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ABANDON RATE – Abandon Rate refers to the percentage of phone calls disconnected before being answered in a call center queue. fficeffice" />

ACD – Automatic Call Distribution. ACD routes calls based on user/agent roles and skills, location, channel or other automation issues.

ASP – Application Service Provider. A host service provider allowing you to outsource your database and applications servers as well as their service and maintenance.

BACK-OFFICE – Business applications, which relate to the day-to-day transactions of a business such as accounting, logistics, human resources.

BROWSER – A software program used to query, search and view information on computer sites connected to the Internet.