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Advanced Analytics
Advanced analytics refers toa range of data analysis techniques used to analyze data or business information from a variety of sources.
AIOps
Artificial intelligence for IT operations (AIOps) is the application of AI capabilities, such as natural languages processing (NLP) and machine learning (ML), to automate the streamline operational workflows.
Average handling time (AHT)
Average Handle Time (AHT) is a key performance metric commonly used in contact centers to measure the average length of a customer interaction.
Artificial Intelligence (AI)
Artificial intelligence is the simulation of human intelligence by machines using advanced analytics and logic-based techniques, including machine learning, to interpret data, automate decisions, and take actions.
Automation Solutions
Automation solutions aim to replace slow, outdated, and repetitive manual processes with automated workflows for more streamlined, efficient, and reliable operations.
Automated Workflows
Automated workflows leverage pre-defined business rules to flow tasks, documents, and information across work-related activities.
Agent Productivity
Customers needs and expectations have increased greatly in recent years. To address this, organisations must ensure sales and customer service departments maintain high productivity levels.
Business Process Optimization
Business Process Optimization is an operational practice of improving existing internal and external business processes by identifying inefficiencies, bottlenecks, and areas of improvement.
Business Process Transformation
Business Process Transformation refers to radical redesign and/or modernization of an organization’s processes to meet new and evolving goals, usually centered around digital transformation.
Business Process Automation
Business process automation (BPA) refers to the use of technology to automate intricate business processes vital to the organization’s core operations, streamline workflows, and improve efficiency within an organization.
Business Process Management
Business Process Management (BPM) plays a pivotal role in driving digital transformation initiatives.
Business Process Outsourcing
Business Process Outsourcing (BPO) is a cost-effective tactic employed by organisations to provide a variety of services through a third party. For example, in the retail industry it is quite common to outsource customer experience services to a third-party company which specialises in doing so.
Chatbots
Chatbots are software or computer programs that mimic human conversation through text or voice interactions.
Center of Excellence
A CoE is a centralized unit of experienced professionals with specialized knowledge and skills who guide the organization in the adoption of best practices in a particular focus area.
Churn Analytics
Churn analytics involves the evaluation of a company’s customer loss rate. It is the percentage of customers who stop doing business with a company.
Call Center Outsourcing
Call Center Outsourcing is the practice of enlisting external service providers to manage a company’s customer support, telemarketing, or other omnichannel customer engagement activities.
Chat Support
Chat support, also known as live chat or online chat support, refers to a customer service method that allows real-time communication between customers and support agents through text-based conversations.
Claims Management
Claims management across industries, particularly in healthcare, involves navigating the complexities of diverse reimbursement models, regulatory frameworks, and stakeholder interactions.
Content Moderation
Content Moderation is a fundamental component of social media management in which a moderator reviews posts, comments and other content inputted by platform users.
Customer Support
Customer support refers to the range of services provided by a company to assist customers before, during, and after the purchase or use of a product or service.
Customer Experience
Customer experience (CX) refers to the overall perception and interaction that customers have with a company or brand throughout their entire journey, from initial awareness and discovery through the purchase process, post-purchase support, and ongoing engagement.
Contact Center Outsourcing
Contact center outsourcing refers to the practice of contracting a third-party service provider to handle customer communication channels such as phone calls, emails, live chats, and social media inquiries on behalf of a company.
Contact Center Automation
Contact center automation refers to the use of technology (intelligent algorithms) to streamline and enhance the efficiency of customer interactions within a contact center.
Customer Lifetime Value
Customer lifetime value (CLV) is a business metric which indicates the amount of revenue a business can expect from an individual customer over the entire course of their business relationship.
Customer Experience Management
Customer Experience Management (CXM) involves overseeing and analysing all customer interactions with a business.
Call Quality Score
Call quality scoring refers to the process of measuring the effectiveness of conversations between a customer service representative and a customer.
Customer Lifecycle Management
Customer Lifecycle Management refers to the process of monitoring, analyzing, and refining each stage of the customer lifecycle. Metrics are assigned for each step of the life cycle to measure its performance and success.
Conversational AI
Conversational AI refers to technologies that enable machines to interact with humans through natural language processing (NLP) and machine learning.
CX Transformation
Customer Experience (CX) Transformation is the process of reimagining and redesigning the ways in which a company interacts with its customers across all touchpoints.
Data Operations
Data Operations (DataOps) leverages agile principles and cloud-based platforms to deliver data at greater speed, scale, and reliability, thus generating greater business value.
