Glossary

The IntelePeer glossary defines common vocabulary, terms, acronyms, metrics, and phrases related to our service offerings. To find the term you’re looking for, use the search bar or navigate using the alphabet bar at the top of the page. 

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  • a

  • Average Handle Time, or AHT, is a common call and contact center KPI that measures how long it takes to complete a customer interaction. Read More

  • b

  • Bulk messaging is sending an SMS (text message) to a large audience. After creating the message, the text is sent to a bulk SMS sender, who then delivers it to a specified group of users Read More

  • c

  • Conversational IVR (Interactive Voice Response) is a technology that allows callers to interact and converse with an AI agent programmed to listen and respond to the user. Read More
  • A CSR is the frontline employee responsible for customer support and inquiry resolution. They interact with customers through various channels, such as phone, chat, email, and social media. Read More

  • d

  • A dental service organization, or DSO, contracts with independent dentists to manage organizational and administrative tasks like payroll, appointment scheduling, and personnel management. Read More