Glossary | Anywhere365

Anywhere365 Dialogue Cloud
platform Glossary

This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.

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  • ACD
    ACD stands for Automatic Call Distributor, (also automated calling distribution system), and is the process for automatically routing incoming calls to available agents, IVR applications or other answer points.
  • CRM
    Customer Relationship Management or CRM is a practice, strategy, and technology used to manage and optimize customer interactions and data throughout the customer lifecycle. CRM used in conjunction with Anywhere365 can identify, classify and route customers based on their value to your(...)
  • Erlang
    The erlang is a unit of the volume of phone traffic. The erlang is widely used to determine whether the capacity of the telephone system is too large or too small and can be applied to internal and external calls.
  • Federation
    Federation is the ability to connect and communicate with Skype for Business users in other organizations. Federation is an agreement between organizations to connect using Skype for Business and can be deployed to customers, suppliers, partners and others.
  • Formal Agent
    A formal agent must first log on to be able to take calls in the Universal Contact Center (UCC). Agents can log on using a start and stop command via the Instant Messaging (IM) window of the UCC.
  • FQDN
    A fully qualified domain name (FQDN), is also referred to as an absolute domain name. FQDN is a domain name that specifies the exact location in the hierarchical structure of the Domain Name System (DNS).
  • GUID
    A Globally Unique Identifier or GUID is a pseudo random number used in software applications and is designed to be unique worldwide. Although each GUID is not 100% guaranteed to be unique, the total number of unique keys (2128 or 3.4×1038) is such that the likelihood of replication of the same(...)
  • IM
    Instant Messaging or IM is a term for real-time messaging technologies, unlike non-real-time communications such as e-mail where the speed of transmission and interaction is less important.
  • Informal Agent
    An informal agent is connected to the UCC once they are logged in. The agent does not need to subscribe or unsubscribe themselves via commands.
  • IVR
    Interactive Voice Response (IVR) allows customer to interact with a host system via telephone keypad or speech recognition, after which they can service their own inquiries or will be redirected to a call agent by following the IVR menu. All menus within the IVR can be loaded dynamically and(...)
  • What is a Microsoft Teams Connected Contact Center?
    A Microsoft Teams Connected Contact Center (or Direct Routing Contact Center for Microsoft Teams) is a CCaaS solution for business continuity, excellent customer experience and increased workforce efficiency. They dock the agent's Teams environment to advanced Cloud Contact Center(...)
  • SharePoint
    SharePoint is a platform from Microsoft serving as a framework for setting up a website for information sharing and online collaboration within a group or organization and is often run over an intranet.
  • SIP
    The Session Initiation Protocol (SIP) is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP.
  • Skype for Business
    Microsoft Skype for Business is a communication platform from Microsoft, designed for the business market. Skype for Business is the successor to Microsoft Lync. In order to use Skype for Business, a Microsoft Skype for Business Server or Office365 subscription is required.
  • Teams
    Microsoft Teams is a platform that combines workplace chat, meetings, notes, and attachments. The service integrates with the company’s Office 365 subscription office productivity suite, including Microsoft Office and Skype, and features extensions that can integrate with non-Microsoft products.
  • UCC
    In Anywhere365, an UCC (Universal Contact Center) is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized(...)
  • VM
    A VM (virtual machine) is a software program that mimics a physical computer or server and allows other programs to run on top of it.
  • What is a Cloud Contact Center?
    A cloud contact center is often referred to as a place where all customer communication channels are being handled through a cloud-based software solution. Employees could be working from home or a remote office space from all over the world. Working with a cloud-based contact center platform(...)
  • What is a Contact Center?
    A contact center is in many companies nowadays the heart of customer service. It is the place for omnichannel customer service, from the traditional calls to for example Facebook Messenger or WhatsApp. The combination of increasing customer expectations and continuous technological(...)
  • What is a Predictive Dialer?
    A predictive dialer automatically calls telephone numbers to detect a connection, and pass it on to an agent. Predictive dialers filter telephone numbers based on busy signals, voicemails, no-answers, disconnected numbers, and more. They use call metrics to predict when the human agent will be(...)
  • What is a Virtual Call Center?
    A virtual call center (VCC) is often referred to as a call center or contact center where all customer enablement employees operate remotely in various locations. This could mean working from home or from a remote office. Meanwhile, the employees are connected with customers and colleagues(...)
  • What is a Virtual Contact Center?
    A virtual contact center is a center where all customer enablement employees operate remotely in various locations. They provide support on all customer communication channels, to create the best customer experience. The employees could work from home or  an office space from anywhere in the(...)
  • What is ACD in a call center?
    Automatic Call Distribution (ACD) is a technological solution that answers calls, filters them and routes them to certain agents or departments based on a pre-set of distribution rules. Doing this, the customer experience improves. ACD in a call center makes sure systems won’t be overloading(...)
  • What is Automated Call Distribution?
    Automated Call Distribution (ACD) is most commonly used for the technological solution that answers calls. But it also filters them and routes them to certain agents based on a pre-set of distribution rules. Doing this, the customer experience improves. Automated Call Distribution makes sure(...)
  • What is Contact Center Performance Management?
    Contact center performance management is about the ongoing communication between a supervisor and an employee, regarding the accomplishment of a number of objectives. However, multiple elements influence this process of continuous performance management: planning work and setting(...)
  • What is Omnichannel Customer Experience?
    Omnichannel customer experience (CX) revolves around delivering a consistent brand experience for customers across all touchpoints in the customer journey. You can only achieve this by creating a cohesive experience across customer communication channels regarding marketing, sales and customer(...)
  • What is Omnichannel Customer Service?
    Customer communication has evolved drastically over the past years. Machine learning and artificial intelligence (AI) have become increasingly important for all kinds of organizations. And customer expectations have increased accordingly. Nowadays, the average customer expects a company to(...)
  • What is Predictive Dialing?
    The main purpose of predictive dialing is to automatically gain the fastest viable connection. A piece of software calls internal phone numbers to hunt for the first available agent. This saves valuable time. The software filters telephone numbers, based on busy signals, voicemails,(...)
  • What is Workforce Management?
    Workforce management (WFM) is about optimizing the efficiency of the workforce within an organization. These processes generally include forecasting, scheduling, data collection, data analytics, budgeting, recruiting, field service management, human resource management, training and(...)
  • What is Workforce Optimization?
    Workforce optimization (WFO) is about optimizing the efficiency of the workforce within an organization. This includes processes like forecasting, scheduling, data collection, data analytics, budgeting, recruiting, field service management, human resource management, training and performance(...)