{"id":464555,"date":"2023-01-24T01:36:45","date_gmt":"2023-01-24T09:36:45","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=464555"},"modified":"2025-03-27T15:36:41","modified_gmt":"2025-03-27T22:36:41","slug":"definitions","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/definitions","title":{"rendered":"Definitions"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;breadcrumb-section&#8221; css=&#8221;.vc_custom_1664759458579{padding-top: 1.5rem !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<ul class=\"breadcrumb-list\">\n<li class=\"breadcrumb-list-item\"><a class=\"breadcrumb-link\" href=\"https:\/\/www.genesys.com\/en-gb\">Home<\/a><\/li>\n<li class=\"breadcrumb-list-item\">Glossary<\/li>\n<\/ul>\n<p>[\/vc_column_text]<style type='text\/css'>\r .breadcrumb-section .row .breadcrumb-list { display: flex; list-style: none; flex-wrap: wrap; padding: 0; margin:0; } .breadcrumb-section .row .breadcrumb-list .breadcrumb-list-item:not(:last-child):after { content: \"\/\"; margin-left: 10px; margin-right: 10px; } @media (max-width: 991.98px) { .section_wrapper .vc_section.breadcrumb-section { padding-top: 1.5rem!important; padding-bottom: 0px!important; } .section_wrapper .vc_section.heading-section { padding-bottom: 0px!important; } } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1664782182074{padding-bottom: 0px !important;}&#8221; el_class=&#8221;heading-section&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column][vc_column_text]<\/p>\n<h1 class=\"font-roboto\">Contact Centre Definitions<\/h1>\n<p class=\"text-24\">Glossary of contact centre, call centre and customer experience terms<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"floating-nav-container\"><div class=\"sticky-letter-nav container\"><div class=\"letter-col\"><ul class=\"letter-list\"><li class=\"letter-list-item group-A\"><a href=\"#group-A\">A<\/a><\/li><li class=\"letter-list-item group-B\"><a href=\"#group-B\">B<\/a><\/li><li class=\"letter-list-item group-C\"><a href=\"#group-C\">C<\/a><\/li><li class=\"letter-list-item group-D\"><a href=\"#group-D\">D<\/a><\/li><li class=\"letter-list-item group-E\"><a href=\"#group-E\">E<\/a><\/li><li class=\"letter-list-item group-F\"><a href=\"#group-F\">F<\/a><\/li><li class=\"letter-list-item group-G\"><a href=\"#group-G\">G<\/a><\/li><li class=\"letter-list-item group-H\"><a href=\"#group-H\">H<\/a><\/li><li class=\"letter-list-item group-I\"><a href=\"#group-I\">I<\/a><\/li><li class=\"letter-list-item group-J\"><a 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class=\"back-to-top\"><a href=\"#\"><i class=\"fal fa-arrow-up up-icon\"><\/i>Back to top<\/a><\/div><\/div><\/div><div class=\"glossary-container\"><div class=\"glossary-nav-container\"><div class=\"search-col mb-2\"><i class=\"fa-kit search-icon fa-magnifying-glass\"><\/i><input type=\"text\" name=\"search-glossary\" class=\"search-glossary\" placeholder=\"Search term\"><a class=\"clear-search\" href=\"#\"><span class=\"clear-icon\">\u2716<\/span><\/a><\/div><div class=\"letter-col\"><ul class=\"letter-list\"><li class=\"letter-list-item group-A\"><a href=\"#group-A\">A<\/a><\/li><li class=\"letter-list-item group-B\"><a href=\"#group-B\">B<\/a><\/li><li class=\"letter-list-item group-C\"><a href=\"#group-C\">C<\/a><\/li><li class=\"letter-list-item group-D\"><a href=\"#group-D\">D<\/a><\/li><li class=\"letter-list-item group-E\"><a href=\"#group-E\">E<\/a><\/li><li class=\"letter-list-item group-F\"><a href=\"#group-F\">F<\/a><\/li><li class=\"letter-list-item group-G\"><a href=\"#group-G\">G<\/a><\/li><li class=\"letter-list-item group-H\"><a href=\"#group-H\">H<\/a><\/li><li class=\"letter-list-item group-I\"><a href=\"#group-I\">I<\/a><\/li><li class=\"letter-list-item group-J\"><a href=\"#group-J\">J<\/a><\/li><li class=\"letter-list-item group-K\"><a href=\"#group-K\">K<\/a><\/li><li class=\"letter-list-item group-L\"><a href=\"#group-L\">L<\/a><\/li><li class=\"letter-list-item group-M\"><a href=\"#group-M\">M<\/a><\/li><li class=\"letter-list-item group-N\"><a href=\"#group-N\">N<\/a><\/li><li class=\"letter-list-item group-O\"><a href=\"#group-O\">O<\/a><\/li><li class=\"letter-list-item group-P\"><a href=\"#group-P\">P<\/a><\/li><li class=\"letter-list-item group-Q\"><a href=\"#group-Q\">Q<\/a><\/li><li class=\"letter-list-item group-R\"><a href=\"#group-R\">R<\/a><\/li><li class=\"letter-list-item group-S\"><a href=\"#group-S\">S<\/a><\/li><li class=\"letter-list-item group-T\"><a href=\"#group-T\">T<\/a><\/li><li class=\"letter-list-item group-U\"><a href=\"#group-U\">U<\/a><\/li><li class=\"letter-list-item group-V\"><a href=\"#group-V\">V<\/a><\/li><li class=\"letter-list-item group-W\"><a href=\"#group-W\">W<\/a><\/li><\/ul><\/div><\/div><div class=\"glossary-term-container\"><div class=\"term-group\" id =\"group-A\" data-display-count=\"46\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">A<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Absence management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-absence-management\" class=\"term-title\">Absence management<\/a><p class=\"term-description\">Absence management ensures efficient tracking of employee absences, helping businesses maintain optimal staffing levels.<\/p><\/div><div class=\"term-data\" data-term-value=\"Adaptive customer journeys\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-adaptive-customer-journeys\" class=\"term-title\">Adaptive customer journeys<\/a><p class=\"term-description\">Adaptive customer journeys use real-time data and insights to adjust the customer experience based on individual behaviors and preferences. This dynamic approach allows companies to personalise interactions and improve engagement by delivering relevant experiences at each touchpoint.<\/p><\/div><div class=\"term-data\" data-term-value=\"Admin copilot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-admin-copilot\" class=\"term-title\">Admin copilot<\/a><p class=\"term-description\">Admin copilot focuses on providing administrative personnel in contact centres with AI-powered tools to streamline operations. This includes automating scheduling, workforce management, analytics and reporting tasks. By leveraging AI, admin copilot helps in optimising resource allocation, predicting call volumes and enhancing overall operational efficiency.<\/p><\/div><div class=\"term-data\" data-term-value=\"Advanced analytics capabilities\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-advanced-analytics-capabilities\" class=\"term-title\">Advanced analytics capabilities<\/a><p class=\"term-description\">The application of sophisticated analytical tools and techniques to glean insights from data, enabling a business to identify and predict trends, understand customer behavior, and orchestrate experiences that satisfy customers and drive revenue.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent assist\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-agent-assist\" class=\"term-title\">Agent assist<\/a><p class=\"term-description\">Agent assist automates repetitive tasks and provides quick access to key information, making agents\u2019 jobs easier.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent attrition (turnover)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-agent-attrition-turnover\" class=\"term-title\">Agent attrition (turnover)<\/a><p class=\"term-description\">Agent attrition measures the rate at which agents leave an organisation, impacting recruitment and training costs.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent coaching\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-agent-coaching\" class=\"term-title\">Agent coaching<\/a><p class=\"term-description\">Agent coaching aims to improve performance by providing personalised feedback and support to agents.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent copilot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-agent-copilot\" class=\"term-title\">Agent copilot<\/a><p class=\"term-description\">Agent copilot refers to an AI-driven feature within contact centre software that assists customer service agents by providing real-time information, suggestions and automated actions. It leverages natural language processing (NLP) and machine learning to understand customer queries and guide agents with the best responses, knowledge articles or next steps, thereby improving efficiency and customer satisfaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent occupancy\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/agent-occupancy\" class=\"term-title\">Agent occupancy<\/a><p class=\"term-description\">Contact centre agent occupancy is a key metric that measures how much time agents spend actively handling customer interactions compared to their total available time. <\/p><\/div><div class=\"term-data\" data-term-value=\"Agentic AI\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-agentic-ai\" class=\"term-title\">Agentic AI<\/a><p class=\"term-description\">Agentic AI refers to artificial intelligence systems designed to act with autonomy, purpose, and initiative.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agentic system\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-agentic-system\" class=\"term-title\">Agentic system<\/a><p class=\"term-description\">An agentic system is any software framework that shows \u201cagency\u201d by perceiving its environment, processing information and taking actions to meet defined goals.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI and customer loyalty\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-the-connection-between-ai-and-customer-loyalty\" class=\"term-title\">AI and customer loyalty<\/a><p class=\"term-description\">Companies can enhance customer loyalty over the long term by using artificial intelligence (AI) technologies that enable them to personalise experiences, predict needs and engage customers in meaningful ways. With AI-powered technologies, companies can anticipate customer needs and provide personalised services that differentiate their brand across every interaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI call center agent AI call centre agent\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-ai-call-center-agent\" class=\"term-title\">AI call center agent (AI call centre agent)<\/a><p class=\"term-description\">An AI call centre agent is a virtual agent powered by artificial intelligence that can handle customer calls and interactions without human intervention.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI compliance\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-compliance\" class=\"term-title\">AI compliance<\/a><p class=\"term-description\">Artificial intelligence (AI) compliance refers to the process of ensuring that artificial intelligence systems adhere to legal, regulatory and ethical standards.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI contact center AI contact centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/contact-center-artificial-intelligence\" class=\"term-title\">AI contact center (AI contact centre)<\/a><p class=\"term-description\">An artificial intelligence (AI) contact centre uses artificial intelligence to automate, streamline and personalise customer service across channels. It integrates technologies like natural language processing, machine learning, predictive analytics and virtual assistants to improve response times, reduce agent workloads and enhance the overall customer experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI copilot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-ai-copilot\" class=\"term-title\">AI copilot<\/a><p class=\"term-description\">An AI copilot aids agents by providing advanced context-aware, intelligent assistance during interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI experience orchestration \"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-experience-orchestration\" class=\"term-title\">AI experience orchestration <\/a><p class=\"term-description\">Leveraging artificial intelligence (AI) to coordinate and manage customer experiences across various touchpoints and channels. AI compiles and analyses customer data, finding patterns and making recommendations on the next best step for a customer based on their needs and prior actions. Using AI, a much higher level of personalisation is possible.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI governance\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-governance\" class=\"term-title\">AI governance<\/a><p class=\"term-description\">AI governance is the framework that defines how organisations build, manage, and monitor artificial intelligence responsibly. <\/p><\/div><div class=\"term-data\" data-term-value=\"AI hallucinations\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-ai-hallucinations\" class=\"term-title\">AI hallucinations<\/a><p class=\"term-description\">Hallucinations occur when an AI system, especially one based on large language models, generates responses that sound plausible but are factually incorrect or misleading.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI myths\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-ai-myths\" class=\"term-title\">AI myths<\/a><p class=\"term-description\">Artificial intelligence (AI) myths are common misconceptions or misunderstandings about Artificial intelligence and its capabilities. These myths include beliefs like \u201cAI will replace all human jobs,\u201d \u201cAI is always unbiased,\u201d or \u201cAI doesn\u2019t make mistakes.\u201d Such oversimplifications often lead to unrealistic expectations or fear, hindering adoption and innovation.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI orchestration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-orchestration\" class=\"term-title\">AI orchestration<\/a><p class=\"term-description\">AI orchestration refers to the coordinated use of multiple AI models, tools and decision engines across the customer journey or business workflow to deliver seamless and intelligent outcomes.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI readiness\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-readiness\" class=\"term-title\">AI readiness<\/a><p class=\"term-description\">Artificial intelligence (AI) readiness is the measure of an organisation\u2019s preparedness to implement and scale AI technologies effectively. It includes factors such as data quality, infrastructure, skills, ethical governance and change management. Companies with high AI readiness are able to move from experimentation to production faster, achieving meaningful business outcomes.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI service recovery\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-service-recovery\" class=\"term-title\">AI service recovery<\/a><p class=\"term-description\">AI service recovery is an AI-driven capability that identifies customer experience breakdowns and automatically takes corrective action to preserve loyalty.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI summarization AI summarisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-summarization\" class=\"term-title\">AI summarization (AI summarisation)<\/a><p class=\"term-description\">AI summarisation is a machine learning process that uses artificial intelligence to generate concise summaries of longer content such as text, audio, or video.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI workforce management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-workforce-management\" class=\"term-title\">AI workforce management<\/a><p class=\"term-description\">Artificial intelligence (AI) Workforce management leverages AI to optimise employee Scheduling, Forecasting and workload distribution in Customer service environments.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven analytics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-ai-driven-analytics\" class=\"term-title\">AI-driven analytics<\/a><p class=\"term-description\">The use of artificial intelligence to drive the gathering and analysis of large datasets, uncovering patterns and insights that can be used to inform business tactics and strategy. AI can be helpful in improving the customer experience, as it can surface the full range of customer data to see where an individual has been, what they\u2019ve done, and then determine what they\u2019re likely to do next.