Jargon buster

A contact centre is a fully integrated customer-centric communication hub. Agents handle calls with merged with other media sources such as CRM applications.

Contention is where two or more nodes compete to transmit data at the same time. The contention protocol defines the rate of service in this situation. A network with zero-contention means there is no competition for transmission and the entire bandwidth is solely available for use by the network user.

This is the number of devices that may be sharing the same connection to the internet from the Broadband provider. Most standard ADSL Broadband packages have a contention ratio of 50:1. Meaning that up to 49 other users may be sharing the connection. Broadband providers can offer varied contention ratios from 20:1 to 1:1. 

Convergence is the interlinking of multiple voice and data technologies and solutions into a single network.

see Class of Service

see Communications Provider

see Customer Premise Equipment

see Carrier Pre-Selection

see Customer Relationship Management

see Communications Service Provider

see Computer Telephony Integration

Customer Premise Equipment (CPE) is the hardware owned and housed by the customer.