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ICA Smart Services refers to digital services provided by the Federal Authority for Identity and Citizenship (ICA) in the United Arab Emirates (UAE). These smart services offer convenient and efficient solutions for individuals and businesses to access government services related…

Impact Sourcing is a business practice that prioritizes the employment of individuals from socioeconomically disadvantaged backgrounds, such as low-income communities or underrepresented groups, in the delivery of outsourcing services. Impact Sourcing providers intentionally recruit and train individuals who may face…

An inbound call center receives incoming calls from customers. Support teams typically monitor inbound centers since the calls tend to come from existing customers with issues or questions. An outbound call center, on the other hand, makes outgoing calls to…

Indirect Sales refers to the distribution of products or services through intermediaries or third-party channels, rather than selling directly to end customers. In an indirect sales model, manufacturers or service providers utilize resellers, distributors, wholesalers, retailers, agents, or other partners…

Information Technology Outsourcing (ITO) is a business practice where organizations delegate the management and operation of their IT functions and services to external service providers. ITO services can include infrastructure management, application development and maintenance, cybersecurity, cloud services, help desk…

Inside Sales refers to the sales process conducted remotely or from within an organization's premises, typically using phone, email, or online communication channels, rather than through face-to-face interactions with customers. Inside sales representatives engage with prospects and customers to generate…

Intellectual property (IP) refers to creations of the mind, such as inventions, literary and artistic works, designs, symbols, names, and images used in commerce. IP is protected by law through patents, copyrights, trademarks, and trade secrets, which give creators exclusive…

Intelligent Automation refers to the integration of artificial intelligence (AI) and automation technologies to perform tasks traditionally requiring human intelligence, decision-making, and problem-solving capabilities. It combines elements of robotic process automation (RPA), machine learning, natural language processing (NLP), and cognitive…

Intelligent Routing, also known as Smart Routing or Dynamic Routing, is a technology that uses advanced algorithms and data analysis techniques to optimize the routing of customer inquiries, requests, or transactions to the most appropriate resource or destination within an…

An Intelligent Virtual Assistant (IVA), also known as a Smart Virtual Assistant or AI-powered Virtual Assistant, is a software agent that uses artificial intelligence (AI), natural language processing (NLP), and machine learning (ML) algorithms to provide conversational interactions and assist…

interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options…