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven customer journey orchestration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-driven-customer-journey-orchestration\" class=\"term-title\">AI-driven customer journey orchestration<\/a><p class=\"term-description\">The application of artificial intelligence (AI) technology to dynamically manage and optimise the customer journey. AI gathers data from each customer touchpoint to discover where the customer has been, and uses that data to determine where they need to go next \u2014 working at scale, allowing for a fully personalised experience for every customer.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven personalized marketing AI-driven personalised marketing\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ai-driven-personalised-marketing\" class=\"term-title\">AI-driven personalized marketing (AI-driven personalised marketing)<\/a><p class=\"term-description\">Using artificial intelligence (AI) to tailor experiences to individual customers. When an organisation uses a modern customer experience (CX) platform with embedded AI capabilities, the organisation can deliver truly personalised experiences at scale across its global regions. Not only can AI understand and predict a customer\u2019s intent, but it can also help them reach a resolution faster; if an interaction requires human support, the AI can recognise this and pass all the conversational history and context to the agent.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven real-time offers\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-ai-driven-real-time-offers\" class=\"term-title\">AI-driven real-time offers<\/a><p class=\"term-description\">Delivering personalised offers and recommendations to customers at the moment of engagement by using artificial intelligence (AI) to analyse customer behavior and context in real time. These precisely timed content offers provide exceptional service and drive sales conversions.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-enabled customer insights\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-ai-enabled-customer-insights\" class=\"term-title\">AI-enabled customer insights<\/a><p class=\"term-description\">AI-enabled customer insights use artificial intelligence to collect, analyse, and interpret customer data across channels.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-powered customer engagement platforms\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-ai-powered-customer-engagement-platforms\" class=\"term-title\">AI-powered customer engagement platforms<\/a><p class=\"term-description\">Platforms that use artificial intelligence (AI) to automate and enhance customer interactions across voice and digital channels. These modern AI-powered platforms enable organisations to surprise and delight their customers with effortless, empathetic experiences. And these platforms enable organisations to compose their ideal solution from a vast array of native components, a broad partner ecosystem and open APIs.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-powered customer insights\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-ai-powered-customer-insights\" class=\"term-title\">AI-powered customer insights<\/a><p class=\"term-description\">AI-powered customer insights leverage artificial intelligence and machine learning to analyse vast amounts of customer data more quickly and efficiently than a person can. The insights delivered from this analysis allow businesses to predict customer behaviors, personalise individual interactions and optimise customer journeys based on data-driven recommendations.<\/p><\/div><div class=\"term-data\" data-term-value=\"Answering machine detection (AMD)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-answering-machine-detection-amd\" class=\"term-title\">Answering machine detection (AMD)<\/a><p class=\"term-description\">AMD technology, improved through machine learning, accurately identifies whether an incoming call is answered by a human or an answering machine. This enhances agent productivity by reducing the time spent on calls that do not reach a live person.<\/p><\/div><div class=\"term-data\" data-term-value=\"Artificial intelligence\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-artificial-intelligence-ai\" class=\"term-title\">Artificial intelligence<\/a><p class=\"term-description\">Artificial intelligence (AI) refers to the simulation of human intelligence in machines that are programmed to think, learn and adapt. It encompasses technologies like machine learning, natural language processing and robotics, among others. AI is used in a wide range of industries and situations, including enhancing efficiency and enabling advanced problem-solving capabilities within customer service software platforms.<\/p><\/div><div class=\"term-data\" data-term-value=\"Auto dialer\u00a0\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-auto-dialer\" class=\"term-title\">Auto dialer\u00a0<\/a><p class=\"term-description\">An automatic dialler system is a software or hardware system that automatically dials telephone numbers from a preloaded list, saving agents time and increasing calling efficiency.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated call routing\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-automated-call-routing\" class=\"term-title\">Automated call routing<\/a><p class=\"term-description\">Automated call routing uses AI to analyse incoming calls and direct them to the most appropriate agent based on the query\u2019s complexity and the agent\u2019s expertise. This technology improves efficiency by reducing wait times and ensuring customers are connected to the best available resource.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated customer service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-automated-customer-service\" class=\"term-title\">Automated customer service<\/a><p class=\"term-description\">Automated customer service is the use of artificial intelligence (AI), automation, and digital workflows to resolve customer enquiries without requiring live Agent support.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated customer support\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-automated-customer-support\" class=\"term-title\">Automated customer support<\/a><p class=\"term-description\">Automated customer support is the use of artificial intelligence (AI), bots, and digital workflows to resolve customer enquiries without requiring a live agent.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated personalization Automated personalisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-automated-personalisation\" class=\"term-title\">Automated personalization (Automated personalisation)<\/a><p class=\"term-description\">The use of technology to automatically deliver personalised content and experiences to customers based on data-driven insights into their needs, preferences and behaviors. Smart automation leverages customer, employee and interaction data to drive real-time action and simplify workflows \u2014 improving the user experience while increasing efficiency. Modern solutions enable organisations to leverage this real-time automation easily \u2014 and clearly understand and optimise outcomes \u2014 without a team of data scientists.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated speech recognition (ASR)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-automated-speech-recognition-asr\" class=\"term-title\">Automated speech recognition (ASR)<\/a><p class=\"term-description\">Automated speech recognition (ASR) is technology that allows a computer to recognise and process human speech into text. ASR is used in applications such as transcription services and virtual assistants, enabling a bot to communicate with a person by translating the spoken word into a form the bot can understand.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automatic call distributor (ACD) What Is An Automatic Call Distributor (ACD)?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-automatic-call-distributor-acd\" class=\"term-title\">Automatic call distributor (ACD) (What Is An Automatic Call Distributor (ACD)?)<\/a><p class=\"term-description\">An automatic call distributor (ACD) is a telephony software system that answers incoming calls and routes them to a specific agent or department within a company.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automatic number identification (ANI)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ani\" class=\"term-title\">Automatic number identification (ANI)<\/a><p class=\"term-description\">Automatic number identification (ANI) is a telephony feature that automatically captures and displays the phone number of an incoming call.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automation in customer service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-automation-in-customer-service\" class=\"term-title\">Automation in customer service<\/a><p class=\"term-description\">The use of automation, including conversational AI (bots), to perform certain customer service tasks with limited or no human intervention.<\/p><\/div><div class=\"term-data\" data-term-value=\"Average handling time (AHT)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-average-handling-time-aht\" class=\"term-title\">Average handling time (AHT)<\/a><p class=\"term-description\">Average handling time (AHT) is a key performance metric in contact centres that measures the total time it takes to handle a customer interaction, from the moment the conversation starts until all related tasks are completed.<\/p><\/div><div class=\"term-data\" data-term-value=\"Average speed of answer\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-average-speed-of-answer\" class=\"term-title\">Average speed of answer<\/a><p class=\"term-description\">Average speed of answer (ASA) is a key call centre metric that measures the average time it takes for an agent to answer incoming customer calls.<\/p><\/div><div class=\"term-data\" data-term-value=\"Average wait time\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-average-wait-time\" class=\"term-title\">Average wait time<\/a><p class=\"term-description\">Average wait time (AWT) is the average duration a customer spends waiting in a call queue before being connected to an agent.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-B\" data-display-count=\"6\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">B<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Back office optimization What Is Back Office Optimisation?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-back-office-optimisation\" class=\"term-title\">Back office optimization (What Is Back Office Optimisation?)<\/a><p class=\"term-description\">Back-office optimisation is the process of streamlining and automating workforce tasks that occur in a contact centre.<\/p><\/div><div class=\"term-data\" data-term-value=\"Back-office workforce management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-back-office-workforce-management\" class=\"term-title\">Back-office workforce management<\/a><p class=\"term-description\">Back-office workforce management optimises the scheduling and performance of non-customer-facing employees.<\/p><\/div><div class=\"term-data\" data-term-value=\"Bias\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-bias\" class=\"term-title\">Bias<\/a><p class=\"term-description\">In the context of AI, this refers to systematic errors in how AI models interpret data or make decisions, often reflecting imbalances in the data they were trained on.<\/p><\/div><div class=\"term-data\" data-term-value=\"BPO call center BPO call centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-bpo-call-center\" class=\"term-title\">BPO call center (BPO call centre)<\/a><p class=\"term-description\">A BPO call centre is a business process outsourcing model in which an organisation contracts an external provider to manage its customer service operations.<\/p><\/div><div class=\"term-data\" data-term-value=\"Brand reputation and awareness\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-brand-reputation-and-awareness\" class=\"term-title\">Brand reputation and awareness<\/a><p class=\"term-description\">The public\u2019s level of knowledge and perception of a brand, which can be influenced by things like marketing, events and word of mouth. The ability to provide a seamless customer experience is one of the main pillars of a positive reputation.<\/p><\/div><div class=\"term-data\" data-term-value=\"Bring Your Own SMS (BYO SMS)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/bring-your-own-sms\" class=\"term-title\">Bring Your Own SMS (BYO SMS)<\/a><p class=\"term-description\">Bring Your Own Short Message Service (BYO SMS) is a feature that allows you to connect your existing SMS provider directly into Genesys Cloud, whether via short message peer-to-peer or Twilio. With BYO SMS, organisations can maintain their current SMS provider relationships while still leveraging the native SMS capabilities of Genesys Cloud. This feature enables the sending and receiving of SMS messages within the platform, ensuring a consistent experience across all digital channels without requiring a provider change.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-C\" data-display-count=\"74\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">C<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Call center What Is A Call Centre?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-call-centre\" class=\"term-title\">Call center (What Is A Call Centre?)<\/a><p class=\"term-description\">A call centre is where an organisation handles customer telephone calls. Call centres typically use some amount of computer automation software.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center coaching Call centre coaching\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-call-centre-coaching\" class=\"term-title\">Call center coaching (Call centre coaching)<\/a><p class=\"term-description\">Call centre coaching helps agents develop key skills to improve service delivery and meet performance targets.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center CRM Call centre CRM\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-call-center-crm\" class=\"term-title\">Call center CRM (Call centre CRM)<\/a><p class=\"term-description\">A call centre CRM (customer relationship management) is a software platform that helps manage and track customer interactions within a contact centre.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center experience Call centre experience\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-call-center-experience\" class=\"term-title\">Call center experience (Call centre experience)<\/a><p class=\"term-description\">Call centre experience is the quality of interactions customers have when engaging with a support team by phone or digital channels.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center management Call centre management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-call-center-management\" class=\"term-title\">Call center management (Call centre management)<\/a><p class=\"term-description\">Call centre management is the practice of overseeing contact centre operations to ensure efficient service delivery, strong customer outcomes, and effective workforce performance.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center workforce optimization Call centre workforce optimisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-call-center-workforce-optimization\" class=\"term-title\">Call center workforce optimization (Call centre workforce optimisation)<\/a><p class=\"term-description\">Call centre workforce optimisation is a strategy and set of technologies used to improve agent performance, forecasting, scheduling and quality in a contact centre.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center workforce planning What Is Call Centre Workforce Planning?