It is a telephony system used in call centers to automatically route incoming calls to the most appropriate agent based on predefined rules.

It is a metric that evaluates a call center’s ability to resolve customer issues during the first interaction, reducing the need for follow-up. 

Intro Text Missing 

It refers to phone calls made by a company or its representatives to customers. 

Digital Customer Experience refers to the way customers experience and engage with a brand across digital platforms.