Glossary

Call back (web call back): the user leaves his phone number on the Internet for the company recalled immediately or deferred.

Call blending: automated procedure Call Center of asking agents to handle both incoming and outgoing calls. This method maximizes productivity by reducing periods of under-activity.

Call Center: structure composed of a set of workstations and telephone telemarketers dedicated to receiving and / or outbound calls (inbound and / or outgoing calls). A call center can handle a large number of telephone transactions for telemarketing activities (studies / surveys / polls ...).

Care Guide: also called pitch or script, the interview guide is an information document used by telemarketers. It includes the various phases and orientation of the phone conversation, thus assisting the officer in conversation with his correspondent.

CTI "Computer Telephony Integration": this application allows faster processing of appeals. Computer Telephony offers advanced features such as numbering of power, the automatic routing of incoming calls or the automatic display of caller information to the terminal agent.

Fax to Mail / Mail to Fax: Faxes are emailed directly to PDF format.

Incoming Call: call issued by an individual destination of a business or contact center. Incoming calls are most often a request for information.

Interactive Voice Response (IVR): computer system for managing customer relationships automatically. The customer has to interact with the server by voice or using the telephone keys.

IP PBX: means a telephone system capable of routing over a network using IP voice and data.

Open source: software that can be modified and redistributed freely. Free is an option.

PABX "Private Automatic Branch Exchange": means a telephone system for private sites that automatically manages the internal and external communications of an organization.

Position: all components of the workstation of an agent namely a computer, a phone and a headset.

Predictive: is a computerized automatic dialing outbound call using an algorithm anticipating the availability of agents. The numbered call is forwarded to an agent when it is earned by the recipient. The predictor can be used on a large Call Center.

Qualification file: check the reliability of the information contained in the file prospect. The telemarketers confirm the information given by its correspondent.

Sip Trunk: SIP technology is a standard IP telephony that supports converged voice and data. The SIP trunk is a link type IP for connecting the telephone company's infrastructure to IP telephony operator. The SIP trunk allows companies that have an IP PBX installation to use outside the corporate network, voice over IP (VoIP) via the Internet connection.

Voice over IP:  technology to route phone calls over the Internet or a computer network. The objective of voice over IP (English, Voice over IP or VoIP) applied to the voice the same treatment as other types of data over the Internet, thanks to IP. The digital signal obtained by digitizing the voice is broken into packets that are transmitted over an IP network to an application that will do the reverse transformation (packets to the voice).Instead of having both a computer network and a switched telephone network (PSTN), so the company can, with the integration of VoIP, all merge on the same network.