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-call-centre-workforce-planning\" class=\"term-title\">Call center workforce planning (What Is Call Centre Workforce Planning?)<\/a><p class=\"term-description\">Call centre workforce planning is the process of aligning the strategic and operational elements of a call centre workforce with organisational objectives.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call deflection\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-call-deflection\" class=\"term-title\">Call deflection<\/a><p class=\"term-description\">AI enables self-service options for customers, allowing them to complete tasks such as placing orders or checking balances without human agent intervention. Call deflection refers to the strategy of using AI to handle simple requests, freeing agents to focus on more complex interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Capacity planning\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-capacity-planning\" class=\"term-title\">Capacity planning<\/a><p class=\"term-description\">Capacity planning ensures the right resources are in place to meet demand and maintain efficiency.<\/p><\/div><div class=\"term-data\" data-term-value=\"Chat messages What Are Chat Messages?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-chat-messages\" class=\"term-title\">Chat messages (What Are Chat Messages?)<\/a><p class=\"term-description\">Chat messages are a type of communication that occur over the Internet. The most widely known way to use chat messages is on a website that lets you interact with a bot or agent to address a question or concern.<\/p><\/div><div class=\"term-data\" data-term-value=\"Clec CLEC\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-clec\" class=\"term-title\">Clec (CLEC)<\/a><p class=\"term-description\">A CLEC, or competitive local exchange carrier, is a telecommunications provider that offers local phone and data services by leasing or connecting to networks owned by incumbent carriers. <\/p><\/div><div class=\"term-data\" data-term-value=\"Cloud call center What Is A Cloud Call Centre?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-cloud-call-centre\" class=\"term-title\">Cloud call center (What Is A Cloud Call Centre?)<\/a><p class=\"term-description\">A cloud call centre is a web accessible platform where customer calls and interactions are handled.<\/p><\/div><div class=\"term-data\" data-term-value=\"Cloud contact center  Cloud contact centre \"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-cloud-contact-center\" class=\"term-title\">Cloud contact center  (Cloud contact centre )<\/a><p class=\"term-description\">A cloud contact centre is a digital-first customer engagement platform delivered through the cloud. It centralises voice and digital interactions, routing, analytics and workforce tools without on-premises hardware.<\/p><\/div><div class=\"term-data\" data-term-value=\"Cloud-based WFM\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-cloud-based-wfm\" class=\"term-title\">Cloud-based WFM<\/a><p class=\"term-description\">Cloud-based WFM systems offer flexibility and scalability for managing workforce operations remotely.<\/p><\/div><div class=\"term-data\" data-term-value=\"Compliance (labor laws) Compliance (labour laws)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-compliance-labour-laws\" class=\"term-title\">Compliance (labor laws) (Compliance (labour laws))<\/a><p class=\"term-description\">Compliance with labour laws ensures that employee rights are respected and legal risks are mitigated.<\/p><\/div><div class=\"term-data\" data-term-value=\"Compliance confidence\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-compliance-confidence\" class=\"term-title\">Compliance confidence<\/a><p class=\"term-description\">AI technologies can ensure compliance by monitoring call interactions for adherence to scripts, regulations and company standards. This reduces the risk of non-compliance and enhances the quality of customer interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Consistent customer experience\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-consistent-customer-experience\" class=\"term-title\">Consistent customer experience<\/a><p class=\"term-description\">Consistency in practice and measurement allows businesses to orchestrate consistent experiences for their customers seamlessly across all touchpoints and channels that a brand offers, regardless of the medium or the platform.<\/p><\/div><div class=\"term-data\" data-term-value=\"Consumer behavior\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-consumer-behavior\" class=\"term-title\">Consumer behavior<\/a><p class=\"term-description\">Consumer behavior refers to the study of how individuals make decisions about purchasing goods and services, including the factors that influence their choices. Understanding consumer behavior helps businesses tailor their marketing, product development and customer engagement strategies to meet consumer needs more effectively.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center Contact centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-contact-centre\" class=\"term-title\">Contact center (Contact centre)<\/a><p class=\"term-description\">A contact centre is a centralised facility or system where customer interactions across various communication channels \u2014 such as phone, email, chat and social media \u2014 are managed.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center agent Contact centre agent\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-contact-center-agent-2\" class=\"term-title\">Contact center agent (Contact centre agent)<\/a><p class=\"term-description\">A contact centre agent is a professional who manages customer interactions across multiple channels \u2013 including voice, chat, email and social media.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center as a service (CCaaS) Contact Centre as a Service (CCaaS)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-contact-center-as-a-service\" class=\"term-title\">Contact center as a service (CCaaS) (Contact Centre as a Service (CCaaS))<\/a><p class=\"term-description\">Contact Centre as a Service (CCaaS) is a cloud-based solution that enables businesses to manage customer interactions without having to build or maintain their own contact centre infrastructure. <\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center chatbot Contact centre chatbot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/contact-center-chatbot\" class=\"term-title\">Contact center chatbot (Contact centre chatbot)<\/a><p class=\"term-description\">A chatbot is software designed to simulate conversation with human users via text or voice.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center CRM What Is Contact Centre CRM?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-contact-centre-crm\" class=\"term-title\">Contact center CRM (What Is Contact Centre CRM?)<\/a><p class=\"term-description\">Contact centre customer relationship management (CRM) is a contact centre software solution that provides agents with quick access to customer account information to deliver great customer experience. Learn more at Genesys.com now.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center CRM systems Contact centre CRM systems\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-contact-centre-crm-systems\" class=\"term-title\">Contact center CRM systems (Contact centre CRM systems)<\/a><p class=\"term-description\">Contact centre customer relationship management (CRM) systems are a set of specialised software solutions designed to manage and analyse customer interactions and data throughout the customer lifecycle.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-contact-centre-management\" class=\"term-title\">Contact center management<\/a><p class=\"term-description\">The way in which organisations manage the daily operations of the contact centre workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center sentiment analysis Contact centre sentiment analysis\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-live-sentiment-analysis\" class=\"term-title\">Contact center sentiment analysis (Contact centre sentiment analysis)<\/a><p class=\"term-description\">Contact centre sentiment analysis is the process of using artificial intelligence (AI) and natural language processing (NLP) to automatically detect and interpret the emotions, tone, and overall attitude of customers and agents during interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center shrinkage Contact centre shrinkage\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-contact-centre-shrinkage\" class=\"term-title\">Contact center shrinkage (Contact centre shrinkage)<\/a><p class=\"term-description\">Shrinkage is the time agents are unavailable for customer interactions, impacting staffing and service levels.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center shrinkage\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/contact-center-shrinkage\" class=\"term-title\">Contact center shrinkage<\/a><p class=\"term-description\">Contact center shrinkage is the percentage of paid staff time that agents are unavailable to handle customer interactions \u2013 due to breaks, training, meetings or unplanned absences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workflow management What Is Workflow Management?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workflow-management\" class=\"term-title\">Contact center workflow management (What Is Workflow Management?)<\/a><p class=\"term-description\">Workflow management is the process of optimising a company\u2019s business processes using automation.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workforce management Contact centre workforce management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-contact-centre-workforce-management\" class=\"term-title\">Contact center workforce management (Contact centre workforce management)<\/a><p class=\"term-description\">Contact centre workforce management ensures efficient scheduling and staffing to meet service level targets.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workforce planning What Is Contact Centre Workforce Planning?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-contact-centre-workforce-planning\" class=\"term-title\">Contact center workforce planning (What Is Contact Centre Workforce Planning?)<\/a><p class=\"term-description\">Contact centre workforce planning is the process of aligning the strategic and operational elements of a contact centre workforce with organisational objectives.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contextual support in customer service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-contextual-support-in-customer-service\" class=\"term-title\">Contextual support in customer service<\/a><p class=\"term-description\">Providing relevant, effective customer assistance that takes into account the context of the customer\u2019s situation, history and current needs \u2014 even anticipating what they might need next. Artificial intelligence (AI) enables this contextual support by listening, understanding and engaging with customers through natural language. And since AI understands and predicts intent, it can help customers reach resolutions faster. It can even recognise when a customer needs human support, and then pass that conversational history and insight to an agent.<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational AI\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-conversational-ai\" class=\"term-title\">Conversational AI<\/a><p class=\"term-description\">Conversational AI is a technology that enables computers to understand, process, and respond to human language.<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational AI\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-conversational-ai-for-call-centers\" class=\"term-title\">Conversational AI<\/a><p class=\"term-description\">Conversational artificial intelligence (AI) refers to technologies that enable machines to engage in human-like dialogue through voice or text. It powers chatbots, voicebots and virtual agents by combining natural language understanding (NLU), machine learning and contextual awareness.<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational intelligence\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-conversational-intelligence\" class=\"term-title\">Conversational intelligence<\/a><p class=\"term-description\">Conversational intelligence involves analysing customer and agent interactions \u2014 via voice or text \u2014 to extract insights on sentiment, intent and overall experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational IVR\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-conversational-ivr\" class=\"term-title\">Conversational IVR<\/a><p class=\"term-description\">Conversational IVR (Interactive voice response (IVR)) is an Artificial intelligence (AI)-driven phone system that allows callers to interact naturally using voice instead of navigating through traditional menu trees. <\/p><\/div><div class=\"term-data\" data-term-value=\"Copilot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-copilot\" class=\"term-title\">Copilot<\/a><p class=\"term-description\">In the context of AI and contact centre software, copilot is a general term for an AI assistant that supports various roles (agents, supervisors and admins) by providing real-time assistance, insights and automation capabilities. It enhances decision-making, productivity and customer experiences through intelligent recommendations and actions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Cross-functional collaboration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-cross-functional-collaboration\" class=\"term-title\">Cross-functional collaboration<\/a><p class=\"term-description\">The process of breaking down silos within an organisation in order to allow various departments to work together toward common business goals.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer advocacy\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-advocacy\" class=\"term-title\">Customer advocacy<\/a><p class=\"term-description\">Customer advocacy is a business strategy focused on creating loyal, satisfied customers who actively promote a brand.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer behavior analysis\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-behavior-analysis\" class=\"term-title\">Customer behavior analysis<\/a><p class=\"term-description\">The study of consumers\u2019 purchasing patterns and engagement with a brand to better understand their preferences, needs and decision-making processes<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer behavior analytics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-customer-behavior-analytics\" class=\"term-title\">Customer behavior analytics<\/a><p class=\"term-description\">Customer behavior analytics refers to the process of analysing how customers interact with a brand across various channels. By understanding patterns in behavior, businesses can optimise the customer experience, improve engagement and drive conversions through a customer journey management strategy.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer churn\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-churn\" class=\"term-title\">Customer churn<\/a><p class=\"term-description\">The rate at which customers stop doing business with a company. This could be a symptom of dissatisfaction with a product, preference for the experience of buying from a competitor and more. Seamless, individualised customer experiences help to reduce churn by building emotional connections and increasing brand loyalty.