Contact Center Operations

Knowledge Base

A Knowledge Base is a type of database used to store, share, and manage sets of information employees need to be successful on the job.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options via to

Intelligent Routing

Intelligent Routing (or Skills-based Routing), is a technology contact centers use to gather customer inquiries through voice, digital, or social channels, and then applies rules to route it to the agent best fit to resolve the issue.

Information Technology Outsourcing (ITO)

Information Technology Outsourcing is the transfer of ownership of some, or all information technology processes or functions to a service provider.

Indirect Sales

Indirect Sales represents a sales process where purchases are made through a third-party indirect sales channel (i.e. channel partners, sales partners, affiliates, or resellers) rather than through a company’s own internal sellers.

Inbound Call Center

An Inbound Call Center (or Inbound Contact Center) handle incoming calls from customers and businesses who need customer support or technical support concerning the products and services an organization provides.

Hypergrowth Accounts

Hypergrowth accounts are accounts Identified by TTEC as having the ability to rapidly grow based on specific criteria and buying behaviors.

Human Resources Outsourcing (HRO)

Human Resources Outsourcing (HRO) is the transfer of ownership of some, or all human resource processes or functions to a service provider.

Hosted Contact Center

A Hosted Contact Center, also often referred to as a Hosted Call Center is a modern customer experience solution where contact center software is installed or hosted by an off-site service provider's system.

Hosted Call Center

A Hosted Call Center is a modern customer experience solution where contact center software is installed or hosted by an off-site service provider's system.

Global In-house Center (GIC)

Global In-house Centers are service delivery operations typically in low-cost geographies, which are owned and operated by the same company receiving the services (i.e., not third-party outsourcing)

GDPR

The General Data Protection Regulation (GDPR) is a legal framework that sets guidelines for the collection and processing of personal information from individuals who live in the European Union (EU).