Amazon Connect – Contact Centre Acronyms

The Contact Centre industry has an abundance of acronyms. Here is a post to cover the most popular Contact Centre Acronyms.

AI

Artificial Intelligence.

ACW

After Call Works.

AHT

Average Handling Time.

API

Application Programming Interface.

ANI

Automatic Number Identification

AMD

Answer Machine Detection

ASR

Automatic Speech Recognition.

BC

Business Continuity

BI

Business Intelligence

CC

Contact Centre

CCAAS

Contact Centre As A Service

CHD

Card Holder Data

CLI

Calling Line Identifier.

CRM

Customer Relationship Management

CTI

Computer Telephony Integration

CMS

Call Management System

CPaaS

Communications Platform as a Service

CVV

Card Verification Value

CX

Customer Experience

DC

Data Centre

DX

Digital Transformation

DDI

Direct Dialling Inward

DNIS

Dialled Number Identification Service.

DR

Disaster Recovery.

DTMF

Dual Tone Multi Frequency

DMZ

Demilitarized zone

FCR

First Call Resolution

FDS

Functional Design Document

HLD

High Level Design

ID&V

Identify and Verification.

IVR

Interactive Voice Response.

IVM

Interactive Voice Messaging

KB

Knowledge Base

KPI

Key Performance Indicator

LLD

Low Level Design

LOB

Line Of Business.

PAN

Primary Account Number (long number on a bank card)

PBX

Private Branch Exchange

PCI DSS

Payment Card Industry Data Security Standard

SaaS

Software as a Service

SIP

Session Initiation Protocol

SL

Service Level

TDS

Technical Design Specification

TTS

Text To Speech.

NPT

Non Productive Time

MFA

Multi-Factor Authentication

MI

Management Information

MIS

Management Information System.

PBX

Private Branch Exchange

WFO

Workforce Optimisation.

WFM

Workforce Management.

ML

Machine Learning.

NL

Natural Language.

NLU

Natural Language Understanding.

NPS

Net Promoter Score

PSTN

Public Switched Telephone Network

QA

Quality Assurance

QM

Quality Management

QOS

Quality Of Service

ROI

Return Of Investment

RPA

Robotic Processing Automation

UI

User Interface

UX

User Experience

VB

Voice Biometrics.

VUI

Voice User Interface

XaaS

Anything as a Service