Telecom, Contact Center & AI Terminology

A call where the caller hangs up before being connected to an agent or completing their intended action.

A device that allows wireless devices to connect to a wired network.

A telephony system that automatically routes incoming calls to the most appropriate agent or department based on predefined rules.

The time an agent spends completing tasks related to a call after the conversation has ended, such as updating records or sending follow-up emails.

GoZupees' dashboard providing performance insights for both AI and human agents.

AI-powered tools that provide real-time guidance and information to customer service agents during live interactions.

The user interface that agents use to handle customer interactions and access tools.

The overall quality of an agent's work environment and daily experience.

The percentage of time an agent spends handling calls or doing after-call work compared to their total logged-in time.

A metric measuring how effectively agent time is being used for productive work activities.

AI systems capable of autonomous action, planning, and decision-making to achieve complex goals.

GoZupees' approach to building autonomous AI systems that can perceive, decide, and act on behalf of businesses.

Combining multiple network connections or signals into a single logical connection.

A project management methodology emphasizing iterative development and flexibility.

The average duration of a customer interaction, including talk time, hold time, and after-call work.

An autonomous artificial intelligence system capable of perceiving its environment, making decisions, and taking actions to achieve specific goals.

An AI assistant that works alongside human agents to enhance their capabilities and provide real-time support during customer interactions.

A set of rules or instructions that a computer follows to solve a problem or complete a task.

The systematic computational analysis of data to discover patterns and insights.

A telecommunications feature that transmits the caller's phone number to the receiving party.

A set of protocols and tools that allows different software applications to communicate with each other.

The average time callers wait in queue before their call is answered by an agent.

Technology that converts spoken language into text, enabling voice-based interfaces and transcription.

Having different upload and download speeds, typical of consumer internet connections.

A component in neural networks that allows models to focus on relevant parts of input data.

The reduction in signal strength as it travels through a medium.

The rate at which employees leave an organization, particularly relevant in contact centers where turnover can be high.

The process of verifying the identity of a user, device, or system before granting access to resources.

An automated phone system that answers calls and routes them based on caller input without human intervention.

The use of technology to perform tasks with minimal human intervention, increasing efficiency and consistency.

Time when agents are logged in but not available to take calls (breaks, training, etc.).

The proportion of time a system is in a functioning condition.

An isolated data center location within a cloud region for redundancy.

The mean time customers spend waiting before their call is answered or their issue is addressed.

Support functions that handle administrative tasks behind customer-facing operations.

The high-capacity core network infrastructure that connects multiple networks and carries the majority of data traffic.

The network connections between the cell sites and the core network, carrying aggregated traffic.

The maximum rate of data transfer across a network path, typically measured in bits per second.

A standard or point of reference for measuring performance.

A language model developed by Google that revolutionized NLP by understanding context from both directions.

A method or technique that has been generally accepted as superior.

The protocol that manages how packets are routed across the internet through the exchange of routing information between autonomous systems.

Systematic errors in AI models that can lead to unfair or inaccurate outcomes.

GoZupees' AI agent specialized in handling billing inquiries, payment processing, and account management.

The recurring period during which customer usage is tracked and invoiced, typically monthly.

A customer's formal challenge to charges on their account that they believe are incorrect.

The number of bits processed or transmitted per unit of time.

A contact center agent trained to handle multiple channels of communication such as calls, emails, and chat.

A software application that runs automated tasks, often used for customer service interactions.

The practice of contracting business operations and responsibilities to a third-party service provider.

High-speed internet access that is always on and faster than traditional dial-up access.

An error or flaw in software that causes incorrect or unexpected behavior.

The ability to exceed normal bandwidth limits for short periods.

The hours during which a contact center is open and available for customer service.

Technologies and practices for collecting, integrating, analyzing, and presenting business data to support better decision-making.

Software that executes predefined rules to automate decision-making processes in business applications.

A device that enables internet connectivity through a cable television network.

A hardware or software component storing data for faster future access.

Agent behavior of improperly avoiding or disconnecting calls.

The practice of switching agents between inbound and outbound calls based on traffic patterns.

A centralized facility designed to handle large volumes of telephone calls for customer service, sales, or support.

Strategies and technologies used to redirect customer inquiries from voice calls to self-service or digital channels.

The predetermined path a call takes through an IVR or phone system based on caller inputs and system logic.

The practice of listening to live or recorded calls for quality and training purposes.

