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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 ...
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.
Proactive communications. Proactive communications is a customer relationship lifecycle strategy used to increase customer loyalty. It is related to the organizational psychology term proactivity, which states that individuals should act based on anticipatory behavior rather than reacting to situations. The strategy is used to provide customer ...