| EAD |
Eat a Donut |
Go eat a donut |
| ACD |
Automatic Call Distributor |
The routing engine that shuffles inbound calls to the right agent or queue. |
| IVR |
Interactive Voice Response |
The “Press 1 for billing, 2 for support…” phone tree that (hopefully) keeps queues sane. |
| FCR |
First-Contact Resolution |
% of interactions fully solved on the first try—gold standard CX metric. |
| AHT |
Average Handle Time |
Clock starts when the customer appears and stops when the wrap-up note is saved. |
| CSAT |
Customer Satisfaction Score |
Quick post-call/-chat rating, usually on a 1-5 scale. |
| NPS |
Net Promoter Score |
“How likely are you to recommend us…?” Loyalty litmus test from –100 to +100. |
| WFM |
Workforce Management |
Forecasting, scheduling and intraday tweaks that keep staffing (and CFOs) happy. |
| STT |
Speech-to-Text |
Converts voice into text so bots, analytics and agents can search or respond. |
| QM |
Quality Management |
Call scoring + coaching workflows to keep interactions on-brand and compliant. |
| CTI |
Computer-Telephony Integration |
Pops the customer record before the agent even says “hello.” |
| ASR |
Automatic Speech Recognition |
Core engine behind voicebots and real-time transcription. |
| TTS |
Text-to-Speech |
Turns bot replies or knowledge snippets into human-sounding audio. |
| BOT CR |
Bot Containment Rate |
% of sessions the virtual agent completes without human hand-off. |
| OCC |
Omnichannel Contact Center |
When voice, chat, social, email, SMS (and your sanity) all live in one pane. |
| RPA |
Robotic Process Automation |
Software robots that do swivel-chair data entry while agents stay customer-facing. |
| SPARK |
Sentiment-Prediction & Adaptive Response Kernel |
AI layer that changes tone mid-conversation when frustration spikes. |
| FOQS |
Fuzzy Omnichannel Queueing System |
Claims to “self-heal” queues with quantum-inspired wait-time math. |
| GLASS |
Generative Language-Assisted Service Studio |
Drag-and-drop canvas where prompts wire together into full bot flows. |
| WIZARD™ |
Workflow-In-Zero-Agent-Run-Design |
Marketing-heavy way of saying “no-code automations.” |
| ECHO-CX |
Empathy-Calibrated Human Overlay for CX |
Re-routes calls to your nicest agents when customer sentiment dips below 0.3. |
| NIMBLE |
Neural-Integrated Multichannel Bot with Latency-Elimination |
Startup promise: sub-50 ms responses, even on dial-up (sure…). |
| PRISM Score |
Proactive Resolution & Insight Satisfaction Metric |
“Looks forward” by predicting whether a solved case will stay solved. |
| HUSH Mode |
Hyper-Ultrasilent Screen-Hold |
Fancy name for muting agent side conversations—because it sounds cooler. |
| PIXIE Dust |
Predictive Intent-eXchange Inference Engine |
Allegedly guesses what the customer will ask next and pre-fetches answers. |
| ZEN-Stack |
Zero-Escalation Network Stack |
Re-brands every bit of your tech as part of a mythical “stack” that ends escalations forever. |
