A
ACD Automatic Call Distributor
ACS Automatic Call Sequencer
ACW After-Call Work nawerktijd
AHT Average Handling Time gemiddelde gespreksduur
AHT Average Holding Time on Trunks gemiddelde wachttijd op lijn
ANI Automatic Number Identification automatische nummerherkenning
AOT Average Out Time gemiddelde gespreksduur uitgaande gesprekken
API Applications Programming Interface
AQT Average Queue Time zie AWT (2)
ARS Automatic Route Selection automatische routering
ARU Audio Response Unit meldteksteenheid
ASA Average Speed of Answer snelheid van antwoorden
ASCII American Standard Code for Information Exchange
ASP Active Server Page
ASP Application Server Provider
ASR Automatic Speech Recognition automatische spraakherkenning
ATA Average Time to Abandonment gemiddelde abandonment tijd
ATB All Trunks Busy alle lijnen bezet
ATM Asynchronous Transfer Mode
ATT Average Talk Time gemiddelde gesprekstijd
AWT Average Work Time gemiddelde werktijd
AWT (2) Average Wait Time gemiddelde wachttijd

B
BIC Best In Class beste binnen klasse
BPO Business Process Outsourcing
BRI Basic Rate Interface
BRM Business Relationship Management

C
CBT Computer Based Training
CCR Customer-Controlled Routing
CCS Centum Call Seconds
CDR Call Detail Recording
CD-ROM Compact Disc read-Only Memory
CD-R Recordable Compact Disc
CD-RW Rewritable Compact Disc
CED Caller-Entered Digits toetsinvoer
CGI Common Gateway Interface
CIM Customer Interaction Management
CIO Chief Information Officer
CIR Customer Interaction System
CIS Customer Information System
CIS Customer Interaction Software
CLEC Competitive Local Exchange Carrier
CLI Calling Line Identity
CMS Call Management System
CO Central Office hoofdkantoor
COM Component Object Model
CORB Common Object request Broker Architecture
~ wordt onvertaald gebruikt.
CPE Customer Premises Equipment
CRM Customer Relationship Management
CSR Customer Service Representative agent
CTD Cumulative Trauma Disorder
CTI Computer Telephony Integration
CVM Customer Value Management

D
DAT Digital Audio Tape
DCOM Distributed Component Object Model
DDD Direct Distance Dialing
DDE Dynamic Data Exchange
DID Direct Inward Dialing
DN Dialed Number gedraaid nummer
DNIS Dialed Number Identification Service nummeridentificatie
DNS Domain Name Server
DOA Dead On Arrival
DSL Digital Subscriber Line
DTMF Dual-Tone Multi Frequency

E
ECRM Electronic Customer Relationship Management
EIM Enterprise Interaction Management
ERM Enterprise Relationship Management
ERMS Email Response Management System
ERP Enterprise Resource Planning
EWT Expected Wait Time verwachte wachttijd

F
FAD Fax On Demand fax op verzoek
FTE Full Time Equivalent
FTP File Transfer Protocol
FX Foreign Exchange Line

G
GOS Grade of Service servicegraad
GUI Graphic User Interface

H
HR Human Resources personeelszaken
HTML Hyper Text Markup Language
HTTP Hyper Text Transport Protocol
HVAC Heating, Ventilation and Air-conditioning

I
ICR Intelligent Character Recognition intelligente karakterherkenning
IETF Internet Engineering Task Force
II Information Indicator
ILEC Incumbent Local Exchange Carrier
IM Instant Messaging
IRR Internal Rate of Return
IS Information Systems automatiseringsafdeling
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
ISP Internet Service Provider
IT Information technology informatietechnologie
IVR Interactive Voice Response
IWR Interactive Web Response
IXC Inter-Exchange Carrier

J
JTAPI Java Telephony Applications Programming Interface

K
KB Knowledge Base kennisbank
KB Kilo Byte (1024 bits)
KPI Key Performance Indicator prestatieindicator
~ wordt onvertaald gebruikt.
KRA Key Result Area resultaatgebied

