### Contents - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Contact Center Software Resources ##### Glossary Terms, Discussions, and Reports to expand your knowledge on 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), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## 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 Recording](https://learn.g2.com/hubfs/Call%20recording.png "Call Recording")](https://www.g2.com/glossary/call-recording-definition) [Call Recording](https://www.g2.com/glossary/call-recording-definition) What is call recording and why is it important as a software feature? Our G2 guide can help you understand call recording and popular software with call recording features. by Priya Dey [![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 ## Contact Center Software Discussions 0 Question on: UJET [¿Why are call from Ujet Call delayed?](/discussions/27149-why-are-call-from-ujet-call-delayed) Normally, calls between customer - agents come with a little delay, it is not significant to be an inconvenience but, can make a call a little bit frustrating for customers We pride ourselves and having the best call quality as a VOIP CCaaS provider. If delays are happening, we want to help eliminate them through local network changes and can help you test. Please reach out to your local IT manager as well as email support@ujet.co and we can see why and eliminate latency in calls. Answered: Nathan Peace on May 28, 2020 [Your answer](/discussions/27149-why-are-call-from-ujet-call-delayed/comments/new?remote=true) 0 Question on: UJET [What improvement would be in future updates](/discussions/27146-what-improvement-would-be-in-future-updates) Have tool as all in one ove all platforms So many. Upcoming updates include SAML 2.0 integrations, deeper CRM integrations, and asynchronous chat configuration. Please reach out to your UJET Customer Success Manager in order to subscribe to our bi-weekly releases. Answered: Nathan Peace on May 28, 2020 [Your answer](/discussions/27146-what-improvement-would-be-in-future-updates/comments/new?remote=true) 0 Question on: UJET [Are there any other features besides chat shortcuts or statistics that can be implemented?](/discussions/27134-are-there-any-other-features-besides-chat-shortcuts-or-statistics-that-can-be-implemented) It would be nice to see Ujet in its fullest potential use with all the bells and whistles it can productively handle. For Chat, UJET offers chat shortcuts, statistics, transferring, agent notifications (and timeouts), customer information packets, and smart actions (Verification, Videos, and Pictures). We're going to continue to add to these throughout our product roadmap. To ensure you're using them to the fullest potential, please reach out to your UJET admin and your UJET Customer Success Manager. Answered: Nathan Peace on May 28, 2020 Comment deleted by user. Answered: Nathan Peace on May 28, 2020 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/27134-are-there-any-other-features-besides-chat-shortcuts-or-statistics-that-can-be-implemented/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/contact-center/resources?discussions_page=126) - [1](/categories/contact-center/resources) - [2](/categories/contact-center/resources?discussions_page=2) - … - [123](/categories/contact-center/resources?discussions_page=123) - [124](/categories/contact-center/resources?discussions_page=124) - [125](/categories/contact-center/resources?discussions_page=125) - [126](/categories/contact-center/resources?discussions_page=126) - 127 - [128](/categories/contact-center/resources?discussions_page=128) - [Next ›Next ›](/categories/contact-center/resources?discussions_page=128) ## Contact Center Software Reports Mid-Market Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Contact Center Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Grid® Report for Contact Center Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Spring 2026 G2 Report: Momentum Grid® Report