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. 

Clear

  • s

  • A scheduling agent is a contact center or customer service representative responsible for setting up appointments and reminders for users. Read More

  • t

  • Text-to-Speech (TTS) technology converts written text into spoken language, significantly enhancing customer experiences. Read More

  • u

  • An utterance refers to a single spoken or written expression made by a user when interacting with a conversational AI system. Read More

  • v

  • Virtual agents (also known as Intelligent Virtual Agents) simulate live agent interactions using machine learning and natural language processing (NLP). Read More

  • w

  • Automatic call distribution (or ACD) is an inbound contact center management system that automatically receives incoming calls and distributes (or routes) users to the best agent Read More