Five9: Frequently Asked Questions Glossary A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Back to Top Agent What is an Agent – What Do Virtual Agents Do – Call Center Agents Application Programming Interface (API) What is an API – Application Programming Interface – Purpose of an API What is an Application Template – Software Application Templates – Benefits of Application Templates Artificial Intelligence (AI) How Artificial Intelligence Is Transforming Contact Centers - Using Contact Center AI Retail AI Chatbots - How Artificial Intelligence Chatbots Can Help Retail Contact Centers What Is Conversational AI - How Conversational AI & NLP: How it Works Asynchronous Transfer Mode (ATM) What is Asynchronous Transfer Mode – What is ATM in Call Centers – What is ATM Used For Automatic Call Distribution (ACD) What Is ACD in Call Centers - What Is An Automatic Call Distributor What is An Automatic Call Dialer - What is An ACD in Call Centers Automatic Speech Recognition (ASR) What is Automatic Speech Recognition – Purpose of ASR in Call Centers – What is ASR Call Back What is a Callback – What is a Callback in a Call Center – Benefits of a Callback Call Centers Are Call Centers Still Around – Call Center Industries – What are Call Centers Are Call Centers Still Useful – Do Businesses Still Need Call Centers – Purpose of Call Centers Call Center Customer Care - Benefits Of Quality Customer Service Call Center Self Service – What is Self Service – Contact Center Self Service The History of Call Centers – Origin of Call Centers – When Did Contact Centers Begin What is A Call Center Service Level - Service Levels in Call Centers – Call Center SLA What is A Call Center – Benefits of A Call Center – Call Center Issue Resolution What is an Incoming Call – Incoming Call Center – Types of Incoming Calls Call Failed Why Does My Phone Say Call Failed – Reason for Call Failed on Phones Call Forwarding What is Call Forwarding – Benefits of Call Forwarding – Call Forwarding on Cell Phones What is Call Forwarding – Benefits of Call Forwarding – Purpose of Call Forwarding in Call Centers Call ID What Is Call ID – Phone Number Caller ID - Reasons to Use Caller ID Call Recording What is Call Recording – Call Recording in Call Centers – Benefits of Recording a Call What is A Spam Call – Call Center Spam Calls – Types of Spam Calls Call Routing What is Automatic Call Routing – What are Call Routing Systems in Call Centers What is Call Routing – Automatic Call Routing – Benefits of Call Routing Call Screening What is Call Screening – Call Center Call Screening – Benefits of Call Screening Call Transfer What Is a Call Transfer - How Do Call Transfers Work in a Call Center What is a Cold Transfer – Disadvantages of Cold Transfers – Cold Transfer in a Call Center What Is A Warm Transfer in A Call Center – Meaning of A Warm Transfer – Contact Center Warm Transfer Call Volume What is Call Volume – Value of Call Volume Data – Call Volume in Call Centers Call Waiting What Is Call Waiting – Benefit of Call Waiting – Call Waiting in Call Centers Calls What is a Long Call in Call Centers – Finding Long Call Issues in Call Centers What is A Short Call in A Call Center – Contact Center Short Call What Is A Silenced Call – Purpose of Silenced Calls – Silent Phone Calls What is An Outgoing Call – Contact Center Outgoing Call – Outgoing Call Center What Is the Difference Between a Hot Call and a Cold Call – Hot Call in Call Centers – Cold Call in Call Centers Cancelled Call What Does a Cancelled Call Mean – Reasons for Cancelled Calls – What Do Cancelled Calls Prevent Carrier What Is a Carrier - What Are Phone Carriers What is A Competitive Local Exchange Carrier – What is CLEC in IT Chat What Is a Chat - What Is a Customer Service Chat Chat Support Call Center Chat Support Benefits - Should You Provide Chat Support For Your Call Center Chatbots Benefits Of Cloud IVR - What Is Cloud Based IVR - How Interactive Voice Recognition Improves CX Circuit Switching What Is Circuit Switching – Telecommunications Circuit Switching Class of Service What is Class of Service – CoS for Telephones - Class of Service Examples for Telephone Compliance What Is Compliance In Contact & Call Centers - Purpose Of Call Center Compliance Computer Technology Integration Three Benefits Telephony Integration Benefits - Purpose Of Computer Telephony Contact Center Benefits Of Cloud Based Contact Center - How To Improve Contact Center Productivity What is a Contact Center – Features of Contact Centers – Contact Center Services CRM Software Integrations Three Benefits of Call Center CRM Automation - CRM Software Contact Center Benefits CRM Solutions Benefits Of CRM For Call Centers - CRM User Interface For Call Centers Customer Relationship Management (CRM) What is Customer Relationship Management – What is CRM in Call Centers – CRM for Customer Service Customer Service How to Improve Call Center Customer Service – Ways to Improve Call Center CX Digital Workforce Digital Workforce Definition And Features - What Is A Digital Workforce Direct Inward Dialing (DID) What is Direct