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ACD – Automatic Call Distribution API Attended RPA Average Handling Time (AHT)Blending/Call Blending Business Automation Business Intelligence (BI)Business Process Management Call Back Call Center Call Deflection Call Monitoring Call Recording Call Routing CES (Customer Effort Score)Channel Shift Chatbot ChatGPT Citizen Developer Closed-Domain Bots Cloud Cloud Contact Center Contact Center Contact Center as a Service CCaaS Contact Center Kennzahlen Conversational AI Conversational User Interface CTI (Computer Telephony Integration)Customer Experience Management Customer Journey Customer Relationship Management Customer Satisfaction Score (CSAT)Customer Service Deep Learning Dialer Digital Worker/ Digital Workforce Document Understanding Dunkelverarbeitung E-Mail Response Management System (ERMS)End-to-End Automatisierung Everything as a Service (XaaS)First Contact Resolution Rate (FCR)Generative KI Human in the Loop Hyperautomation Inbound Telefonie Input Management Intelligent Process Automation Intelligente Dokumenten Automatisierung IVR – Interactive Voice Response Künstliche Intelligenz Large Language Model (LLM)Low-Code Machine Learning / Maschinelles Lernen Microsoft Power BI Natural Language Processing No-Code NPS (Net Promoter Score)Omnichannel Management Open-Domain Bots Optical Character Recognition Outbound Telefonie Power Dialing Predictive Dialing Preview Dialing Private Branch Exchange (PBX)Process Mining Qualitätsmanagement Qualitätssicherung Glossar Robotic Process Automation Self-Service Smart IVR Speech Analytics Total Experience Management Unattended RPA Unified Desktop Virtual Assistant Voice Analytics Voice over IP Voicebot Voicebot Glossar WebRTC Workflow Management Workforce Management