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Contact Center Industry Definitions

A list of commonly used call center software terms, definitions, and popular industry language

Contact Center Software & Industry Definitions


ACD – Automatic Call Distributor:  A type of contact center software phone system can perform functions such as answer incoming calls, gets information and instructions from a database to relay to an agent and uses that information or, pre-set rules to, determine the best way to handle the call.  >Learn More.


Call Center Software: Is a business telephony software centralizes communication channels and aims to boost customer engagement.  >Learn More.

Call Center CRM: (Customer Relationship Management) are software solutions that help call center agents to access the right information and knowledge about a customer’s history to improve the overall customer experience.  >Learn More.

Cloud Call Center: Available via the web and hosted with My Call Cloud in a Tier 3 secure facility is an internet server, that enables all inbound and outbound customer communications to be handled. Email, social media and voice interactions can be accessed from anywhere through the virtual contact center and cloud technology.   >Learn More.

CTI – Computer Telephony Integration: CTI enables contact center agents to easily manage phone calls from their computers using softphone technology. CTI is not just limited to answering and making phone calls but also, computer telephony integration can assist call center representatives to take a data-driven approach with customer service needs.  >Learn More.


IVR – Interactive Voice Response: A type of contact center software that can be programmed to interact with callers on an inbound and outbound basis to gather information via touch-tone phones and voice responses.  >Learn More.


NPS (Net Promoter Score): NPS (Net Promoter® Score) – Both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business is a macro metric based on the single question and has been adopted by leading companies worldwide as the standard for measuring and improving customer loyalty..  >Learn More.


Predictive Dialer: Is a type of outbound calling system that can auto-dial from a list of telephone numbers.  The predictive dialer dials automatically and is used to screen for busy signals, disconnected phone numbers, voicemail, and live-human answers.  >Learn More.

My Call Cloud Hosted Contact Center Features

  • Blended Call Center

  • Built-In Telephony

  • Call Logging

  • Call Monitoring

  • Call Recording

  • Call Routing

  • Call Scripting

  • Campaign Management

  • Escalation Management

  • IVR/Voice Recognition

  • Inbound Call Center

  • Live Chat

  • Manual Dialer

  • Call Barging

  • Outbound Call Center

  • Predictive Dialer

  • Progressive Dialer

  • Queue Management

  • Reporting/Analytics

  • Telephony Integration

  • TCPA Compliant

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CRM Integrations

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