Call Center and Help Desk Technologies: Your Customer Connection Peter DeHaan Program Track: Straight Talk Program Duration: 47 Minutes Tower: Customer contacts and relationships Roles:   Primary: Customer Service Secondary: Networks: Voice and Data Tertiary: Program Office   Value Category: Navigation Key Issues: What are the important technological elements and considerations involved in running a call center? What impact is the Internet having on the call center technology and operations? Who are the leading call center technology vendors? When should an organization consider outsourcing the call center? - high - medium - low Architecture and Infrastructure Business Applications Communications Customer Relationship Management Networking Sourcing eBusiness        Term Definition 24, 7 (1) Twenty-four hours a day, seven days a week. (2) In e-learning, 24/7 refers to the constant availability of a virtual classroom, and of technical support for online students and instructors. (Source for 2: American Society for Training & Development; WatchIT.com™) 401(k) A retirement investment plan that allows an employee to put a percentage of earned wages into a tax-deferred investment account selected by the employer. Also called salary reduction plan. (Source: Dictionary.com) After-Call Work (ACW) Also called wrap-up and post call processing (PCP). Work that is necessitated by, and immediately follows, an inbound transaction. Often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agent is unavailable to receive another inbound call while in this mode. (Source: ICMI Call Center Glossary) Artificial Intelligence (AI) A characteristic of devices and applications that exhibit human-like intelligence and behavior, including robots, expert systems, voice recognition, natural and foreign language processing. It also implies the ability to learn or adapt through experience. (Source: TechWeb.com) Asynchronous Transfer Mode (ATM) (1) High-speed, cell-switching network technology for LANs and WANs that handles digital data, real-time voice and video, and television signals. It combines the high efficiency of packet switching used in data networks with the guaranteed bandwidth of circuit switching used in voice networks. Signals are divided into 53-byte cells and routed across a network consisting of links connected by switches. ATM is defined in the Broadband ISDN (BISDN) standard. It is scalable and supports transmission speeds of 25 to 2488 Mbps. (2) A transfer mode in which the information is organized into cells. It is asynchronous in the sense that the recurrence of cells containing information from an individual user is not necessarily periodic. Automatic Number Identification (ANI) (1) A service that identifies the telephone number of each incoming telephone call. (Source: High-Tech Dictionary) (2) A service that provides the telephone number of an incoming call. Telephone companies can direct a call to the proper long distance carrier's equipment; it can help identify the caller's address to speed response time to 911 calls; and it can route an 800 call to the nearest vendor. ISDN, the standards for transmissions on telephone lines, supports ANI. (Source: Webopedia) (3) A telephone service that transmits the billing number (BN) and the telephone number of the incoming call. ANI identifies the calling party for toll call billing and enables the call to be routed to the appropriate long distance service provider. ISDN supports ANI by carrying the calling telephone number in the D channel. ACD systems use the billing number to query a database and retrieve the customer's records. (Source: TechWeb.com) Automatic/Automated Call Distributor/Distribution (ACD) (1) A phone system for handling incoming calls in a logical pattern. It will recognize and answer the call; look in its database for instructions; send the call to a recording or voice response unit (VRU); then send the call to an agent. Features may include application-based, caller-directed and data-directed call routing; callback messaging; conditional routing; and intelligent call processing. ACD can provide valuable management information. (2) A telephony-based call system that provides the capability to accept, queue, and distribute calls. (3) Call distribution is the process of routing calls coming into a call center to the personnel most suited to handle the call. Average Handling Time (AHT) The sum of average talk time (ATT) and average after-call work (AACW) for a specified time period. (Source: ICMI Call Center Glossary) Average Speed of Answer (ASA) Also called average delay. The average delay of all calls. It is total delay divided by total number of calls. (Source: ICMI Call Center Glossary) Call center Industry Advisory Council (CIAC) CIAC is a not for profit corporation established by the call center industry to provide standardized, competency-based professional certification for individuals that lead, manage, and work in call center, help desk, and customer service organizations. It was formed in response to the need for an objective third party to establish and maintain competencies necessary for superior job performance and to serve as an impartial, independent body to award professional certification and govern the certification process. CIAC exists to promote the establishment of standards of competence and professionalism in the call center industry and to recognize individuals who through successful completion of the CIAC certification process have demonstrated mastery of industry-established, knowledge, skill, and behavioral requirements specific to their job function. (Source: Call center Industry Advisory Council; http://www.ciac-cert.org/index.cfm) Computer-Telephony Integration (CTI) (1) Refers to systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. CTI systems continue to become increasingly sophisticated and can handle all sorts of incoming and outgoing communications, including phone calls, faxes, and Internet messages. (Source: Webopedia) (2) The software, hardware and programming necessary to integrate computers and telephones so they can work together seamlessly and intelligently. (Source: ICMI Call Center Glossary) (3) Enabling computers to know about and control telephony functions such as making and receiving voice, fax, and data calls, telephone directory services, and caller identification. The integration of telephone and computer systems and is a major development in the evolution of the automated office. (Source: Dictionary.com) Customer Relationship Management (CRM) Enterprise-wide software applications that allow companies to manage every aspect of their relationship with a customer. The aim of these systems is to assist in building lasting customer relationships. Customer information that is acquired from sales, marketing, customer service, and support is captured and stored in a centralized database. The system may provide data-mining facilities, and also may be integrated with other systems such as accounting and manufacturing. (Source: FOLDOC) Customer Service Representative (CSR) Also a call center agent; a staff member of a call center or contact center. Besides answering the phone to talk with clients and customers, an agent may perform any of a number of tasks depending on the industry he or she works in. Some tasks agents perform include product support, pre-sales support, help with problems, order taking, and client counseling. (Source: AllWords.com) Digital Subscriber Line (DSL) A family of digital telecommunications protocols designed to allow high-speed data communication over the existing copper telephone lines between end-users and telephone companies. (Source: FOLDOC) E-mail Response Management Solution (ERMS) A customer service and support (CSS) software feature for handling and managing e-mail from customers. It integrates e-mail and Web forms into the incoming call flow to ensure that these inquiries and transactions are handled on a timely basis. (Source: Gartner IT Glossary) Erlang B A formula developed by A.K. Erlang, widely used to determine the number of trunks required to handle a known calling load during a one-hour period. The formula assumes that if callers get busy signals, they go away forever, never to retry - lost calls cleared. Because some callers will retry, Erlang B can underestimate trunks required. However, Erlang B is generally accurate in situations with few busy signals. (Source: ICMI Call Center Glossary) Erlang C Calculates predicted waiting times - delay - based on three things: the number of servers, or reps; the number of people waiting to be served, or callers; and the average amount of time it takes to serve each person. It can also predict the resources required to keep waiting times within targeted limits. Erlang C assumes no lost calls or busy signals, so it has a tendency to overestimate staff required. (Source: ICMI Call Center Glossary) Frequently Asked Question (FAQ) A documentation file that contains the most commonly asked questions about a subject. Many Internet USENET news groups, and some non-USENET mailing lists, maintain FAQ lists (FAQs) so that participants won't spend lots of time answering the same set of questions. Global 2000 (G2000) Top 2,000 companies worldwide, based on revenue. This can be modified to refer to smaller or larger company sets, e.g., G200, G3000. H.323 (1) The H.323 standard provides a foundation for audio, video, and data communications across IP-based networks, including the Internet. By complying to H.323, multimedia products and applications from multiple vendors can interoperate. (Source: Sofweb) (2) An ITU standard for videoconferencing over packet-switched networks, such as LANs and the Internet. It allows any combination of voice, video and data to be transported. H.323 specifies several video codecs, including H.261 and H.263, and audio codecs, including G.711 and G.723.1. Gateways, gatekeepers and multipoint control units are also covered. H.323 is widely supported for Internet telephony. (Source: TechWeb.com) HyperText Markup Language (HTML) The standard authoring software for creating World Wide Web pages, and for defining hypertext links between documents on the Internet. This simple file format allows for the embedding of images, sound, video streams, form fields and simple text formatting. References to other objects are embedded using URLs. It is a subset of SGML (standard generalized markup language). HyperText Transfer Protocol (HTTP) The client/server protocol used to fetch hypertext objects, including HTML documents, from remote hosts on the Internet. Based on TCP/IP, it is the basis of the World Wide Web (WWW). Addresses of Web sites begin with an http:// prefix. It conventionally uses port 80. IBM MQSeries (1) Now known as WebSphere MQ, and the core of the WebSphere MQ family, it integrates more than 35 platforms, providing the base messaging functions for servers and clients, and assuring once-only message delivery. It can be used alone or with other members of the family. (Source: WebSphere MQ Family Page at ibm.com) (2) MQSeries evolved as a multiplatform messaging and queuing system that included APIs for developing and implementing cross-platform links between applications. Provided asynchronous application-to-application communications across heterogeneous networks. Featured a message queue interface. Provided both process location transparency and communication protocol independence. Each queue belongs to a message queue manager, which is responsible for maintenance of the queue. Instant Message (IM) Also known as a buddy list program, it is client software than informs users when any individuals in their list of 'buddies' (colleagues, workgroup members, friends, etc.) log onto the network so they can chat. It also notifies them if a 'buddy' sends them a message. (Source: TechWeb.com) Integrated Services Digital Network (ISDN) (1) An international set of communications standards that allow a single wire or optical fiber to carry voice, digital network services and video. ISDN uses 64 kbps channels, called B channels, to carry voice and data and a separate D channel for control signals. There are different kinds of ISDN connections, of varying bandwidth, which can allow a variety of services to be provided, including call forwarding, call waiting and advice of charge. (2) Connections that use ordinary phone lines to transmit digital instead of analog signals, allowing data to be transmitted at a much faster rate than with a traditional modem. (Source for 2: Learn the Net.com) Intelligent Call Routing (ICR) The system that implements enterprise-wide call distribution across call centers. The ICR provides prerouting, postrouting, and performance monitoring capabilities. (Source: eyretel.com) Interactive Voice Response (IVR) (1) A telecommunications system, prevalent with PBX and voice mail systems, that uses a prerecorded database of voice messages to present options to a user, typically over telephone lines. User input is retrieved via DTMF tone key presses. When used in conjunction with voice mail, for example, these systems typically allow users to store, retrieve, and route messages, as well as interact with an underlying database server thatmay allow for automated transactions and data processing. (Source: Dictionary.com) (2) A voice computer. In place of a keyboard, an IVR uses telephone keypads. Instead of a screen for showing results, an IVR uses a prerecorded human voice that is digitized and stored on a hard drive. With an IVR you can't present as many alternatives. The classic IVR 'killer app' takes an existing database and makes it available by phone, adding interactive value to what would otherwise be wait-time. Internet Also, the Net: the largest internetwork in the world: a three-level hierarchy composed of backbone networks (e.g. Ultranet), mid-level networks (e.g., NEARnet) and stub networks. It connects many government, corporate, university and private computers. The Internet was developed as a national research network by the U.S. government, and is now accessible through a variety of service