L
LAN Local Area Network
LCD Liquid Cristal Display
LEC Local Exchange Carrier
LED Light Emitting Diode
LWOP Leave Without Pay vertrek zonder betaling

M
MAC Moves, Adds and Changes
MACRS Modified Accelerated Cost Recovery System
MBWA Management By Walking Around
MGCP Media Gateway Control Protocol
MIS Management Information System
MTBF Mean Time Between Failure

N
NCC Network Control Center
NCO Not Completed Order
NFAS Non-Facility Associated Signaling
NIC Network Interface Card
NPA Numbering Plan Area nummerplangebied
NSP Network Service Provider

O
OCR Optical Character Recognition optische karakterherkenning
ODBC Open Database Connectivity
OJS On Job Supervision coaching on the job
OJT On Job Training training on the job
OLAP Online Analytical Processing
OLE Object Linking and Embedding
OLTP Online Transaction Processing
OMG Object Management Group
OPTA Onafhankelijke Post en Telecom Autoriteit
ORB Object Request Broker

P
PABX Private Automatic Branche Exchange automatische bedrijfstelefooncentrale
PBX Private Branche Exchange bedrijfstelefooncentrale
PC Personal Computer
PCP Post-Call Processing nawerktijd
PDA Personal Digital Assistant electronische agenda
PI Profitability Index
POP3 Post Office Protocol 3
PRI Primary Rate Interface
PRIS Personeels Registratie en Informatie Systeem
PSC Public Service Commission
PSN Public Switched Network openbaar netwerk
PSTN Public Switched Telephone Network openbaar telefoonnet

Q
QOS Quality of Service

R
RAD Recorded Announcement Device
RAN Recorded Announcement meldtekst/boodschap
RFI Request for Information verzoek om informatie
RFP Request for Proposal verzoek om offerte
RFQ Request for Quote verzoek om prijsopgave
RFS Request for Service verzoek om service
RISC Reduced Instruction Set Computing
ROA Return on Assets
ROI Return on Investment
ROS Return on Sales
~ wordt onvertaald gebruikt.
RSF Rostered Staff Factor
RSVP Resource Reservation Protocol

S
SBR Skills-based Routing
SFA Sales Force Automation
SGML Standard Generalized Markup Language
SHTTP Secure Hyper Text Transport Protocol
SIP Session Initiation Protocol
SLA Service Level Agreement
SLI Service Level Indicator
SMDI Simplified Message Desk Interface
SMDR Station Message Detail Recording
SMTP Simple Mail Transfer Protocol
SNMP Simplified Network Management Protocol
SO Service Observation
SOHO Small Office Home Office
SOP Standard Operating procedure standaardprocedure/werkvoorschrift
SPAM Sending People Annoying Messages toezending ongewenste e-mail (spam)
SQL Structured Query Language
SS7 Signaling System 7

T
TAPI Telephony Applications Programming Interface
TB Tera Byte = 1.024 GB
TBT Technology Based Training
TCP/IP Transmission Control Protocol/Internet Protocol
TSAPI Telephony Services Application Programming Interface
TSF Telephony Service Factor
TSR Telephonic Sales or Service Representative
TTS Text-To-Speech tekst-naar-spraak omzetting

U
UA Unknown Address
UCD Uniform Call Distributor
URL Uniform Resource Locator
UUI User-to-User Information

V
VDT Video Display Terminal
VOIP Voice over Internet Protocol
VPN Virtual Private Network
VRU Voice Response Unit
VXML Voice Extensible Markup Language

W
WAN Wide Area Network
WAP Wireless Application Protocol
WATS Wide Area Telecommunications Service
WIFI Wireless Fidelity
WFMS Workforce Management System planningssysteem
WWW World Wide Web internet

X
XML Extensible Markup Language

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