{"id":509973,"date":"2024-03-19T10:11:08","date_gmt":"2024-03-19T17:11:08","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=509973"},"modified":"2025-03-27T15:35:09","modified_gmt":"2025-03-27T22:35:09","slug":"definitions","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/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-sg\">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=\"50\"><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-sg\/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-sg\/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 behaviours 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-sg\/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-sg\/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 behaviour, and orchestrate experiences that satisfy customers and drive revenue.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/agent\" class=\"term-title\">Agent<\/a><p class=\"term-description\">A person who manages inbound or outbound calls and other customer interactions for an organisation. This person might have a wide range of responsibilities involving account inquiries, complaints, or product and support issues. An agent is also known as a customer service representative (CSR).<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent assist\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/definitions\/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-sg\/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-sg\/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=\"Agent utilization Agent utilisation\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/agent-utilisation\" class=\"term-title\">Agent utilization (Agent utilisation)<\/a><p class=\"term-description\">Agent utilisation represents the percentage of time agents spend on handling calls and other customer interactions as well as related work. These rates can be used to calculate agent efficiency. Agent utilisation considers total time at work \u2014 including logged-out time such as training \u2014 while agent occupancy considers only live logged-in time.<\/p><\/div><div class=\"term-data\" data-term-value=\"Agentic AI\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/definitions\/contact-centre-artificial-intelligence\" class=\"term-title\">AI contact center (AI contact centre)<\/a><p class=\"term-description\">An 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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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 AI experience orchestration\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-ai-orchestration\" class=\"term-title\">AI orchestration (AI experience orchestration)<\/a><p class=\"term-description\">AI experience orchestration refers to the coordinated use of multiple artificial intelligence 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-sg\/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-sg\/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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-ai-summarization\" class=\"term-title\">AI summarization<\/a><p class=\"term-description\">AI summarization is a machine learning process that uses artificial intelligence to generate concise summaries of longer content like text, audio or video.<\/p><\/div><div class=\"term-data\" data-term-value=\"AI workforce management\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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 personalisd 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-sg\/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-sg\/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 behaviour 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-sg\/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-sg\/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-sg\/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 behaviours, 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-sg\/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-sg\/definitions\/what-is-artificial-intelligence-ai\" class=\"term-title\">Artificial intelligence<\/a><p class=\"term-description\">Artificial intelligence involves the development of computer systems capable of performing tasks that typically require human intelligence.<\/p><\/div><div class=\"term-data\" data-term-value=\"Auto dialer\u00a0\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-an-auto-dialer\" class=\"term-title\">Auto dialer\u00a0<\/a><p class=\"term-description\">An automatic dialer 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=\"Auto Dialler\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-an-auto-dialler\" class=\"term-title\">Auto Dialler<\/a><p class=\"term-description\">An auto dialler is an outbound call centre solution that automatically dials customer telephone numbers and can deliver important information through an automated message, or can connect a customer to a live agent once the call has been answered.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated call routing\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 Automated Customer service\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-automated-customer-service\" class=\"term-title\">Automated customer service (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 inquiries without requiring live Agent support.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated customer support Automated customer service\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-automated-customer-support\" class=\"term-title\">Automated customer support (Automated customer service)<\/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-sg\/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 behaviours. 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=\"Automatic call distributor (ACD)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-an-automatic-call-distributor-acd\" class=\"term-title\">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. The system intelligently routes a call to the most appropriate agent based on the caller\u2019s needs.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automatic callback\"><p class=\"term-title\">Automatic callback<\/p><p class=\"term-description\">A computer telephony calling feature that permits a customer\u2014when encountering a busy condition or other condition where an agent is unavailable\u2014to instruct the system to return their call when an agent becomes available.<\/p><\/div><div class=\"term-data\" data-term-value=\"Automatic number identification (ANI)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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 hold time\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/average-hold-time\" class=\"term-title\">Average hold time<\/a><p class=\"term-description\">This is the average length of time a customer is put on hold before interacting with a call centre agent. It\u2019s typically calculated using a large volume of data over a specified period of time.<\/p><\/div><div class=\"term-data\" data-term-value=\"Average speed of answer\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 center 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-sg\/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=\"10\"><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 Back office optimisation\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-back-office-optimisation\" class=\"term-title\">Back office optimization (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, and aligning back office functions with front office workflows in order to improve customer experience (CX) across the customer lifecycle.<\/p><\/div><div class=\"term-data\" data-term-value=\"Back-office workforce management\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-back-office-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=\"Barge-in\"><p class=\"term-title\">Barge-in<\/p><p class=\"term-description\">A capability provided by Natural Language Speech Recognition that allows callers to speak or enter their responses during the prompt and have those responses recognised. See also echo cancellation.<\/p><\/div><div class=\"term-data\" data-term-value=\"Bias\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Blended agent\"><p class=\"term-title\">Blended agent<\/p><p class=\"term-description\">An employee in the role of <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/interactive-voice-response-ivr\">contact centre agent who divides their time and attention between multiple communication channels<\/a> (voice, email, SMS, etc.) to service customer needs.