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 Navigate travel’s peak season by focusing on CX Improved customer journeys lead to better travel experiences Travel and Hospitality
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 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 8, 2023 Glossary Term Chatbot A chatbot is automated software that simulates a chat conversation with a user in natural language through messaging applications, websites, mobile apps, or through the telephone.
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 Business Process Outsourcing (BPO): Definition and Benefits Business Process Outsourcing or BPO is providing non-primary organizational activities and functions to third-party suppliers.
June 8, 2023 Glossary Term Business Process Automation (BPA) Business Process Automation (BPA) (or Business Process Management (BPM)) refers to the use of technology to automate business procedures and streamline manual tasks and processes to save time on repetitive tasks to reduce costs caused by human error and i
June 8, 2023 Glossary Term Back Office Support Back Office Support is a position related to creating a better customer experience, but isn't necessarily affiliated with customer support.
June 8, 2023 Glossary Term Automation Automation is the technology by which a process or procedure is performed with minimal to no human assistance.
