June 14, 2023 Glossary Term Workforce Optimization (WFO) Workforce Optimization (WFO) is a strategy organizations use to maximize customer satisfaction with the least operational costs.
June 14, 2023 Glossary Term Workforce Management Workforce Management (WFM) is an all encompassing term surrounding business processes around having the right number of people at the right times to meet estimated call volume expectations.
June 14, 2023 Glossary Term Virtual Agents Virtual Agents (or Intelligent Virtual Assistants) are AI-assisted bots typically used in contact centers or call centers to drive customer interaction without the help of a human agent by leveraging natural language processing (NLP) and natural language
June 14, 2023 Glossary Term Target Operating Model Target Operating Model (TOM) is the desired state for an organization's operating model.
June 14, 2023 Glossary Term Speech Analytics Speech Analytics are the analysis of transcribed voice and ingested text engagements along with metadata including CRM and notes to identify trends, voice-of-the-customer insights, performance drivers, and other insights.
June 14, 2023 Glossary Term Single Customer View A Single Customer View (Propensity Modeling) is an aggregated, consistent, and holistic representation of an organization's customer data.
June 13, 2023 Glossary Term Robotic Process Automation (RPA) Robotic Process Automation (RPA) is software with Artificial Intelligence (AI) and Machine Learning that handles common, high-volume, repetitive tasks, leading to cost savings and greater efficiency.
June 13, 2023 Glossary Term Robotic Desktop Automation (RDA) Robotic Desktop Automation (RDA) is a part of larger group of automation tools used for enterprise-wide process and workflow improvements.
June 13, 2023 Glossary Term RealPlay™ RealPlay™ is TTEC's AI-enabled simulated learning solution that allows participants to interact in real time with an AI-powered bot conducting training scenarios.
June 13, 2023 Glossary Term Prescriptive Analytics Prescriptive Analytics prescribe and drive the behavior of a customer to act in a desired way toward a desired outcome based on the interpretation and analysis of multiple data sources.
June 13, 2023 Glossary Term Predictive Analytics Predictive Analytics is the use of big data, Artificial Intelligence, advanced algorithms, and intuitive machine learning techniques to create predictions about future results based on historical data.
June 13, 2023 Glossary Term Next Best Action Next Best Action solutions are part of an AI-powered decisioning hub that’s based on a deep understanding of a specific customer’s unique journey and delivers proactive and personalized customer experiences in the moment.