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer data integration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-data-integration\" class=\"term-title\">Customer data integration<\/a><p class=\"term-description\">The process of gathering, consolidating and managing customer information from all available sources to provide a single, comprehensive view of the customer across an organisation. <\/p><\/div><div class=\"term-data\" data-term-value=\"Customer data platform (CDP)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-customer-data-platform-cdp\" class=\"term-title\">Customer data platform (CDP)<\/a><p class=\"term-description\">A customer data platform (CDP) is software that centralises customer data from various sources into a single, unified view. CDPs enable businesses to analyse and act on customer data in real time, allowing for better personalisation and improved customer experience strategies. A CDP is a critical part of any customer journey management strategy; in order to optimise journeys, you need to be able to gather and analyse all your customer data in one place.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer data utilization Customer data utilisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-data-utilisation\" class=\"term-title\">Customer data utilization (Customer data utilisation)<\/a><p class=\"term-description\">The strategic use of customer data to inform business decisions, personalise customer experiences and drive growth. While modern companies find themselves awash in information from various channels, customer journey analytics empowers them to gain the full power of data across previously disconnected business units and channels. By integrating data across all touchpoints, leading organisations can see the complete picture of customer interactions, understand how that affects their bottom line and make improvements accordingly.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer effort score\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-customer-effort-score\" class=\"term-title\">Customer effort score<\/a><p class=\"term-description\">Customer effort score (CES) is a customer experience (CX) metric that measures how easy it is for customers to get their issues resolved or complete an interaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer engagement center Customer engagement centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-customer-engagement-center\" class=\"term-title\">Customer engagement center (Customer engagement centre)<\/a><p class=\"term-description\">A customer engagement centre is a modern evolution of the traditional contact centre that manages every customer interaction across voice and digital channels. <\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience (CX)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-experience\" class=\"term-title\">Customer experience (CX)<\/a><p class=\"term-description\">Customer experience (CX) is the sum total of every interaction a person has with a brand, from initial awareness to purchase to ongoing support and beyond.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-experience-management\" class=\"term-title\">Customer experience management<\/a><p class=\"term-description\">Customer experience management (CXM) is the practice of designing, monitoring, and optimising every interaction between a business and its customers across all channels.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience metrics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-customer-experience-metrics\" class=\"term-title\">Customer experience metrics<\/a><p class=\"term-description\">Customer experience (CX) metrics are key performance indicators that measure various aspects of the customer experience. Common CX metrics include Net Promoter Score, customer satisfaction and customer effort score. These metrics help businesses assess how well they are meeting customer needs.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience platform\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-customer-experience-platform\" class=\"term-title\">Customer experience platform<\/a><p class=\"term-description\">Contact center infrastructure, available from the cloud or on-premises, that supports the design, orchestration, monitoring, and tuning of customer journeys across voice and digital channels.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer feedback analysis with AI\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-feedback-analysis-with-ai\" class=\"term-title\">Customer feedback analysis with AI<\/a><p class=\"term-description\">Leveraging artificial intelligence (AI) to analyse customer feedback across a variety of channels such as product reviews, social media and emails. This AI-powered analysis enables an organisation to extract valuable insights that it can use to improve its products, services and customer experiences over time.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer Feedback Loop\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-customer-feedback-loop\" class=\"term-title\">Customer Feedback Loop<\/a><p class=\"term-description\">A customer feedback loop is a structured process that captures customer insights, analyses them, and drives continuous improvement across products, services, and experiences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer health score\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-health-score\" class=\"term-title\">Customer health score<\/a><p class=\"term-description\">A customer health score is a composite metric that measures the strength and stability of a customer relationship.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-customer-journey\" class=\"term-title\">Customer journey<\/a><p class=\"term-description\">The customer journey tracks every touchpoint and interaction a customer has with a brand, from initial discovery to post-purchase follow-ups.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey governance\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-journey-governance\" class=\"term-title\">Customer journey governance<\/a><p class=\"term-description\">Customer journey governance refers to the policies, practices and frameworks that ensure consistency and alignment across all customer interactions and touchpoints. It helps organisations maintain a cohesive strategy for managing customer experiences while ensuring compliance and meeting business goals.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-journey-management\" class=\"term-title\">Customer journey management<\/a><p class=\"term-description\">Customer journey management is the process of designing, tracking, and optimising every customer interaction across channels and touchpoints to deliver consistent, personalised experiences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey map\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/customer-journey-map\" class=\"term-title\">Customer journey map<\/a><p class=\"term-description\">A customer journey map is a visualisation of the paths customers take across channels and over time. These maps enable teams to broaden their perspective beyond internal goals to include the customer's perspective.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey optimization Customer journey optimisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-journey-optimisation\" class=\"term-title\">Customer journey optimization (Customer journey optimisation)<\/a><p class=\"term-description\">Customer journey optimisation is the process of connecting and mapping customer interactions, across multiple touchpoints, in order to direct or influence the end-to-end experience. <\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey pain points\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-customer-journey-pain-points\" class=\"term-title\">Customer journey pain points<\/a><p class=\"term-description\">Customer journey pain points refer to the obstacles or frustrations customers encounter during their interactions with a brand. Identifying and addressing these pain points is critical to improving the overall customer experience, reducing churn and boosting customer satisfaction. The main goal of customer journey management is to proactively eliminate as many pain points as possible so that customers enjoy the smoothest experience possible.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer loyalty and engagement\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-loyalty-and-engagement\" class=\"term-title\">Customer loyalty and engagement<\/a><p class=\"term-description\">Strategies and practices aimed at building long-term relationships with customers, encouraging repeat business and fostering a positive connection between the brand and its customers.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer retention\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-retention\" class=\"term-title\">Customer retention<\/a><p class=\"term-description\">The ability of a company to retain its customers over time, often achieved by providing a customer experience that continuously meets or exceeds expectations.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer retention strategies\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-customer-retention-strategies\" class=\"term-title\">Customer retention strategies<\/a><p class=\"term-description\">Approaches and tactics that companies use to keep their customers engaged and loyal over time. These strategies can range from promoting shared values to providing empathetic customer service to fostering word-of-mouth support. Businesses that are effective in retaining their customers over the long term increase their earnings while enhancing their brand recognition and industry prominence.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer satisfaction (CSAT)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-satisfaction\" class=\"term-title\">Customer satisfaction (CSAT)<\/a><p class=\"term-description\">A measurement that determines how an organisation meets the expectations of its customers based on satisfaction. Customers are asked a question following a transaction about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied).<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer satisfaction score (CSAT)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-csat\" class=\"term-title\">Customer satisfaction score (CSAT)<\/a><p class=\"term-description\">Customer satisfaction score (CSAT) is a metric that measures how satisfied customers are with a specific interaction or experience. <\/p><\/div><div class=\"term-data\" data-term-value=\"Customer segmentation and AI\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-segmentation-and-ai\" class=\"term-title\">Customer segmentation and AI<\/a><p class=\"term-description\">Using artificial intelligence to match a prospect or customer to the appropriate segments. These segments can classify intent and priority, identifying the likely interests, shopping preferences and buying behaviors of a customer based on similar previous customers. This enables organisations to personalise experiences by determining when and where to engage customers with an automated content offer, bot or agent-assisted service. <\/p><\/div><div class=\"term-data\" data-term-value=\"Customer service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-service\" class=\"term-title\">Customer service<\/a><p class=\"term-description\">Customer service is the assistance and service provided by an organisation to customers before, during, and after the purchase of products or services.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer support optimization\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-customer-support-optimization\" class=\"term-title\">Customer support optimization<\/a><p class=\"term-description\">Enhancing the effectiveness and efficiency of customer service operations to create a more seamless end-to-end experience for the customer. Optimising customer support and orchestrating smoother experiences improves response times, resolution rates and overall customer satisfaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customized learning paths Customised learning paths\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-customised-learning-paths\" class=\"term-title\">Customized learning paths (Customised learning paths)<\/a><p class=\"term-description\">Tailoring educational content and experiences to fit the individual needs of learners. With modern workforce engagement management capabilities, businesses can empower each employee with a personalised development hub that puts them in control. They can manage their performance and access assigned learning content and coaching sessions \u2014 all while staying on top of their work. And the business can build learning modules to train or inform its employees, and assign assessment modules to better evaluate their knowledge and skill levels.<\/p><\/div><div class=\"term-data\" data-term-value=\"CX accessibility\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-cx-accessibility\" class=\"term-title\">CX accessibility<\/a><p class=\"term-description\">CX accessibility is the practice of designing customer experiences that are inclusive and easy for everyone to use, regardless of ability or device. It ensures that digital and human interactions meet accessibility standards, making communication equitable for customers with disabilities. <\/p><\/div><div class=\"term-data\" data-term-value=\"CX automation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-cx-automation\" class=\"term-title\">CX automation<\/a><p class=\"term-description\">Customer experience (CX) automation refers to the use of Artificial intelligence, bots and workflow automation to streamline and enhance the customer experience across channels.<\/p><\/div><div class=\"term-data\" data-term-value=\"CX copilot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-cx-copilot\" class=\"term-title\">CX copilot<\/a><p class=\"term-description\">A CX copilot is an AI-enabled solution that assists agents and supervisors in delivering faster, more personalised customer interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"CX maturity model\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-cx-maturity-model\" class=\"term-title\">CX maturity model<\/a><p class=\"term-description\">A CX maturity model is a framework used to assess how advanced a company\u2019s customer experience strategies and processes are. It helps organisations understand their current level of customer experience capability and provides a roadmap for continuous improvement.<\/p><\/div><div class=\"term-data\" data-term-value=\"CX strategy\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-cx-strategy\" class=\"term-title\">CX strategy<\/a><p class=\"term-description\">A customer experience strategy is a plan that defines how a company will manage and improve the interactions that customers have with their brand. It includes objectives for enhancing customer satisfaction, loyalty and advocacy, and it typically involves a mix of technology, processes and employee engagement.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-D\" data-display-count=\"9\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">D<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Dialed number identification service Dialled number identification service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-the-dialed-number-identification-service-dnis\" class=\"term-title\">Dialed number identification service (Dialled number identification service)<\/a><p class=\"term-description\">Dialled number identification service (DNIS) is a telephony feature that identifies the phone number dialled by a customer before the call connects.<\/p><\/div><div class=\"term-data\" data-term-value=\"Dialogue management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-dialogue-management\" class=\"term-title\">Dialogue management<\/a><p class=\"term-description\">Dialogue management is the component of a voicebot or chatbot that manages the flow of conversation, ensuring responses are coherent and contextually appropriate. It plays a crucial role in maintaining natural and effective interactions between the user and the system by handling multiple conversational turns and context shifts.