ACD (Automatic Call Distribution) : An automatic call distribution system that directs incoming calls to the most qualified agent or service based on predefined criteria (skill, availability, priority).
API (Application Programming Interface) : An interface that allows the exchange of data and interconnection between different applications, essential for integrating customer relationship software with a CRM or ERP.
Process Automation: Setting up intelligent scenarios that allow for managing certain interactions without human intervention (sending emails, follow-ups, automatic responses via chatbot).
AI Assisted Agent : A solution that provides recommendations and automates certain tasks to improve the efficiency of agents in a contact center.
Voice Authentication: Technology that allows identifying a client by their voice in order to secure exchanges and reduce processing time.
Big Data & Customer Intelligence : Exploiting massive customer data to refine user journeys and personalize interactions.
Bots & Virtual Assistants: Autonomous programs capable of conversing with customers to answer their questions or direct them to an appropriate service.
CDP (Customer Data Platform) : A platform that centralizes and unifies all customer data from various channels to provide a 360° view and enable advanced personalization.
CES (Customer Effort Score) : An indicator that measures the effort made by a customer to interact with a company, service, or product. A low score indicates a smooth and frictionless experience.
Chatbot : Automated conversational agent based on AI, designed to answer customer questions, qualify their requests, and direct them to the right services.
CRM (Customer Relationship Management) : A tool for structuring and managing customer information, tracking interactions, and optimizing marketing and sales actions.
Call Blending : Technology that allows agents to alternate between handling incoming and outgoing calls based on activity flows.
CTI (Computer Telephony Integration) : Connection between a CRM software and a telephone infrastructure to display customer information upon receiving a call.
CX (Customer Experience) : Overall experience felt by a customer during their interactions with a company.
Data-Driven Customer Service : Using data to anticipate customer expectations and tailor agent responses based on past behaviors.
DMP (Data Management Platform) : A platform that collects, analyzes, and segments customer data to optimize marketing targeting and personalize offers.
ERP (Enterprise Resource Planning) : Software that centralizes the management of a company's resources, including customer management, inventory, accounting, and business processes.
Customer Experience : The sum of perceptions and emotions felt by a customer during their interactions with a brand, determining their satisfaction and loyalty.
Customer Engagement : The level of interaction and emotional attachment of a customer to a brand, influenced by the quality of service and communications.
Automatic Escalation : A system that automatically transfers an unresolved customer request to a higher level of support.
First Call Resolution (FCR) : An indicator that measures a contact center's ability to resolve a customer request on the first call, without requiring follow-up or escalation.
First Response Time (FRT) : The average time taken by a company to respond to a customer after their first contact.
Full Duplex Communication : Technology that allows sending and receiving information simultaneously during an audio or video exchange.
GIC (Customer Interaction Management): A system that optimizes the management of exchanges with clients in real time, complementing traditional CRM solutions.
Gamification of Customer Service: Application of game mechanics (rewards, challenges, rankings) to motivate agents and improve customer satisfaction.
Queue Management : A set of solutions to organize and prioritize customer interactions to avoid excessive waiting times.
Multi-Channel History: Recording of all customer interactions across various channels (telephone, email, chat, social media) to ensure continuity and smooth follow-up.
Artificial Intelligence (AI): Technology that allows for data analysis, automates certain tasks, and enhances customer relations through personalized recommendations and automated responses.
IVR (Interactive Voice Response) / SVI (Interactive Voice Server) : Telephone technology that allows callers to interact with an automated voice menu to be directed to the right service.
Customer Satisfaction Index (CSAT): Score obtained from satisfaction surveys to evaluate the effectiveness of customer service.
Predictive Interaction: A feature that anticipates customer needs by analyzing their behaviors and providing tailored responses even before they ask a question.
AI (artificial intelligence) in customer relations: Technology integrated into customer service software and contact centers to automate certain tasks, analyze customer emotions, and provide intelligent recommendations to agents. Examples: chatbots, predictive analytics, intelligent routing.
Journeys Client : Typical routes followed by a client during their interactions with a brand, allowing for the optimization of the user experience.
KPI (Key Performance Indicator) : Key performance indicator used to evaluate the effectiveness of a customer service (response time, satisfaction rate, resolution rate, etc.).
Live Chat Assistance : Instant messaging feature allowing customers to receive a quick response from agents or chatbots.
Lead Scoring : Method of evaluating prospects based on their level of interest and their likelihood of converting into customers.
Customer service software: Tool designed to centralize, track, and optimize the management of customer requests. It allows for managing tickets, omnichannel interactions (emails, chat, social media), and improves customer satisfaction through automation and advanced analytics.
Contact Center Software: A complete solution that allows you to manage all customer interactions on a single platform, integrating telephony, emails, instant messaging, and social networks. Ideal for ensuring continuity in the customer journey and maximizing team productivity.