providers. Users have access to unpublished data, journals and BBSs, as well as a worldwide e-mail system. Internet Protocol (IP) The network layer for the TCP/IP protocol suite. The IP routes messages across networks, and is the basic protocol of the Internet. It is software that tracks the Internet address of nodes, routes outgoing message, and recognizes incoming messages. It is used in gateways to connect networks at OSI network Level 3 and above. (Source: FOLDOC) Light-Emitting Diode (LED) A type of semiconductor diode that emits visible or infrared light when current passes through it. Visible LEDs are used as indicator lights: the light that shows a computer or printer is turned on, for example. Infrared LEDs are used in remote-control devices. (Source: Computer User High-Tech Dictionary) Local Area Network (LAN) A short distance data communications network - typically within a building, or 'campus' of a few square kilometers or less. However, FDDI extends a local area network over a much wider area. It is used to link computers, workstations, servers, and peripheral devices under some form of standard control. The controlling software is the network OS, which resides in the server and supports workstations or desktops connected via communications links. Because the network covers only a small area, optimizations can be made in the network signal protocols that permit data rates up to 100 Mbs. While a LAN is typically contained within a building or complex, and a MAN (metropolitan area network) generally covers a city or suburb. A WAN may be privately owned or rented, but the term usually connotes the inclusion of public (shared user) networks. MicroSoft-Disk Operating System (MS-DOS) A single user operating system for PCs from Microsoft. It is functionally identical to IBM's PC-DOS version, except that starting with DOS 6, MS-DOS and PC-DOS each provide different sets of auxiliary utility programs. Both MS-DOS and PC-DOS are called DOS. (Source: TechWeb.com) Microsoft Windows A Microsoft operating system that hides the cryptic DOS system of typed commands behind a graphical facade, also called a Graphical User Interface, or GUI. Windows lets you issue commands - i.e., run programs and complete tasks within programs - by pointing, with or without a mouse, at symbols or menu items and clicking, or hitting Enter. Operating System (OS) The foundation software of a computer system, responsible for controlling and launching the installed applications and computer peripherals. Common operating systems include MS-DOS, Unix, OS/2, Macintosh, and Windows. It is the software that schedules tasks, allocates storage, handles the interface to peripheral hardware, and presents a default interface to the user when no application program is running. (Source: NetLingo) PBX/ACD A PBX that is equipped with ACD functionality. (Source: ICMI Call Center Glossary) Personal Computer (PC) A general-purpose single-user microcomputer designed to be operated by one person at a time. PC is short for personal computer. The first personal computer produced by IBM was called the PC, and increasingly the term PC came to mean IBM or IBM-compatible personal computers, to the exclusion of other types of personal computers, such as Macintoshes. In recent years, the term PC has become increasingly difficult to pin down. Generally, it applies to any personal computer based on an Intel microprocessor, or on an Intel-compatible microprocessor. Private Branch eXchange (PBX) (1) A private telephone network used within an enterprise. It may include functions such as least cost routing for outside calls, call forwarding, conference calling and call accounting. Modern PBXs use all-digital methods for switching and can often handle digital terminals and telephones along with analog telephones. (2) An in-house telephone switching system that interconnects telephone extensions to each other, as well as to the outside telephone network. It may include functions such as least cost routing for outside calls, call forwarding, conference calling and call accounting. Modern PBXs use all-digital methods for switching and may support both digital terminals and telephones along with analog telephones. (Source: TechWeb.com) Public Switched Telephone Network (PSTN) An abbreviation used by the ITU-T when referring to the local phone company. Request For Information (RFI) A preliminary step to a request for proposal (RFP), in which a company solicits a number of potential vendors for information about their products and services. (Source: Travel Industry Dictionary) Request For Proposal (RFP) (1) A document prepared by, or in behalf of, prospective customers that is designed to provide the vendor with an idea of what the prospect is searching for. This allows the vendor to prepare a proposal for one or more of its products that it believes may satisfy the prospect's needs. (Source: WatchIT.com™) (2) A request for bids that indicates the specifications for a software project or other system needs. (Source: ComputerUser.com High-Tech Dictionary) Sales Force Automation (SFA) The use of computers and computer software by salespeople. One type is totally self-contained on the salesperson's desktop or laptop. Another communicates with computers at headquarters over phone lines. Uses include submitting orders, checking back orders, getting updates on 'specials,' sending, receiving and storing letters and memos, getting new price, product, or technical data, etc. Gains of 10% to 20% in sales may be seen. Session Initiation Protocol (SIP) A protocol that assists in providing advanced telephony services across the Internet. Internet telephony is evolving from a low quality way to make international phone calls into a serious business telephony capability, and SIP is one of a group of protocols required to support this evolution. SIP is part of the IETF standards process and is modeled upon other Internet protocols such as simple mail transfer protocol (SMTP) and hypertext transfer protocol (HTTP). It is used to establish, change and end calls between one or more users in an IP-based network. As a control protocol for creating, modifying and terminating sessions with one or more participants, SIP supports session descriptions that allow participants to agree on a set of compatible media types. It also supports user mobility by proxying and redirecting requests to the user's current location. SIP is not tied to any particular conference control protocol. (Source: The SIP Center) Station/System Message Detail Recording (SMDR) A port or hardware and programming in a PABX (private automatic branch exchange) that outputs to a serial port details of call and messages generated by the PABX system - usually just call records. It is usually designed to be connected to a printer. (Source: newwiz.com) Structured Query Language (SQL) (1) Language used to interrogate and process data in a relational database. Originally developed by IBM in the mid-70s for its mainframes. All database systems designed for client/server environments support SQL. SQL commands can be used to work interactively with a database, or can be embedded within a programming language to interface to a database. Programming extensions to SQL have turned it into a full-blown database programming language. (2) A programming language that is used to define and manipulate data in a relational database. Systems Integrator (SI) A company that specializes in consulting to businesses to help them to manage and coordinate their disparate information systems - including computers, telephones, pagers, paper, and workflow - to their maximum efficiency. Systems integrators may also offer sales and implementation services. T1 A high-speed digital connection that transmits data at a rate of 1.544 million bits per second over 2 pairs of normal twisted wires. Each of 24 individual channels supports data rates of 64 kbps, and each can be configured to carry voice or data. A T1 allows sending and receiving large text files, graphics, sounds, and databases, and is the fastest speed commonly used to connect networks to the Internet. Sometimes referred to as a leased line or DS1, T1 is a standard for digital transmission in the United States, Canada, Hong Kong and Japan. T3 A super-high-speed connection capable of transmitting data at a rate of 44.736 million bits per second, commonly referred to as 45 megabits per second. This is equivalent to 28 T1 lines. Capable of handling 672 individual channels, each of which supports data rates of 64 kbps. Each channel can be configured to carry voice or data traffic. T3 requires fiber optic cable, and is sometimes called FT3 or DS3. A T3 line has a bandwidth wide enough to transmit full-motion real-time video and very large databases over a busy network. Tagged Image File Format (TIFF) (1) A graphic image file format usually associated with the Macintosh operating system. The file extension used for TIFF files is .tif, as in image1.tif. (2) Tagged Image File Format (abbreviated TIFF) is a bitmap file format for images, created by Aldus for use with PostScript printing. TIFF became the de-facto standard graphics format for high bit-depth (32-bit) graphics, and is widely used in image manipulation programs like Photoshop, DTP, scanners, and can be directly manipulated by PostScript. (Source: Wikipedia) Text-To-Speech (TTS) Converting text into voice output using speech synthesis techniques. Although initially used by the blind to listen to written material, it is now used extensively to convey financial data and other information via telephone for everyone. (Source: TechWeb.com) Time Division Multiplexing (TDM) A type of multiplexing where two or more channels of information are transmitted over the same link by allocating a different time interval ('slot' or 'slice') for the transmission of each channel; i.e., the channels take turns to use the link. Some kind of periodic synchronizing signal or distinguishing identifier is usually required so that the receiver can tell which channel is which. TDM becomes inefficient when traffic is intermittent because the time slot is still allocated even when the channel has no data to transmit. Statistical time division multiplexing was developed to overcome this problem. (Source: FOLDOC) Uniform Resource Locator (URL) A standardized way of representing different documents, media and network services on the World Wide Web. An URL (often pronounced 'earl') looks like 'protocol://host/localinfo' where protocol specifies a protocol to use to fetch the object (like HTTP or FTP), host specifies the Internet name of the host on which to find it, and localinfo is a string (often a file name) passed to the protocol handler on the remote host. URLs are used in HTML documents to specify the target of a hyperlink. Unix A multiuser, multitasking operating system developed by AT&T for all types of computers and workstations. Unix is written in C and can be compiled into many different machine languages. Voice Recognition Software (VRS) (1) A computer program that converts the spoken word into on-screen text. It is also known as dictation software. Examples are Dragon Naturally Speaking Preferred, and IBM Via Voice Gold. (Source: University College Worcester) (2) Voice recognition system is a telephone system that uses speech recognition capability to activate equipment that dials telephone numbers automatically. May be speaker-dependent or independent. (Source: The Call Center School) Voice Recognition System (VRS) (1) A telephone system that uses speech recognition to activate equipment that dials telephone numbers automatically. May be speaker-dependent or independent. (Source: The Call Center School) (2) Voice recognition software is a computer program that converts the spoken word into on-screen text. It is also known as dictation software. Examples are Dragon Naturally Speaking Preferred, and IBM Via Voice Gold. (Source: University College Worcester) Voice Response Unit (VRU) (1) Also called interactive voice response unit (IVR) or audio response unit (ARU); a VRU responds to caller entered digits or speech recognition in much the same way that a conventional computer responds to keystrokes or clicks of a mouse. When the VRU is integrated with database computers, callers can interact with databases to check current information - e.g., account balances - and complete transactions - e.g. make transfers between accounts. (Source: ICMI Call Center Glossary) (2) When automatic clearinghouse (ACH) systems first arrived, the first front-end consumer access tool VRU technology. A consumer could use the telephone keys to enter information. Given the limitations it was not a real 'solution.' Current VRU technology is employed across many more industries than finance and is often viewed as a subset of IVR, or interactive voice response. (Sources: www.stanford.edu/~nskuble/overview.htm; WatchIT.com™) Voice eXtensible Markup Language (VXML) Also, VoiceXML; technology that allows a user to interact with the Internet through voice-recognition technology. Instead of a using traditional browser that relies on a combination of HTML and keyboard and mouse, VXML relies on a voice browser and/or the telephone. Using VXML, the user interacts with voice browser by listening to audio output that is either prerecorded or computer-synthesized and submitting audio input through the user's natural speaking voice or through a keypad, such as a telephone. AT&T, IBM, Lucent Technologies and Motorola created VXML 1.0 in a joint effort to promote the technology. (Source: Webopedia) Voice over IP (VoIP) Enables the real-time transmission of voice signals as packetized data over IP networks that employ the transmission control protocol (TCP), real-time transport protocol (RTP), user datagram protocol (UDP), and Internet protocol (IP) suite. Analog voice signals are digitized and transmitted as a stream of packets over a digital data network. IP networks allow each packet to find the most efficient path to the intended destination - to optimize network resources. The packets associated with a single source may thus take