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Voice phishing, or vishing, [ 1] is the use of telephony (often Voice over IP telephony) to conduct phishing attacks. Landline telephone services have traditionally been trustworthy; terminated in physical locations known to the telephone company, and associated with a bill-payer. Now however, vishing fraudsters often use modern Voice over IP ...
Barr v. American Assn. of Political Consultants, Inc., No. 19-631, 591 U.S. ___ (2020) The Telephone Consumer Protection Act of 1991 ( TCPA) was passed by the United States Congress in 1991 and signed into law by President George H. W. Bush as Public Law 102-243. It amended the Communications Act of 1934. The TCPA is codified as 47 U.S.C. ยง 227.
Interactive voice response. Interactive voice response ( IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition ...
Voicemail. A voicemail system (also known as voice message or voice bank) is a computer-based system that allows people to leave a recorded message when the recipient is unable to answer the phone. The caller is prompted to leave a message and the recipient can retrieve said message at a later time. Voicemail can be used for personal calls and ...
A telecommunications relay service, also known as TRS, relay service, or IP-relay, or Web-based relay service, is an operator service that allows people who are deaf, hard of hearing, deafblind, or have a speech disorder to place calls to standard telephone users via a keyboard or assistive device. Originally, relay services were designed to be ...
A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party" (London, 1980). It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service.
The susceptibility of phone service to power failures is a common problem even with traditional analog service where customers purchase telephone units that operate with wireless handsets to a base station, or that have other modern phone features, such as built-in voicemail or phone book features.
First Call Resolution. First Call Resolution or First Contact Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. [1] FCR is one of the most-watched metrics and considered the most important call center industry metric.