Definition
Technology that carries voice calls over the internet instead of traditional phone lines. It is the foundation of cloud call centers.
Example
A sales rep calls customers from a laptop with a headset over the internet.
Read the full guideHow Much Does It Cost to Set Up a Call Center? Calculator: Traditional vs Cloud
Related Calls terms
نسبة المكالمات المتروكةAbandoned Call RateThe percentage of callers who hang up before an agent answers, usually because of long wait times.التوزيع الآلي للمكالمات ACDACD (Automatic Call Distribution)A system that routes incoming calls to available agents based on rules such as skill, least busy or round robin.تسجيل المكالماتCall RecordingSaving calls as audio for training, quality and dispute resolution, while informing customers about the recording as local regulations require.النقر للاتصالClick-to-CallCalling a customer with one click on their number inside the CRM or their profile, without dialing manually, with the call logged to their record.مركز الاتصال السحابيCloud Call CenterA call center that runs over the internet with no PBX or hardware in the office. Agents take calls from a browser or app, from anywhere.الرد الآلي الصوتي IVRIVR (Interactive Voice Response)A system that answers callers with a voice menu and routes them to the right department by keypad or speech.