Contact center acronyms

I will not go through all these, but again, we are going to leave this behind for you, and there is many more. There is probably 100 different acronyms. We talked about some of them, I will point out a few more.

ANI is called a lot of times ANI. ANI is automatic number identification that is part of the public telephone system and that sends ANI identification, which is, basically, your phone number when you call in. that is what supports things like a screen pop that allows us to identify who the customer is and then start looking up history and their benefit, their value to that organization, or maybe qualify where their interactions should be handled.

API is a programming interface. Since contact centers were initially developed to connect to everything, I am sure we have a wide variety of verticals on the phone here and a wide variety of customers. These APIs allow you to connect to back-end systems through open interfaces.

CTI is kind of related to that, a broader term. In the early days, believe it or not, data and voice were not connected. They were two completely different worlds, so there was a need to be able to take that voice world, take the ANI, perhaps, and pass that over to a data platform. So that is what CTI was developed for, to allow you to create the bridge between the voice and the telephone, or I should say the voice world and the data world. Of course, now voice is data most often, but there is still CTI, you will hear that out there.

And then, of course, on the right, we have got all these different business applications that support that we touched. I do not think we talked about knowledge base. Of course, Pega Customer Service™ has a very robust knowledge management, which, of course, is designed to provide knowledge not just to the agents as they are trying to process these interactions, but also to take that same knowledge and present it to customers over self-service platforms like chatbots, like web pages, things like that.

We talked about, workforce management. Workforce optimization is sort of an umbrella that was a term that was developed for workforce management and quality assurance. I talked about quality. Quality, of course, is, as I mentioned before, going back and typically listening to call recordings or digital interactions, looking at screen captures of digital interactions.

And the rest, I think you are familiar with.

Excellent, thank you! Questions on any of these? Comments?

All right.

Yeah, and we figured this is probably the area that you guys are going to be most familiar with here. You know, we definitely know you know the business stack. Some of the others, just real quick callout, you know, like, you know, the ACD, automatic call distributor. A lot of people think that we replace that when Pega comes in and makes that connection with the telephony system. That is not true, so they will still need that ACD. And what that is, it is, basically, the police for that interaction. It is sending it out to the right group, it is directing it to the skill sets, and things like that. Now we can augment that with Pega Customer Service. Being able to make it even more precise, but we do not replace the ACD. Cool, that is on either Genesis or Cisco or via another.

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