Call Center Software: Advanced telephone system designed to optimize the management of incoming and outgoing calls in a customer service or support environment. It includes features such as intelligent routing (ACD), interactive voice response (IVR), and CRM integration.
Customer Experience Software: A tool for analyzing and improving every point of contact between a company and its customers. It relies on key indicators (NPS, CSAT, VoC), real-time feedback, and personalized journeys to strengthen loyalty and optimize engagement.
Machine Learning : A branch of AI that enables computer systems to automatically learn from interactions and client data to refine responses and recommendations.
Multichannel: A strategy that allows customers to interact with a business through multiple channels (phone, email, chat, social media), without the need for these channels to be necessarily synchronized.
Real-Time Monitoring: Active supervision of customer interactions and agent performance through live analytical tools.
Asynchronous Messaging : Communication channels (WhatsApp, email, Messenger) where customers can ask a question and receive a response later without being on hold.
NLP (Natural Language Processing) : AI technology that enables software to understand, analyze, and respond in natural language to customers.
Net Promoter Score (NPS) : An indicator measuring the likelihood that a customer would recommend a brand to their peers.
Omnichannel: An integrated approach where all communication channels of a company are connected to provide a seamless and consistent experience for every customer.
Outbound Call : Outbound call initiated by a company, often as part of a prospecting or loyalty campaign.
Optimization of Customer Content Rate : Adjustment of messages and interactions based on user preferences and behavior.
Advanced Personalization : A technique that consists of adapting interactions based on the behavior and preferences of each customer, relying on data analysis.
Predictive Dialing : Automatic dialing of prospects by software that adjusts calls based on the availability of agents.
Real-Time Personalization : Instant adaptation of messages, offers, and services based on the customer's behavioral data.
Customer service platform: A SaaS system designed to unify and streamline the management of customer requests across multiple channels. It allows for omnichannel tracking, personalization of responses, and automation of workflows to improve the efficiency of customer support.
Lead Qualification : A process that allows evaluating and prioritizing prospects based on their potential to convert into customers.
Customer relationship : A set of strategies, tools, and actions aimed at interacting with customers effectively, personally, and engagingly.
Intelligent routing : A system that automatically distributes customer requests to the most qualified agents or the most appropriate channels based on the context.
Voice Recognition : Technology that allows the identification of a client and processing of their requests by analyzing their voiceprint.
Automated Reminder Workflow : A workflow that allows sending reminders and follow-ups automatically based on defined deadlines.
Self-service client : Tools made available to users to allow them to access answers without human assistance (FAQ, knowledge base, chatbot).
Speech Analytics : Technology that analyzes the content and tone of customer conversations to identify trends, measure satisfaction, and improve call management processes.
Multichannel Supervision: Real-time tracking of agents' performance across all channels to ensure optimal service quality.
Dynamic Script : Evolving guide for agents, tailored based on the responses and needs of the client during the interaction.
Customer Relationship Management Solution: A set of technologies (CRM, helpdesk, ERP, GIC) that enables companies to organize and improve all interactions with their customers. It centralizes data and optimizes sales, support, and loyalty processes.
Customer Retention Rate : A measure of a company's ability to retain its customers over a given period.
Resolution Rate : Percentage of customer requests that have been resolved at the first contact, indicating the effectiveness of customer service.
Escalation Rate: Percentage of interactions requiring second-level intervention or that of a higher-level supervisor.
Average Processing Time (APT) : The average time required to resolve a customer request, from the first contact to the closing of the file.
User-Centric Service : A user-centered approach focused on the needs and expectations of users to enhance their satisfaction and engagement.
VoC (Voice of Customer) : A set of tools and techniques for analyzing customer feedback and expectations in order to improve their experience.
360° Customer Vision: Centralization and unification of all customer interactions and data on a single platform to ensure optimal tracking.
Customer Assistance Video: Interactive visual support allowing agents to assist clients by sharing screens or via a video call.
Vocal Analytics: Voice conversation analysis technology that identifies trends, emotions, and areas for improvement in customer relationships.
Web Call-Back : A feature that allows customers to request an automatic callback from a website, thus avoiding waiting on hold.
Workforce Management (WFM) : Tool for managing the workforce that plans teams according to activity forecasts and optimizes agent availability.
eXperience as a Service (XaaS) : A model where the customer experience is offered as a turnkey service, integrating technologies and advice to optimize engagement.
Yield Management in Customer Relationship : Resource optimization strategy based on dynamic demand management. It allows adapting the availability of agents based on peaks of calls or interactions, as is done in the hospitality or aviation industry to adjust prices according to demand.
YOY (Year Over Year) in Customer Experience: Comparison of performance and customer satisfaction indicators from one year to the next to measure the evolution of the strategies implemented.
Zero Call Resolution : A process that allows resolving a customer request without the need to make a call, thanks to digital channels and self-service.
