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Definitions

Definitions of key contact centre terms and phrases. Also found in our Contact Centre Jargon Glossary.

string pin route

What is Conditional Routing?

Contact Centre As A Service CCaaS written on technical support background

What Is Contact Centre as a Service (CCaaS)?

Gamification written on table

What Is Contact Centre Gamification?

Call Centre Operator wearing headset

What Is Contact Centre Management?

quality audio slider

What is Contact Centre Quality Assurance?

Conversation intelligence with a sound wave with smartphone

What Is Conversation Intelligence (CI)?

tagging tiles

What Is Conversation Tagging?

robots on string phone

What Is Conversational AI?

Conversational analytics written over speech bubbles

What Is Conversational Analytics?

Chat bubbles coming off phone with the words conversational commerce

What Is Conversational Commerce?

Silhouette businessmen shake hands with words corporate ethics

What Is Corporate Ethics?

CPA Cost per Acquisition Measurement

big thumbs up

centricity

What Is Customer Centricity?

Customer Data Analysis

What Is Customer Data Analysis?

data management

What Is Customer Data Management?

man stood on mountain

What Is Customer Experience Management (CEM)?

CX customer experience symbol. Concept words 'CX customer experience' on wooden blocks

What Is Customer Experience?

Customer journey analysis

What Is Customer Journey Analysis?

CLV acronym Customer Lifetime Value

What Is Customer Lifetime Value?

Customer loyalty in speech bubble in front of table with tablet

What Is Customer Loyalty?

database graphic

What is Customer Relationship Management (CRM)?

Customer retention written on paper on desk with stationary

What Is Customer Retention?

Faces in different colours with the words customer sentiment

What Is Customer Sentiment?