<\/p><\/div><div class=\"term-data\" data-term-value=\"BPO call center\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-bpo-call-center\" class=\"term-title\">BPO call center<\/a><p class=\"term-description\">A BPO call center is a business process outsourcing model where an organisation engages an external provider to handle its customer service operations.<\/p><\/div><div class=\"term-data\" data-term-value=\"Brand reputation and awareness\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 Carrier\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/bring-your-own-carrier\" class=\"term-title\">Bring Your Own Carrier<\/a><p class=\"term-description\">Bring Your Own Carrier (BYOC), also known as \u201cBe Your Own Carrier,\u201d is an innovative communications model based on businesses choosing their preferred telecom carriers to power and manage their Unified Communications as a Service (UCaaS) or Contact Centre as a Service (CCaaS) solutions. <\/p><\/div><div class=\"term-data\" data-term-value=\"Bring Your Own SMS (BYO SMS)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 class=\"term-data\" data-term-value=\"Business process outsourcing (BPO)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/business-process-outsourcing-bpo\" class=\"term-title\">Business process outsourcing (BPO)<\/a><p class=\"term-description\">Business process outsourcing (BPO) is the practice of outsourcing specific business processes to a third-party provider. Businesses typically outsource functions outside the specific focus of the business, such as HR services or call centre operations. Enlisting an outsourced service can boost efficiency, save costs and free up internal resources to focus on more specialised tasks.<\/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=\"97\"><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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-call-centre\" class=\"term-title\">Call center<\/a><p class=\"term-description\"> A physical location where a high volume of customer and other telephone calls are handled by an organisation, usually with some amount of computer automation. Call centres typically provide voice only inbound, outbound and limited self-service customer interactions. See also: Contact Centre.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center agent scorecard Call centre agent scorecard\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/call-centre-agent-scorecard\" class=\"term-title\">Call center agent scorecard (Call centre agent scorecard)<\/a><p class=\"term-description\">A call centre agent scorecard is an important tool for measuring and improving performance in a call centre. The scorecard typically includes key metrics like first-call resolution that provide a basis for helping customer service agents set goals and track progress. It can also be used to provide incentives, as part of a gamification strategy, to keep agents engaged and motivated.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center agent software Call centre agent software\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/call-centre-agent-software\" class=\"term-title\">Call center agent software (Call centre agent software)<\/a><p class=\"term-description\">Call centre agent software is any desktop or mobile application that enables call centre agents to effectively manage customer interactions. Most call centre agent software includes features such as an integrated dialer, recording capabilities and analytics. Advanced cloud-based applications have automation capabilities that route calls to the right agent or department. They also include chatbots, voicebots and other artificial intelligence (AI) tools.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center agent utilization Call centre agent utilisation\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/call-centre-agent-utilisation\" class=\"term-title\">Call center agent utilization (Call centre agent utilisation)<\/a><p class=\"term-description\">This represents the percentage of time call centre agents spend on handling calls and other customer interactions, and related work. These rates can be used to calculate agent efficiency. In call centres, agent utilisation considers total time at work \u2014 including logged-out time such as training \u2014 while agent occupancy considers only live logged-in time.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center coaching Call centre coaching\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/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-sg\/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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-call-center-experience\" class=\"term-title\">Call center experience<\/a><p class=\"term-description\">Call center 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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-call-center-management\" class=\"term-title\">Call center management<\/a><p class=\"term-description\">Call center management is the practice of overseeing contact center operations to ensure efficient service delivery, strong customer outcomes and effective workforce performance.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center reporting Call centre reporting\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/call-centre-reporting\" class=\"term-title\">Call center reporting (Call centre reporting)<\/a><p class=\"term-description\">Call centres track and report on KPIs and other predefined metrics. These give insights into overall call centre efficiency and productivity; customer journeys; and the performance of individuals such as agents. Reports are displayed on dashboards, enabling staff to monitor the call centre and take action, as needed.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center RFP Call centre RFP\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-call-centre-rfp\" class=\"term-title\">Call center RFP (Call centre RFP)<\/a><p class=\"term-description\">A request for proposal (RFP) simplifies decision-making by systematising the evaluation process so you can evaluate the right information to compare vendors and choose the best solution. A company uses the formal RFP framework when decision makers know what they want to buy and are soliciting multiple offers. A formal RFP document specifies your business and technical requirements \u2014 comparing the most important vendor capabilities so you can identify and select the best products or services. Check out our handy guide if you need some practical help to start your own RFP process.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center workforce optimization\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-call-center-workforce-optimization\" class=\"term-title\">Call center workforce optimization<\/a><p class=\"term-description\">Call center workforce optimization is a strategy and set of technologies used to improve agent performance, forecasting, scheduling and quality in a contact center.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center workforce planning Call centre workforce planning\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-call-centre-workforce-planning\" class=\"term-title\">Call center workforce planning (Call centre workforce planning)<\/a><p class=\"term-description\">Call centre workforce planning addresses all elements of the call centre including team scheduling, training and forecasting.<\/p><\/div><div class=\"term-data\" data-term-value=\"What Is Call Centre Workforce Optimisation?\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-call-centre-workforce-optimisation\" class=\"term-title\">What Is Call Centre Workforce Optimisation?<\/a><p class=\"term-description\">Call Centre Workforce Optimisation is a customer service strategy focused on modernising employee performance, workforce quality and automated routing.<\/p><\/div><div class=\"term-data\" data-term-value=\"Call deflection\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Call time\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/call-time\" class=\"term-title\">Call time<\/a><p class=\"term-description\">Call time, also known as \u201ctalk time,\u201d is the amount of time a call centre agent spends on a call with a customer. It is a key performance metric used in contact centres and call centres to measure agent productivity and efficiency.