Virtual Agent – A virtual agent is a contact center capability that uses a virtual character, created through computer generation, animation, and artificial intelligence, as a customer service agent via chat bot functionality. A virtual agent may also refer to a contact center or call center customer service agent that works from a remote location outside of an organization’s physical building.
Virtual contact center (VCC) – A virtual contact center (VCC) is a solution that supports contact center agents in various geographical locations instead of a single physical location.
Virtual call center (VCC) – A solution that supports contact center agents who are dispersed geographically instead working from a single physical location to provide customer service interactions.
Voice response unit (VRU) – A software system that uses responses from a touch tone telephone to gather and store data. It uses a human voice to read back. It is sometimes referred to as the Interactive Voice Response.
Vocabulary – A collection of words that the system is able to recognize using Natural Language Speech Recognition.
Voice authentication – A biometric used to verify who the speaker says he or she claims to be.
Voice of customer (VOC) – A measurement used to describe the in-depth process of capturing a customer’s expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.
VOIC – Voice of internal customer.
Voice platform – A voice platform executes the commands and logic specified by a voice application, provides speech processing capabilities (e.g., speech recognition, text-to-speech, voice authentication) and enables application creation. They also interface with back-end systems (e.g., databases, CRM applications, legacy systems) and call center infrastructure (i.e., computer telephony integration), and provide system management and administration capabilities.
Voice print – A set of features extracted from a sample of a person’s voice that are stored in a speaker authentication system.
VOIP – Voice over IP (VoIP) is a technology that converts your voice into a digital signal, allowing you to make a call directly from a computer, a VoIP phone or another data-driven device. You can make phone calls anytime, anywhere, using an internet-connected computer, a headset and VoIP.
Voice user interface (VUI) – How a person interacts with a speech application.
VXML – Voice XML (extensible markup language) – VXML is similar to HTML in that it enables users to interact with the Internet through voice-recognition technology. It relies on a voice browser and/or the telephone to access information. VXML handles input and output audio dialog, dialog sequencing, error handling and client-side scripting.