### Contents

- [**Glossary Terms**](#resources-glossary_terms)
- [**Discussions**](#resources-discussions)

# Call & Contact Center Software Resources

##### Glossary Terms and Discussions to expand your knowledge on Call & Contact Center Software

Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [feature definitions](#resources-glossary_terms) and [discussions](#resources-discussions) from users like you.

[ContentsExpand/Collapse Contents](#)
- [**Glossary Terms**](#resources-glossary_terms)
- [**Discussions**](#resources-discussions)

## Call & Contact Center Software Glossary Terms

[![Speech Analytics](https://learn.g2.com/hubfs/G2CM_GI739_Glossary_Article_Images-%5Bspeech_analytics%5D_V1b.png "Speech Analytics")](https://www.g2.com/glossary/speech-analytics-definition)

[Speech Analytics](https://www.g2.com/glossary/speech-analytics-definition)

Speech analytics uses artificial intelligence tools to gather relevant business information from real customer call data. Learn about types and benefits.

by Holly Landis

[![Call Queuing](https://learn.g2.com/hubfs/G2CM_GI021_Call_queuing_V1a.png "Call Queuing")](https://www.g2.com/glossary/call-queuing)

[Call Queuing](https://www.g2.com/glossary/call-queuing)

Call queuing is the process of putting inbound calls on hold or in a queue when all contact center agents are busy helping other customers. Learn more about its benefits and best practices that can empower businesses to effectively support their customers.

by Sagar Joshi

## Call & Contact Center Software Discussions

0

Question on: Genesys Cloud CX
[What does Zendesk software do?](/discussions/what-does-zendesk-software-do)

What does Zendesk software do?

It is a ticketing Tool

Answered: Musaveer Ali on August 31, 2022

Zendesk is a customer support software that helps businesses manage customer queries, support tickets, live chats, and emails in one platform. It allows support teams to track issues, respond to customers quickly, and monitor service performance. Very easy to manage software. 

Answered: Abdul Amaan on March 16, 2026

[See more answers (1)](javascript:void(0);)

[Your answer](/discussions/what-does-zendesk-software-do/comments/new?remote=true)

0

Question on: Genesys Cloud CX
[What is the Active Directory used for?](/discussions/what-is-the-active-directory-used-for)

What is the Active Directory used for?

To control and manage users and computers of a company.

Answered: Anthony Malbrough on October 12, 2023

[Your answer](/discussions/what-is-the-active-directory-used-for/comments/new?remote=true)

0

Question on: Ringover
[How does Ringover work?](/discussions/how-does-ringover-work)

How does Ringover work?

Don't use it

Answered: Angus Lee on February 15, 2023

[Your answer](/discussions/how-does-ringover-work/comments/new?remote=true)

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