<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital commerce experiences\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-digital-commerce-experiences\" class=\"term-title\">Digital commerce experiences<\/a><p class=\"term-description\">The design and delivery of online shopping experiences that are personalised, engaging and convenient for customers. When a company uses a modern customer experience (CX) platform, it can enhance interactions across various digital touchpoints, providing the right web content that offers the right next steps based on a customer\u2019s individual needs, preferences and experiences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital customer experience\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-digital-customer-experience-digital-cx\" class=\"term-title\">Digital customer experience<\/a><p class=\"term-description\">Digital customer experience (digital CX) is the sum of all interactions a customer has with a brand through digital channels like web, mobile, chat, social media and email.<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital customer service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-digital-customer-service\" class=\"term-title\">Digital customer service<\/a><p class=\"term-description\">Digital customer service is the delivery of customer support and engagement through digital channels \u2013 including chat, email, messaging apps, social media and self-service portals.<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital empathy\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-digital-empathy\" class=\"term-title\">Digital empathy<\/a><p class=\"term-description\">Digital empathy is the ability for technology to understand and respond to human emotions through digital interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital experience platform\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-digital-experience-platform-dxp\" class=\"term-title\">Digital experience platform<\/a><p class=\"term-description\">A digital experience platform (DXP) is a software framework that integrates tools, data, and channels to create connected, personalised digital experiences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital twin of a customer\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-digital-twin-of-a-customer\" class=\"term-title\">Digital twin of a customer<\/a><p class=\"term-description\">A digital twin of a customer is an AI-powered virtual representation of an individual that mirrors their behaviours, preferences, and interactions across channels<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital-first CX\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-digital-first-cx\" class=\"term-title\">Digital-first CX<\/a><p class=\"term-description\">Digital-first CX refers to a customer experience strategy that prioritises digital channels such as websites, apps, and social media as the primary means of interacting with customers. This approach focuses on delivering seamless and efficient experiences in a digital environment.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-E\" data-display-count=\"7\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">E<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Emotional connections with customers\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-emotional-connections-with-customers\" class=\"term-title\">Emotional connections with customers<\/a><p class=\"term-description\">Building meaningful relationships with customers based on empathy and feeling. A smooth and seamless customer journey that serves your customers in the way they\u2019re looking for displays empathy and builds that connection.<\/p><\/div><div class=\"term-data\" data-term-value=\"Empathetic customer experiences \"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-empathetic-customer-experiences\" class=\"term-title\">Empathetic customer experiences <\/a><p class=\"term-description\">Designing customer interactions and experiences that demonstrate an understanding of and care for the customer\u2019s needs and feelings.<\/p><\/div><div class=\"term-data\" data-term-value=\"Employee engagement\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-employee-engagement\" class=\"term-title\">Employee engagement<\/a><p class=\"term-description\">Employee engagement measures emotional commitment to an organisation, which drives motivation and retention in the workplace.<\/p><\/div><div class=\"term-data\" data-term-value=\"Employee self-service scheduling\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-employee-self-service-scheduling\" class=\"term-title\">Employee self-service scheduling<\/a><p class=\"term-description\">Employee self-service scheduling gives employees the ability to efficiently manage their own shifts and time off.<\/p><\/div><div class=\"term-data\" data-term-value=\"Ethical AI \"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-ethical-ai\" class=\"term-title\">Ethical AI <\/a><p class=\"term-description\">The practice of designing, developing and deploying artificial intelligence systems in a manner that is morally responsible and aligns with ethical values. Ethical AI should follow strict guidelines that safeguard businesses by applying AI with a purpose, adhering to data standards and addressing bias. There should be privacy design principles that protect customer and employee data along with intellectual property. Explainability and transparency should offer insight into how algorithms are applied, enabling comprehension of operational impacts while maintaining control over the outcomes.<\/p><\/div><div class=\"term-data\" data-term-value=\"Event personalization techniques Event personalisation techniques\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-event-personalisation-techniques\" class=\"term-title\">Event personalization techniques (Event personalisation techniques)<\/a><p class=\"term-description\">Strategies used to customise individual touchpoints for customers based on knowledge of their needs, preferences and behaviors. Personalising events is an important part of the process of experience orchestration, which intends to personalise entire experiences for customers. This increases customer engagement and satisfaction alike.<\/p><\/div><div class=\"term-data\" data-term-value=\"Experience orchestration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/experience-orchestration\" class=\"term-title\">Experience orchestration<\/a><p class=\"term-description\">Experience orchestration is the process of designing, coordinating, and optimising customer interactions across all channels, touchpoints, and departments to deliver a seamless and personalised journey.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-F\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">F<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"First response time\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-first-response-time\" class=\"term-title\">First response time<\/a><p class=\"term-description\">First response time (FRT) \u2013 also called time to first response \u2013 is the amount of time it takes for an organisation to reply to a customer enquiry after it\u2019s received.<\/p><\/div><div class=\"term-data\" data-term-value=\"First-contact resolution (FCR)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-first-contact-resolution-fcr\" class=\"term-title\">First-contact resolution (FCR)<\/a><p class=\"term-description\">The ability to address the customer\u2019s need the first time they call or connect with an agent, thereby eliminating the need for the customer to follow up with a second interaction. Contact centre managers carefully monitor follow-up calls because follow-up calls create an overall increased call volume which, in turn, requires more agents. In general, a contact centre manager will accept an increase in talk time, as long as the first call resolution rate increases as well. Follow up calls can also be an indication of customer dissatisfaction. Also referred to as First Call Resolution.<\/p><\/div><div class=\"term-data\" data-term-value=\"Forecasting\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-forecasting\" class=\"term-title\">Forecasting<\/a><p class=\"term-description\">Forecasting predicts future customer demand to help businesses plan resources and optimise service levels.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-G\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">G<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Gamification\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-gamification\" class=\"term-title\">Gamification<\/a><p class=\"term-description\">Gamification uses game mechanics to boost engagement, motivation and performance in the workplace.<\/p><\/div><div class=\"term-data\" data-term-value=\"Gamification in CX\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-gamification-in-cx\" class=\"term-title\">Gamification in CX<\/a><p class=\"term-description\">Gamification in customer experience (CX) uses game-like elements, such as rewards, points and challenges, to engage customers and encourage specific behaviors. It can improve engagement and customer loyalty by making interactions more fun and rewarding. Gamification can also be useful for internal employee experience enhancement.<\/p><\/div><div class=\"term-data\" data-term-value=\"Generative AI\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-generative-ai\" class=\"term-title\">Generative AI<\/a><p class=\"term-description\">Generative Artificial intelligence (AI) refers to a class of AI that creates new content such as text, images, audio or code based on patterns learnt from existing data.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-H\" data-display-count=\"6\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">H<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Hosted call center Hosted call centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-hosted-call-centre\" class=\"term-title\">Hosted call center (Hosted call centre)<\/a><p class=\"term-description\">A hosted call centre solution is a cloud-based service where an organisation\u2019s inbound, outbound and voice-based self-service customer interactions are handled.<\/p><\/div><div class=\"term-data\" data-term-value=\"Hosted contact center Hosted contact centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-hosted-contact-centre\" class=\"term-title\">Hosted contact center (Hosted contact centre)<\/a><p class=\"term-description\">A hosted contact centre is a customer experience solution where an organisation\u2019s central point of inbound and outbound communications are hosted on a service provider\u2019s back-office systems, therefore offering lower cost of ownership.<\/p><\/div><div class=\"term-data\" data-term-value=\"Hosted dialer What Is A Hosted Dialler?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-hosted-dialler\" class=\"term-title\">Hosted dialer (What Is A Hosted Dialler?)<\/a><p class=\"term-description\">A hosted dialler is a contact centre cloud-based technology that enables cross-channel contact strategies to maximise the time agents spend on the phone.<\/p><\/div><div class=\"term-data\" data-term-value=\"Human-AI collaboration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-human-ai-collaboration\" class=\"term-title\">Human-AI collaboration<\/a><p class=\"term-description\">Human-AI collaboration refers to the dynamic interaction between people and Artificial intelligence (AI) systems to achieve tasks more effectively.<\/p><\/div><div class=\"term-data\" data-term-value=\"Hyper-personalization Hyper-personalisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-hyper-personalisation\" class=\"term-title\">Hyper-personalization (Hyper-personalisation)<\/a><p class=\"term-description\">An advanced level of personalisation that leverages real-time data and artificial intelligence (AI) to deliver highly relevant and individualised customer experiences. It\u2019s both an art and a science that requires sharing information and context across voice and digital channels. And this requires the deployment of a modern customer experience platform that breaks down silos across channels, departments and touchpoints to create seamlessly connected experiences, journeys and relationships.<\/p><\/div><div class=\"term-data\" data-term-value=\"Hyperpersonalization Hyperpersonalisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-hyperpersonalisation\" class=\"term-title\">Hyperpersonalization (Hyperpersonalisation)<\/a><p class=\"term-description\">Hyperpersonalisation uses advanced data analytics and AI to provide highly tailored experiences for individual customers. By analysing real-time data, businesses can deliver content, recommendations and offers that are uniquely suited to each customer\u2019s preferences and behaviors. Personalised experiences are one of the goals of customer journey management (CJM), making hyperpersonalisation an important CJM tool.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-I\" data-display-count=\"4\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">I<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Identity resolution\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/identity-resolution\" class=\"term-title\">Identity resolution<\/a><p class=\"term-description\">Identity resolution, sometimes known as \u201cidentity stitching,\u201d is the process of aggregating disparate identifiers into a unified customer profile in order to identify an individual in real time across various digital touchpoints.\u00a0<\/p><\/div><div class=\"term-data\" data-term-value=\"Individualized customer experiences Individualised customer experiences\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-individualised-customer-experiences\" class=\"term-title\">Individualized customer experiences (Individualised customer experiences)<\/a><p class=\"term-description\">Creating unique customer experiences that cater to the specific needs and preferences of the individual customer. An individualised customer experience that\u2019s orchestrated by your business to meet your customer\u2019s goals can help build a deeper connection \u2014 as well as customer loyalty.<\/p><\/div><div class=\"term-data\" data-term-value=\"Intelligent virtual agents (IVAs)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-intelligent-virtual-agents-ivas\" class=\"term-title\">Intelligent virtual agents (IVAs)<\/a><p class=\"term-description\">An intelligent virtual agent (IVA) is an AI-powered conversational system that interacts with customers using voice or text.<\/p><\/div><div class=\"term-data\" data-term-value=\"Intraday management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-intraday-management\" class=\"term-title\">Intraday management<\/a><p class=\"term-description\">Intraday management adjusts workforce resources in real time, optimising performance throughout the day.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-J\" data-display-count=\"6\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">J<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Journey analytics \"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/journey-analytics\" class=\"term-title\">Journey analytics <\/a><p class=\"term-description\">Journey analytics is the process of tracking, connecting, and analysing customer interactions across channels and time to understand behaviour and improve experiences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey continuity\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-journey-continuity\" class=\"term-title\">Journey continuity<\/a><p class=\"term-description\">Journey continuity refers to ensuring that a customer\u2019s experience is consistent and seamless across various channels and touchpoints. It means that customers can pick up their interactions right where they left off, regardless of how or where they engage with the brand. Continuity is key to an orchestrated experience because the ability to prevent customers from having to repeat steps again and again \u2014 or from missing important information \u2014 drastically improves the experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey mapping\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/journey-mapping\" class=\"term-title\">Journey mapping<\/a><p class=\"term-description\">Journey mapping visually breaks down each step a customer takes in interacting with a brand. It highlights key touchpoints such as product discovery, signup, purchase and support, along with the emotions, motivations and obstacles customers experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey optimization\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-journey-optimisation\" class=\"term-title\">Journey optimization<\/a><p class=\"term-description\">Journey optimisation focuses on improving the overall customer journey by analysing interactions and touchpoints to identify and eliminate pain points. It involves continuously refining the customer experience to increase satisfaction, retention and conversions. Ideally, journeys will be optimised on an individual, personalised basis to provide the ideal experience for each and every customer; this can be done by leveraging your stores of customer data as well as artificial intelligence to predict needs before they\u2019re a reality.