Industry news Definitions

  • C

    chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • CRM (customer relationship management)

    Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • I

    Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • P

    programmatic marketing

    Programmatic marketing is best defined in two parts. In this case, 'programmatic' refers to a non-human decision-making process that can be initiated in real time.

  • R

    RFx

    RFx (request for x) encompasses the entire formal request process and can include any of the following: request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT).

  • V

    virtual agent (intelligent virtual agent or virtual rep)

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service.

  • virtual assistant (AI assistant)

    A digital assistant is an application program that can understand natural human language and complete electronic tasks for the end user.

  • voice recognition (speaker recognition)

    Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands.

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