<\/p><\/div><div class=\"term-data\" data-term-value=\"Capacity planning\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Clec\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-clec\" class=\"term-title\">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 Cloud call centre\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-cloud-call-centre\" class=\"term-title\">Cloud call center (Cloud call centre)<\/a><p class=\"term-description\">A web-accessible platform for handling customer calls and interactions. Call centres based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.<\/p><\/div><div class=\"term-data\" data-term-value=\"Cloud contact center \"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-cloud-contact-center\" class=\"term-title\">Cloud contact center <\/a><p class=\"term-description\">A cloud contact center 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-sg\/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=\"Co-browse\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/co-browse\" class=\"term-title\">Co-browse<\/a><p class=\"term-description\">Co-browse, sometimes referred to as \u201cscreen share,\u201d facilitates a collaborative browsing session between a customer and a contact centre agent. Based on the customer\u2019s needs, an agent can see the customer\u2019s screen, move their cursor, highlight or annotate key areas on the screen, and even take full control of the browsing session to help the customer achieve their goals. <\/p><\/div><div class=\"term-data\" data-term-value=\"Compliance (labor laws)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-compliance-labor-laws\" class=\"term-title\">Compliance (labor laws)<\/a><p class=\"term-description\">Compliance with labor 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-sg\/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=\"Composability\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/composability\" class=\"term-title\">Composability<\/a><p class=\"term-description\">Composability is a system design principle in which a solution is composed of components that can be assembled in different combinations to address individual use cases.<\/p><\/div><div class=\"term-data\" data-term-value=\"What Is Computer Telephony Integration (CTI)?\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-computer-telephony-integration-cti\" class=\"term-title\">What Is Computer Telephony Integration (CTI)?<\/a><p class=\"term-description\">Computer telephony integration (CTI) routes phone calls and other customer contact through a computer so agents can handle conversation in multiple channels.<\/p><\/div><div class=\"term-data\" data-term-value=\"Consistent customer experience\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 Consumer behaviour\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-consumer-behaviour\" class=\"term-title\">Consumer behavior (Consumer behaviour)<\/a><p class=\"term-description\">Consumer behaviour refers to the study of how individuals make decisions about purchasing goods and services, including the factors that influence their choices. Understanding consumer behaviour 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-sg\/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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-contact-center-agent-2\" class=\"term-title\">Contact center agent<\/a><p class=\"term-description\">A contact center agent is a professional who manages customer interactions across multiple channels \u2014 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-sg\/definitions\/what-is-contact-centre-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-sg\/definitions\/contact-centre-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 systems Contact centre CRM systems\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 Contact centre management\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-contact-centre-management\" class=\"term-title\">Contact center management (Contact centre 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-sg\/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-sg\/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-sg\/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 \u2014 due to breaks, training, meetings or unplanned absences.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workflow management Contact centre workflow management\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-workflow-management\" class=\"term-title\">Contact center workflow management (Contact centre workflow management)<\/a><p class=\"term-description\">Workflow management is the administration of a sequence of tasks and processes throughout an organisation\u2019s workforce.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workforce management Contact centre workforce management\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 optimization Contact centre workforce optimisation\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-contact-centre-workforce-optimisation\" class=\"term-title\">Contact center workforce optimization (Contact centre workforce optimisation)<\/a><p class=\"term-description\">A customer experience strategy that integrates contact centre technologies and processes in order to deliver seamless omnichannel customer journeys in a multi-channel workforce.<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workforce planning Contact centre workforce planning\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-contact-centre-workforce-planning\" class=\"term-title\">Contact center workforce planning (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=\"Contact centre agent\"><p class=\"term-title\">Contact centre agent<\/p><p class=\"term-description\">Front office employees that are customer-facing and typically the primary point of human customer contact within an organisation.<\/p><\/div><div class=\"term-data\" data-term-value=\"What Is Contact Centre As A Service?\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-contact-centre-as-a-service-ccaas\" class=\"term-title\">What Is Contact Centre As A Service?<\/a><p class=\"term-description\">Contact Centre as a Service (CCaaS) is a cloud-based customer experience solution designed to improve customer experiences. Discover more from Genesys.com\/en-sg<\/p><\/div><div class=\"term-data\" data-term-value=\"What Is Contact Centre CRM?\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-contact-centre-crm\" class=\"term-title\">What Is Contact Centre CRM?<\/a><p class=\"term-description\">Contact centre customer relationship management (CRM) is software that helps to create personalised customer experiences. Discover more from Genesys.com\/en-sg<\/p><\/div><div class=\"term-data\" data-term-value=\"Contextual support in customer service\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Conversant\"><p class=\"term-title\">Conversant<\/p><p class=\"term-description\">An old <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/interactive-voice-response-ivr\">Avaya Hardware Platform<\/a> on which HTI built software applications for IVR and NLSR.<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational AI\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/definitions\/what-is-conversational-ai-for-call-centres\" 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-sg\/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-sg\/definitions\/what-is-conversational-ivr\" class=\"term-title\">Conversational IVR<\/a><p class=\"term-description\">Conversational IVR (interactive voice response) 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-sg\/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-sg\/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=\"CT Connect\"><p class=\"term-title\">CT Connect<\/p><p class=\"term-description\">A computer telephony call control server software that connects a range of telephone switches to a variety of data processing environments.<\/p><\/div><div class=\"term-data\" data-term-value=\"CTI\"><p class=\"term-title\">CTI<\/p><p class=\"term-description\">Computer Telephony Integration. Computer control and functionality applied to telephony hardware.<\/p><\/div><div class=\"term-data\" data-term-value=\"CTI server\"><p class=\"term-title\">CTI server<\/p><p class=\"term-description\">House the server software that monitors telephony events (ringing, busy etc.) at the switch.