The practice of capturing and storing audio from phone conversations for quality assurance, training, or compliance.

The process of directing incoming calls to specific agents, departments, or queues based on defined criteria.

A feature that allows customers to request a return call instead of waiting on hold.

A telecommunications company that provides communication services to consumers and businesses.

A 3.5 GHz spectrum band in the US designated for shared wireless broadband use.

A cloud-based customer experience solution that allows companies to utilize contact center capabilities on a subscription basis.

A distributed network of servers that delivers web content to users based on their geographic location.

A data record produced by a telephone exchange containing details of a call that passed through it.

A facility where customer lines are connected to switching equipment.

An AI-powered software that simulates human conversation through text or voice interfaces.

The rate at which customers stop subscribing to a service over a given time period.

The use of data analytics and machine learning to identify customers likely to cancel their service.

Practices for automating software building, testing, and deployment.

A dedicated communication path between two points.

A machine learning task that categorizes data into predefined classes or labels.

A telecommunications provider that competes with incumbent local exchange carriers in a deregulated market.

A text-based interface used to interact with software and operating systems.

The delivery of computing services over the internet, including servers, storage, databases, and software.

An unsupervised learning technique that groups similar data points together.

One-on-one guidance provided to agents to improve their performance.

A type of copper cable with a central conductor surrounded by insulation and shielding, used for cable TV and internet.

Housing privately-owned servers in a third-party data center.

Adherence to laws, regulations, guidelines, and specifications relevant to business operations.

GoZupees' system for ensuring AI interactions meet regulatory and company policy requirements.

Recording calls for regulatory and legal compliance purposes.

A field of AI enabling machines to interpret and understand visual information.

A customer interaction hub that manages communications across multiple channels including phone, email, chat, and social media.

The primary reason a customer initiates contact with a company.

The number of users sharing a communication channel or bandwidth pool.

The maximum amount of text an AI model can process in a single interaction.

GoZupees' AI-powered analysis of customer conversations to extract insights and recommendations.

AI technology that enables computers to understand, process, and respond to human language naturally.

The central part of a telecommunications network providing services to customers.

Telecommunications equipment located at the customer's physical location.

Software and strategies for managing a company's interactions with current and potential customers.

A physical cable connection between different network equipment or service providers.

A sales technique used to sell an additional product or service to an existing customer.

A metric that measures how satisfied customers are with a company's products, services, or interactions.

Technology that allows interactions on a telephone and a computer to be integrated or coordinated.

The cost associated with acquiring a new customer.

A metric measuring how much effort a customer had to exert to get their issue resolved.

The overall perception a customer has of their interactions with a company.

The complete experience a customer has while interacting with a company, from initial contact through ongoing relationship.

A prediction of the total revenue a business can expect from a single customer account.

The ability of a company to retain its customers over a specified period.

Unused fiber optic cables that have been laid but are not currently being used for data transmission.

A visual display of key metrics and information for monitoring purposes.

A centralized repository that stores large amounts of raw data in its native format until needed for analysis.

The process of discovering patterns and knowledge from large amounts of data.

A system for collecting, storing, and managing data from various sources to support business intelligence activities.

Periods of silence during a call when neither party is speaking, often indicating confusion or system delays.

The process of identifying and removing errors from software.

A subset of machine learning based on artificial neural networks with multiple layers of processing.

The point where the service provider's network ends and customer equipment begins.

The process of making software available for use in a production environment.

Practices combining software development and IT operations for faster delivery.

A network protocol that automatically assigns IP addresses to devices on a network.

An audible tone indicating that a telephone line is ready for dialing.

An older method of connecting to the internet using telephone lines.

Software that automatically dials telephone numbers for outbound calling campaigns.

A telephone service that allows callers to reach a specific extension directly without going through an operator.

The integration of digital technology into all areas of a business, fundamentally changing operations and customer value delivery.

The categorization or outcome code assigned to a completed interaction.

A service that identifies the number dialed by a caller, useful for routing calls in multi-number systems.

The hierarchical naming system that translates domain names into IP addresses.

An international standard for data transfer over cable TV systems.

Reverting to a previous version of software or reducing a service tier.

Periods when a system, network, or service is unavailable or not functioning.

The final connection from the street to a customer's premises.

A family of technologies that provide internet access by transmitting digital data over telephone lines.

The signaling system used for telephone keypads, generating tones when keys are pressed.

