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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  • m

  • A multichannel contact center is defined by its siloed communication across multiple channels like SMS, email, and phone. Read More

  • n

  • NPS, or net promoter score, is a CX KPI based on one question: "How likely are you to recommend this product/service to a friend?" Read More

  • o

  • An omnichannel contact center is a cloud-based hub where a company can monitor all customer interactions simultaneously. Read More

  • p

  • Patient experience (PX) is similar to customer experience in the sense that the goal is user satisfaction but differs since the end goal is the overal health and wellness of the patient. Read More

  • q

  • Queue management is optimizing the process of providing customer service to a pool of users waiting in line to talk to an agent. Read More