<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey orchestration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-journey-orchestration\" class=\"term-title\">Journey orchestration<\/a><p class=\"term-description\">Journey orchestration is the real-time coordination of customer interactions across channels, touchpoints and systems based on individual behaviour and intent.<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey orchestration engine\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-journey-orchestration-engine\" class=\"term-title\">Journey orchestration engine<\/a><p class=\"term-description\">A technology platform that enables businesses to design, manage and optimise customer journeys across multiple channels and touchpoints. Most effective journey orchestration engines will use artificial intelligence (AI) to surface and analyse customer data, delivering the best next step toward the goal the customer wants to achieve.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-K\" data-display-count=\"1\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">K<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Knowledge management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-knowledge-management\" class=\"term-title\">Knowledge management<\/a><p class=\"term-description\">In AI and contact centre contexts, knowledge management refers to the systematic management of information and resources through AI to support agents and customers. This includes creating, curating and delivering the right information at the right time, improving resolution rates and self-service capabilities.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-L\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">L<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Large language model (LLM)?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-large-language-model-llm\" class=\"term-title\">Large language model (LLM)?<\/a><p class=\"term-description\">A large language model (LLM) is an AI system trained on extensive data to understand context, generate content and even hold humanlike conversations.<\/p><\/div><div class=\"term-data\" data-term-value=\"Large language models (LLMs)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-large-language-models-llms\" class=\"term-title\">Large language models (LLMs)<\/a><p class=\"term-description\">This type of artificial intelligence is trained on vast amounts of text data, enabling the technology to understand and generate human language.<\/p><\/div><div class=\"term-data\" data-term-value=\"LLM agent orchestration\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-llm-agent-orchestration\" class=\"term-title\">LLM agent orchestration<\/a><p class=\"term-description\">LLM agent orchestration is the process of coordinating large language model (LLM)-based agents to work together towards shared goals. <\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-M\" data-display-count=\"8\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">M<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Machine learning\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-machine-learning\" class=\"term-title\">Machine learning<\/a><p class=\"term-description\">Machine learning (ML) is a type of Artificial intelligence (AI) that allows computers to learn from data and improve over time without being explicitly programmed.<\/p><\/div><div class=\"term-data\" data-term-value=\"Mobile voice What Is Mobile Voice?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-mobile-voice\" class=\"term-title\">Mobile voice (What Is Mobile Voice?)<\/a><p class=\"term-description\">Mobile voice is the emerging technology that combines recent advances in mobile and voice recognition.<\/p><\/div><div class=\"term-data\" data-term-value=\"Model context protocol\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-model-context-protocol\" class=\"term-title\">Model context protocol<\/a><p class=\"term-description\">Model context protocol (MCP) refers to a structured approach or standard that governs how context is gathered, maintained and delivered to AI models, particularly large language models (LLMs) during inference. <\/p><\/div><div class=\"term-data\" data-term-value=\"Modern contact center What Is A Modern Contact Centre?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-modern-contact-centre\" class=\"term-title\">Modern contact center (What Is A Modern Contact Centre?)<\/a><p class=\"term-description\">A moderns contact centre is a central point in an enterprise from which all inbound and outbound customer communications are managed.<\/p><\/div><div class=\"term-data\" data-term-value=\"Multi-skill scheduling\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-multi-skill-scheduling\" class=\"term-title\">Multi-skill scheduling<\/a><p class=\"term-description\">Multi-skill scheduling assigns agents with multiple skills so they can each handle more tasks more efficiently.<\/p><\/div><div class=\"term-data\" data-term-value=\"Multi-channel Cloud Call Center What Is A Multichannel Cloud Call Centre?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-multichannel-cloud-call-centre\" class=\"term-title\">Multi-channel Cloud Call Center (What Is A Multichannel Cloud Call Centre?)<\/a><p class=\"term-description\">A multichannel cloud call centre is a CX platform that integrates multiple touchpoints while reducing incremental costs to modernising call centre capabilities<\/p><\/div><div class=\"term-data\" data-term-value=\"Multichannel cloud contact center Multichannel cloud contact centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-multichannel-cloud-contact-centre\" class=\"term-title\">Multichannel cloud contact center (Multichannel cloud contact centre)<\/a><p class=\"term-description\">A multi-channel cloud contact centre is a customer experience (CX) solution that integrates multiple touchpoints \u2013 including voice, text, social media and the web \u2013 making them accessible via an Internet server. A multi-channel cloud contact centre can be accessed from virtually anywhere, eliminating the need for increased physical infrastructure while meeting the evolving demands of today\u2019s customer communication preferences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Multilingual AI support\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-multilingual-ai-support\" class=\"term-title\">Multilingual AI support<\/a><p class=\"term-description\">Multilingual AI support enables businesses to provide real-time, AI-powered customer service in multiple languages.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-N\" data-display-count=\"5\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">N<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Natural language processing (NLP)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-natural-language-processing\" class=\"term-title\">Natural language processing (NLP)<\/a><p class=\"term-description\">Natural language processing (NLP) is a branch of Artificial intelligence (AI) that enables machines to understand, interpret and generate human language.<\/p><\/div><div class=\"term-data\" data-term-value=\"Natural language understanding (NLU)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-natural-language-understanding-nlu\" class=\"term-title\">Natural language understanding (NLU)<\/a><p class=\"term-description\">This is a sub-branch of natural language processing (NLP) that\u2019s focused specifically on interpreting meaning, intent and context in human language \u2014 going beyond keyword detection and truly understanding it.<\/p><\/div><div class=\"term-data\" data-term-value=\"Negative customer experiences\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-negative-customer-experiences\" class=\"term-title\">Negative customer experiences<\/a><p class=\"term-description\">Interactions with a brand that fail to solve a customer\u2019s problem, make an issue worse or create a new concern.<\/p><\/div><div class=\"term-data\" data-term-value=\"Net Promoter Score (NPS)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-nps-net-promoter-score\" class=\"term-title\">Net Promoter Score (NPS)<\/a><p class=\"term-description\">Net Promoter Score (NPS) is a metric that measures customer loyalty and satisfaction based on how likely customers are to recommend a company to others.<\/p><\/div><div class=\"term-data\" data-term-value=\"Next-best action\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-next-best-action\" class=\"term-title\">Next-best action<\/a><p class=\"term-description\">Next-best action (NBA) is an AI-driven approach that identifies the most relevant recommendation, message, or offer for a customer in real time.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-O\" data-display-count=\"10\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">O<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Occupancy\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-occupancy\" class=\"term-title\">Occupancy<\/a><p class=\"term-description\">Occupancy measures the amount of time agents spend handling customer interactions, helping optimise resource utilisation.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel cloud call center Omnichannel cloud call centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-omnichannel-cloud-call-center-2\" class=\"term-title\">Omnichannel cloud call center (Omnichannel cloud call centre)<\/a><p class=\"term-description\">An omnichannel cloud contact centre is a unified, cloud-based platform that manages customer interactions across voice, chat, email, messaging and social media in one place.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel cloud contact center Omnichannel cloud contact centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-omnichannel-cloud-contact-center\" class=\"term-title\">Omnichannel cloud contact center (Omnichannel cloud contact centre)<\/a><p class=\"term-description\">An omnichannel cloud contact centre is a cloud-delivered platform that unifies customer interactions across voice, chat, email, messaging and social channels in a single, connected experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel copilot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-omnichannel-copilot\" class=\"term-title\">Omnichannel copilot<\/a><p class=\"term-description\">An omnichannel copilot is an AI-driven tool that works across all channels to maintain context and consistency in customer interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel customer experience\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-omnichannel-customer-experience\" class=\"term-title\">Omnichannel customer experience<\/a><p class=\"term-description\">An omnichannel customer experience is made up of individual customer touchpoints, over a variety of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel customer journey\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-omnichannel-customer-journey\" class=\"term-title\">Omnichannel customer journey<\/a><p class=\"term-description\">An omnichannel customer journey consists of key interactions over multiple touchpoints between customer or prospect and a company during the point of sale and throughout the customer lifecycle.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel customer service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-omnichannel-customer-service\" class=\"term-title\">Omnichannel customer service<\/a><p class=\"term-description\">Omnichannel customer service consists of numerous interactions across multiple touchpoints between a customer, or prospective customer, and product or service provider during the time of sale, and throughout the customer lifecycle.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel engagement\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-omnichannel-engagement\" class=\"term-title\">Omnichannel engagement<\/a><p class=\"term-description\">Omnichannel engagement provides customers with a unified experience across all communication platforms \u2013 digital channels, phone calls, in-store visits and more.<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel workforce management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-omnichannel-workforce-management\" class=\"term-title\">Omnichannel workforce management<\/a><p class=\"term-description\">Omnichannel workforce management optimises the handling of customer interactions across multiple channels for a unified experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Orchestrated customer engagement\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-orchestrated-customer-engagement\" class=\"term-title\">Orchestrated customer engagement<\/a><p class=\"term-description\">Orchestrated customer engagement is the strategic coordination of interactions across channels, touchpoints and time to deliver personalised and context-aware experiences.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-P\" data-display-count=\"15\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">P<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Performance management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-performance-management\" class=\"term-title\">Performance management<\/a><p class=\"term-description\">Performance management tracks and improves employee performance to meet company goals and enhance service quality.<\/p><\/div><div class=\"term-data\" data-term-value=\"Personalization engine Personalisation engine\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-personalisation-engine\" class=\"term-title\">Personalization engine (Personalisation engine)<\/a><p class=\"term-description\">A personalisation engine is a technology platform that automates the process of delivering personalised content, offers and interactions to customers based on their data, behavior and preferences. It helps businesses create individualised experiences at scale, leading to better engagement and conversions. As a leading AI-Powered Experience Orchestration platform, Genesys Cloud\u2122 is an example of a personalisation engine.<\/p><\/div><div class=\"term-data\" data-term-value=\"Personalized marketing campaigns Personalised marketing campaigns\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-personalised-marketing-campaigns\" class=\"term-title\">Personalized marketing campaigns (Personalised marketing campaigns)<\/a><p class=\"term-description\">Marketing efforts that are tailored to the individual preferences, behaviors and needs of specific customers. Personalisation helps ensure every part of a customer\u2019s experience is relevant to their goals, removing unnecessary friction and improving engagement and conversion rates \u2014 along with customer satisfaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Personalized offers Personalised offers\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-personalised-offers\" class=\"term-title\">Personalized offers (Personalised offers)<\/a><p class=\"term-description\">Promotions or deals created for individual customers, based on their preferences, purchase history and behavior. Personalisation helps to ensure a business offers specific customers things that they want, thereby improving their buying experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predicting customer churn\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-predicting-customer-churn\" class=\"term-title\">Predicting customer churn<\/a><p class=\"term-description\">Predicting customer churn involves using data analytics and machine learning to identify customers who are at risk of leaving or disengaging. By analysing behavior patterns and other indicators, businesses can take proactive steps to retain customers and improve loyalty.