many different paths to the destination across the network; they may arrive with different end-to-end delays, out of sequence, or possibly not at all. At the destination, the packets are re-assembled and converted back into the original voice signal. VoIP technology ensures proper reconstruction of the voice signals, compensating for echoes made audible due to the end-to-end delay, for jitter, and for dropped packets. (Source: InnoMedia, Inc.) Web call back (1) A feature that enables a consumer visiting a company's Web site to schedule a time at which a company sales or service representative can call back. The consumer also leaves a phone number and, sometimes, the reason for the appointment. The representative then calls at the allotted time, when both parties are prepared. (Source: Teleservices Glossary) (2) An application that allows a customer to be active on a company's Web site and request a call back from an agent, usually within a pre-defined interval. (Source: Intel Contact Center Technology Glossary) (3) Traditionally, in a help desk, 'callback' is contact from the agent to a customer regarding an existing ticket. Reasons for the contact may be a follow-up on an existing ticket, to collect additional information, etcetera. (Source: HiddenMind) (4) Other options for customers may include Web call me back now, Web call me back later - or 'talk-to-me' - and Web call through. (Source: WatchIT.com™) Web call through (1) Unlike Web-based callback systems, where end users click on an icon on your site to reserve a spot in your agents' callback queue, Web call-through systems use IP technology to let callers start their own sessions directly from the browser. While they're on hold, you can push any multimedia content, and the actual chat can use any combination of interactive voice, data, video or text. Plus, calls appear the same to your agents, whether they enter the call center through IP or PSTN. (Source: CosmoCom) (2) A 'callback' is a contact from the agent to a customer regarding an existing ticket or matter. (Source: HiddenMind) (3) Web callback enables a consumer visiting a company's Web site to schedule a time at which a company sales or service representative can call back. (Source: Teleservices Glossary) (4) Other options for customers may include Web call back - or 'talk-to-me' - Web call me back now, and Web call me back later. (Source: WatchIT.com™) Web chat (1) The ability for visitors to a customer service site to click on a button and initiate a two-way chat where they can do Q and A with an agent. Or Customers may request a 'text chat.' The request is sent over the Internet to a call center; the server puts the request in queue and assigns it to agent, and the chat request pops up on agent's screen. (Source: Peter Shurman; Peter DeHaan; WatchIT.com™) (2) Real-time communication between an agent and customer through the transfer of text over the Internet. (Source: Intel Contact Center Technology Glossary) (3) 'Chat' is a real-time conferencing capability between two or more users on a local network (LAN), on the Internet or via a BBS. The chat is accomplished by typing on the keyboard, not speaking. Each keystroke is transmitted as it is pressed. (Source: TechWeb.com) Web collaboration (1) Describes real-time conferencing and collaboration done over the Internet - including the use of slide presentation, document display, instant messaging, simultaneous data and telephony, and other highly interactive events. (Source: capterra.com) (2) Collaborative technologies are communications technologies that allow real-time collaboration between two or more people at disparate locations, via the Internet or an intranet. Examples include videoconferencing and whiteboard applications. Wide Area Network (WAN) A communications network that uses common carrier links provided by local telephone companies to connect sites dispersed over a wide geographic area, such as state or country. A LAN (local area network) is contained within a building or complex, and a MAN (metropolitan area network) generally covers a city or suburb. A WAN may be privately owned or rented, but the term usually connotes the inclusion of public (shared user) networks. (Source: Cisco) abandoned call Also called a lost call. The caller hangs up before reaching an agent. (Source: ICMI Call Center Glossary) adherence to schedule In call center operations, this is the same as compliance; a general term that refers to how well agents adhere to their schedules. Can include both: a) how much time they were available to take calls during their shifts, including the time spent handling calls and the time spent waiting for calls to arrive - also called availability; and b) when they were available to take calls - also called compliance or adherence. (Source: ICMI Call Center Glossary) agent (1) A software routine that waits in the background and performs an action when a specified event occurs - e.g., transmit a summary file on the first day of the month, or monitor incoming data and alert the user when a certain transaction has arrived. Also intelligent agent; personal agent. (2) Intelligent agents are used by some portals to search for information on a user's behalf, creating a channel that the user can train. (Source for 2: Aboutportals.com) (3) Software tool that serves as an intermediary for a person performing a business activity. Agents can learn an individual's preferences and use that information to make decisions. For example, an agent for a purchasing manager could learn corporate specifications for a raw material. The agent can determine when inventory is low or search the Internet for the lowest cost supplier. It may even be possible to use an agent to negotiate and complete a transaction. (Source for 3: Business Technology Journal Glossary) algorithm Set of ordered steps for solving a problem, such as a mathematical formula or the instructions in a program. Algorithms used in cryptography / encryption processes may be called cipher algorithms, cryptoalgorithm or encryption algorithms. alpha test The first test of newly developed hardware or software in a laboratory setting. When all the bugs have been fixed, the product next goes into beta test with actual users. (Source: TechWeb.com) analog (1) A representation of an object that resembles the original. Analog devices monitor conditions such as movement, temperature and sound, etc., and convert them into analogous electronic or mechanical patterns. For example, an analog watch represents the planet's rotation with the rotating hands on the watch face. Telephones turn voice vibrations into electrical vibrations of the same shape. Analog implies continuous operation in contrast with digital, which is broken up into numbers. (Source: TechWeb.com) (2) Pertaining to data that consists of continuously variable physical quantities. (Source: AS-400 Glossary) analog switch (1) Switching equipment designed, designated, or used to connect circuits between users for real-time transmission of analog signals. (Source: Federal Technology Service Glossary of Terms) (2) The electronic analog switching system is common control, and the incoming register temporarily stores the pulses for call routing. The data in the register is used by the common control processor to complete the call to subscribers, to outgoing trunks, and/or to service terminations. (Source: Common Language Products Glossary) architecture The highest level concept of a system in its environment, according to IEEE. The architecture of a software system (at a given point in time) is its organization or structure of significant components interacting through interfaces, those components being composed of successively smaller components and interfaces. The organizational structure of a system. An architecture can be recursively decomposed into parts that interact through interfaces, relationships that connect parts, and constraints for assembling parts. Parts that interact through interfaces include classes, components and subsystems. (Source: IBM) avatar A cyber representation of an Internet user; a 'virtual' person. The characters are 2D or 3D thumbnail or icon-like digital 'actors', who interact with others in imaginary settings, based on typed or spoken words. Their capabilities for movement and expression vary. Avatars may be photos or cartoons; human, animal or alien; historical figures or artificial personas. They may be imported, original graphic designs or selections from a suitcase of 'props', depending upon the software. They have been very useful for teaching purposes. back end (1) Also back-end processor. A server is often called a back end, and a workstation is often called the front end. On a LAN (local area network), a back-end processor runs on a server. It is responsible for preserving data integrity and handles most of the processor-intensive work, such as data storage and manipulation. (2) A node or software program that provides services to a front end. (Source: Cisco Systems Internetworking Terms and Acronyms) (3) A computer that does the main processing but has a smaller, more friendly computer that the user interacts with - called the front end. A program that takes care of details behind the scenes, performing tasks not directly controlled by the user. (Source: ComputerUser.com High-Tech Dictionary) backplane A circuit board containing sockets into which other circuit boards can be plugged in. In the context of PCs, the term backplane refers to the large circuit board that contains sockets for expansion cards. Backplanes are often described as being either active or passive. Active backplanes contain, in addition to the sockets, logical circuitry that performs computing functions. In contrast, passive backplanes contain almost no computing circuitry. Traditionally, most PCs have used active backplanes. Indeed, the terms motherboard and backplane have been synonymous. Recently, though, there has been a move toward passive backplanes, with the active components such as the CPU inserted on an additional card. Passive backplanes make it easier to repair faulty components and to upgrade to new components. (Source: Webopedia) bandwidth The amount of data that can be sent through a given communications circuit per second. A measure of the transmission capacity of a computer network. The bandwidth is the difference between the highest and lowest frequencies a network can transmit. It should be noted that this is limited not only by the physical infrastructure of the traffic path within the transit networks, which provides an upper bound to available bandwidth, but is also by the number of other flows that share common components of this selected end-to-end path. best-of-breed Denotes the service provider that is best in its class of services. In contrast, a service provider might not be best-of-breed but, by reason of superior integration of interoperating services and infrastructures, provide more valuable services in a suite. In selection of a vendor, therefore, the question of whether a best-of-breed vendor is better than an integrated vendor depends on the customer's actual needs and history. (Source: Outsourcinglaw.com) bleeding edge (1) 'Bleeding edge' started out as a joke in the software industry: there was 'leading edge' technology, and then 'bleeding edge.' This was the stuff that was so new, so sharp, it might cut you when you tried to use it. It has come to stand for the very newest of the new tools: things that no one's quite sure are going to make it to mainstream. Bleeding edge implies a risk, not just new technologies. New often means untried. Be aware that the use of bleeding edge technologies can disrupt your project budget. If you do decide to use Bleeding edge technologies for commercial projects, be very clear with your vendors upfront that you still expect predictable budgets and timeframes. (Source: jaderiver.com) (2) Even beyond the leading edge of technology, usually unproven and will probably cause lots of problems. (Source: XML Glossary) (3) Bleeding edge, like the Web itself, may eventually end up being standard. blocked call A call that cannot be connected immediately because: a) no circuit is available at the time the call arrives; or b) the ACD is programmed to block calls from entering the queue when the queue backs up beyond a defined threshold. (Source: ICMI Call Center Glossary) blueprint (1) A photographic copy of an early plan for a building or machine, with white lines on a blue background. (2) A blueprint is also an early plan or design which explains how something might be achieved. (Source: Cambridge International Dictionary) burnout Extreme tiredness usually caused by working too much. (Source: Cambridge International Dictionary) business continuity planning (1) Business continuity planning, also called contingency planning, determines how a company will keep functioning until its normal facilities are restored after a disruptive event. This encompasses how employees will be contacted, where they will go and how they will keep doing their jobs. (Source: CIO.com) (2) A dynamic process encompassing a documented description of the actions to be taken, resources required, and procedures to be followed to ensure the continued availability of essential business services, programs, and operations, in the event of unexpected interruptions. (Source: www.drie.org/bcpassessment.html) business rule A statement that defines or constrains some aspect of the business. It is intended to assert business structure or to control or influence the behavior of the business. (Source: The IBM Guide) cable modem A type of modem that allows people to access the Internet via their cable television service. (Source: FOLDOC) call accounting An information system that records and reports on telephone calls. Call accounting is used by most large companies to control expenses and allocate costs to various departments as well as by hotels, hospitals and other organizations that resell calls to its clientele. (Source: TechWeb.com) call blending The ability to keep a high volume of calls at a constant level by blending