Telephony Application Server
The TAS performs a central function in the network of all telcos.
Its task is to keep the status of the connections stable on the basis of the network protocol SIP (Ses
IMS
What are IMS solutions and what are they used for?
If you write out the abbreviation, experts already know the principle: IMS = IP Multimedia Subsystem. This is a telecommunications system that
ASA - FCR - AHT: KPIs in Contact and Service Centers
What are KPIs?
In order to measure the quality of customer service and maintain defined service levels, business performance indicators have been
Entity Recognition
A term from the interface between linguistics and computer science. Specifically, it is about which proper names (company names, persons) a computer program can recognize in a text
Conversational AI
Conversational Artificial Intelligence simply describes the combination of conversation and artificial intelligence (AI). More comprehensively defined, it is a (customer) dialo
What is an Intelligent Virtual Assistant or Virtual Agent (IVA)?
Smart assistants, voice-first systems or even intelligent personal assistants such as Amazon Alexa, Google Assistant, Apple Siri
Service and Chat Bots
Ever talked to a robot? Probably not, you think. But if we translate talk with 'chat' and abbreviate robot as 'bot', your answer will be different. Because we encounter cha
VoiceBot
What exactly is a voice bot?
Voice bots are very similar to chat bots, which have been around for a long time and support customer service as a text-based dialog system on websites or in me
Power, Water, and Gas suppliers
Customers' expectations of suppliers as regards contactability and the scope and quality of services are already high. However, they are increasing all the time given
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