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive analytics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-predictive-analytics\" class=\"term-title\">Predictive analytics<\/a><p class=\"term-description\">Predictive analytics uses statistical models and machine learning to examine historical data and forecast future outcomes.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive analytics in CX\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-predictive-analytics-in-cx\" class=\"term-title\">Predictive analytics in CX<\/a><p class=\"term-description\">Predictive analytics in customer experience (CX) involves using historical data and AI-powered machine learning algorithms to predict future customer behaviors, needs and outcomes. This applies both to your customer base as a whole, as well as individuals based on their own past actions. This allows businesses to be proactive in addressing customer concerns and optimising their journeys.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive customer behavior modeling\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-predictive-customer-behavior-modeling\" class=\"term-title\">Predictive customer behavior modeling<\/a><p class=\"term-description\">Using data analytics and machine learning to predict future customer behaviors and the goals they\u2019re trying to achieve based on information such as their past interactions. With these predictive insights, organisations can engage the customer at the right time and in the right way. For example, a company could proactively offer a precisely timed chat that\u2019s personalised using insights from the data analysis. Over time, machine learning can iterate and improve the predictive model based on additional customer interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive dialing Predictive dialling\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-predictive-dialing\" class=\"term-title\">Predictive dialing (Predictive dialling)<\/a><p class=\"term-description\">Predictive dialling is an automated outbound calling method that uses algorithms to dial multiple numbers simultaneously and connect live calls to available agents.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive engagement\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-predictive-engagement\" class=\"term-title\">Predictive engagement<\/a><p class=\"term-description\">Predictive engagement uses Artificial intelligence (AI) and real-time analytics to anticipate a customer\u2019s needs during digital interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive personalization Predictive personalisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-predictive-personalisation\" class=\"term-title\">Predictive personalization (Predictive personalisation)<\/a><p class=\"term-description\">Predictive personalisation leverages data analytics and machine learning to predict customer preferences and behaviors. By anticipating customer needs, businesses can deliver personalised experiences, recommendations and offers that improve engagement and satisfaction. Personalised experiences are one of the goals of customer journey management (CJM), making predictive personalisation an important CJM tool.<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive routing\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-predictive-routing\" class=\"term-title\">Predictive routing<\/a><p class=\"term-description\">Predictive routing is a Contact centre technology that uses Artificial intelligence (AI) to match customers with the most suitable Agent based on historical interaction data, behaviour patterns and real-time context.<\/p><\/div><div class=\"term-data\" data-term-value=\"Private branch exchange (PBX) What Is A Private Branch Exchange (PBX)?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-private-branch-exchange-pbx\" class=\"term-title\">Private branch exchange (PBX) (What Is A Private Branch Exchange (PBX)?)<\/a><p class=\"term-description\">Private branch exchange (PBX) is a private telephone network used within a company. Users can communicate internally and externally using different communication channels like VoIP, ISDN or analogue.<\/p><\/div><div class=\"term-data\" data-term-value=\"Proactive customer service\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-proactive-customer-service\" class=\"term-title\">Proactive customer service<\/a><p class=\"term-description\">Proactive customer service involves anticipating customer issues or needs before they arise and addressing them without the customer having to reach out. This can include sending helpful information, alerts or solving problems preemptively, resulting in higher customer satisfaction and loyalty. Artificial intelligence is a powerful tool in providing proactive customer service, as it helps to organise and analyse data to predict customer needs before they occur.<\/p><\/div><div class=\"term-data\" data-term-value=\"Public switched telephone network (PSTN)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-pstn\" class=\"term-title\">Public switched telephone network (PSTN)<\/a><p class=\"term-description\">The public switched telephone network (PSTN) is the traditional global system for voice communication that connects calls through physical telephone lines and circuit-switched networks.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-Q\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">Q<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Quality assurance\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-quality-assurance\" class=\"term-title\">Quality assurance<\/a><p class=\"term-description\">Quality assurance (QA) in a call centre refers to the systematic process of monitoring and evaluating the performance of agents to ensure they meet the company\u2019s standards and customer service objectives \u2014 crucial for customer satisfaction and loyalty. <\/p><\/div><div class=\"term-data\" data-term-value=\"Quality management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-quality-management\" class=\"term-title\">Quality management<\/a><p class=\"term-description\">Quality management ensures customer service meets predefined standards, improving satisfaction and service delivery.<\/p><\/div><div class=\"term-data\" data-term-value=\"Quick customer resolutions\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-quick-customer-resolutions\" class=\"term-title\">Quick customer resolutions<\/a><p class=\"term-description\">The ability of a business to rapidly assess, address and solve customer service issues. Customer journey management allows a business to predict potential issues and either eliminate them preemptively or solve them more quickly on a case-by-case basis.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-R\" data-display-count=\"11\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">R<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Real-time adherence (RTA)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/real-time-adherence-rta\" class=\"term-title\">Real-time adherence (RTA)<\/a><p class=\"term-description\">Real-time adherence is a workforce management practice that tracks whether contact centre agents are following their assigned schedules as the day unfolds.<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time customer engagement\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-real-time-customer-engagement\" class=\"term-title\">Real-time customer engagement<\/a><p class=\"term-description\">Real-time customer engagement refers to the ability of businesses to interact with customers instantaneously across various channels, particularly live chat, speech and social media. It allows companies to provide timely, relevant responses and offers, creating more dynamic and personalised customer experiences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time customer journey management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-real-time-customer-journey-management\" class=\"term-title\">Real-time customer journey management<\/a><p class=\"term-description\">The practice of monitoring and influencing a customer\u2019s journey as it happens, using data analytics and automation to orchestrate experiences that align your actions with your customer\u2019s goals.<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time data and analytics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-real-time-data-and-analytics\" class=\"term-title\">Real-time data and analytics<\/a><p class=\"term-description\">Powered by AI, real-time data and analytics provide instant snapshots of business operations, customer behavior and market trends at a moment in time, allowing businesses to react to changes in the customer experience immediately and solve issues quickly.<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time personalization Real-time personalisation\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-real-time-personalization\" class=\"term-title\">Real-time personalization (Real-time personalisation)<\/a><p class=\"term-description\">Tailoring the customer\u2019s experience in real time, based on live interactions and instant data. As a part of the experience orchestration process, this is typically accomplished with the help of artificial intelligence (AI). Real-time personalisation allows a business to enhance the relevance of every customer interaction and increase engagement, helping each customer achieve their distinct goals.<\/p><\/div><div class=\"term-data\" data-term-value=\"Remote procedure call\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-remote-procedure-call\" class=\"term-title\">Remote procedure call<\/a><p class=\"term-description\">A remote procedure call (RPC) is a method that allows one system to request and execute a function on another system as if it were local.<\/p><\/div><div class=\"term-data\" data-term-value=\"Remote workforce management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-remote-workforce-management\" class=\"term-title\">Remote workforce management<\/a><p class=\"term-description\">Remote workforce management optimises scheduling, communication and productivity for employees working remotely.<\/p><\/div><div class=\"term-data\" data-term-value=\"Responsible AI for contact centers Responsible AI for contact centres\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-responsible-ai\" class=\"term-title\">Responsible AI for contact centers (Responsible AI for contact centres)<\/a><p class=\"term-description\">Responsible AI is the practice of designing, deploying, and governing artificial intelligence systems in ways that are ethical, transparent, and aligned with organisational, legal, and societal standards. <\/p><\/div><div class=\"term-data\" data-term-value=\"Revision Of:  Auto Dialer Revision Of: What Is An Auto Dialer?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/revision-of-what-is-an-auto-dialer\" class=\"term-title\">Revision Of:  Auto Dialer (Revision Of: What Is An Auto Dialer?)<\/a><p class=\"term-description\">An auto dialer is an outbound call centre solution that automatically dials customer telephone numbers and can deliver important information through an automated message.<\/p><\/div><div class=\"term-data\" data-term-value=\"Revision Of: What Is Call Centre Management?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/revision-of-what-is-call-centre-management\" class=\"term-title\">Revision Of: What Is Call Centre Management?<\/a><p class=\"term-description\">Call centre management is the way in which organisations manage the daily operations of the call centre, including forecasting, scheduling, reporting & training.<\/p><\/div><div class=\"term-data\" data-term-value=\"RTT call\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-an-rtt-call\" class=\"term-title\">RTT call<\/a><p class=\"term-description\">An RTT call is a real-time text communication method that lets users send text instantly during a phone call without waiting for the other party to finish typing. <\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-S\" data-display-count=\"13\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">S<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Scheduling\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-scheduling\" class=\"term-title\">Scheduling<\/a><p class=\"term-description\">Scheduling involves assigning shifts to ensure optimal staffing levels and meet customer demand.<\/p><\/div><div class=\"term-data\" data-term-value=\"Segmentation strategies\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-segmentation-strategies\" class=\"term-title\">Segmentation strategies<\/a><p class=\"term-description\">Dividing a market into distinct groups of buyers with different needs, characteristics or behaviors who might require separate products or marketing approaches. Leading companies now use artificial intelligence (AI)-powered insights to segment their customers based on their behavior and surface cross-channel histories of their interactions. With these insights, these industry leaders can increase satisfaction and loyalty by showing how deeply they know the customer, predicting intent, delivering precisely-timed actions and more.<\/p><\/div><div class=\"term-data\" data-term-value=\"Self-service AI\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-self-service-ai\" class=\"term-title\">Self-service AI<\/a><p class=\"term-description\">Self-service AI solutions allow customers to resolve issues or get information on their own, without needing live agent support.<\/p><\/div><div class=\"term-data\" data-term-value=\"Semantic understanding\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-semantic-understanding\" class=\"term-title\">Semantic understanding<\/a><p class=\"term-description\">Semantic understanding is the process of comprehending the meaning and context of words in a conversation. It enables systems to interpret and generate responses that are relevant and appropriate, playing a critical role in natural language processing and conversational AI applications.<\/p><\/div><div class=\"term-data\" data-term-value=\"Sentiment analysis\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/sentiment-analysis\" class=\"term-title\">Sentiment analysis<\/a><p class=\"term-description\">Sentiment analysis, also referred to as opinion mining, is the process of analysing speech or text to identify the emotional tone. The process uses artificial intelligence (AI)-powered natural language processing (NLP) to determine how the customer feels throughout an interaction. This information is an important component of Voice of the Customer (VoC) analysis.<\/p><\/div><div class=\"term-data\" data-term-value=\"Sentiment analysis\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-sentiment-analysis\" class=\"term-title\">Sentiment analysis<\/a><p class=\"term-description\">Sentiment analysis is a natural language processing (NLP) technique used to determine the emotional tone behind text or speech.<\/p><\/div><div class=\"term-data\" data-term-value=\"Shift bidding and swapping\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-shift-bidding-and-swapping\" class=\"term-title\">Shift bidding and swapping<\/a><p class=\"term-description\">Shift bidding and swapping lets employees select or exchange shifts, improving flexibility and job satisfaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Skills-based routing\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-skills-based-routing\" class=\"term-title\">Skills-based routing<\/a><p class=\"term-description\">An advancement in call routing, skills-based routing uses customer data and AI to match callers with agents best suited to address their needs. This method considers the agent\u2019s skills and the nature of the request, enhancing customer satisfaction by providing more personalised and effective service.