The time a customer spends in a queue or on hold.

An advanced emergency calling system that automatically provides the caller's location to emergency services.

A US program providing discounts on telecommunications for schools and libraries.

The boundary of a network where it connects to external networks or end users.

A distributed computing paradigm that brings computation and data storage closer to data sources.

Data flowing out of a network or data center.

A numerical representation of data (text, images) that captures semantic meaning.

The field produced by electrically charged objects.

AI technology that analyzes voice patterns, facial expressions, or text to identify human emotions.

The process of encoding data so that only authorized parties can access it.

The person who actually uses a product or service, as opposed to developers or administrators.

GoZupees' AI agent that schedules, reschedules, and manages technician appointments.

GoZupees' mobile AI assistant for field technicians, providing real-time guidance and documentation access.

A large organization, typically a corporation, with significant IT infrastructure and complex business needs.

An NLP technique that identifies and classifies key elements from text into predefined categories.

One complete pass through the entire training dataset during model training.

A unit of measurement for telecommunications traffic, representing continuous use of one voice path.

The process of transferring a customer issue to a higher level of support or management.

A predefined hierarchy for escalating issues based on severity and type.

A family of computer networking technologies commonly used in local area networks.

A process for moving data from source systems to a data warehouse.

A backup operational mode in which system functions are assumed by secondary components when primary ones become unavailable.

A list of common questions and answers about a product, service, or topic.

A defect in a network that causes a service disruption.

The US government agency responsible for regulating interstate and international communications.

A metric measuring the percentage of customer issues resolved during the first contact.

The process of using domain knowledge to create features that make ML algorithms work.

Physical damage to fiber optic cables causing service interruption.

A technology that uses glass or plastic threads to transmit data as light pulses.

The permanent joining of two fiber optic cables.

The process of adjusting a pre-trained AI model on a specific dataset to improve its performance for a particular task.

A network security system that monitors and controls incoming and outgoing network traffic based on security rules.

Software programmed into hardware devices providing low-level control.

A type of wireless data communication between two fixed points using radio signals.

A large AI model trained on broad data that can be adapted to various downstream tasks.

A pricing strategy offering basic services free while charging for premium features.

A unit measuring the workload of an employed person in a way that makes workloads comparable.

A broadband network architecture where fiber optic cables run directly to residential buildings.

Network architecture where fiber reaches a cabinet near customers.

A form of fiber-optic communication delivery that reaches the boundary of a living or business space.

Communication that allows simultaneous transmission in both directions.

The application of game-design elements in non-game contexts to engage users and improve performance.

A network node that connects two networks using different protocols.

A data transfer rate of one billion bits per second.

AI systems capable of creating new content such as text, images, or audio based on training data.

The process of converting addresses into geographic coordinates.

A call that disconnects before connecting to an agent.

A unit of frequency equal to one billion hertz, commonly used to measure wireless spectrum.

A fiber optic networking standard for delivering broadband services.

A family of large language models developed by OpenAI that can generate human-like text.

A metric expressing the probability that a call will be blocked or delayed in a telephone network.

Safety mechanisms implemented in AI systems to prevent harmful, inappropriate, or off-topic responses.

A visual way for users to interact with electronic devices through icons and menus.

Communication where transmission can occur in both directions, but not simultaneously.

When an AI model generates false, fabricated, or inconsistent information that appears plausible.

The total time an agent spends on a customer interaction, from answer to completion of after-call work.

The process of transferring a connection from one network element to another.

The facility where cable TV or internet signals originate and are distributed.

Audio equipment worn by agents to handle calls hands-free.

GoZupees' unified platform that orchestrates all AI agents and integrations for seamless customer experience.

A telecommunications network that combines optical fiber and coaxial cable.

Systems designed to be operational a high percentage of time.

The duration a caller spends on hold during a call with an agent.

A telephone system where the PBX is hosted at a remote location by a service provider.

A physical location where people can access the internet wirelessly.

Transferring a call to another agent or department while briefly introducing the situation to the receiving party.

A quick software update to address a specific issue without a full release.

A dedicated phone line for urgent or high-priority communications.

The protocol used for transmitting web pages over the internet.

A basic networking device that connects multiple network devices together.

An AI system design that requires human oversight and intervention for certain decisions or actions.

Configuration settings used to control the learning process of an ML model.

Cloud computing services that provide virtualized computing resources over the internet.

