Glossary
GlossaryTelecom & CX Glossary
Plain-language definitions for the telephony, contact-center, and AI terms you'll meet across Claritel.
A
C
Call Queue
A holding line where inbound callers wait until an agent becomes available. Queues can apply priority, announce position, and offer callback so customers are not stuck on hold.
Cloud Telephony
Phone-system functionality delivered over the internet instead of on-premise hardware. It lets teams provision numbers, route calls, and scale capacity on demand from a web dashboard.
CNAP (Calling Name Presentation)
A telephony feature that displays the caller's registered business name alongside their number on the recipient's device, improving trust and answer rates for legitimate outbound calls.
Related: Spam
CPaaS (Communications Platform as a Service)
A cloud model that lets businesses add voice, messaging, and other communications into their apps through APIs, without building or maintaining underlying telecom infrastructure.
Related: Cloud
I
P
Predictive Dialer
An outbound dialing system that places multiple calls at once and predicts agent availability, connecting answered calls to agents to maximise talk time and reduce idle waiting.
Related: ACD
S
SIP Trunking
A method of delivering voice calls over the internet using the Session Initiation Protocol, replacing traditional physical phone lines with virtual channels that scale easily.
Related: Cloud
Spam Labeling
When carriers or devices flag an outbound call as suspected spam, lowering answer rates. Proper number registration and calling reputation help legitimate businesses avoid mislabeling.
Related: CNAP
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