### 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: 8x8 Work [My name is abdirisak I really like to this software.](/discussions/my-name-is-abdirisak-i-really-like-to-this-software) I'm glad to know! Yes, that's really an amazing software Answered: Muhammad Awais on August 28, 2022 excellent and intelligent segmentation Answered: Greg Kleypas on July 13, 2022 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/my-name-is-abdirisak-i-really-like-to-this-software/comments/new?remote=true) 0 Question on: Talkdesk [Is it possible to add an alarm whe a call is on queue?](/discussions/is-it-possible-to-add-an-alarm-whe-a-call-is-on-queue) If there is the option i cannot find it it is very importatn to be free to do some other things and if something goes wrong i need to be warned real time Hi Jorge, there are a couple of different options here. You can: 1. Set an alert in live reporting that visually indicates when a threshold is met. 2. Use Builder \> Integrations to trigger an email/other alert when a call enters the queue. 3. Use Talkdesk Connections to trigger an API event when certain conditions are met. We encourage you to reach out to your CSM. We'd love to understand what you are trying to achieve to help you build a solution that fits your needs. Answered: Aunalisa Arellano on May 14, 2025 Comment deleted by user. Answered: AJ Robles on October 21, 2022 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/is-it-possible-to-add-an-alarm-whe-a-call-is-on-queue/comments/new?remote=true) 0 Question on: Balto [Can we make it capture keywords faster so it can keep up with our screen pops?](/discussions/can-we-make-it-capture-keywords-faster-so-it-can-keep-up-with-our-screen-pops) I do not have an accent Balto is always a screen behind me. Meaning the suggestions are reactive not proactive which makes it difficult to use especially when it fails to capture keywords like Licensed Agent, Savings... Absolutely. Answered: LaTricha Turner on November 22, 2022 yes Answered: Andrea Smith on January 1, 2023 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/can-we-make-it-capture-keywords-faster-so-it-can-keep-up-with-our-screen-pops/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/contact-center/resources?discussions_page=4) - [1](/categories/contact-center/resources) - [2](/categories/contact-center/resources?discussions_page=2) - [3](/categories/contact-center/resources?discussions_page=3) - [4](/categories/contact-center/resources?discussions_page=4) - 5 - [6](/categories/contact-center/resources?discussions_page=6) - [7](/categories/contact-center/resources?discussions_page=7) - [8](/categories/contact-center/resources?discussions_page=8) - [9](/categories/contact-center/resources?discussions_page=9) - … - [127](/categories/contact-center/resources?discussions_page=127) - [128](/categories/contact-center/resources?discussions_page=128) - [Next ›Next ›](/categories/contact-center/resources?discussions_page=6) ## 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