<\/p><\/div><div class=\"term-data\" data-term-value=\"Social listening\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-social-listening\" class=\"term-title\">Social listening<\/a><p class=\"term-description\">Social listening is the process of monitoring conversations about your brand on social media to gain insights about customer opinion<\/p><\/div><div class=\"term-data\" data-term-value=\"Speech analytics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/speech-analytics\" class=\"term-title\">Speech analytics<\/a><p class=\"term-description\">Speech analytics uses artificial intelligence (AI)-powered natural language understanding (NLU) to analyse voice recordings or live customer calls. The analysis can spot topics or key phrases; identify customer intent and sentiment; and help contact centres assess both agent performance and drivers of inbound interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Speech recognition\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-speech-recognition\" class=\"term-title\">Speech recognition<\/a><p class=\"term-description\">Speech recognition is a technology that enables machines to identify and process spoken language, converting it into text. It is used in various applications, including virtual assistants and other customer service tools, allowing for efficiencies like rapid transcription of customer interactions and more powerful voicebots.<\/p><\/div><div class=\"term-data\" data-term-value=\"Speech synthesis\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-speech-synthesis\" class=\"term-title\">Speech synthesis<\/a><p class=\"term-description\">Speech synthesis is the artificial production of human speech. It converts written text into spoken words using text-to-speech technology, providing a voice to digital content and enabling interactions with systems through auditory feedback in applications like virtual assistants and accessibility tools. Speech synthesis allows a person to converse with voicebots, making the interaction more natural and empathetic.<\/p><\/div><div class=\"term-data\" data-term-value=\"Supervisor copilot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-supervisor-copilot\" class=\"term-title\">Supervisor copilot<\/a><p class=\"term-description\">A supervisor copilot is an AI-powered assistant designed to help contact centre supervisors monitor, guide, and support their teams in real time.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-T\" data-display-count=\"4\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">T<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Tailored interactions\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-tailored-interactions\" class=\"term-title\">Tailored interactions<\/a><p class=\"term-description\">Customising communications between a business and a customer so that each customer\u2019s unique needs are met.<\/p><\/div><div class=\"term-data\" data-term-value=\"Touchpoint\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-touchpoint-2\" class=\"term-title\">Touchpoint<\/a><p class=\"term-description\">A touchpoint is any interaction or point of contact between a customer and a brand, whether online or offline. Touchpoints can include website visits, social media interactions, emails, phone calls and in-person visits, and are critical for shaping the overall customer experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Touchpoint What Is A Touchpoint\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-touchpoint\" class=\"term-title\">Touchpoint (What Is A Touchpoint)<\/a><p class=\"term-description\">A touchpoint is any interaction or point of contact between a customer and a brand, whether online or offline. Touchpoints can include website visits, social media interactions, emails, phone calls and in-person visits, and are critical for shaping the overall customer experience. <\/p><\/div><div class=\"term-data\" data-term-value=\"Trunk What Is A Trunk\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-trunk\" class=\"term-title\">Trunk (What Is A Trunk)<\/a><p class=\"term-description\">A trunk is a communication line or physical link, such as a wire or optical line, designed to carry multiple signals simultaneously.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-U\" data-display-count=\"4\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">U<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Unified communications as a service (UCaaS) Unified Communications as a Service (UCaaS)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/unified-communications-as-a-service-ucaas\" class=\"term-title\">Unified communications as a service (UCaaS) (Unified Communications as a Service (UCaaS))<\/a><p class=\"term-description\">Unified Communications as a Service (UCaaS) is a cloud-based delivery model that centralises voice, video, messaging and collaboration tools into one platform.<\/p><\/div><div class=\"term-data\" data-term-value=\"Unified customer view\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-unified-customer-view\" class=\"term-title\">Unified customer view<\/a><p class=\"term-description\">A unified customer view consolidates all data from different interactions and touchpoints into a single, comprehensive profile for each customer. This enables businesses to better understand customer needs and deliver more personalised, consistent experiences across channels. This view is absolutely necessary for any customer journey management strategy to be possible.<\/p><\/div><div class=\"term-data\" data-term-value=\"Up-selling and cross-selling opportunities\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-up-selling-and-cross-selling-opportunities\" class=\"term-title\">Up-selling and cross-selling opportunities<\/a><p class=\"term-description\">Selling a customer either a superior\/higher-priced version of a product, or a product from a different category that complements their original purchase.<\/p><\/div><div class=\"term-data\" data-term-value=\"User journey\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-user-journey\" class=\"term-title\">User journey<\/a><p class=\"term-description\">A user journey is the series of steps a user takes to achieve a specific goal while interacting with a product or service. Mapping the user journey helps businesses identify pain points, improve design, and create more intuitive and satisfying experiences for customers.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-V\" data-display-count=\"13\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">V<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Video contact center Video contact centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-video-contact-center\" class=\"term-title\">Video contact center (Video contact centre)<\/a><\/div><div class=\"term-data\" data-term-value=\"Virtual agent\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-virtual-agent\" class=\"term-title\">Virtual agent<\/a><p class=\"term-description\">A Virtual agent is an Artificial intelligence (AI)-powered tool that engages with customers through voice or text to resolve issues, answer questions and perform tasks without human intervention.<\/p><\/div><div class=\"term-data\" data-term-value=\"Virtual call center (VCC) What Is A Virtual Call Centre?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-virtual-call-centre\" class=\"term-title\">Virtual call center (VCC) (What Is A Virtual Call Centre?)<\/a><p class=\"term-description\">A virtual call centre is a solution that supports contact centre agents who are dispersed geographically to provide customer service interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Virtual contact center (VCC) What Is A Virtual Contact Centre?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-virtual-contact-centre\" class=\"term-title\">Virtual contact center (VCC) (What Is A Virtual Contact Centre?)<\/a><p class=\"term-description\">A virtual contact centre (VCC) is a solution that supports contact centre agents in various geographical locations instead of a single physical location.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice biometrics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-voice-biometrics\" class=\"term-title\">Voice biometrics<\/a><p class=\"term-description\">Voice biometrics is a technology that uses the unique characteristics of a person\u2019s voice to identify and authenticate them. It analyses voice patterns to provide secure and convenient user verification, and is commonly used in customer service for things like matching a caller with an existing customer profile or to verify a customer\u2019s identity before accessing private information.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice command\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-voice-command\" class=\"term-title\">Voice command<\/a><p class=\"term-description\">Call centre voice command refers to the use of voice-activated technology that allows agents, supervisors, or customers to perform actions or navigate systems using spoken instructions<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice interaction\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-voice-interaction\" class=\"term-title\">Voice interaction<\/a><p class=\"term-description\">Voice interaction refers to the act of communicating or interfacing with a system or device using spoken language. It involves the use of voice commands and responses, enabling natural and intuitive user experiences in applications such as virtual assistants and customer service.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice of the customer (VoC)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-voice-of-customer-voc\" class=\"term-title\">Voice of the customer (VoC)<\/a><p class=\"term-description\">Voice of the Customer (VoC) refers to the collection and analysis of customer feedback and sentiments to understand their needs, expectations and preferences. By capturing VoC, businesses can make data-driven decisions to improve products, services and the overall customer experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice of the Customer (VoC) What Is Voice Of The Customer (VoC)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-voice-of-the-customer-voc\" class=\"term-title\">Voice of the Customer (VoC) (What Is Voice Of The Customer (VoC))<\/a><p class=\"term-description\">Voice of the Customer (VoC) refers to the collection and analysis of customer feedback and sentiments to understand their needs, expectations and preferences. By capturing VoC, businesses can make data-driven decisions to improve products, services and the overall customer experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice over Internet Protocol (VOIP) call center Voice over Internet Protocol (VOIP) call centre\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-voip-call-center\" class=\"term-title\">Voice over Internet Protocol (VOIP) call center (Voice over Internet Protocol (VOIP) call centre)<\/a><p class=\"term-description\">A Voice over Internet Protocol (VoIP) call centre is a cloud-based contact centre that uses technology to manage inbound and outbound calls.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice over IP (VoIP) What Is VoIP?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-voip\" class=\"term-title\">Voice over IP (VoIP) (What Is VoIP?)<\/a><p class=\"term-description\">Voice over IP (VoIP) is a technology that converts your voice into a digital signal, allowing you to make a call directly from a computer, a VoIP phone or another data-driven device.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice platform What Is A Voice Platform?\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-voice-platform\" class=\"term-title\">Voice platform (What Is A Voice Platform?)<\/a><p class=\"term-description\">A voice platform executes the commands and logic specified by a voice application, provides speech processing capabilities and enables application creation.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voicebot\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-a-voicebot\" class=\"term-title\">Voicebot<\/a><p class=\"term-description\">A Voicebot is an Artificial intelligence (AI)-powered virtual assistant that interacts with users through voice-based conversations.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-W\" data-display-count=\"8\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">W<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Workforce analytics\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workforce-analytics\" class=\"term-title\">Workforce analytics<\/a><p class=\"term-description\">Workforce analytics uses data to optimise employee performance, reduce labour costs and enhance employee satisfaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce engagement management (WEM)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workforce-engagement-management-wem\" class=\"term-title\">Workforce engagement management (WEM)<\/a><p class=\"term-description\">WEM tools help align employee goals with company objectives to improve performance and engagement.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management (WFM) Workforce management\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workforce-management\" class=\"term-title\">Workforce management (WFM) (Workforce management)<\/a><p class=\"term-description\">Workforce management (WFM) is the process of strategically planning, scheduling, and managing employees to ensure the right number of people are working at the right times to meet business goals. <\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management certifications\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-are-workforce-management-certifications\" class=\"term-title\">Workforce management certifications<\/a><p class=\"term-description\">Workforce management certifications validate expertise in scheduling, forecasting and resource planning, helping professionals advance in their careers.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management reporting\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workforce-management-reporting\" class=\"term-title\">Workforce management reporting<\/a><p class=\"term-description\">Workforce management reporting provides insights into staffing, adherence and productivity for better decision-making.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management software\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workforce-management-software\" class=\"term-title\">Workforce management software<\/a><p class=\"term-description\">Workforce management software automates scheduling, forecasting and performance tracking to optimise operations.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce optimization (WFO) Workforce optimisation (WFO)\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workforce-optimisation\" class=\"term-title\">Workforce optimization (WFO) (Workforce optimisation (WFO))<\/a><p class=\"term-description\">Workforce optimisation leverages technology and strategies to improve employee productivity and meet business goals.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce planning\"><a href=\"https:\/\/www.genesys.com\/en-gb\/definitions\/what-is-workforce-planning\" class=\"term-title\">Workforce planning<\/a><p class=\"term-description\">Workforce planning ensures that an organisation has the right number of skilled employees in place to meet future business needs.<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><\/div><\/div><style type='text\/css'>\r .floating-nav-container.sticky{ padding-top: 1rem !important; }\r <\/style>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;breadcrumb-section&#8221; css=&#8221;.vc_custom_1664759458579{padding-top: 1.5rem !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column][vc_column_text] Home Glossary [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1664782182074{padding-bottom: 0px !important;}&#8221; el_class=&#8221;heading-section&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column][vc_column_text] Contact Centre Definitions Glossary of contact centre, call centre and customer experience terms [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section 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