IVR & Phone Systems Technical Terms

Operator Announcement Technical Terms ANONY (Announcement): The recorded oral message to the callers. REAR OFFICE (BO - Backoffice): The section where the unanswered calls in the first contact are processed and the customer is returned. Abandoned Call: If the caller is included in the queue with the customer representatives, the caller hangs up before reaching a representative. Answered Call: A system that, when referenced to a group of delegates, is considered to be answered when a call arrives at a representative. Call (Transaction) or Customer Contact: Phone calls, video calls, web and other types [...]