Time when an agent is available but not handling any contacts.

The original telephone company serving a geographic area before deregulation.

Calls or contacts initiated by customers coming into a contact center.

The process of using a trained AI model to make predictions or decisions on new data.

The time it takes for a trained model to make a prediction on new data.

Data flowing into a network or data center.

The process of setting up service at a customer location.

The process of connecting different systems to work together seamlessly.

GoZupees' platform for connecting AI agents with existing business systems and databases.

GoZupees' NLP system that accurately identifies customer intent from natural language.

The AI capability to understand and classify the purpose or goal behind a user's query.

An automated telephony system that interacts with callers through voice and DTMF tones.

A physical location where ISPs interconnect to exchange traffic.

The network of physical devices embedded with sensors and connectivity for data exchange.

A time period used for workforce planning, typically 15 or 30 minutes.

The principal communications protocol for relaying datagrams across network boundaries.

A numerical label assigned to each device connected to a computer network using IP.

A set of communication standards for digital transmission of voice, video, and data.

A company that provides customers with internet access and related services.

A single cycle of a development process that produces a working version.

Variation in the delay of received packets, which can cause audio or video quality issues.

A lightweight data interchange format that is easy for humans to read and write.

A unit of data transfer rate equal to 1,000 bytes per second.

A centralized repository of information used to store, organize, and retrieve knowledge for various purposes.

A structured representation of real-world entities and relationships between them.

GoZupees' feature for automatically updating AI agents with the latest product and policy information.

A measurable value that demonstrates how effectively an organization is achieving key objectives.

A computer network that connects devices within a limited area such as a home or office.

The final portion of a network connecting service providers to customers.

The delay between a user's action and the response from a system or network.

A potential customer who has shown interest in a company's product or service.

GoZupees' AI agent that qualifies and captures sales leads through natural conversations.

A methodology used to rank prospects against a scale representing their perceived value to the organization.

A dedicated private telecommunications circuit between locations.

An older computer system or application still in use despite newer technology.

An unobstructed path between transmitter and receiver for wireless signals.

An AI model trained on vast amounts of text data capable of understanding and generating human-like language.

The distribution of workloads across multiple computing resources to optimize performance.

The time an agent logs into the contact center system.

The time an agent logs out of the contact center system.

The physical circuit connecting a customer to the telephone exchange.

A software development approach requiring minimal coding, using visual interfaces and pre-built components.

A standard for high-speed wireless communication for mobile devices.

A unique identifier assigned to a network interface controller.

A subset of AI where systems learn and improve from experience without being explicitly programmed.

The longest time any customer waited in a queue during a period.

A unit of data transfer rate equal to 1,000,000 bytes per second.

A signal distribution frame connecting outside lines to internal customer lines.

A residential building with multiple separate housing units, such as an apartment complex.

A network topology where nodes connect directly and dynamically to as many other nodes as possible.

Data that provides information about other data, such as file properties or call attributes.

Quantifiable measures used to track and assess the status of specific business processes.

An architectural style structuring an application as a collection of loosely coupled services.

The network segment connecting the core network to the last mile.

Moving data, applications, or systems from one environment to another.

A wireless technology that uses multiple antennas to improve communication performance.

A product with just enough features to satisfy early customers.

A mathematical representation trained on data to make predictions or decisions.

A wireless telecommunications technology for broadband networking.

The degradation of model performance over time due to changes in data patterns.

A device that modulates and demodulates signals for data transmission.

A routing technique that directs data based on short path labels rather than long network addresses.

The predictable total revenue generated by a business from all active subscriptions in a month.

A company that owns multiple cable television systems.

The average time between system failures.

The average time required to repair a failed system.

The practice of interacting with customers using multiple communication channels.

AI systems capable of processing multiple types of data such as text, images, and audio.

Evaluating service quality by posing as a customer and testing interactions.

An NLP task that identifies and classifies named entities in text.

A method of mapping one IP address space into another by modifying network address information.

AI technology that enables computers to understand, interpret, and generate human language.

A subset of NLP focused on machine comprehension of text or speech input.

A metric that measures customer loyalty based on likelihood to recommend a company.

A group of interconnected computers and devices that can communicate and share resources.

A centralized location from which IT professionals supervise, monitor, and maintain networks.

A computing system inspired by biological neural networks that can learn patterns from data.

The interface between two networks of the same type.

