www.contactcenterpipeline.com Pipeline Articles tech line / jul 2012 By Lori Bocklund and Matt Morey, Strategic Contact Contact Center Technology Testing
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Contact Center Technology Acronyms Quick Reference A K U
B L V
C M W
D N X
E O
F P
G Q
H R
I S
A ACD ACW AHT ANI API ASA ASP ASP ASR ATA ATB ATM
Automatic Call Distributor After-Call Work Average Handle Time Automatic Number Identification Applications Programming Interface Average Speed of Answer Active Server Pages Application Service Provider Automatic Speech Recognition Average Time to Abandonment All Trunks Busy Asynchronous Transfer Mode
B BA BC/DR BCP BI BIC BPO BRI BU
Business Analyst Business Continuity/Disaster Recovery Business Continuity Planning Business Intelligence Best-in-Class Business Process Optimization Basic Rate Interface Business Unit
C CC CCR CCS CCXML CDA CDR CEBP CED CGI CIS CLEC CLI
Call Center/Contact Center Customer-Controlled Routing Centum (100) Call Seconds Call Control Extensible Markup Language Consolidated Desktop Application Call Detail Recording Communications Enabled Business Processes Caller Entered Digits Common Gateway Interface Customer Information System/Customer Interaction Software Competitive Local Exchange Carrier Calling Line Identification (used outside North America)
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J T
1
C CLID CMS CO COM/DCOM CORBA CoS CPE CPU CRM CSat (of cSat) CSR CSTA CTI CxO
Calling Line Identification Call Management System Central Office Component Object Model/Distributed Component Object Module Common Object Request Broker Architecture Class of Service Customer Premises Equipment Central Processing Unit Customer Relationship Management Customer Satisfaction Customer Service Representative Computer Supported Telecommunications Applications Computer Telephony Integration Chief x Officer (x = Executive, Marketing, Operations, Financial, etc.)
D DAT DB DCOM DDE DID DN DNIS DRP DSL DTMF
Digital Audio Tape Database Distributed Component Object Model Dynamic Data Exchange Direct Inward Dialing Dialed Number Dialed Number Identification Service Disaster Recovery Plan Digital Subscriber Line Dual Tone Multi-Frequency (Touch Tone)
E EAI ECMA ERMS ERP EWT
Enterprise Application Integration European Computer Manufacturer’s Association Email Response Management System Enterprise Resource Planning Expected Wait Time
F FCR FCRR FIFO FMC FTE FX
First Call/Contact Resolution First Call/Contact Resolution Rate First In, First Out Fixed Mobile Convergence Full-Time Equivalent Foreign Exchange Line
G GOS GUI
Grade of Service Graphical User Interface
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2
H HR HTML HTTP HW
Human Resources Hypertext Markup Language Hypertext Transport Protocol Hardware
I ICR IEEE IETF II IM IP IS ISDN ISO ISP IT ITIL ITSP ITU IVR IWR IXC
Intelligent Character Recognition Institute of Electrical and Electronics Engineers Internet Engineering Task Force Information Indicator Instant Message Internet Protocol Information Systems Integrated Services Digital Network International Standards Organization Internet Service Provider Information Technology Information Technology Infrastructure Library Internet Telephony Service Provider International Telecommunication Union Interactive Voice Response Interactive Web Response Interexchange Carrier
Knowledge Base Kilobits per second Knowledge Centered Support Knowledge Management Key Performance Indicator
L LAN LEC LED LOA LWOP
Local Area Network Local Exchange Carrier Light Emitting Diode Least Occupied Agent Leave Without Pay
M M&A Mbps MCU
Merger and Acquisition Megabits per second Multipoint Control Unit
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3
M MGCP MIA MIS MM MMR MOS MPLS MRCP
Media Gateway Control Protocol Most Idle Agent Management Information System Multimedia Multi-Media Routing Mean Opinion Score Multiprotocol Label Switching Media Resource Control Protocol
N NCC NFAS NIC NOC NPA NSP
Network Control Center Non-Facility Associated Signaling Network Interface Card Network Operations Center Numbering Plan Area Network Service Provider
O OA&M OCR ODBC OJT OLAP OLE/DDE OLTP OMG OPA OPX ORB OSI
Operations, Administration, and Maintenance Optical Character Recognition Open Database Connectivity On-the-Job Training Online Analytical Processing Object Linking and Embedding/Dynamic Data Exchange Online Transaction Processing Object Management Group Off-Phone Activity Off Premises Extension Object Request Broker Open System Interconnection
P PABX PBX PCM PCP PDA PM PO POP3 PRI PSN PSTN PTT
Private Automatic Branch Exchange Private Branch Exchange Pulse-Code Modulation Post-Call Processing Personal Digital Assistant Performance Management Performance Optimization Post Office Protocol 3 Primary Rate Interface Public Switched Network Public Switched Telephone Network Postal Telephone & Telegraph
Q
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4
Q QA QM QoS
Quality Assurance Quality Management Quality of Service
R RACI RBOC RFC RFI RFP RFQ RNA ROI RPC RSF RSS RSVP RTP
Responsible, Accountable, Consulted, Informed Regional Bell Operating Company Request for Comment/Change Request for Information Request for Proposal Request for Quote Ring No Answer Return on Investment Remote Procedure Call Rostered Staff Factor Really Simple Syndication Resource Reservation Protocol Real-Time Transport Protocol
S SA SaaS SBR SCP SFA SIP SIT SL SLA SME SMS SMTP SNA SNMP SOA SOHO SQL SRGS SS7 SSML STP SW
Speech Analytics Software as a Service Skills Based Routing Signal Control Point Sales Force Automation Session Initiation Protocol System Integration Testing Service Level Service Level Agreement Subject Matter Expert Short Message Service Simple Mail Transfer Protocol Systems Network Architecture Simplified Network Management Protocol Service Oriented Architecture Small Office Home Office Structured Query Language Speech Recognition Grammar Syntax Signaling System 7 Speech Synthesis Markup Language Signal Transfer Point Software
T TAPI TCO
Telephony Applications Programming Interface Total Cost of Ownership
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5
T TCP TCP/IP TDM TLA TQM TSAPI TSF TSR TTS
Transmission Control Protocol Transmission Control Protocol/Internet Protocol Time-Division Multiplexing Three-Letter Acronym Total Quality Management Telephony Services Application Programming Interface Telephone Service Factor Telephone Service Representative Text-to-Speech
U UAT UC UCD UDP URL USB UUI
User Acceptance Testing Unified Communications Uniform Call Distributor User Datagram Protocol Uniform Resource Locator Universal Serial Bus User-to-User Information
V VDT VLAN Vmail VoC VoIP VPN VRU VXML
Video Display Terminal Virtual Local Area Network Voicemail Voice of the Customer Voice Over Internet Protocol Virtual Private Network Voice Response Unit Voice Extensible Markup Language
W WAN WAP WFM WFMS WFO WWW
Wide Area Network Wireless Application Protocol Workforce Management Workforce Management System Workforce Optimization World Wide Web
X XHMI XHTML XML
Extensible Human Machine Interface Extensible Hypertext Markup Language Extensible Markup Language
Updated April 2014
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