Industry Glossary
Comprehensive glossary of 520+ terms covering telecommunications, ISP networking, contact center operations, AI/ML, and GoZupees products. Find definitions, abbreviations, and explanations.
Terms A-Z
- ACD
- Automatic Call Distributor. A system that routes incoming calls to available agents based on predefined rules like skill, availability, or queue priority.
- AHT
- Average Handle Time. The total time an agent spends on a call, including talk time, hold time, and after-call work. Typically measured in minutes.
- API
- Application Programming Interface. A set of protocols and tools that allows different software applications to communicate with each other.
- ASR
- Automatic Speech Recognition. Technology that converts spoken language into text, enabling voice-based interfaces and transcription.
- BSS
- Business Support System. Software used by telecommunications companies to manage customer-facing operations like billing, orders, and customer relationships.
- CSAT
- Customer Satisfaction Score. A metric that measures how satisfied customers are with a product, service, or interaction, typically on a 1-5 scale.
- FCR
- First Contact Resolution. The percentage of customer issues resolved during the first interaction without requiring follow-up contacts.
- IVR
- Interactive Voice Response. An automated phone system that interacts with callers through voice prompts and touch-tone keypad inputs.
- L1 Support
- Level 1 Support. The first tier of customer support that handles basic inquiries, password resets, and common troubleshooting. Typically scripted and suitable for AI automation.
- NLU
- Natural Language Understanding. A branch of AI that helps computers understand, interpret, and respond to human language in a meaningful way.
- OSS
- Operations Support System. Software used by telecommunications companies to manage network-facing operations like provisioning, fault management, and inventory.
- PII
- Personally Identifiable Information. Any data that can be used to identify a specific individual, such as name, address, social security number, or phone number.
- SIP
- Session Initiation Protocol. A signaling protocol used to establish, maintain, and terminate voice and video calls over IP networks.
- SLA
- Service Level Agreement. A contract that defines the expected level of service, including metrics like uptime, response time, and resolution time.
- SOC 2
- Service Organization Control 2. A security framework that specifies how organizations should manage customer data, focusing on security, availability, and confidentiality.
- TTS
- Text-to-Speech. Technology that converts written text into spoken audio, enabling AI systems to communicate with customers using natural-sounding voices.
- VersaTalk
- GoZupees' AI voice agent platform that handles inbound and outbound customer calls with human-like conversation and real-time backend integration.
- VerSense Co-Pilot
- GoZupees' real-time agent assistant that provides context, suggestions, and one-click actions to human agents during customer calls.
- VerSight
- GoZupees' AI-powered call analytics platform that analyzes 100% of calls, detects sentiment, and scores agent performance.
- VoIP
- Voice over Internet Protocol. Technology that enables voice calls to be made over the internet rather than traditional phone lines.
- WISP
- Wireless Internet Service Provider. A company that provides internet access using wireless technology, typically to rural or underserved areas.