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer acquisition cost\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/customer-acquisition-cost\" class=\"term-title\">Customer acquisition cost<\/a><p class=\"term-description\">Customer acquisition cost is the amount of money it takes to convert a potential lead into a new customer. These costs can be incurred in the form of sales, marketing, overhead, time and other resources expended. <\/p><\/div><div class=\"term-data\" data-term-value=\"Customer advocacy\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 Customer behaviour analysis\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-customer-behaviour-analysis\" class=\"term-title\">Customer behavior analysis (Customer behaviour 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 Customer behaviour analytics\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-are-customer-behaviour-analytics\" class=\"term-title\">Customer behavior analytics (Customer behaviour analytics)<\/a><p class=\"term-description\">Customer behaviour analytics refers to the process of analysing how customers interact with a brand across various channels. By understanding patterns in behaviour, 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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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 effort score (CES)\"><p class=\"term-title\">Customer effort score (CES)<\/p><p class=\"term-description\">A measurement focused on service interactions in contact centre environments. It provides a way to measure how customer centric channels and touchpoints are in their design and management, and how they promote ease of use, simplicity and effortless interaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer engagement\"><p class=\"term-title\">Customer engagement<\/p><p class=\"term-description\">The ongoing relationship a customer has with an organisation based on relevant, personalised experiences and the anticipation of the customer\u2019s evolving needs.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer engagement center Customer engagement centre\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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 management (CEM)\"><p class=\"term-title\">Customer experience management (CEM)<\/p><p class=\"term-description\">A strategy that focuses on the operations and processes used to create a positive customer experience with focus on your organisation, product, service, or brand.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience metrics\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/definitions\/what-is-a-customer-experience-platform\" class=\"term-title\">Customer experience platform<\/a><p class=\"term-description\">Contact centre 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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/customer-feedback\" class=\"term-title\">Customer feedback<\/a><p class=\"term-description\">Customer feedback is an essential element of customer service. It is any information provided by customers that can help businesses better understand their customers\u2019 needs and expectations. Customer feedback can be gathered in various forms, including surveys, focus groups, customer service calls, online reviews and social media comments. The feedback can provide insight into the customer experience that can help businesses improve customer satisfaction, loyalty and overall performance.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer feedback analysis with AI\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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 interaction analytics\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/customer-interaction-analytics\" class=\"term-title\">Customer interaction analytics<\/a><p class=\"term-description\">Customer interaction analytics is the process of turning unstructured data found in email, voice, chat and more into structured data that can be searched and analysed.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/definitions\/what-is-csat\" class=\"term-title\">Customer satisfaction score (CSAT)<\/a><p class=\"term-description\">Customer satisfaction (CSAT) score 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-sg\/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 behaviours 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-sg\/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 service representative (CSR)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/customer-service-representative-csr\" class=\"term-title\">Customer service representative (CSR)<\/a><p class=\"term-description\">A customer service representative (CSR), also referred to as an \u201cagent,\u201d works in a contact centre and assists customers in resolving their issues.<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer support optimization Customer support optimisation\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-customer-support-optimisation\" class=\"term-title\">Customer support optimization (Customer support optimisation)<\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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=\"13\"><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=\"Database\"><p class=\"term-title\">Database<\/p><p class=\"term-description\">A structured set of files, records, or tables. Often abbreviated DB. A collection of information organised in such a way that a computer program can quickly select desired pieces of data. You can think of a database as an electronic filing system.<\/p><\/div><div class=\"term-data\" data-term-value=\"Dialed number identification service\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-the-dialed-number-identification-service-dnis\" class=\"term-title\">Dialed number identification service<\/a><p class=\"term-description\">Dialed 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=\"Dialed number identification service (DNIS)\"><p class=\"term-title\">Dialed number identification service (DNIS)<\/p><p class=\"term-description\">A feature of 800 or 900 lines that identifies the phone number the caller dialed to reach the attached computer telephony system.<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital commerce experiences\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 Digital Customer Experience\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-digital-customer-experience-digital-cx\" class=\"term-title\">Digital customer experience (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 Digital Customer service\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-digital-customer-service\" class=\"term-title\">Digital customer service (Digital Customer service)<\/a><p class=\"term-description\">Digital Customer service is the delivery of customer support and engagement through digital channels \u2014 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-sg\/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-sg\/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-sg\/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-sg\/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 class=\"term-data\" data-term-value=\"Direct inward dialing (DID)\"><p class=\"term-title\">Direct inward dialing (DID)<\/p><p class=\"term-description\">Dialing within a company without going through an operator.<\/p><\/div><div class=\"term-data\" data-term-value=\"Disaster recovery\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/disaster-recovery\" class=\"term-title\">Disaster recovery<\/a><p class=\"term-description\">Disaster recovery (DR) refers to the measures, policies and tools implemented to restore, repair or maintain critical business technology processes and systems following a disruptive event, such as a natural catastrophe, health crisis, extreme climate event, cyberattack, massive hardware failure or even human error. <\/p><\/div><div class=\"term-data\" data-term-value=\"DTMF (dual-tone multi-frequency) Dual tone multi frequency (DTMF)\"><p class=\"term-title\">DTMF (dual-tone multi-frequency) (Dual tone multi frequency (DTMF))<\/p><p class=\"term-description\">Touchtone dialing. In DTMF, pushing the button sends a combination of two tones\u2019 one high frequency, one low frequency.<\/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=\"14\"><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=\"E.164 \"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/e-164\" class=\"term-title\">E.164 <\/a><p class=\"term-description\">The International Telecommunication Union (ITU) defines E.164 as a globally recognised standard for assigning telephone numbers across public switched telephone networks (PSTN) and various data networks. <\/p><\/div><div class=\"term-data\" data-term-value=\"Echo cancellation\"><p class=\"term-title\">Echo cancellation<\/p><p class=\"term-description\">The process of making the channel quiet enough so that the system can hear and recognise Natural Language inputs during the prompt. See also barge-in.