A development approach allowing software creation through graphical interfaces without writing code.

Any device connected to a network that can receive, create, store, or send data.

Agent status indicating unavailability to receive new contacts.

An open standard for access delegation commonly used for token-based authentication.

The percentage of time contact center agents spend handling calls versus waiting for calls.

Technology that converts images of text into machine-readable text.

Equipment at the service provider that terminates passive optical network connections.

A customer experience approach that provides seamless integration across all communication channels.

Software or infrastructure that is installed and runs on computers on the premises of the organization.

GoZupees' AI agent that guides new customers through the service activation and setup process.

A device that converts fiber optic signals to electrical signals for customer premises.

Software with source code that anyone can inspect, modify, and enhance.

GoZupees' AI agent that assists customers with placing, tracking, and modifying orders.

A period when a service or system is unavailable or not functioning properly.

GoZupees' AI agent designed to manage customer communications and updates during service outages.

Calls or contacts initiated by agents to customers, typically for sales or collections.

When a model performs well on training data but poorly on new, unseen data.

Calls that exceed the capacity of a queue or group and are redirected elsewhere.

Selling more bandwidth than physically available, relying on statistical usage patterns.

Cloud computing services providing a platform for customers to develop, run, and manage applications.

A formatted unit of data carried by a packet-switched network.

When data packets traveling across a network fail to reach their destination.

Internal variables that a model learns during training.

A set of changes to software designed to fix or improve it.

A private telephone network used within an organization.

Time periods when contact volume is at its highest.

A voluntary interconnection between administratively separate internet networks for traffic exchange.

A network utility used to test the reachability of a host on an IP network.

A series of automated processes for software development and delivery.

A demonstration to verify that certain concepts or theories have the potential for real-world application.

A fiber optic network architecture that uses unpowered optical splitters.

A location where a carrier has equipment for connecting to customers.

A virtual point where network connections start and end, identified by a number.

A survey conducted immediately after a call to gather customer feedback.

An outbound dialing method that dials the next number when an agent becomes available.

Technology for delivering electrical power along with data over Ethernet cabling.

A customer or employee who uses advanced features and capabilities of a product or service.

Initial training of a model on a large dataset before fine-tuning for specific tasks.

Using data, statistical algorithms, and ML techniques to identify the likelihood of future outcomes.

An outbound calling system that automatically dials numbers and predicts agent availability.

An outbound method where agents review customer information before initiating the call.

The live environment where software is deployed for end users.

The practice of designing and optimizing inputs to AI models to achieve desired outputs.

The process of configuring and activating a service or resource for a customer.

The global network of circuit-switched telephone networks.

Systematic processes for ensuring products and services meet specified requirements.

A modulation scheme used in DOCSIS systems for high data rates.

A measure of the overall satisfaction of a user with a service from their perspective.

The overall performance of a service as perceived by users, often measured technically.

The process of evaluating agent interactions to ensure service standards.

A waiting line where calls or contacts are held until an agent becomes available.

A feature allowing customers to receive a callback rather than wait on hold.

The process of organizing and optimizing how customers wait for service.

A limit on the amount of resources or services that can be used.

A standardized frame for mounting networking equipment.

An AI technique that enhances LLM responses by retrieving relevant information from external sources.

Agent status indicating availability to receive the next contact.

Processing or responding to input immediately, with minimal delay.

Monitoring agent schedule adherence as it happens.

GoZupees' feature providing instant AI guidance to agents during live customer interactions.

Duplication of critical components or functions to increase system reliability.

Restructuring existing code without changing its external behavior.

A bug that causes a feature that worked before to stop working.

A type of ML where agents learn to make decisions by receiving rewards or penalties.

A new version of software made available to users.

A call from a customer who contacted about the same issue within a specified period.

A device that receives a signal and retransmits it at a higher power.

A central location where data or code is stored and managed.

An architectural style for designing networked applications using HTTP.

Electromagnetic waves used for wireless communication.

A network configuration where each device connects to exactly two other devices.

A process for returning a product for repair, replacement, or refund.

A performance measure used to evaluate the efficiency of an investment.

Reverting a system or database to a previous state.

A networking device that forwards data packets between computer networks.

Technology that automates repetitive tasks using software robots.

A measurement of the power level of a received radio signal.

Cloud-based software delivery model where applications are hosted and maintained by a provider.

An isolated testing environment where changes don't affect production.

