June 12, 2023 Glossary Term Customer Service Automation Customer Service Automation (CSA) refers to any process and/or and technology that assists with reducing human error, eliminating repetitive inefficiencies, and increasing capacity at bottlenecks.
June 12, 2023 Customer Strategist In Depth How are brands using AI to improve customer experience? Technology is helping meet customer expectations better and faster
June 12, 2023 Customer Strategist Perspectives Travel and Hospitality Navigate travel’s peak season by focusing on CX Improved customer journeys lead to better travel experiences
June 9, 2023 Glossary Term Customer Intelligence Customer Intelligence (CI) is information pulled from both internal and external sources of customer data.
June 9, 2023 Glossary Term Customer Assist Customer Assist is TTEC's customer-facing intelligent virtual assistant (IVA) chat solution that provides 24/7 service, directly handles customer queries, and escalates to an associate as needed.
June 9, 2023 Glossary Term Customer Analytics Customer Analytics is the analysis of multiple customer-related data sources to identify customer trends, interaction opportunities, and to serve as a source for modeling.
June 9, 2023 Glossary Term Conversational AI Conversational AI is the set of technologies that enable computers to simulate real conversations including chatbots, speech-based assistants, and voice bots.
June 9, 2023 Glossary Term Contact Center Applications (CXA) Contact Center Applications (CXA) is another term for Contact Center Software.
June 9, 2023 Glossary Term Contact Center Analytics Contact Center Analytics are the analysis of standard contact center metrics to identify trends, impacts, causes and results.
June 8, 2023 Glossary Term Call Routing Call Routing is the process of sending voice calls to a specific queue based on predetermined criteria.
June 8, 2023 Glossary Term Call Center CRM Call Center Customer Relationship Management (CRM) is a technology solution that gives agents access to account information and history quickly.
June 8, 2023 Glossary Term Business Process Outsourcing (BPO): Definition and Benefits Business Process Outsourcing or BPO is providing non-primary organizational activities and functions to third-party suppliers.
