Glossary

Escalation happens when a customer issue moves beyond frontline support. It’s not just about transferring a call – it’s about resolving tension before it becomes dissatisfaction.

If your customers are talking, Speech-to-Text (STT) makes sure you’re listening – and learning. In a digital-first contact center, voice interactions still matter.

In enterprise contact centers, outbound interactions are more than just calls. They’re strategic touchpoints designed to move revenue, retention, and customer sentiment.