Internet access provided through communication satellites.

The ability of a system to handle growing amounts of work.

A metric measuring how closely agents follow their assigned work schedules.

The structure or organization of a database or document.

The boundaries and extent of a project or task.

The automatic display of caller information on an agent's screen when a call connects.

An agile framework for managing and completing complex projects.

A collection of software tools and libraries for building applications.

Options allowing customers to perform tasks or find information without agent assistance.

Search technology that understands the meaning and context of queries, not just keywords.

The use of NLP to identify and extract subjective information from text or speech.

A cloud execution model where the provider dynamically manages server allocation.

The connection from utility lines to a customer's building.

A metric measuring the percentage of contacts answered within a specified time threshold.

A contract defining the level of service expected from a provider.

The percentage of time agents are unavailable for productive work (breaks, training, etc.).

A measure comparing the level of a desired signal to background noise.

Listening to live calls without the agent or customer being aware.

An integrated circuit storing information to authenticate a mobile device.

A signaling protocol for initiating, maintaining, and terminating voice and video sessions.

A VoIP technology that provides voice connectivity using SIP over the internet.

Directing contacts to agents based on their specific skills and competencies.

A commitment between a service provider and customer defining expected service levels.

GoZupees' intelligent call routing system that directs contacts based on intent, history, and agent skills.

Companies with revenue, assets, or employee numbers below certain thresholds.

The standard protocol for sending email messages between servers.

Software that enables telephone calls over the internet using a computer or mobile device.

The range of electromagnetic radio frequencies used for telecommunications.

Technology that analyzes recorded calls to gather customer intelligence.

Technology that converts spoken language into written text.

A group of agents assigned to handle specific types of calls.

A device that divides an optical signal into multiple outputs.

A fixed time period during which specific work must be completed.

A security protocol for establishing encrypted links between a web server and a browser.

A framework for determining the number of agents needed to meet service goals.

A pre-production environment for testing before deployment.

A person or group with an interest or concern in a project or organization.

A network configuration where all devices connect to a central hub.

An IP address that remains constant and does not change.

A customer who pays for ongoing service access.

A type of machine learning where the model is trained on labeled data.

A person responsible for managing and supporting a team of agents.

A networking device that connects devices on a computer network by forwarding data packets.

Having equal upload and download speeds.

The process of making data consistent across multiple systems.

A dedicated phone connection supporting 1.544 Mbps data transfer.

A dedicated phone connection supporting 44.736 Mbps data transfer.

The practice of taking notes or updating records while speaking with a customer.

The actual time an agent spends speaking with a customer during a call.

The fundamental communication protocols that define how data is transmitted over the internet.

A method of transmitting multiple signals over a single communication channel.

The implied cost of additional work caused by choosing an easy solution now.

A trained worker who installs, maintains, or repairs telecommunications equipment.

Short for telecommunications company; a provider of telephone and data communication services.

The technology and systems for transmitting voice over distance.

A parameter that controls the randomness of AI model outputs.

A customer or organization with isolated resources in a multi-tenant system.

Technology that converts written text into spoken audio.

Limiting the rate at which requests or actions can be performed.

The actual amount of data successfully transferred over a connection.

A record of a customer issue or request in a support system.

A level within a hierarchical system, often referring to pricing or support levels.

The first level of customer support, handling basic inquiries and common issues.

Second-level support handling more complex issues escalated from Tier 1.

Third-level support consisting of experts who handle the most complex technical issues.

A unit of text that an AI model processes, typically a word or part of a word.

A piece of data used for authentication or as a placeholder.

A telephone number that is free for the calling party, with costs paid by the receiving party.

A tall structure used to mount antennas for wireless communication.

The dataset used to teach a machine learning model patterns and behaviors.

The process of converting spoken language from audio or video recordings into written text.

Moving a call from one agent or department to another.

Using knowledge gained from one task to improve performance on a different but related task.

A deep learning architecture that uses self-attention mechanisms, foundational for modern LLMs.

A device that receives a signal on one frequency and retransmits it on another.

GoZupees' AI agent that diagnoses and resolves technical issues through guided troubleshooting flows.

Dispatching a technician to a customer location for service or repair.

A communication line or link designed to carry multiple signals simultaneously.

A set of trunk lines treated as a unit for routing calls.

Technology that synthesizes natural-sounding speech from written text.

