UCaaS
The meaning behind the acronym, MVP
What is Message, Video, Phone?
The word for multiple ways or platforms (channels) that customers can use to get in contact with a company
What is Omnichannel?
RingCentral partnered with this company to create ACO
What is Avaya?
Highest title an IT professional can achieve within a company
What is CIO / CTO / CISO?
This social media platform is useful for networking and personal outreach to prospects
What is LinkedIn?
The meaning behind the acronym, TCO
What is total cost of ownership?
These reports offer data or statistics of different metrics or KPIs, often times communicating meaningful patterns
What are analytics?
This company merged with ShoreTel
What is Mitel?
This title is the most focused on cost effective solutions and providing an ROI
What is a CFO?
This platform focuses on creating personal bonds through gifting
What is Alyce?
Equipment that is installed / maintained on site and not connected to a data network
What is an on-premise PBX?
This % score is a commonly used metric to measure customer service performance - average is 15%, good is 25%, and excellent is 50%+
What is CSAT / Customer Satisfaction Score?
This competitor uses a tiered licensing structure, with the most common tiers being E3 and E5
What is Microsoft Teams?
This title represents IT leadership who typically cannot make purchasing decisions
What is an IT Manager?
A predetermined series of touch points prospects are entered into
What is an Outreach sequence?
RingCentral recorded a 500% YoY growth with this integration
What is Teams Direct Routing?
This CC feature is a window or dialogue box that appears on an agents desktop to display customer / prospect information when receiving a call
What is a screen pop?
Our competitor, 5 9s, was recently acquired by this company
What is Zoom?
This title does not DIRECTLY manage CCs, but typically has oversight and can make purchasing decisions
What is Director of Ops / COO?
This type of list is configured to pull up prospects within a specified criteria
What is a lead view / report?
This mandates that a service will be unavailable for no more than 5 minutes and 15 seconds a year
What is a 5 9s SLA / Reliability?
This is the most costly operating expense to a CC
What are agents?
This historically on-premise provider is known to have a robust offering but is also expensive to maintain, not easy to use, and has a complex implementation
What is Cisco?
The primary goals of this title are to - Improve customer & agent experience, reduce agent turnover, drive operational efficiency, and remove customer friction
What is a Contact Center Leader (VP, Dir. of, Head of, CC, CS, CX)
This machine learning program is designed to identify and notify when prospects / companies have engaged in the market
What is ZoomInfo Intent?