Inward Dialing – How Does Direct Inward Dialing Work – What is DID in Call Centers Dispositions What Are Dispositions – Purpose of Call Center Dispositions – Contact Center Dispositions Do Not Call Registry How to Check if a Number is On the Do Not Call List – Verify When a Call Was Registered on a DNC Registry Do Not Disturb (DND) What Is Do Not Disturb – DND – Do Not Call for Phones What to Do if You Are on the Do Not Call List and Still Get Calls – Purpose of Do Not Call Registry Erlang What is Erlang – What is Erlang Used for – Erlang Programming Language In Call for Call Centers What Does In Call Mean for Call Centers – What is an In Call in Contact Centers Incoming Call What is An Incoming Call – Inbound Call Center – Incoming Call in Call Center What is An Outbound Call – Call Center Outbound Calls – Inbound or Outbound Call Strategies Intelligent Virtual Agents (IVA) Benefits Of IVA In Call Centers - Benefits Of An IVA In Business What Are Intelligent Virtual Agents - Benefits Of Intelligent Virtual Agents Interactive Voice Response (IVR) Benefits Of Cloud IVR - What Is Cloud Based IVR - How Interactive Voice Recognition Improves CX What is IVR in Call Centers – Interactive Voice Response System Internet Telephony What is Internet Telephony – Types of Internet Telephony - Definition of Internet Telephony Listen In What is A Listen In – Types of Call Center Call Monitoring – Call Center Quality Control Missed Calls What are Missed Calls – Call Center Missed Calls – Missing Calls in Contact Centers Network Operations Center (NOC) What is a Network Operations Center – NOC in Call Centers – Purpose of NOC in Contact Centers No Caller ID How to Call Back No Caller ID – Purpose of No Caller ID – No Caller ID in Call Centers Not Ready What is Not Ready – Call Center Not Ready – Why Call Centers Monitor Not Ready Post-Pandemic What Is An Omnichannel Call Center - The Post-Pandemic Shopper Predictive Dialer How To Use A Salesforce Dialer - Utilize Salesforce With Predictive Dialers What is Predictive Dialing – What is A Predictive Dialer – Predictive Dialers in Call Centers Progressive Dialer What is a Progressive Dialer – Progressive Call Dialer Software – Benefits of a Progressive Dialer Public Switched Telephone Network What is the Public Switched Telephone Network – Facts About PSTN - What is a PSTN Quality Assurance (QA) What is Call Center Quality Assurance – How to Improve Quality Assurance in Call Centers Queue What Is a Phone Queue - What Is A Queue In Call Centers What is a Virtual Queue – Call Center Virtual Queues – Purpose of Virtual Queues Real Time Text What Does an RTT Call Mean – Real Time Text Calls – What is RTT Calling Reason Code What is a Reason Code in Call Centers – Benefits of Using Call Center Reason Codes Remote Procedure Call What is a Remote Procedure Call – RPC in Call Centers – Architectural Styles in API Design Response Time What is Average Handle Time – What is AHT in Call Centers – Customer Service AHT What is Response Time – What is Response Time in Call Centers – Benefits of a Good Response Time Restricted Call What is a Restricted Call – Purpose of Restricted Calls – Restricted Calls in Call Centers Robocall What is a Robocall – Call Center Robocalls – Purpose of Robocalls Short Message Service (SMS) What is SMS – Benefits of a Short Messaging Service in Contact Centers – Contact Center SMS Messaging Softswitch What is a Softswitch – Softswitches for VoIP – How Does a Softswitch Work Speech Recognition Text To Speech – Call Center TTS – What is TTS What Is Speech Recognition – Speech to Text in Call Centers – Contact Center Speech Recognition Talk Time Talk Time in Call Centers – Average Talk Time – Benefits of Measuring Call Time Teleworking What is Teleworking – Benefits of Teleworking – What is Telecommuting Third Party What Is A Third Party – What Is Third Party Technology – Third Parties in Businesses Toll Free Number What Is a Toll-Free Number – Purpose of Toll-Free Numbers – Business Toll-Free Numbers Unified Communication As A Service (UCaaS) Three Benefits of Unified Communications - Why Unified Communications Is So Important What Is UCaaS - What Is Unified Communication As A Service; Providers & Features Workforce Solutions Contact Center Benefits - How To Utilize Workforce Communications Virtual Call What is a Virtual Call – Benefits of Virtual Calls – Companies that Use Virtual Calls Virtual Call Center (VCC) What Is a Virtual Call Center - Virtual Contact Center - What is a VCC VoIP What is VoIP – Voice Over Internet Protocol – VoIP in Call Centers Workforce Management (WFM) What is Workforce Management – What is WFM in Call Centers Workforce Optimization (WFO) Benefits Of Workforce Management - Contact Center Workforce Management Metrics Contact Center Optimization Benefits - How Workforce Optimization (WFO) Transforms Call Centers What Is Workforce Management In A Call Center - Benefits of WFM In Call Centers What Is Workforce Optimization - What Are the Benefits of WFO Workforce Optimization Call Center Benefits - How To Use Call Center Gamification Software