incoming with outgoing calls. Some predictive dialers have call blending; they need a dedicated workforce. Call blending automatically transfers staff members between outbound and inbound programs as call volumes change. Some predictive dialers let you choose which workstations will be used for call blending, to avoid training every staff member. call center (1) A company department that handles telephone sales and/or service. Call centers use automatic call distributors (ACDs) to route calls to the appropriate agent or operator. (Source: TechWeb.com) (2) A group or department where employees receive and make high volumes of telephone calls. Call centers can have internal customers - e.g., help desks - or external customers - e.g., customer service and support centers. The call center uses a variety of technologies to improve the management and servicing of the call. (Source: Gartner IT Glossary) (3) A place where calls are answered and made. A call center will typically have lots of people, or agents, an automatic call distributor (ACD), and a computer for order-entry and look-up on customers' orders. It might also have a predictive dialer for making lots of calls quickly. The term has broadened to include help desks and service lines. call center agent (1) The person who handles incoming or outgoing calls. Also referred to as customer service representative (CSR), telephone sales or service representative (TSR), rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant and specialist. (Source: ICMI Call Center Glossary) (2) Although there are many similarities between inbound and outbound work, there are some significant differences. The work of inbound agents is to react to situations: answer phone calls, respond to questions and take messages or orders. Outbound agents are proactive; they need to make things happen: they initiate phone calls; they close sales. For the most part, each group has a different personality type. People who are not familiar with call centers think that an agent can easily do both inbound and outbound calls. However, there are very few agents who can do both. (Source: Peter DeHaan; WatchIT.com™) call load Also referred to as work load. Call load is the product of (average talk time + average after-call work) times call volume, for a given period. (Source: ICMI Call Center Glossary) call processing Executing the procedural steps required to manage and record the resolution of a customer call. Steps may involve logging the call, routing the caller to another group, following up the call, and closing the call. (Source: Help Desk Institute) call tracking (1) In call centers, a term that usually applies to a software package that automates the process of collecting and managing information taken for a support or service call. Programs such as HelpDesk Expert for Customer Service or HelpDesk Expert for IT Support are considered to be call tracking software programs. Customer calls and information can be managed and accessed from anywhere through the Web based design of some help desk products, allowing support staff in multiple locations to assist in finding solutions. (Source: Helpdesk 4 Web.com) callback (1) Traditionally, in a help desk, contact from the agent to a customer regarding an existing ticket. Reasons for the contact may be a follow-up on an existing ticket, to collect additional information, etcetera. (Source: HiddenMind) (2) Increasingly, call centers have more options for customers. If there's a toll-free number, you could call them - and they could call you back. An extension of Web 'self-service' includes Web callback or Web call me back or 'talk-to-me' - or even Web call me back now and Web call me back later. These may be activated by a button on a Web site, and allow the customer to use a form to request a telephone contact at a time the customer specifies. Alternatively, the Web callback request may be for immediate attention, placing the customer in a call center queue. In the largest and most sophisticated contact centers, this request would share the queue with voice mails, e-mails, phone calls, faxes; and other contact methods. (Source: WatchIT.com™) caller ID An enhanced telephone service that allows the recipient of a call to see the telephone number of the person placing the incoming call. capital Assets used to generate income. Also, the net worth of a business, i.e. the amount by which its assets exceed its liabilities. (Source: InvestorWords) capture (1) In telecommunications, to hold an incoming transmission in a buffer, or another reserved memory area. (Source: TechWeb.com) (2) The process of converting an authorized transaction amount into a transaction that can be deposited to your merchant account. In effect, a capture is a request for settlement. A merchant may only capture authorized transactions. The Internet merchant, just like a mail-order merchant, may only capture Internet transactions once they have shipped the product to the shopper. Funds are not immediately available to you after capture; funds are available after settlement. (Source: EDR Payment Services, WatchIT.com™) cell phone The first ubiquitous wireless telephone. Originally analog, cellular systems are fast becoming digital, which is enabling the cell phone to turn into an Internet appliance. Digital cell phone systems are also offered in the PCS band, which is radio spectrum that was auctioned off by the U.S. Government in the mid 1990s. (Source: TechWeb.com) centrex Short for central office exchange service, a type of PBX service in which switching occurs at a local telephone station instead of at the company premises. Typically, the telephone company owns and manages all the communications equipment necessary to implement the PBX and then sells various services to the company. (Source: Webopedia) channel (1) In communications, a communications path between two computers or devices. It can refer to the physical medium or to a set of properties that distinguishes one channel from another. For example, TV channels refer to particular frequencies at which radio waves are transmitted. (2) For IBM PS/2 computers, a channel is the same as an expansion bus. (3) In sales and marketing, the way in which a vendor communicates with and sells products to consumers. (Source: Webopedia) channel system A method of linking customers and intermediaries by means of an integrated communication network, providing instant ordering, better cost analysis, better inventory control, etc. (Source: Montash University) chat (1) A real time conferencing capability between two or more users on a local network (LAN), on the Internet or via a BBS. The chat is accomplished by typing on the keyboard, not speaking. Each keystroke is transmitted as it is pressed. (Source: TechWeb.com) (2) 'Web chat' is the ability for visitors to a customer service site to click on a button and initiate a two-way chat where they can do Q and A with an agent. Or customers may request a 'text chat.' The request is sent over the Internet to a call center; the server puts the request in queue and assigns it to agent, and the chat request pops up on agent's screen. (Source: Peter DeHaan; WatchIT.com™) (3) Web chat is real-time communication between an agent and customer through the transfer of text over the Internet. (Source: Intel Contact Center Technology Glossary) circuit switching (1) A method of routing traffic through a switching center, from local users or from other switching centers, whereby a connection is established between the calling and called stations until the connection is released by the called or calling station. (2) A process that, on demand, connects two or more data terminal equipments (DTEs) and permits the exclusive use of a data circuit between them until the connection is released. (Source for 1 and 2: Glossary of Telecommunication Terms) (3) A communications paradigm in which a dedicated communication path is established between the sender and receiver along which all packets travel. The telephone system is an example of a circuit-switched network. Also called connection-oriented. (Source: FOLDOC) codec (1) A compression algorithm (COmpressor/DECompressor) packaged for use for a specific platform and file format. ADPCM, PCM and GSM are codecs for sound. Indeo, Cinepak and MPEG are codecs for video. (2) A hardware circuit or software routine used to compress and decompress digitized audio, video or images. commodity (1) An economic good. (2) Something useful or valued. (3) One that is subject to ready exchange or exploitation within a market. (Source: WWWebster Dictionary) (4) Any bulk good traded on an exchange or in the cash market. (Source: Investopedia) compatible Able to work together. Two hardware devices, such as a computer and printer, or two kinds of software, can be compatible with each other. Software must also be compatible with the hardware it is used with. (Source: Computer User High-Tech Dictionary) compliance (1) In call center operations, this is the same as adherence to schedule; a general term that refers to how well agents adhere to their schedules. It can include both: a) how much time they were available to take calls during their shifts, including the time spent handling calls and the time spent waiting for calls to arrive - also called availability; and b) when they were available to take calls - also called compliance or adherence. (Source: ICMI Call Center Glossary) (2) In the context of health care, this means accurately following the government's rules on Medicare billing system requirements and other regulations. A compliance program is a self-monitoring system of checks and balances designed to ensure that an organization consistently complies with applicable laws relating to its business activities. (Source: Managed Care Glossary) configure To set up the software or hardware of a computer. A computer can be configured differently for different uses. For example, peripherals or memory can be added or taken away, software can be installed or uninstalled, software preferences can be adjusted for different uses. (Source: ComputerUser.com Hi-Tech Dictionary) contact center Also known as Web-enabled call center. A call center capable of processing inquiries from multiple communications media - such as phone, fax, and VoIP - using the same distribution, queuing, and routing systems. (Source: Intel) contingency planning (1) The development of management plans to be invoked in the event of specified risk events. Examples include the provision and prudent management of a contingency allowance in the budget; the preparation of alternative schedule activity sequences, work-arounds and emergency responses to reduce the impacts of particular risk events; and the evaluation of liabilities in the event of complete project shut down. (Source: Wideman Comparative Glossary of Common Project Management Terms) (2) Business continuity planning, also called contingency planning, determines how a company will keep functioning until its normal facilities are restored after a disruptive event. This encompasses how employees will be contacted, where they will go and how they will keep doing their jobs. (Source: CIO.com) cookie A packet of information sent by a HTTP server to a WWW browser and then sent back by the browser each time it accesses that server. Cookies are typically used to authenticate or identify a registered user of a Web site without requiring them to sign in again every time they access that site. They are also often used to track users' access to a site. cost center Typically a department, unit, or geographical area for which costs can be ascertained and allocated to enable effective control of costs. Normally a cost center attracts no revenue producing income. cost per call Total costs - fixed and variable - divided by total calls for a given period of time. (Source ICMI Call Center Glossary) cross-selling (1) The strategy of using an existing customer base for one product as prospective customers for other products. (Source: InvestorWords) (2) Selling existing products to new branches of an existing customer. customer interaction center People, processes and technologies used to help a company add value to every interaction with a customer or prospect across any channel. data bus An internal pathway across which data is transferred to and from the processor or to and from memory. (Source: TechWeb.com) data conference The sharing of multiple data types. (Source: WatchIT.com™) desktop Term referring to a personal computer. Synonymous with microcomputer, a computer that serves one user. Size is based on its memory and disk capacity. Speed is based on the CPU that runs it. Output quality is based on the resolution of its display screen and printer. With the addition of a modem, it becomes a terminal, capable of retrieving information from other computers and online services worldwide. development (1) The process of creating or adapting software products for the specific needs of their users. (Source: Harcourt, Inc.) (2) A process that includes the following steps: identifying a need, defining the requirements, planning the overall application structure or architecture, developing the code or programming instructions, monitoring progress, and testing results. (Source: Gartner Group, Inc.) (3) The process of analysis, design, coding and testing of software. (Source: FOLDOC) (4) 'Development' is used to refer, collectively, to a group of programmers writing software. (Source: Menlo Innovations) dial-up (1) Dial-up access refers to connecting a device to a network via a modem and a public telephone network. Dial-up access is really just like a phone connection, except that the parties at the two ends are computer devices rather than people. Because dial-up access uses normal telephone lines, the quality of the connection is not always good and data rates are limited. In the past, the maximum data rate with dial-up access was 56 Kbps (56,000 bits per second), but new technologies are providing faster rates. An alternative way to connect two computers is through a leased line, which is a permanent connection