Contact Center Technology Resources | TTEC

June 12, 2023 Glossary Term

Digital Transformation

Digital Transformation (DX) is the process of moving an organization's outdated products, processes, and strategies to meet today's progressive, technology-savvy expectations.
June 12, 2023 Glossary Term

Digital Outsourcing

Digital Outsourcing is the practice of working with a third-party expert to implement and operate digital products and services.
June 12, 2023 Glossary Term

Digitalization

Digitalization is the use of digital technologies to change a business model.
June 12, 2023 Glossary Term

Digital first COO

A Digital First COO are executives like Chief Operating Officers and others who leverage technology, new channels and capabilities that prioritizes serving customers in the digital realm.
June 12, 2023 Glossary Term

CX Tech Ecosystem

A CX Tech Ecosystem is made up of the many technologies needed to integrate, orchestrate, automate, and operate customer interactions across the end-to-end customer lifecycle to enable amazing experiences at scale.
June 12, 2023 Glossary Term

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) is the combination of practices, strategies, and technlogies used by an organization to better manage and analyze customer interactions and data through the customer lifecycle.
June 9, 2023 Glossary Term

Customer Experience as a Service (CXaaS)

Customer Experience as a Service is a cloud-based customer solution for planning, designing, and executing activities that encompass all parts of the customer experience.
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 Software

Contact Center Software are applications built on top of contact center technology hardware to enable customer interactions either on-premise or in the cloud.
June 9, 2023 Glossary Term

Contact Center Outsourcing

The process of recruiting resources for a contact center outside of its organization to fill a task.
June 9, 2023 Glossary Term

Contact Center Management

Contact Center Management (or Call Center Management) is the specific way companies manage the daily operations and agent performance in the call center work environment to enable superior contact center performance and exemplary customer satisfaction sco
June 9, 2023 Glossary Term

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS) is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs.