A
Abandoned calls
Ad hoc reporting
Advisory tones
AI gateway
Artificial intelligence
Artificial general intelligence
Automatic call distribution (ACD)
Average handling time (AHT)
Average speed of answer (ASA)
B
Bias
C
Call detail record (CDR)
Call recording
Call routing
Chatbot
Co-browsing
Compliance
Computer telephony integration (CTI)
Conversational AI
Customer churn
Customer relationship management (CRM)
Customer satisfaction survey
D
Deep learning
Delayed connect
Dialer
E
Email response management
Employee scheduling software
F
First contact resolution (FCR)
Fine-tuning
G
Generative AI
Guardrails
H
Hallucinations
I
Interactive voice response (IVR)
K
Key performance indicator (KPI)
L
Large language model (LLM)
Live consultation
Live support
Local exchange carrier
Local loop
Lost call
M
Machine learning
N
Narrow AI
Natural language processing (NLP)
Net promoter score (NPS)
Neural network
P
P-Asserted Identity (PAI)
Predictive dialing
Private branch exchange (PBX)
Prompt engineering
Q
Quality monitoring
R
Report generator
Retrieval augmented generation (RAG)
S
Service center software
Service hotline
Service level agreement (SLA)
Small language model (SLM)
Supervised learning
T
Telephony Application Programming Interface (TAPI)
Transformer
U
Unsupervised learning
V
Video chat
Virtual private network (VPN)
Voice computer
Voice-over-IP (VoIP)
Voice portal
W
WebRTC