between two devices. Leased lines provide faster throughput and better quality connections, but they are also more expensive. (Source: Webopedia) (2) Dial-up line referred to a two-wire line, as found in a dial-up network. Contrast with leased line. A dial-up network is a switched telephone network regulated by the government and administered by common carriers. digital Traditionally, digital means the use of numbers and the term comes from digit, or finger. In telecommunications, recording or computing, digital is the use of a binary code to represent information. Analog signals are encoded digitally by sampling the analog signal many times a second and assigning a number to each sample. In analog transmission, the signal, and the junk it picked up, is simply amplified. In digital transmission, the signal is regenerated, reconstructed, then amplified and sent. digital circuit An electronic circuit that accepts and processes binary data (on/off) according to the rules of Boolean logic: AND, OR, NOT, etc. (Source: TechWeb.com) digital switch A computer that electronically routes digitally encoded messages through a network. Digital switches operate faster, more effectively, and with greater flexibility than analog switched. (Source: Glossary of Telecommunications Terms) digital switching (1) A process in which connections are established by operations on digital signals without converting them to analog signals. (Source: BuyPhone.com Glossary) (2) A connection in which binary-encoded information is routed between an input and an output port by means of time division multiplexing (TDM) rather than with a dedicated circuit. (Source: HansenMedia) dot-com Refers to the period (dot) followed by the abbreviation of the commercial domain (com) at the end of an Internet e-mail or Web address ('.com'). Since the '.com' domain is so widely used, the Internet has become known as the 'dot-com' world, and dot-com companies are those that offer their wares on the Web. Since '.com' addresses are the most popular, Web browsers default to adding the .com to the end of the URL if no other domain, such as '.org,' '.net,' or '.edu' is typed in. (Source: TechWeb.com; WatchIT.com™) downtime Time during which a computer is nonfunctional because of problems with hardware or system software. (Source: Computer Currents High-Tech Dictionary) e-business Electronic business. Business conducted on the Internet, not only buying and selling but also servicing customers and collaborating with business partners. Today, major corporations are rethinking their businesses in terms of the Internet and its new culture and capabilities. Companies are using the Web to buy parts and supplies from other companies, to collaborate on sales promotions and to do joint research. e-commerce The completion of end-to-end business transactions electronically over digital networks. Electronic commerce, or e-commerce, is the technology that allows trading partners to exchange business-related data over the Internet. Trading partners need not have any prior relationship, but can simply use the openness of the Internet to exchange information electronically, and in more sophisticated applications, funds. e-mail The electronic transmission of memos and messages over a network. Users can send mail to a single recipient or broadcast it to multiple users. An e-mail system requires a messaging system, which provides store-and-forward capability, and a mail program that provides the user interface with its send and receive functions. e-services Touted by Hewlett-Packard as 'Chapter Two of the Internet,' e-services are envisioned as assets or resources that can be used by people, businesses and other e-services to create new revenue streams and efficiencies. E-services are expected to communicate seamlessly with each other, triggering other services and applications when needed. Delivery will be available via Web sites and any appliance that contains a microchip, such as a TV, cell phone, pager, or car dashboard. Certain services will be initiated by software or human intervention, while others will operate unobtrusively in the background. (Source: Business 2.0) envelope strategy A strategy whereby enough agents are scheduled for the day or week to handle both the inbound call load and other types of work. Priorities are based on the inbound call load. When call load is heavy, all agents handle calls, but when it is light, some agents are reassigned to work that is not as time-sensitive. (Source: ICMI Call Center Glossary) escalation In a call center, an escalation plan specifies actions to be taken when the queue begins to build beyond acceptable levels. (Source: ICMI Call Center Glossary) firewall Hardware and/or software that splits a network into two physical pieces to prevent traffic in one segment from crossing over to another. They are used to limit the exposure of computers on the network to unauthorized access, including attack or infiltration by external computers. They may also be used to improve network traffic. A firewall may be implemented in a router, or it may be a device specialized for such purposes. first call/contact resolution Resolution of a request by one source, made during the initial contact between the technical analyst - tier 1 support - and the customer. (Source: HiddenMind.com) first-level support Typically, the first group of agents in a call canter or contact center to attempt to provide customers with needed information or resolve their problems. First-level support groups are generally staffed by technical generalists who are expected to resolve a high percentage of common problems. (Source: Help Desk Institute) frame relay A high-speed packet switching protocol used for wide area networks (WANs). It is faster than traditional X.25 networks, because it was designed for today's reliable circuits and performs less rigorous error detection. It provides for a granular service up to DS1 rates of 1.544 Mbps, and frame relay networks support data transfer speeds up to DS3 rates of 44.736 Mbps. It is suitable for data and image transfer, but because of its variable-length packet architecture, it is not the most efficient technology for real-time voice and video. fulfillment Systems necessary to deliver a sales order. (Source: Moneywords.com/ Glossary) granularity The size of the units of code under consideration in some context. The term generally refers to the level of detail at which code is considered. It is also often used to describe the flexibility of a computer system. The more granularity (grains or granules), the more customizable or flexible the system. help desk A business-support function that provides services or products - but most frequently technical assistance - to end users. A department within a company that responds to a user's technical question. Questions and answers can be delivered by telephone, e-mail, BBS, or fax. Help desk software is available that makes it easier for the people running the help desk to quickly find answers to common questions. For enterprise-wide services, the costs may be charged back internally. heuristic A rule of thumb, simplification or educated guess that reduces or limits the search for solutions in domains that are difficult and poorly understood. Unlike algorithms, heuristics do not guarantee solutions. historical data (1) A list of the user's actions within a program, such as commands entered in an operating system shell, menus passed through using Gopher, or links followed using a Web browser. (Source: TechWeb.com) (2) Past information about a company, used to help forecast the future price of a stock or index futures contract; for example, historical price and historical volume. (Source: Market Volume) historical reports (1) Historical reports are reports that track call center and agent performance over a period of time. Historical reports are generated by ACDs (automatic call distributors), third party ACD software packages, and peripherals such as VRUs (voice response units) and call detail recording systems. The amount of history that a system can store varies by system. (Source: ICMI Call Center Glossary) (2) Historical data is data collected at five-minute and half-hour intervals and stored in the ACD (automatic call distributor) central database. (Source: Eyretel Call Center Glossary) hot swap To pull out a component from a system and plug in a new one without turning the power off. Redundant systems can be designed to swap drives, circuit boards, power supplies, virtually anything that is duplexed within the computer. The process of replacing a failed component while the rest of the system continues to function normally. hub A device used to connect several computers together. It is the hub that exchanges messages between both local and nonlocal computers. hybrid Combining two different technologies or systems. (Source: ComputerUser.com High-Tech Dictionary) implementation (1) Computer system implementation is the installation of new hardware and system software. (2) Information system implementation is the installation of new databases and application programs and the adoption of new manual procedures. inbound agent (1) A call center agent handling inbound calls. Although there are many similarities between inbound and outbound work, there are some significant differences. The work of inbound agents is to react to situations: answer phone calls, respond to questions and take messages or orders. Outbound agents are proactive; they need to make things happen: initiate phone calls and close sales. For the most part, each group has a different personality type. People think that an agent can easily do both inbound and outbound calls. However, there are very few agents who can do both. (Source: Peter DeHaan; WatchIT.com™) (2) The person who handles incoming or outgoing calls. Also referred to as customer service representative (CSR), telephone sales or service representative (TSR), rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant and specialist. (Source for 2: ICMI Call Center Glossary) inbound call center Refers to a call center that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales. An outbound center is one that does mainly outgoing telemarketing. Inbound is the biggest component of call center traffic these days, though outbound represents the area of largest projected growth in the next few years. In truth, the majority of centers contain some element of both inbound and outbound. (Source: Call Center news.com) incentive (1) In learning theory, an object, person or situation that an individual believes will satisfy a motive. (2) In selling, any bonus, reward, contest, recognition program, etc. intended to motivate members of a sales team to greater efforts. (Source: Montash University) (3) Incentivized traffic describes Web site visitors who have received some form of compensation for visiting a site. (Source: Marketing Terms.com) infrastructure IT infrastructure is the underlying technological components that constitute an organization's systems architecture. The seven components of IT infrastructure are hardware, operating system, network, database, development environment, user interface and application. (Source: Gartner Group, Inc.) integration (1) The process of bringing all parts together into a whole. (Source: WordSmyth.net) (2) The process of connecting an information structure such as a database - back end - to a visual template or interface - front end. (Source: The Motive Internet Glossary) (3) The extent to which components of the production process are inextricably linked. A software design concept that allows users to move easily between applications. (Source: PERA Enterprise Integration and Communications Systems Glossary) intra-LATA Describes telecommunications services that originate and end within a single local access and transport area, or LATA. (Source: HansenMedia) intrastate long distance Long distance calls that originate and terminate within the same state. (Source: Worldcom D Street) laptop A portable computer that has a flat screen and usually weighs less than a dozen pounds. It uses AC power and/or batteries. Most have connectors for an external monitor and keyboard transforming them into desktop computers. layer (1) Communication networks for computers may be organized as a set of more or less independent protocols, each in a different layer - or level. The lowest layer governs direct host-to-host communication between the hardware at different hosts; the highest consists of user applications. Each layer builds on the layer beneath it. For each layer, programs at different hosts use protocols appropriate to the layer to communicate with each other. TCP/IP has 5 layers of protocols; OSI has 7. (2) In graphics programs, layers maintain elements on separate 'canvases' for greater control. When one element is finally placed on top of another, it cannot be removed without leaving a blank space in its stead. Elements can be freely moved under and over each other; each original element is maintained within its own layer. A composite of layers is used as a final image, but the original layered images can be maintained for further editing. (Source for 2: TechWeb.com) lead A person or organization that has shown an interest in a particular product or service. 