<\/p><\/div><div class=\"term-data\" data-term-value=\"Electronic Protected Health Information\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/electronic-protected-health-information\" class=\"term-title\">Electronic Protected Health Information<\/a><p class=\"term-description\">Electronic Protected Health Information (ePHI) refers to Protected Health Information (PHI) that is produced, saved, sent or received electronically. <\/p><\/div><div class=\"term-data\" data-term-value=\"Emergency Location Identification Number\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/emergency-location-identification-number\" class=\"term-title\">Emergency Location Identification Number<\/a><p class=\"term-description\">An Emergency Location Identification Number (ELIN) is a 10-digit Direct Inward Dialing (DID) number sourced from a local exchange carrier (LEC).<\/p><\/div><div class=\"term-data\" data-term-value=\"Emotional connections with customers\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/definitions\/what-is-employee-engagement-2\" 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 engagement\"><p class=\"term-title\">Employee engagement<\/p><p class=\"term-description\">The extent to which employees are actively engaged in their work and supporting their customers. It can be a key driver of motivation, retention, performance, customer experience, and business success.<\/p><\/div><div class=\"term-data\" data-term-value=\"Employee self-service scheduling\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Enterprise relationship management (ERM)\"><p class=\"term-title\">Enterprise relationship management (ERM)<\/p><p class=\"term-description\">Relates to solutions allowing an enterprise to share customer, product, competitor and market information to accomplish goals of meeting long-term customer satisfaction and increased revenues<\/p><\/div><div class=\"term-data\" data-term-value=\"Ethical AI\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-ethical-ai\" class=\"term-title\">Ethical AI<\/a><p class=\"term-description\">Ethical artificial intelligence (AI) refers to the development and deployment of artificial intelligence technologies in a way that aligns with moral principles such as fairness, accountability, transparency and privacy.<\/p><\/div><div class=\"term-data\" data-term-value=\"Event personalization techniques Event personalisation techniques\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 behaviours. 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 as a Service (EaaS)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/experience-as-a-service-eaas\" class=\"term-title\">Experience as a Service (EaaS)<\/a><p class=\"term-description\">Experience as a Service\u00ae (EaaS) is an approach to customer experience management that seeks to deliver personalised, seamless experiences across all touchpoints and interactions between a customer and a business.<\/p><\/div><div class=\"term-data\" data-term-value=\"Experience orchestration\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/definitions\/what-is-first-response-time\" class=\"term-title\">First response time<\/a><p class=\"term-description\">First response time (FRT) \u2014 also called time to first response \u2014 is the amount of time it takes for an organisation to reply to a customer inquiry after it\u2019s received.<\/p><\/div><div class=\"term-data\" data-term-value=\"First-contact resolution (FCR)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 management 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 First Call Resolution.<\/p><\/div><div class=\"term-data\" data-term-value=\"Forecasting\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"4\"><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-sg\/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-sg\/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 behaviours. 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-sg\/definitions\/what-is-generative-ai\" class=\"term-title\">Generative AI<\/a><p class=\"term-description\">Generative artificial intelligence (AI) refers to a class of artificial intelligence that creates new content such as text, images, audio or code based on patterns learnt from existing data.<\/p><\/div><div class=\"term-data\" data-term-value=\"GrXML\"><p class=\"term-title\">GrXML<\/p><p class=\"term-description\">XML format of a syntax for representing grammars for use in speech recognition so that developers can specify the words and patterns of words to be listened for by a speech recogniser, as defined by the W3C forum The other format defined by the W3C forum, for representing these grammars is an Augmented BNF Form.<\/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=\"7\"><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-sg\/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-sg\/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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-hosted-dialer\" class=\"term-title\">Hosted dialer<\/a><p class=\"term-description\">A hosted dialer is a contact centre cloud-based technology that enables cross-channel contact strategies in order to maximise the time agents spend on the phone, while accurately predicting agent availability, optimally pacing dialing, and filtering out unproductive calls.<\/p><\/div><div class=\"term-data\" data-term-value=\"Hosted services\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/hosted-services\" class=\"term-title\">Hosted services<\/a><p class=\"term-description\">Hosted services are software applications, compute resources and other information technology (IT) services that reside and are managed remotely, usually in the cloud. A third-party provider typically hosts these services and maintains and manages the necessary infrastructure. Hosted services can be used for a variety of purposes \u2014 from running an online store to running a contact centre.<\/p><\/div><div class=\"term-data\" data-term-value=\"Human-AI collaboration\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/definitions\/what-is-hyper-personalisation\" class=\"term-title\">Hyper-personalization (Hyper-personalisation)<\/a><p class=\"term-description\">Hyper-personalisation leverages AI, real-time data and behavioral insights to tailor experiences for individual customers.<\/p><\/div><div class=\"term-data\" data-term-value=\"Hyperpersonalization Hyperpersonalisation\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 behaviours. 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=\"6\"><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-sg\/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=\"Inbound call center Inbound call centre\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/inbound-call-centre\" class=\"term-title\">Inbound call center (Inbound call centre)<\/a><p class=\"term-description\">An inbound call centre is a customer service function dedicated to receiving incoming calls from customers or potential customers. The inbound call centre handles a variety of customer calls, ranging from product questions to technical support to sales inquiries. Customer service representatives who understand the company\u2019s products and services \u2014 and can provide helpful advice and solutions \u2014 typically staff inbound call centres.<\/p><\/div><div class=\"term-data\" data-term-value=\"Individualized customer experiences Individualised customer experiences\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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=\"Interactive voice response (IVR)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-ivr\" class=\"term-title\">Interactive voice response (IVR)<\/a><p class=\"term-description\">A system that uses responses from a touch tone telephone to gather and store data. An IVR is automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. The caller responds by pressing keys on the telephone keypad or speaking words or short phrases. This can also be used for voice self-service which can used to escalate customers to human-assisted service. It uses a human voice to read back. When set up with voice recognition software, data can be gathered through voice instead of touch tone. See also VRU.<\/p><\/div><div class=\"term-data\" data-term-value=\"Intraday management\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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-sg\/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, highlighting key touchpoints.