Data Visualization
Data visualization is representation of data using visual elements like charts, plots, graphs, infographics and so on.
Digitalization
Digitalization is the process of harnessing digital technologies to transform a business model.
Digital Customer Experience
Digital Customer Experience (DCX) refers to customers’ entire experience when interacting with a brand through digital channels, such as websites, mobile apps, social media, email, online chat, and more.
EdTech
EdTech, short for Education Technology, uses computers, software, and educational systems to provide learning and training to students and employees and improve educational outcomes.
Environmental, Social, and Governance
Environmental, social and governance (ESG) is a framework comprising criteria for evaluating corporate practices and performance on various environmental, social, and ethical issues.
First Call Resolution (FCR)
First call resolution (FCR) is a crucial metric in customer service that signifies when agents successfully resolve a customer’s needs the first time they call, eliminating the need fora follow up call.
Fintech
The term FinTech (financial technology) describes technological innovation in the design and delivery of financial services and products. It’s a broad category that leverages many different technologies (including Big Data, Machine Learning and AI) to automate and improve upon traditional forms of finance.
Health Insurance Portability and Accountability Act
A federal law, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a national standard that seeks to shield medical information.
HealthTech
HealthTech, also known as digital health, encompasses the use of technology to enhance the provision, payment, and utilization of healthcare services.
Intelligent Automation
Intelligent automation (IA) refers to the use of automation technologies to drive digital transformation.
Interaction Analytics
Interaction analytics transforms raw customer data gathered across multiple channels into structured data.
Inbound Customer Service
Inbound customer service refers to the process of handling incoming requests, inquiries, or issues from customers.
Intelligent Document Processing
Intelligent Document Processing (IDP) is a technology used to automate the extraction, classification, and processing of data from documents.
Intelligent Backoffice
Intelligent Backoffice refers to the integration of advanced technologies such as Artificial Intelligence (AI), Machine Learning (ML), Robotic Process Automation (RPA), and data analytics into the back-office operations of an organization.
Key Performance Indicators
Key Performance Indicators (KPIs) are measurable metrics that track the progress toward a desired outcome.
Knowledge as a Service
Knowledge as a Service (KaaS) integrates technology and human expertise to offer a holistic solution.
Machine learning
Machine learning (ML) is a subset of artificial intelligence (AI) and computer science.
Natural Language Processing
A facet of Artificial Intelligence, Natural Language Processing (NLP) refers to the capability of a computer program to understand human language, written or spoken.
Next Best Action
Next Best Action (NBA) is a technique wherein brands use data-driven insights to predict the next set of actions they need to take to elevate customer experiences, increase conversions, and improve loyalty.
Net Promoter Score
Net Promoter Score (NPS) is a customer loyalty and satisfaction metric measured by asking your customers how likely they are to recommend your offering on a scale of 0 – 10.
Omnichannel Customer Experience
An Omnichannel Customer Experience refers to the seamless transition a customer can make across various channels that a business operates, such as SMS, live chat, email, and more.
Operational Analytics
Operational analytics is a specialized category of business analytics that specifically targets the enhancement of current operational processes.
Outbound Customer Service
Outbound customer service involves proactive communication initiated by the company to reach out to customers.
Performance Analytics
Agent performance analytics entails a comprehensive evaluation of how individuals within a call center are performing across a diverse range of measurable metrics and Key Performance Indicators (KPIs).
Predictive Analytics
Predictive analytics is the science of utilizing data to anticipate future trends and events.
Patient Experience
Patient experience refers to the combination of interactions, perceptions and emotions encountered by a patient throughout their time receiving medical treatment or care from a healthcare facility.
Robotic Process Automation
Robotic Process Automation (RPA) refers to the use of software robots (or “bots”) to automate repetitive, rule-based tasks within business processes.
Sentiment Analytics
Sentiment analytics employs various computational techniques and algorithms to analyze the emotional tone behind words and phrases used in communication.
Speech Analytics
Speech analytics involves the analysis of spoken words during conversations to extract meaningful insights, patterns, and information.
Social Listening
Social listening refers to the process of proactively monitoring social media channels to identify brand mentions, competitor brand mentions, and any other content related to designated keyword.
The Voice of the Customer
The Voice of the Customer (VoC) refers to the collective insights, opinions, preferences, and feedback expressed by customers about a product, service, or brand. It encompasses the perspectives of customers regarding their experiences, expectations, and satisfaction levels.
Workforce Management
Workforce Management (WFM) refers to the strategic process of optimizing an organization’s human resources to maximize productivity, efficiency, and overall performance.

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