CRM / Call Center Definitions

This glossary explains the meaning of key words and phrases that information technology (IT) and business professionals use when discussing CRM and related software products. You can find additional definitions by visiting WhatIs.com or using the search box below.

  • T

    Texting, Twitter, chat and IM abbreviations and acronyms

    Texting, Twitter, chat and IM abbreviations and acronyms are popular shorthand communications used on the Internet and mobile devices.

  • transactional marketing

    Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued)

  • trouble ticket (trouble report)

    A trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track the detection, reporting and resolution of some type of problem.

  • U

    up-sell

    Up-sell is a marketing term for the practice of suggesting higher priced products or services to a customer who is considering a purchase.

  • V

    video e-mail

    Video e-mail is an e-mail message with a video file either inserted in the body of the message or accessible through a hypertext link.

  • 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.

  • virtual call center

    A virtual call center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization.

  • voice logger

    A voice logger is a device or program used to record audio information from telephones, radios, microphones and other sources for storage on a computer's hard drive or removable media.

  • 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.

  • W

    Web analytics

    Web analytics is the process of analyzing the behavior of visitors to a Web site.

  • Web mining

    In customer relationship management (CRM), Web mining is the integration of information gathered by traditional data mining methodologies and techniques with information gathered over the World Wide Web.

  • Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-service is widely used in customer relationship management (CRM) and employee relationship management (ERM).

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