<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey optimization Journey optimisation\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-journey-optimisation\" class=\"term-title\">Journey optimization (Journey optimisation)<\/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 Journey Orchestration\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-journey-orchestration\" class=\"term-title\">Journey orchestration (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-sg\/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-sg\/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-sg\/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-sg\/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 LLM Agent orchestration\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-llm-agent-orchestration\" class=\"term-title\">LLM agent orchestration (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-sg\/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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-mobile-voice\" class=\"term-title\">Mobile voice<\/a><p class=\"term-description\">Mobile voice is the emerging technology that combines recent advances in mobile and voice recognition. The combination of the two technologies results in users being able to talk to their mobile devices, be understood by the device, and accomplish tasks.<\/p><\/div><div class=\"term-data\" data-term-value=\"Model context protocol\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-model-context-protocol\" class=\"term-title\">Model context protocol<\/a><p class=\"term-description\">Model context protocol 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 Modern contact centre\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-modern-contact-centre\" class=\"term-title\">Modern contact center (Modern contact centre)<\/a><p class=\"term-description\">A modern contact centre is a central point in an enterprise from which inbound and outbound customer communications\u2014including voice calls, email, social media, and Web chat\u2014are managed and supported to continuously meet the adoption of new customer experience (CX) channels.  The contact centre plays a critical role in today's customer experience. As customer expectation and demands have changed, contact centre modernisation has become a key differentiator. Genesys Customer Experience Platform provides solutions in the cloud, on premises or a hybrid deployment to enable companies like yours to deliver an optimal omnichannel customer experience.<\/p><\/div><div class=\"term-data\" data-term-value=\"Multi-skill scheduling\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/definitions\/what-is-a-multi-channel-cloud-contact-centre\" class=\"term-title\">Multichannel cloud contact center (Multichannel cloud contact centre)<\/a><p class=\"term-description\">A multichannel cloud contact centre is a customer experience solution that integrates multiple touchpoints \u2013 including voice, text, social media and the web \u2013 making them accessible via an internet server.<\/p><\/div><div class=\"term-data\" data-term-value=\"Multilingual AI support\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-multilingual-ai-support\" class=\"term-title\">Multilingual AI support<\/a><p class=\"term-description\">Multilingual AI support allows businesses to offer real-time, AI-driven customer service in various 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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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=\"13\"><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-sg\/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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-an-omnichannel-cloud-call-center-2\" class=\"term-title\">Omnichannel cloud call center<\/a><p class=\"term-description\">An omnichannel cloud contact center 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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-an-omnichannel-cloud-contact-center\" class=\"term-title\">Omnichannel cloud contact center<\/a><p class=\"term-description\">An omnichannel cloud contact center 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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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 \u2014 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-sg\/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-sg\/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 class=\"term-data\" data-term-value=\"Outbound call center Outbound call centre\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-an-outbound-call-center\" class=\"term-title\">Outbound call center (Outbound call centre)<\/a><p class=\"term-description\">An outbound call centre is a central point where call centre agents contact current or prospective customers on behalf of an organisation. Outbound calls are conducted for many purposes, including but not limited to: sales calls to prospective customers, debt collection, customer surveys, or for proactive customer service.<\/p><\/div><div class=\"term-data\" data-term-value=\"Outbound Call Centre\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-an-outbound-call-centre\" class=\"term-title\">Outbound Call Centre<\/a><p class=\"term-description\">An outbound call centre is a facility set up to allow call centre employees to make outbound calls to an organisation\u2019s customers or prospects. This may be for market research, proactive customer service, sales, debt recovery or other purposes according to business requirements.<\/p><\/div><div class=\"term-data\" data-term-value=\"Outbound IVR\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-outbound-ivr\" class=\"term-title\">Outbound IVR<\/a><p class=\"term-description\">An Outbound IVR is a contact centre solution used to proactively distribute communications to customers. This technology allows an organization to automatically engage customers through multiple channels such as automated voice calls, SMS messages, email or social media posts using personalized notifications.<\/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=\"17\"><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-sg\/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=\"Performance management system\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/performance-management-system\" class=\"term-title\">Performance management system<\/a><p class=\"term-description\">A performance management system is a software solution that helps contact centre leaders track individual and team performance, pinpoint individual development needs, and improve employee engagement. Through personalised dashboards, gamification and recognition opportunities, performance management systems enable employees to contribute to a culture of continuous improvement.<\/p><\/div><div class=\"term-data\" data-term-value=\"Personalization engine Personalisation engine\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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, behaviour 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-sg\/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, behaviours 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-sg\/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 behaviour. 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-sg\/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 behaviour 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-sg\/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-sg\/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 behaviours, 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 Predictive customer behaviour modelling\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-predictive-customer-behaviour-modelling\" class=\"term-title\">Predictive customer behavior modeling (Predictive customer behaviour modelling)<\/a><p class=\"term-description\">Using data analytics and machine learning to predict future customer behaviours 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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-predictive-dialing\" class=\"term-title\">Predictive dialing<\/a><p class=\"term-description\">Predictive dialing 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-sg\/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-sg\/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 behaviours. 