'Lead' can also be used to describe a person or organization that sales or marketing staff feels may have a need for a particular product or service. (Source: Justsell.com - The Sales Glossary) learning curve (1) A graph showing some measure of the cost of performing some action against the number of times it has been performed. The curves are usually steep to start with and then level out. Marketroids often misuse the term to mean the amount of time it takes to learn to use something - 'reduce the learning curve' - or the ease of learning it - 'easy learning curve'. The phrase 'steep learning curve' is sometimes used incorrectly to mean 'hard to learn' - whereas, of course. it implies rapid learning. (Source: FOLDOC) (2) The learning curve represents the outcome of experience when developing a product. As a group becomes more experienced, it is able to develop a better product, or develop products more efficiently at reduced cost. The learning curve highlights first-mover advantage: later entrants have a difficult time overcoming the experience advantage as first-movers release additional versions of the product. (Source: E-Commerce and Marketing Dictionary of Terms) legacy Refers to critical enterprise functions, particularly aging data processing or telecommunications elements, including equipment, software, files, paperwork - built upon aging technology. A mainframe or minicomputer information system that has been in existence for a long time is a typical example. Technology advances regularly raise the question of whether to junk or update legacy elements. A legacy application describes a critical enterprise application built upon aging technology. A legacy system describes a computer system or application that continues to be used because of the prohibitive cost of replacing or redesigning it despite its poor competitiveness and compatibility with modern equivalents. If the legacy software only runs on antiquated hardware, the cost of maintaining this system may eventually outweigh the cost of replacing both the software and hardware, unless some form of emulation or backward compatibility allows the software to run on new hardware. log off To end an online session with a computer or network. This is usually accomplished by typing 'logoff' or 'logout.' (Source: HansenMedia) mainframe A name given to a large computer system. The name was derived in the 1960s to refer to the main processor's cabinet. matrix (1) A two-dimensional array; that is, an array of rows and columns. (2) The background area of color display. messaging system Software that provides an electronic mail delivery system. It is comprised of the following functional components, which may be packaged together or independently. The mail user agent (MUA or UA) is the client e-mail program, such as Eudora or Outlook, that submits and receives the message. The message transfer agent (MTA) forwards the message to another mail server or delivers it to its own message store (MS). Sendmail is widely used on the Internet. In a large enterprise, there may be several MTA servers (mail servers) dedicated to Internet e-mail while others support internal e-mail. The message store (MS) holds the mail until it is selectively retrieved and deleted by an access server. In the Internet world, a delivery agent writes the messages from the MTA to the message store, and typical access servers are either POP or IMAP servers. Internet e-mail, the most ubiquitous messaging system in the world, is based on the SMTP protocol. (Source: TechWeb.com) metric A measurement. Although metric generally refers to the decimal-based metric system of weights and measures, software engineers often use the term as simply 'measurement'. For example, 'Is there a metric for this process?' Software metrics use numerical ratings to measure the complexity and reliability of source code, the length and quality of the development process, and the performance of the application when completed. Software metrics, or software measurement, refers to using numerical ratings to measure the complexity and reliability of source code, the length and quality of the development process, and the performance of the application when completed. (Source: TechWeb.com) middleware (1) Software that mediates between an application program and a control program or network. It manages the interaction between applications across the heterogeneous computing platforms. (2) Software that functions as a conversion or translation layer; may refer to software that sits between an application and a control program - OS, network control program, DBMS - and provides a single programming interface for the apps to be written to. The app will run in whatever environments the middleware does. (Source: Binghamton University) monitoring (1) In a call canter context, also called silent monitoring, position monitoring or service observing; the process of listening to agents' telephone calls for the purpose of maintaining quality. Monitoring can be: a) silent, where agents don't know when they are being monitored; b) side-by-side, where the person monitoring sits next to the agent and observes calls; or c) record-and-review, where calls are recorded and then later played back and assessed. (Source: ICMI Call Center Glossary) (2) Silent monitoring is a process that permits a supervisor to listen to both sides of a conversation including an agent and a caller. Used for determining training needs and performance quality. Neither agent nor caller is aware that the monitoring is taking place. (Source: The Call Center School) multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including: a) multiple I/O channels between the CPU and peripheral devices; b) multiple wires in a cable; c) multiple 'logical' channels within a single wire or fiber; or d) multiple execution paths in a CPU that provide multiprocessing. (Source: TechWeb.com) multimedia Disseminating information in more than one form. Includes the use of text, audio, graphics, animated graphics and full-motion video. natural language Refers to a human language as opposed to a computer language. While computer languages such as C++ or Java are very structured and designed to be clear in meaning to a parser, natural languages evolved over thousands of years and took on characteristics like accents, slang, inflection, local terminology and meaning of words and phrases in context. The understanding and use of natural languages is a much harder problem for computers than understanding computer languages. (Source: Geek.com) network (1) A set of hardware and software data-communication systems (generally computers) whose members are interconnected. Networks are often classified according to their geographical extent: local area network (LAN), metropolitan area network (MAN), wide area network (WAN), and also according to the protocols used. (2) The transmission channels interconnecting all client and server stations as well as all supporting hardware and software. network connection A network connection is any logical or physical path from one host to another that makes possible the transmission of information from one host to the other. (Source: Lynn Wheeler Security Glossary) nonproprietary Not protected by trademark or patent or copyright. Nonproprietary products are in the public domain and anyone can produce or distribute them. (Source WordNet Vocabulary Helper) occupancy Also referred to as agent utilization; the percentage of time agents handle calls versus wait for calls to arrive. For a half-hour, the calculation is: (call volume x average handling time in seconds) divided by (number of agents x 1,800 seconds). (Source: ICMI Call Center Glossary) off-peak (1) The hours during which a system is least used. In cellular phone systems, off-peak time is usually defined as being 7:00 p.m. to 7:00 a.m., as well as weekends and holidays. Rates are usually lowest during this period. (Source: Source: Baycom Inc.) (2) In call/contact centers, periods of time other than the center's busiest periods. Off-peak times are used to accomplish non-phone work in most centers. Term also used to refer to discount time periods by telecommunications carriers. (Source: The Call Center School) offline Any equipment not actively connected to a phone line but which can be activated to work when that system is offline. This concept also applies to computer systems. For example, a modem attached to or built into a microcomputer can be plugged permanently into a phone line. But the microcomputer can be used for word processing most of the time. While it's doing word processing, it is 'offline.' When the user loads the communications software and turns on the modem, the microcomputer is now said to be 'online'. on the fly (1) Same as dynamic. Operations performed 'on the fly' are based on decisions made while a program is running rather than beforehand. The expression, 'buffers are dynamically created' means that space is created when actually needed. The expression 'data is compressed onto the disk dynamically' means that the compression algorithms are being applied when the data is being written. (Source: TechWeb.com) (2) Describes the way a Web (HTML) page is both 'built' and 'served.' Pages built 'on the fly' usually contain dynamic content - information that changes frequently, sometimes as often as each time the page is requested and loaded. The opposite of dynamic is 'static' or 'flat' Web pages and files. These can only be altered by editing the original HTML file. This method - also referred to as hard coding - means the page must be manually opened in an HTML or text editor and changed in order for the content on the page to change. (Source: NetLingo.com) online (1) Turned on and connected. For example, printers are online when they are ready to receive data from the computer. You can also turn a printer offline. While the printer is offline, you can perform certain tasks such as advancing the paper, but you cannot send data to it. Most printers have an online button you can press to turn the machine on- or offline. (Source: Webopedia) (2) Available for immediate use. It typically refers to being connected to the Internet or other remote service. When you connect via modem, you are online after you dial in and log on to your Internet provider with your username and password. When you log off, you are offline. With cable modem and DSL service, you are online all the time. (Source: TechWeb.com) open standards Publicly available specifications for achieving a specific task. By allowing anyone to use the standard, they increase compatibility between various hardware and software components since anyone with the technical know-how and the necessary equipment to implement solutions can build something that works together with those of other vendors. Many standards are proprietary rather than being open, and must be licensed from the organization that owns the standard. (Source: Wikipedia) outbound agent (1) A call center agent handling outbound calls. Although there are many similarities between inbound and outbound work, there are some significant differences. The work of inbound agents is to react to situations: answer phone calls, respond to questions and take messages or orders. Outbound agents are proactive; they need to make things happen: initiate phone calls and close sales. For the most part, each group has a different personality type. People think that an agent can easily do both inbound and outbound calls. However, there are very few agents who can do both. (Source: Peter DeHaan; WatchIT.com™) (2) The person who handles incoming or outgoing calls. Also referred to as customer service representative (CSR), telephone sales or service representative (TSR), rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant and specialist. (Source for 2: ICMI Call Center Glossary) outbound call center (1) Refers to a call center that does mainly outgoing telemarketing. An inbound call center handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales. Inbound is the biggest component of call center traffic these days, though outbound represents the area of largest projected growth in the next few years. In truth, the majority of centers contain some element of both inbound and outbound. (Source: Call Center news.com) (2) Describes a call center in which the agents make outgoing calls rather than wait for incoming calls. Outbound call centers perform many tasks, such as telesales, follow-up support, and opinion surveys, to name a few. (Source: AllWords.com) outsourcing (1) Also 'sourcing': entrusting a business process to an external service provider for a significant period of time. Sometimes the process is one that has historically been performed by a vertically integrated enterprise, such as data processing. More recently, outsourcing defines the services sector for those services that were not part of the vertically integrated enterprise, such as telecommunications, Web site hosting, transportation services, logistics and professional services of regulated professionals. Allegedly a more modern term for facilities management. (Source: Outsourcinglaw.com) (2) To outsource is to send out (work, for example) to an outside provider or manufacturer in order to cut costs. (Source: Dictionary.com) packet switching A networking technology that breaks up a message into smaller packets for transmission and switches them to their required destinations. Unlike circuit switching, which requires a constant point-to-point circuit, each packet contains a destination address. Packets in a message can be dynamically routed over the network as circuits become available, then reassembled into their proper sequence by the destination computer. The international standard for wide area packet switching networks is X.25. packet-based A type of information-transfer procedure based on a unit of information transmitted as a whole from one device to another on a network. (Source: support.microsoft.com) peak time (1) The hours of heaviest usage of the cellular phone system. Peak time is usually defined as being between 7:00 a.m. to 7:00 p.m., Monday through Friday. (Source: Baycom Inc.) (2) In call/contact/support centers, help desks, etc., peak periods are the times of the day, or days of the week, when the center receives a predictably higher than average number of service requests. (Source: Help Desk Institute) peaked call arrival A surge of traffic beyond random variation. It is a spike within a short period of time. (Source ICMI Call Center Glossary) pilot test An initial or small-scale effort designed to test an idea or working approach. Pilot projects are usually undertaken with the intention of replicating or widening the scale of implementation at a later stage. (Source: Open Society Institute) poll (1) In data communications, an individual control message from a central controller to an individual station on a multipoint