Glossary
- Asynchronous contact
deferred response contact. Examples: letters, e-mails, SMS, fax, etc.
- Bluelink
- Cross Selling
cross sales during a telephone call.
- Help desk
technical assistance over the telephone.
- Inbound
inbound calls.
- IVS
- Interactive Voice Server
Telephony equipment linked to a data base and enabling access to information during a vocal transaction (through the use of DTMF keys).
- Outbound
outbound calls.
- PABX
- Private Automatic Branch Exchange
Private Automatic Branch Exchange.
- Synchronous contact
immediate response contact. Examples: telephone, discussion forums, etc.