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-sg\/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)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-pbx\" class=\"term-title\">Private Branch Exchange (PBX)<\/a><p class=\"term-description\">A PBX (private branch exchange) is a company\u2019s dedicated telephone network.<\/p><\/div><div class=\"term-data\" data-term-value=\"Proactive customer service\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Prompt\"><p class=\"term-title\">Prompt<\/p><p class=\"term-description\">A message played to a caller that gives the caller a choice of selections in a menu and asks for a response.<\/p><\/div><div class=\"term-data\" data-term-value=\"Public switched telephone network (PSTN)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"5\"><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-sg\/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-sg\/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=\"Quality management calibration\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/quality-management-calibration\" class=\"term-title\">Quality management calibration<\/a><p class=\"term-description\">A quality management calibration is a process used by call centre quality management teams to ensure consistency and accuracy in the evaluation of customer service interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Quality plans\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/quality-plans\" class=\"term-title\">Quality plans<\/a><p class=\"term-description\">A quality plan is a document or set of procedures that outlines how a call centre will measure and maintain quality standards in its customer service operations.<\/p><\/div><div class=\"term-data\" data-term-value=\"Quick customer resolutions\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"10\"><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-sg\/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-sg\/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-sg\/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-sg\/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 behaviour 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-sg\/definitions\/what-is-real-time-personalisation\" 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-sg\/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-sg\/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=\"Reports agent\"><p class=\"term-title\">Reports agent<\/p><p class=\"term-description\">Allows agents to view team statistics as well as their own call log.<\/p><\/div><div class=\"term-data\" data-term-value=\"Responsible AI for contact centers\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-responsible-ai\" class=\"term-title\">Responsible AI for contact centers<\/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=\"RTT call\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"15\"><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-sg\/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=\"Screen pop\"><p class=\"term-title\">Screen pop<\/p><p class=\"term-description\">A method of delivering a screen of information to a telephone operator at the same time a telephone call is delivered. This is accomplished by a complex chain of tasks that include identifying the calling party number, using that information to access a local or remote ORACLE database, and pulling a form full of information from the database using an ORACLE database utility package.<\/p><\/div><div class=\"term-data\" data-term-value=\"Segmentation strategies\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 behaviours who might require separate products or marketing approaches. Leading companies now use artificial intelligence (AI)-powered insights to segment their customers based on their behaviour 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-sg\/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=\"Sentiment analysis\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Sentiment analysis\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"Server\"><p class=\"term-title\">Server<\/p><p class=\"term-description\">A provider of resources.<\/p><\/div><div class=\"term-data\" data-term-value=\"Shift bidding and swapping\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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-sg\/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-sg\/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=\"Softphone\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/softphone\" class=\"term-title\">Softphone<\/a><p class=\"term-description\">A softphone is a software application that allows you to make phone calls over the internet. This type of Voice over Internet Protocol (VoIP) software is installed on an internet-connected device and doesn\u2019t require a traditional telephone.<\/p><\/div><div class=\"term-data\" data-term-value=\"Software as a service (SaaS)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-saas\" class=\"term-title\">Software as a service (SaaS)<\/a><p class=\"term-description\">Software as a Service (SaaS) is a software licensing model in which software applications are centrally hosted by a provider and delivered to customers via a web browser. SaaS is typically licensed on a subscription basis. SaaS is a viable option for many contact centres wishing to improve profitability and customer experience without increasing operation costs. By reducing hardware and software support and maintenance costs by moving to the cloud, contact centre executives can focus more time and resources on delivering exceptional customer experiences  Genesys Customer Experience Platform is a cloud-based solution that helps businesses deliver exceptional customer experiences while leveraging a SaaS model to reduce the total cost of ownership.<\/p><\/div><div class=\"term-data\" data-term-value=\"Software as a Service (SaaS)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-software-as-a-service\" class=\"term-title\">Software as a Service (SaaS)<\/a><p class=\"term-description\">Software as a Service (SaaS) delivers centrally hosted software applications to customers through a web browser. A SaaS licence is usually purchased on a subscription basis.<\/p><\/div><div class=\"term-data\" data-term-value=\"Speech analytics\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/speech-analytics\" class=\"term-title\">Speech analytics<\/a><p class=\"term-description\">Speech analytics is the use of artificial intelligence (AI) and machine learning to analyse voice conversations between customers and agents.<\/p><\/div><div class=\"term-data\" data-term-value=\"Supervisor copilot\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"5\"><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-sg\/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=\"Talk time\"><p class=\"term-title\">Talk time<\/p><p class=\"term-description\">The average time an agent spends on each call, a common call center performance metric. In general, fast talk time averages are desirable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily.<\/p><\/div><div class=\"term-data\" data-term-value=\"Touchpoint\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-touchpoint\" 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=\"Trunk\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-trunk\" class=\"term-title\">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. A trunk provides network access between two points. They often connect switching centres in a communication solution.<\/p><\/div><div class=\"term-data\" data-term-value=\"TTS\"><p class=\"term-title\">TTS<\/p><p class=\"term-description\">Text-to-Speech \u2013 An optional feature that allows an application to play speech directly from ASCII text by converting that text to synthesised speech.<\/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=\"6\"><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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-are-unified-communications\" class=\"term-title\">Unified Communications<\/a><p class=\"term-description\">Unified communications refers to being able to bring all your company communications into a single environment. It also refers to connecting multiple types of users to the information they need in one place.<\/p><\/div><div class=\"term-data\" data-term-value=\"Unified communications as a service (UCaaS)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/unified-communications-as-a-service-ucaas\" class=\"term-title\">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-sg\/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-sg\/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-sg\/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 class=\"term-data\" data-term-value=\"What Is Automatic Call Distribution (ACD)?