Technical support is the team of engineers and technicians that a company offers to resolve any technical issues that may arise whether they are client-side or not. 3CLogic’s support team is US-based and available 24/7 to handle service and support issues.
Talk time refers to the amount of time that an agent is actually connected and speaking to a customer or lead. Time spent dialing, or wasted reaching a wrong party or answering machine, negatively affects the talk time of the agent. More talk time means higher productivity for your contact center.
Telephony refers to the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. Telephony is commonly referred to as the construction or operation of telephones and communication systems which employ telephone equipment in the transmission of speech or other sound between points, with or without the use of wires. The term is also used for computer hardware, software, and network systems that perform functions traditionally performed by telephone equipment.
Uptime is a measure of availability, stability, and security. It describes the amount of time that a network, computer, or system is available and running, without outages or the need to be rebooted for system-related maintenance. 3CLogic’s contact center software solution offers up to 99.999% uptime.
VoIP stands for Voice over Internet Protocol, and is also called Voice over IP. It refers to the technology used for the delivery of voice and multimedia communication over the internet, rather than a telephone network.
V-TAG stands for Virtual Telephony Application Grid. It is an innovative grid computing technology that 3CLogic product development engineers created to address outages commonly associated with centralized servers while improving performance. V-TAG uses the computers of contact center agents to build a distributed grid network, which is redundant and maintains functions even if one of the computers experiences an outage or crisis.
Web Callback can refer to a click-to-call-back client for your website. This is a feature that enables customers to use an internet application or widget to set an appropriate time for an agent to contact them. Or, if a customer’s call is waiting in the queue for a long time, they can choose to be automatically called back when their position in the queue is reached and an agent is available to receive their call.
Whisper is a feature that allows contact center supervisors to advise agents while they are on a call with a customer. The supervisor can either send chat messages directly to the agent or verbally advise them. In the case of verbal advise, the agent will hear the supervisor’s voice in their headset, but the customer will not be aware that a third-party is listening in.
A widget is a small software application for the web with limited functionality that can be installed and executed within a web page by an end user.