network inviting that station to send if it has any traffic to send. (2) To check the status of an input line, sensor, or memory location to see if a particular external event has been registered. (Source for 2: FOLDOC) (3) In electronic collaboration systems, polling is a feature that allows users to survey or query other members of a project team, often in real time. (Source: eRoom, WatchIT.com™) predictive dialing Rather than having operators review records, select people to call, find and dial their numbers, wait for the connection, and update the records after each call, predictive dialing uses complex mathematical algorithms to automate this process. The result is often productivity increases of 200% to 300%. Also called computer-aided dialing. proprietary Privately owned and controlled. In the computer industry, the opposite of open. A proprietary design or technique is owned by a company, and implies that the company has not divulged specifications that would allow other companies to duplicate the product. Increasingly, proprietary architectures are seen as a disadvantage. Consumers prefer open and standardized architectures, allowing them to mix and match products from different manufacturers. (Source: Webopedia) protocol (1) Data structures and rules for interactions between systems. (2) A procedure for adding order to the exchange of data: a specific set of rules, procedures or conventions relating to format and timing of data transmission between two devices. (3) The special set of rules of communication that the terminals or nodes (and related software) in a telecommunication connection use when they send signals back and forth. (4) A set of procedures in telecommunications connections that the terminals or nodes use to send signals back and forth. Transmission control protocol/internet protocol (TCP/IP) is the standard protocol for the Internet and related networks such as intranets and extranets. Local-area networks (LANs) often rely on a different protocol. Networks and systems cannot communicate unless they use the same protocol or make use of a gateway. (Source for 4: IT Glossary) pure play A company devoted to only one line of business, or a company whose stock price is highly correlated with the fortunes of a specific investing theme or niche. (Source: InvestorWords) query (1) To interrogate a database - count, sum and list selected records - in order to retrieve data. Contrast with report, which is usually a more elaborate printout with headings and page numbers. The report may also be a selective list of items; hence, the two terms may refer to programs that produce the same results. (2) The process by which a Web client requests specific information from a Web server, based on a character string that is passed along. A query typically takes the form of a database search for a particular keyword or phrase. queue A stream of tasks waiting to be executed. A series of calls or messages waiting for connection to a line. real time (1) Occurring immediately. The term is used to describe several different computer features. For example, real-time operating systems respond to input immediately. They are used for tasks in which the computer must react to a steady flow of new information without interruption. Most general-purpose operating systems are not real-time because they can take a few seconds, or even minutes, to react. Real time can also refer to events simulated by a computer at the same speed that they would occur in real life. (Source: Webopedia) (2) Real-time is used as an adjective to mean: responding without delay to user input. (3) With respect to computer-simulated events, real time means: occurring at the same speed as the true event would. redundancy Backup components used to ensure uninterrupted operation of a system in case of failure. (Source: Butterfly Glossary) remote server Any server that is situated in a different location than the network machines that it services. reporting (1) The output from a database. A report is organized according to specifications that were defined in response to a user's query. (Source: HansenMedia) (2) In call/contact centers, the term 'application based routing and reporting' refers to the capability of the ACD (automatic call distributor) to route and track transactions by type of call, or application - e.g., sales, service, etcetera - versus the traditional method of routing and tracking by trunk group and agent group. (Source: ICMI Glossary) response time The time it takes a system to react to a given input. retention Involves converted customers conducting repeat transactions. A customer may be considered retained if he or she visits the site frequently, purchases products regularly, or posts comments in discussion groups repeatedly. Retention is highly time-dependent. A user is reached at one point in time, becomes a prospect at another point in time, and then buys, becoming a customer. Then that customer buys a second product two weeks later. Is this person considered retained? Some high-churn businesses may not consider someone retained until his or her third or fourth purchase within a given time window. (Source: NetGen.com) (2) The continued sale of existing products to customers who have purchased those products in the past. rework (1) Noun: action taken on nonconforming product so that they will meet specified requirements. (Source: Adams Six Sigma - Six Sigma TQM Terms and Definitions) (2) Verb: to alter or refashion something in order to use it again. (Source: AllWords.com) rich media Presentations that communicate their messages using a combination of media; a rich media presentation may include text, graphics, animation, sound, video, etc. (Source: ComputerUser.com High-Tech Dictionary) robust Describes software and hardware that works properly under normal and abnormal conditions. routing In internetworking, the process of moving a packet of data from source to destination. Routing is usually performed by a dedicated device called a router. Routing is a key feature of the Internet because it enables messages to pass from one computer to another and eventually reach the target machine. (Source: Webopedia) scalability (1) The ability to expand. Scalability implies minimal change in current procedures in order to accommodate growth. It should give users the flexibility to implement their own solutions, today or over time, on machines that meet their performance needs. (2) To scale is to resize a device, object or system, making it larger or smaller. The term is widely used to refer to the expansion capability of hardware or software. (3) To scale is to change the representation of a quantity in order to bring it into prescribed limits of another range. For example, values such as 1249, 876, 523, -101 and -234 might need to be scaled into a range from -5 to +5. (3) To scale is to designate the position of the decimal point in a fixed or floating point number. (Source for 2, 3, 4: TechWeb.com) screen pop (1) In a call center, when a call is delivered to an agent via the telephone, relevant information about the call, whether provided by network signaling or through IVR (interactive voice response) interaction, is delivered to the agent at the same time via the workstation. (2) (1) Originally a call center term, 'pop-up' is now being applied more widely in communications, particularly Web-based. Pop-up refers to a button that displays, on demand, several items from which you can choose - by clicking on it, for example. In effect, this is a list box that you don't see until you push the button. With many newer phone systems, when your phone rings, contact management software can receive the calling phone number and automatically pop up the screens about your contact; this is known as a screen pop. screen scraper (1) Also called frontware, it is software that adds a graphical user interface to character-based mainframe and minicomputer applications. The screen scraper application runs in the personal computer that is used as a terminal to the mainframe or mini via 3270 or 5250 emulation. (2) Software that allows a PC to intercept character-based data from a mainframe - often presented in a green screen - and present it in an easier to understand graphical user interface (GUI ). Newer screen scrapers present the information in HTML, so it can be accessed with a browser. (Source for 2: Webopedia) seamless Denotes a smooth transition in any case, e.g. file transfer, data backup, etc. segmentation (1) Refers to segmenting - or banding - customers by revenue, demographics or product affinities, and identifying key attributes of that segment that explain certain behaviors. A customer segment is a list of customers with specific characteristics that can be saved to determine their behavior over time. They can also be treated as target lists and associated with campaigns. (Source: MicroStrategy) (2) The process of dividing a market into groups that display similar behavior and characteristics. On the Web, segmentation is useful not just to marketers but to site designers as well, since the segments they track - IE vs. Netscape, first-timer vs. repeat visitor, domestic vs. international - shape the way they develop and deploy their Web sites. (Source: Learn Marketing, Lycos) (3) The division of large or mass markets into increasingly narrow and better-defined markets. serial port A connector on a computer in which a serial line connects peripherals that use a bitstream protocol. The usual configuration is a DB-25 connector carrying RS-232 signals. It is also known as a com port and is typically connected to a universal asynchronous receiver-transmitter (UART) integrated circuit (IC) that converts between serial and parallel formats. (Source: HansenMedia) service level In a call center, also called telephone service factor, or TSF; the percentage of incoming calls that are answered within a specified threshold: 'X% of calls answered in Y seconds.' (Source: ICMI Call Center Glossary) shopping cart A shopping mall on the Internet is an online shopping center that links a home page to hundreds or thousands of online storefronts. The 'mall' generally handles the financial transactions for all merchants, so that a customer does not have to enter duplicate name and address information at each store. Items can literally be placed into an online shopping cart and paid for at one time by credit card, e-cash or other digital money method. silo (1) Also: functional silo, silo application. 'Mechanistic,' as opposed to 'organic' business organization. Where functional silos get in the way of completing the assigned tasks, the solution may be to move to a 'business unit' approach, in which all the functions are integrated. This allows closer contact among functional experts, which helps resolve unanticipated problems by eliminating some organizational barriers. (2) The FIFO input-character buffer in an EIA-232 serial line card. So called from DEC terminology used on DH and DZ line cards for the VAX and PDP-11, presumably because it was a storage space for fungible stuff that went in at the top and came out at the bottom. (Source for 2: FOLDOC) skills-based routing (SBR) (1) The capability of an automated call distributor, or ACD, to match a caller's specific needs with an agent that has the skills to handle that call, on a real-time basis. (Source: ICMI Call Center Glossary) (2) The capability to route calls to agents based on the skills those agents have. You can construct skill groups that contain agents who share a common set of skills. You can also assign priorities to the skills in each agent profile. An agent might have a priority 1 assignment for handling calls from Spanish-speaking callers; that same agent might have a priority 3 assignment for handling sales calls. Calls can be routed to the skill group that has the appropriate level of expertise to handle the call. The ICR (intelligent call routing) implements skills-based routing at the network level rather than just within a peripheral. This allows the ICR to examine skill groups on all peripherals before deciding where to route the call. (Source: eyretel.com) snail mail Regular postal service mail, which is slower than electronic mail. (Source: ComputerUser High-Tech Dictionary) speech recognition The field of computer science that deals with designing computer systems that can recognize spoken words. Note that voice recognition implies only that the computer can take dictation, not that it understands what is being said. Comprehending human languages falls under a different field of computer science called natural language processing. (Source: Webopedia) standard An agreed-upon set of specifications that define interfaces, protocols, etc., for hardware or software. Agreeing upon standards makes it possible for different manufacturers to create products that are compatible with each other. Standards may be set by official standards organizations, or they may be unofficial standards that are established by common use. (Source: ComputerUser.com High-Tech Dictionary) streaming video (1) Video transmission over a data network. The term implies a one-way transmission to the viewer, in which both the client and server software cooperate for uninterrupted motion. The client side buffers a few seconds of video data before it starts sending it to the screen, which compensates for momentary delays in packet delivery. Videoconferencing, on the other hand, requires real-time two-way transmission for effective results. (Source: TechWeb.com) (2) A sequence of moving images that are sent in compressed form over the Internet and displayed by the viewer as they arrive. (Source: CityU Image Processing Lab) subset A set that is included in another set, which is called a superset. The superset has all the characteristics of the subset and additional characteristics. (Source: ComputerUser.com High-Tech Dictionary) suite (1) A group of things forming a unit or constituting a collection (Source: WWWebster Dictionary) (2) A group of software products packaged and sold together, usually having a consistent look and feel, a