Definitive list of contact centre abbreviations and acronyms. We have collected over 70 of this for our customers and people who are interested.
| Short Name | Meaning |
|---|---|
| ACD | Automatic Call Distributor |
| ACW | After Call Work |
| AHT | Average Handling Time |
| ANI | Automatic Number Identification |
| API | Application Program Interface |
| ASA | Average Speed of Answer |
| ASR | Automatic Speech Recognition |
| ATA | Average Time of Abandonment |
| BC | Business Continuity |
| BI | Business Intelligence |
| BPO | Business Process Outsourcing |
| CC | Call Centre / Contact Centre |
| CDR | Call Detail Recording |
| CED | Caller Entered Digits |
| CEM | Customer Experience Management |
| CES | Customer Effort Score |
| CIS | Customer Information System |
| CLI | Calling Line Identity |
| CMS | Call Management System |
| COB | Continuity of Business |
| CRM | Customer Relationship Management |
| CTI | Computer Telephony Integration |
| CX | Customer Experience |
| CS | Caller Satisfaction |
| CSAT | Customer Satisfaction score |
| CSR | Customer Service Representative |
| DDI | Direct Dial-In (EU) |
| DID | Direct Inward Dialling |
| DNIS | Dialled Number Identification Service |
| DR | Disaster Recovery |
| DSL | Digital Subscriber Line |
| EWT | Expected Wait Time |
| FCR | First Call Resolution |
| FCRR | First Call Resolution Rate |
| FTE | Full Time Equivalent |
| IVR | Interactive Voice Response |
| IXC | Interexchange Carrier |
| KB | Knowledge Base |
| KM | Knowledge Management |
| KPI | Key Performance Indicator |
| LAN | Local Area Network |
| LOA | Least Occupied Agent |
| LOB | Line of business |
| MIA | Most Idle Agent |
| MOS | Mean Opinion Score |
| MPLS | Multiprotocol Label Switching |
| NSP | Network Service Provider |
| PBX | Private Branch Exchange |
| PSTN | Public Switched Telephone Network |
| QA | Quality Assurance |
| QM | Quality Monitoring |
| QoS | Quality of Service |
| RFI | Request for Information |
| RFP | Request for Proposal |
| RNA | Ring No Answer |
| ROI | Return on Investment |
| SaaS | Software as a Service |
| SIP | Session Initiation Protocol |
| SL | Service Level |
| SLA | Service Level Agreement |
| TAPI | Telephony Applications Programming Interface |
| TCO | Total Cost of Ownership |
| TFN | Toll Free Number |
| TTS | Text to Speech |
| UC | Unified Communications |
| UCaaS | Unified communications as a service |
| UCD | Uniform Call Distributor |
| VoIP | Voice Over Internet Protocol |
| VPN | Virtual Private Network |
| VRU | Voice Response Unit |
| WAN | Wide Area Network |
| WFM | Workforce Management |
| WFO | Workforce Optimization |