Six names, six jobs

WFM: who is scheduled.

Recording and quality: the audio and the rubric.

Analytics: what the recording is about, after the fact.

CRM: the customer record.

CPaaS: the communications features in an app.

E911: the FCC duties you re-read, not a box the model owns.

Sources and go deeper

Workforce management — Wikipedia wikipedia last checked 2026-10
Speech analytics — Wikipedia wikipedia last checked 2026-10
FCC, Multi-line telephone systems: Kari’s Law and RAY BAUM’S Act spec The page says its timeline is not the full rule text. Educational reading, not legal advice. last checked 2026-10
Customer relationship management — Wikipedia wikipedia last checked 2026-10
Platform as a service — Wikipedia wikipedia That URL opened the Platform as a service article. The communications-platform section is on that page. last checked 2026-10