common installation, and shared macros; a group of procedures that work cooperatively. (Source: Dictionary.com) (3) A test suite is a set of machines configured as platforms for testing a Web site; these machines should represent the client-side environments of the majority of the site's audience. (Source: philosophe.com) support (1) To have a specific functionality. For example, a word processor that supports graphics is one that has a graphics component. An operating system that supports multiple users is one that enables several users to run programs at the same time. (2) Short for customer support, the assistance that a vendor offers to customers. (Source: Webopedia) switch (1) In networks, a device that filters and forwards packets between LAN segments. Switches operate at the data link layer (layer 2) of the OSI Reference Model and therefore support any packet protocol. LANs that use switches to join segments are called switched LANs or, in the case of Ethernet networks, switched Ethernet LANs. (Source: Webopedia) (2) A network switch is a computer networking device that connects LAN segments. It was developed from the electronic hub where the hub provided a central nodal device for a star configured network. In a shared hub, all star network connections receive a broadcast frame. The switch connects Ethernet or Token Ring segments together as needed based on the MAC address and the connections are maintained only as long as data is being transmitted. This point-to-point approach allows the switch to connect multiple pairs of segments at a time allowing more than one computer to transmit data at a time. (Source: Wikipedia) switched network (1) A network in which a temporary connection is established from one point to another for either the duration of the session (circuit switching) or for the transmission of one or more packets of data (packet switching). (2) The international dial-up telephone system. (Source: TechWeb.com) systems integration Assembling multiple components so they can work together as a system. (Source: ComputerUser.com High-Tech Dictionary) talk time The time an agent spends with a caller during a transaction. Includes everything from 'hello' to 'goodbye.' (Source: ICMI Call Center Glossary) talk-to-me (1) As Internet service provider or product vendor may host a Web site that includes a 'talk-to-me' function, where users are able to click on a Web site button to speak with contact center agents. (Source: InternetWeek.com) (2) Increasingly, call centers have more options for customers. If there's a toll-free number, you could call them - and they could call you back. An extension of Web 'self-service' includes Web callback or Web call me back or 'talk-to-me' - or even Web call me back now and Web call me back later. These may be activated by a button on a Web site, and allow the customer to use a form to request a telephone contact at a time the customer specifies. Alternatively, the Web callback request may be for immediate attention, placing the customer in a call center queue. In the largest and most sophisticated contact centers, this request would share the queue with voice mails, e-mails, phone calls, faxes; and other contact methods. (Source: WatchIT.com™) telco A.k.a. telecom, it is short for telecommunication company. (Source: Netlingo) telecommunications (1) Telecommunications; the transmission of information over a communications line. Telecommunications can include use of a modem, fax, telephone line, etc., to send voice, data, text, images, or video over long distances. (Source: ComputerUser.com High-Tech Dictionary) (2) Pertaining to the telecommunications industry. Usually used with device or in place of device. Any sort of telecommunications device. (Source: Computer Telephony & Electronics Dictionary and Glossary) (3) Refers to the industry and hardware involved with telephones. (Source: Geek.com) (4) Communicating information, including data, text, pictures, voice and video. Commonly used facilities include telephones, teletypewriters, facsimile equipment, cables and switches, used for various modes of transmission, such as digital data, audio signals, image and video signals. telemarketing Marketing and sales conducted via the telephone. Incoming telemarketing is largely run through 800 toll-free IN-WATS numbers and local FX (foreign exchange) lines. Outgoing telemarketing is organized over OUT-WATS lines. Telecom gadgetry is being developed to automate telemarketing, including outbound dialers, voice-processing technology and call distributors. Tone recognition, voice detection, and transaction audiotex and transaction processing capabilities of voice processing enhance telemarketing applications. telephony Technology associated with the electronic transmission of voice, fax, or other information between distant parties using systems historically associated with the telephone. With the arrival of computers and the transmittal of digital information over telephone systems, the distinction between telephony and telecommunication has become difficult to make. However telephony connotes voice or spoken and heard information predominantly, and usually assumes a point-to-point (rather than a broadcast) connection. (Source: Cisco) text chat (1) When a person requests a 'text chat,' their request is sent over the Internet to call center; the server puts request in queue and assigns it to agent; text chat request pops up on agent’s screen. (Source: Peter DeHaan; WatchIT.com™) (2) 'Web chat' is the ability for visitors to a customer service site to click on a button and initiate a two-way chat where they can do Q and A with an agent. (Source: Peter Shurman; WatchIT.com™) (3) 'Web chat' is real-time communication between an agent and customer through the transfer of text over the Internet. (Source: Intel Contact Center Technology Glossary) (4) 'Chat' is a real-time conferencing capability between two or more users on a local network (LAN), on the Internet or via a BBS. The chat is accomplished by typing on the keyboard, not speaking. Each keystroke is transmitted as it is pressed. (Source: TechWeb.com) toll-free service Enables callers to reach a call center out of the local calling area without incurring charges. 800 and 888 service is toll-free. In some countries, there are also other variations of toll-free service. For example, with 0345 or 0645 services in the United Kingdom, callers are charged local rates and the call center pays for the long distance charges. (Source: ICMI Call Center Glossary) transmission Transfer of data over a communications channel. trunk A communications channel between two points. The word can also refer to large-bandwidth telephone channels between major switching centers that transmit simultaneous voice and data signals. turnover (1) For a company, the ratio of annual sales to inventory; or equivalently, the fraction of a year that an average item remains in inventory. Low turnover is a sign of inefficiency, since inventory usually has a rate of return of zero; here also called inventory turnover. (2) For a mutual fund, the number of times per year that an average dollar of assets is reinvested. (Source: InvestorWords) ubiquitous Existing or being everywhere at the same time: constantly encountered. (Source: Merriam-Webster Online) unified messaging (1) Allowing e-mail messages, faxes and voice mail to be received, reviewed and responded to by a common unified system. (Source: Peter DeHaan; WatchIT.com™) (2) Messaging application able to handle multiple media types. A system capable of storing, retrieving and acting on e-mail notification, voice messages and fax messages with the same, unified interface. A mixed-media messaging control mechanism with either a TUI (telephone user interface) and/or computerized 'inbox' for retrieving and sending mixed-media messages. (Source: SpeechSoft, Inc.) (3) Combines e-mail, fax and voice messaging using a single directory accessed by a common set of management tools; provides access to any message, anytime, anywhere, on any device. (Source: unifiedmessaging.com) (4) Provides users with a single inbox for their voice, fax and e-mail messages, which they can access by e-mail software, fixed or mobile telephone, Web-based e-mail, etc. (Source: Cable & Wireless) unit-of-sales method A method of preparing an advertising budget on the basis of the unit, or number, of sales rather than dollar amounts, with a fixed sum set aside for each unit expected to be sold. (Source: retailindustry.about.com) up-selling Also: customer penetration: Selling new and/or improved products to pre-existing customers. virtual Not real. The term virtual is popular among computer scientists and is used in a wide variety of situations. In general, it distinguishes something that is merely conceptual from something that has physical reality. For example, virtual memory refers to an imaginary set of locations, or addresses, where you can store data. It is imaginary in the sense that the memory area is not the same as the real physical memory composed of transistors. The opposite of virtual is real, absolute, or physical. (Source: Webopedia) voice detection (1) Predictive dialing selects the person to be called from a database and dials the number utilizing voice detection technology to differentiate a live voice from an answering machine. (Source: ChaseData Corporation) (2) The ability of a modem to detect whether a computer answers the phone, or whether it is a human voice. (Source: Kenneth M. Weiss, Jr. Homepage, Baldwin Wallace College) voice form Conceptually, a voice form is taking a paper form and translating it into IVR. How a voice form works is it will play a prompt, allow the caller to respond and after the caller stops talking, it will proceed to the second prompt. (Source: Peter DeHaan; WatchIT.com™) voice logging Automatic recording of telephone and radio voice transmissions. (Source: Commercial Electronics Corporation) voice mail Computerized telephone answering system that digitizes incoming voice messages and stores them on disk. It usually provides auto attendant capability, which uses prerecorded messages to route the caller to the appropriate person, department or mail box. voice portal (1) A combination of the World Wide Web and the telephone. It understands your spoken requests, searches the Web for the information you ask for and then relays it to you using a synthesized voice. (Source: www.quinion.com World Wide Words) (2) Services that provide voice-activated Web-like services including stock quotes, traffic information, weather or movie tickets to people calling a 1-800 number. (Source: Texas Department of Information Resources, Internet Access Issues Involved in Electronic Government) voice recognition The field of computer science that deals with designing computer systems that can recognize spoken words. Note that voice recognition implies only that the computer can take dictation, not that it understands what is being said. Comprehending human languages falls under a different field of computer science called natural language processing. (Source: Webopedia) wave (1) A file format developed by Microsoft and used extensively in MS Window for playing sound files. Sounds are stored as waveforms. The files have a .wav file extension, and are often referred to as 'waves.' Depending upon the sampling frequency, on whether the sound is monaural or stereo, and on whether 8 or 16 bits are used for each sample, one minute of sound can occupy as little as 644 kilobytes or as much as 27 megabytes of storage. (Source: Microsoft.com) (2) The native digital audio format in Windows. Using the .WAV file extension, 8-bit or 16-bit samples can be taken at rates of 11,025 Hz, 22,050 Hz and 44,100 Hz. The highest quality - 16-bit at 44,100 Hz - uses 88KB of storage per second. Windows uses .wav files for general system sounds, and new WAV files can be placed in the Windows Media folder and assigned in the Sounds control panel. (Source: TechWeb.com) (3) A file that contains a representation of sound waves in digital form. (Source: ComouterUser.com) whiteboard (1) The electronic equivalent of chalk and blackboard, but between remote users. Whiteboard systems allow network participants to view one or more users drawing simultaneously on an on-screen blackboard, or running an application. This is not the same as application sharing, where two or more users can interactively work in the application. Only one user is actually running the application from his or her computer. In many desktop systems, the application is not viewable interactively. A copy of the current application window is pasted into the whiteboard, which then becomes a static image for interactive annotation. (Source: TechWeb.com) (2) A feature of an Internet videoconferencing program that allows participants to use drawing and/or annotation tools to develop collaborative images or to annotate documents that can be viewed by all videoconference participants simultaneously. (Source: Institute for Telecommunication Sciences) workforce management software In the context of call center operations: software systems that, depending on available modules, forecast call load, calculate staff requirements, organize schedules, and track real-time performance of individuals and groups. (Source: ICMI Call Center Glossary) workhorse (1) A person who does a lot of work, especially of a type that is necessary but uninteresting, (2) A machine that operates without failing for long periods - although it might not be very interesting or exciting. (Source: Cambridge International Dictionary) workstation A personal computer in a network. In this context, a workstation is the same as a client. Also, a high-performance, single-user microcomputer or minicomputer that is used for graphics, CAD, CAE, simulation and scientific applications. It is typically a RISC-based computer that runs under some variation of UNIX. Also, any terminal or personal computer. Originally coined to describe high-performance computers tailored to graphical or scientific applications. ©2003-2010 WatchIT.com. All rights reserved.