The rate at which employees leave an organization and are replaced.

Cloud-based delivery of unified communications services including messaging, voice, and video.

The space where interactions between humans and machines occur.

Having fewer agents than needed to meet service level goals.

The interface between the customer's equipment and the service provider's network.

The integration of real-time communication services with non-real-time communication tools.

A type of machine learning where the model finds patterns in data without labeled responses.

A newer version of software that includes improvements or fixes.

Moving to a newer, more capable version of software or service.

A communications link from a ground station to a satellite.

A sales technique encouraging customers to purchase a higher-end product or add-on.

GoZupees' AI agent that identifies and presents relevant upgrade opportunities to customers.

The time during which a system or service is operational and available.

A reference to a web resource that specifies its location on a computer network.

A specific situation in which a product or service could potentially be used.

Testing by end users to verify software meets requirements.

The overall experience a person has when interacting with a product, system, or service.

The degree to which resources (agents, systems, etc.) are being effectively used.

A subset of data used to evaluate model performance during training.

A DSL technology providing faster speeds over short distances.

A database optimized for storing and querying high-dimensional vector embeddings.

A company that sells products or services to another company.

GoZupees' human-like AI voice agent platform featuring sub-200ms response times, natural conversation flow, and deep backend integrations.

GoZupees' AI-powered co-pilot platform that provides real-time guidance to contact center agents, featuring live diagnostics, one-click fixes, and system integrations.

GoZupees' call center intelligence platform that transforms 100% of customer conversations into actionable insights using AI-powered speech analytics.

A particular form of something differing from earlier forms.

An AI-powered agent that can handle customer interactions without human intervention.

Technology allowing callers to request a callback instead of waiting on hold.

Software that emulates a physical computer system.

A logical grouping of network devices that appear to be on the same LAN regardless of location.

An AI system that can conduct voice conversations with customers autonomously.

Technology that uses voice patterns to verify a person's identity.

An automated system that uses speech recognition and synthesis to interact with callers.

GoZupees' technology for creating natural, brand-consistent AI voices for customer interactions.

Programs and processes for capturing customer feedback and expectations.

Technology that allows voice calls to be made over the internet.

A secure, encrypted connection over a public network.

A small satellite dish for satellite communication.

A telecommunications network extending over a large geographic area.

A call transfer where the agent introduces the caller to the receiving party before disconnecting.

The distance between successive peaks of a wave, determining frequency.

An HTTP callback that triggers when a specific event occurs in an application.

Systems and processes for optimizing staff productivity and scheduling.

Strategies and tools for improving agent performance and customer satisfaction.

Audio played only to the agent before connecting to a caller, providing caller information.

Real-time guidance provided to agents that only they can hear.

An authoritative report or guide explaining a complex issue.

Wireless networking technology using radio waves to provide high-speed network connectivity.

A small application or component providing specific functionality.

Campaigns designed to re-engage customers who have canceled or churned.

Using wireless links to connect cell sites to the core network.

A company that provides wireless internet access to customers.

A common metric for measuring the accuracy of speech recognition systems.

The current status of an agent in the contact center system.

A sequence of tasks that processes a set of data from initiation to completion.

The time an agent spends completing tasks after a call ends before becoming available for the next call.

A code selected by agents at the end of a call to categorize the interaction type or outcome.

A collective term for services delivered over the internet rather than provided locally.

A family of digital subscriber line technologies.

A markup language defining rules for encoding documents in a format readable by both humans and machines.

A pricing strategy that varies prices based on demand and capacity.

The ability to make updates or changes without service interruption.

AI capability to perform tasks without having seen examples of that specific task.

Automatic configuration of devices without manual intervention.

Routing calls to specific agents or centers based on the caller's geographic location.

The first generation of wireless cellular technology, using analog signals.

Available 24 hours a day, 7 days a week, indicating continuous availability.

The second generation of mobile networks, introducing digital encryption and SMS.

The third generation of mobile telecommunications, enabling mobile internet access.

The fourth generation of mobile network technology, providing high-speed mobile broadband.

A standard for wireless broadband communication, commonly referred to as 4G.

The fifth generation of mobile networks, offering enhanced speed, lower latency, and massive connectivity.

The principle that roughly 80% of effects come from 20% of causes; applied in service levels.

A set of media access control and physical layer specifications for implementing wireless local area networks.

A reliability standard allowing only 52.6 minutes of downtime per year.