Technology & Telephony

The systems and protocols that move a call from caller to operator.

The system that holds inbound calls in queue and routes each one to the next-available appropriately-skilled operator.

The capture and storage of audio from inbound and outbound calls, used for quality assurance, training, and compliance.

Phone infrastructure hosted as a service rather than on-premise hardware, with telephony delivered over the internet.

The integration layer that links phone systems with operator-facing software, enabling screen-pops and click-to-dial.

A specific phone number that routes directly to a single extension, account, or queue inside a PBX.

An automated system that lets callers self-select options by pressing keys or speaking, before reaching a live agent.

The phone system that routes calls within an organization and connects them to the public phone network.

A virtual phone line that connects a PBX to the public phone network over the internet using the SIP protocol.

A software application that lets an operator handle calls on a computer, tablet, or phone without dedicated desk hardware.

A phone number with an 8XX area code (800, 833, 844, 855, 866, 877, 888) where the called party pays for the call.

Carrying phone calls over the internet using IP packets rather than legacy copper or cellular networks.

A live audio channel that lets a supervisor speak only to the operator during a call without the caller hearing.

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