\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-automatic-call-distribution-acd\" class=\"term-title\">What Is Automatic Call Distribution (ACD)?<\/a><p class=\"term-description\">Automatic call distribution (ACD) improves customer experience by intelligently routing customers to agents with the right expertise to help them. Read more from Genesys.<\/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=\"15\"><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\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-video-contact-center\" class=\"term-title\">Video contact center<\/a><\/div><div class=\"term-data\" data-term-value=\"Virtual agent\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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) Virtual call centre (VCC)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-virtual-call-centre\" class=\"term-title\">Virtual call center (VCC) (Virtual call centre (VCC))<\/a><p class=\"term-description\">A solution that supports contact centre agents who are dispersed geographically instead working from a single physical location to provide customer service interactions.<\/p><\/div><div class=\"term-data\" data-term-value=\"Virtual contact center (VCC) Virtual contact centre (VCC)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-virtual-contact-centre\" class=\"term-title\">Virtual contact center (VCC) (Virtual contact centre (VCC))<\/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 authentication\"><p class=\"term-title\">Voice authentication<\/p><p class=\"term-description\">A biometric used to verify who the speaker says he or she claims to be.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice command\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 extensible markup language (VXML)\"><p class=\"term-title\">Voice extensible markup language (VXML)<\/p><p class=\"term-description\">Voice XML (extensible markup language) \u2013 VXML is similar to HTML in that it enables users to interact with the Internet through voice-recognition technology. It relies on a voice browser and\/or the telephone to access information. VXML handles input and output audio dialog, dialog sequencing, error handling and client-side scripting.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice of the customer (VoC)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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 over Internet Protocol (VOIP) call center\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-voip-call-center\" class=\"term-title\">Voice over Internet Protocol (VOIP) call center<\/a><p class=\"term-description\">A Voice over Internet Protocol (VoIP) call center is a cloud-based contact center that uses technology to manage inbound and outbound calls.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice over IP (VoIP) VoIP\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-voip\" class=\"term-title\">Voice over IP (VoIP) (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. You can make phone calls anytime, anywhere, using an Internet-connected computer, a headset and VoIP.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice platform\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-voice-platform\" class=\"term-title\">Voice platform<\/a><p class=\"term-description\">A voice platform executes the commands and logic specified by a voice application, provides speech processing capabilities (e.g., speech recognition, text-to-speech, voice authentication) and enables application creation. They also interface with back-end systems (e.g., databases, CRM applications, legacy systems) and call centre infrastructure (i.e., computer telephony integration), and provide system management and administration capabilities.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice print\"><p class=\"term-title\">Voice print<\/p><p class=\"term-description\">A set of features extracted from a sample of a person\u2019s voice that are stored in a speaker authentication system.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice response unit (VRU)\"><p class=\"term-title\">Voice response unit (VRU)<\/p><p class=\"term-description\">A software system that uses responses from a touch tone telephone to gather and store data. It uses a human voice to read back. It is sometimes referred to as the Interactive Voice Response.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice services\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/voice-services\" class=\"term-title\">Voice services<\/a><p class=\"term-description\">Voice services, such as Voice over Internet Protocol (VoIP) or Voice as a Service (VaaS), are telecommunications technologies that convert voice into a digital signal and route conversations through digital channels.<\/p><\/div><div class=\"term-data\" data-term-value=\"Voicebot\"><a href=\"https:\/\/www.genesys.com\/en-sg\/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=\"13\"><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=\"What is a chatbot?\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-a-chatbot\" class=\"term-title\">What is a chatbot?<\/a><p class=\"term-description\">Chatbots are pieces of software that use artificial intelligence (AI) to act as an interface between a person and a computer. Chatbots get their name from mimicking chatting with a real person.<\/p><\/div><div class=\"term-data\" data-term-value=\"What is VoIP?\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-voice-over-internet-protocol-voip\" class=\"term-title\">What is VoIP?<\/a><p class=\"term-description\">VoIP stands for voice over internet protocol. What VoIP means is getting your phone calls over the internet. The calls can come in on a telephone, a computer or a mobile device. If you have made a phone call over the internet, you have made a VoIP call.<\/p><\/div><div class=\"term-data\" data-term-value=\"Wide area network\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/wide-area-network\" class=\"term-title\">Wide area network<\/a><p class=\"term-description\">A Wide Area Network (WAN) is a telecommunications network extending over a large geographical area and designed to connect computers or networks in distant locations<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce analytics\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-workforce-analytics\" class=\"term-title\">Workforce analytics<\/a><p class=\"term-description\">Workforce analytics uses data to optimise employee performance, reduce labor costs and enhance employee satisfaction.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce engagement\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/workforce-engagement\" class=\"term-title\">Workforce engagement<\/a><p class=\"term-description\">Workforce engagement describes the level of commitment and enthusiasm employees feel for the work they do, the customers they serve and the company that employs them. Workforce engagement is tightly aligned with the quality of the customer experience. A highly engaged workforce is more likely to align individual professional growth with company goals and values, resulting in a stronger voice for the organisation\u2019s brand.<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce engagement management (WEM)\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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-sg\/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 class=\"term-data\" data-term-value=\"Workload management\"><a href=\"https:\/\/www.genesys.com\/en-sg\/definitions\/what-is-workload-management\" class=\"term-title\">Workload management<\/a><p class=\"term-description\">Workload management is the process of strategically distributing work throughout the workforce in order to maximise employee or application skill and performance.<\/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 flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-509973","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/509973","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/comments?post=509973"}],"version-history":[{"count":11,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/509973\/revisions"}],"predecessor-version":[{"id":564124,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/509973\/revisions\/564124"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=509973"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}