Anywhere365 Dialogue Cloud platform Glossary

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


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.




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 organization. Anywhere365 has off-the-shelf connectors with all the major CRM platforms.




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 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.




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).




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 GUID is very small.




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.




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 managed real-time by text-to-speech and/or audio files.



What is a Microsoft Teams Contact Center?

A Microsoft Teams 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 capabilities.

Microsoft Teams Contact Centers allow for agents to handle omnichannel customer communication through a single pane of glass. Whether they are in the office space or at home. This will lead to a reduction in overhead costs, an increased workforce efficiency, easier insights into the customer lifecycle and an omnichannel customer experience.





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.




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.


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.


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 as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.



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. 


It is the place for omnichannel customer service, from the traditional calls to for example Facebook Messenger or WhatsApp.


What is a Predictive Dialer?

A predictive dialer automatically calls telephone numbers to detect a connection, and pass it on to an agent.


What is a Virtual Contact 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.


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.


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.



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.



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.


What is Omnichannel Customer Service?

Omnichannel customer service helps companies get better understanding of the customer lifecycle. Synchronizing multiple channels with each other makes sure conversation history is available at all times. 


What is Predictive Dialing?

It is a piece of software that calls internal phone numbers to hunt for the first available agent.


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 performance management. It is applicable on many types of organizations, but mostly used in the context of call centers or contact centers.


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 management.

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