The term "ANI" refers to "automatic number identification", a feature of telephone networks which allows the origination phone number to be identified on toll calls. ANI's are traditionally used for …
Data Dip
A "data dip" is a database lookup that is performed when an inbound phone call arrives at an ACD. Contact centers use data dips to look up information associated with the caller in order to better …
DNIS
DNIS is an acronym for "Dialed Number Identification Service". A DNIS is a service offered by telcos which allows the identification of the phone number that a caller dialed. For example, if you …
UCaaS
UCaaS is an acronym for "unified communications as a service". UCaaS platforms are cloud delivered communications platforms that allow users (such as small, medium or large businesses) to subscribe …
CCaaS
CCaaS means "contact center as a service" or "call center as a service". CCaaS platforms are cloud-hosted contact center platforms which can be delivered to contact centers over the Internet (as a …
Call Pop
A call pop (also known as a "screen pop") is a way for a call center to present information about a call to an agent in conjunction with the arrival of an inbound call. A call pop can also be used …