted and maintained by a third-party provider, making them accessible to users via the internet. With SaaS, users don't need to install or manage the software on their own devices or servers—everything is hosted and managed by the service provider, allowing for easier access and lower upfront costs.
Read moreText-to-Speech (TTS) in Call Centers refers to a technology that converts written text into spoken words, allowing automated systems to communicate with customers using a human-like voice. It is commonly used in IVR (Interactive Voice Response) systems, virtual assistants, and automated customer support to deliver information without requiring a live agent.
Read moreA Toll-Free number is a telephone number that allows customers to call a business or service for free. The cost of the call is borne by the business or organization that owns the toll-free number, not the customer. Toll-free numbers are typically used by businesses for customer service, sales inquiries, or support, offering a cost-effective way for customers to reach out without incurring charges.
Read moreIn call center analytics, "time wasted" refers to any non-productive time that affects the efficiency and performance of the call center operations. This could include both agent time and customer interaction time, impacting overall productivity and customer satisfaction.
Read moreUnified Communications as a Service (UCaaS) refers to a cloud-based service that integrates various communication tools and applications into a single, cohesive platform. UCaaS combines different forms of communication—such as voice, video, messaging, and collaboration—into one unified system, allowing businesses to streamline communication and improve operational efficiency.
Read moreVoice-to-Text (VTT) technology, also known as speech-to-text or automatic speech recognition (ASR), converts spoken language into written text. This technology has significant applications in a variety of industries, including call centers, where it enhances efficiency and helps automate processes.
Read moreA webhook in a call center service refers to an HTTP callback mechanism used to send real-time data from one system to another when certain events occur. This is a crucial feature for integrating various systems in a call center, allowing them to communicate instantly without requiring constant manual input.
Read moreWrap-up time in cloud telephony call management refers to the brief period after a call ends, during which a call center agent can complete necessary tasks related to the call, such as:
Read moreIt’s a score ranging from 0 to 10, available on the dashboard for supervisors or admins, that helps evaluate an agent's performance based on the amount of time spent inefficiently during a call. Here a higher score indicates lower performance.
Read moreA feature that allows supervisors or managers to listen to an ongoing customer call without the customer being aware. The purpose of whispering is to provide guidance or real-time coaching to the agent, helping them navigate the call more effectively without interrupting the flow of the conversation.
Read moreWABA (WhatsApp Business API) is specifically designed to facilitate customer support, marketing, and transactional messaging, enabling businesses to interact with clients and users efficiently on one of the most popular messaging platforms worldwide.
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