Glossary

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A

B

C

D

E

F

G

H

I

J

K

L

M

N

O

P

Q

R

S

T

U

V

W

X

Y

Z

A

Agent Assist

AI

B

BYOC (Bring Your Own Carrier)

C

Click-to-Call

CCaaS (Contact Center as a Service)

Conversational AI

Cloud Contact Center

Chatbot

I

IVR

IVA

M

Microsoft Teams Direct Routing

Media Gateway

Microsoft Teams Operator Connect

P

PSTN

S

Softphones

Session Border Controller (SBC)

SIP Trunk

T

Text-to-Speech

V

Voicebot

Virtual Agent

Voice Quality Monitoring

VoIP

W

WebRTC