Glossary

Helpful A-Z glossary listing key terms, acronyms and their definitions.

V

Variance-to-Mean Ratio (VMR)

Variance-to-mean ratio or index of dispersion, represents the dispersion of a probability distribution. It is a statistical measure commonly used in telecommunications to check if traffic arrival is peak, smooth, or random. A high VMR that is greater than one indicates peaked traffic; a low VMR that is less than one indicates smooth traffic; and a VMR that equals one indicates random traffic arrival.

Video Calls

A visual communication method between two or more people over the internet.

Videoconferencing

A telecommunications technology that enables multiple participants from various locations to hold conference in a virtual environment.

Viral

A term that describes a post, image, video, advertisement, or digital content that is widely and rapidly circulated, viewed, or shared over the internet.

Virtual Agents

Refers to the artificial intelligence (AI) technology, that enables computer generated characters or chatbots to act as online customer service agents.

Virtual Call Center

A contact center that operates with agents working from different locations, but efficiently functions as if they were all in the same location.

Visible Queue

When callers are informed about the expected wait time by an automated announcement. This information allows callers to choose whether to wait till the call is answered by an agent, abandon the call, or request a call back.

VOC

See voice of the customer.

Voice of the Customer (VOC)

A complete assessment of the customer's needs, expectations, and preferences, which can be measured and gauged through customer feedback, monitoring live calls, or listening to call recordings.

Voice Processing

AKA speech processing, refers to a widely used system in call centers that facilitates capturing and analyzing human speech in order to respond to human speech more efficiently and accurately.

Voice Recognition System

A telephone system or software program that has the capability to decode and recognize human voice. It enables users to accomplish various tasks simply by giving specific voice commands.

Voice Over Internet Protocol (VoIP)

Voice over internet protocol (VoIP) or internet telephony, is a source of communication that enables users to make voice calls over the internet without relying on a regular phone line.

Voice Response Unit (VRU)

AKA interactive voice response unit (IVR), VRU is an automated telephone call answering system, that enables customers to access specific information or resolve simple concerns by choosing from a set of pre-established self-service options. VRUs support both voice recognition, and telephone touch-tone.

VOIP

See voice over internet protocol.

VRU

See voice response unit.