Information Technology Outsourcing (ITO)
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
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 meaning
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
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
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…
Intelligent Virtual Assistant (IVA)
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)
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…
Knowledge Base
A Knowledge Base is a centralized repository or database of information, documents, articles, guides, FAQs, and other resources that provide valuable information and support to users, customers, employees, or stakeholders. Knowledge bases are commonly used by organizations to capture, organize,…
Knowledge Process Outsourcing
Knowledge Process Outsourcing (KPO) is a form of outsourcing where specialized knowledge-based processes or tasks are delegated to external service providers, often located offshore, to leverage their expertise and capabilities. Unlike traditional Business Process Outsourcing (BPO), which focuses on outsourcing…
Lean Six Sigma
Lean Six Sigma is a methodology that combines principles from Lean Manufacturing and Six Sigma to improve process efficiency, reduce waste, and enhance quality within organizations. Lean focuses on eliminating non-value-added activities and streamlining processes to increase efficiency and customer…
List five negative and positive impacts of cybersecurity
Cybersecurity plays a crucial role in protecting individuals, organizations, and society from cyber threats such as data breaches, malware attacks, and cybercrime. While effective cybersecurity measures can safeguard sensitive information, preserve privacy, and maintain trust in digital systems, inadequate security…
Machine Learning
Machine Learning is a subset of artificial intelligence (AI) that involves the development of algorithms and models that enable computers to learn from data and make predictions or decisions without being explicitly programmed. Machine learning algorithms use statistical techniques to…
Managed Services
Managed Services refer to outsourced IT services provided by a third-party service provider, known as a Managed Service Provider (MSP), to manage and support a company's IT infrastructure, systems, and operations. Managed services can encompass a wide range of IT…
Market Size
Market Size refers to the total value or volume of a specific market or industry, typically measured in terms of revenue, sales, or units sold within a defined geographical area or time period. Understanding market size is crucial for businesses…
Marketing
Marketing is the process of creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. It involves understanding customer needs and wants, developing products or services to meet those needs, and promoting them…
Messaging
Messaging refers to the communication method or technology used for exchanging text-based messages between individuals or groups in real-time or asynchronously. Messaging platforms enable users to send and receive messages, typically via text, images, videos, or multimedia content, using various…
Natural Language Processing
Natural Language Processing (NLP) is a branch of artificial intelligence (AI) that focuses on the interaction between computers and human language. NLP enables computers to understand, interpret, and generate human language in a way that is both meaningful and useful.…
Nearshore Outsourcing
Nearshore outsourcing is a business practice in which a company contracts out business processes or services to a third-party provider located in a nearby or neighboring country, typically within the same region or geographical area. Nearshore outsourcing offers advantages similar…
Nearshoring
Nearshoring is a business practice in which a company outsources its business processes or services to a third-party provider located in a nearby or neighboring country, typically within the same region or geographical area. Unlike offshoring, which involves outsourcing to…
Net Promoter Score
Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction based on their likelihood to recommend a company's product or service to others. NPS is derived from a simple survey question: "On a scale of 0…
Next Best Action
Next Best Action (NBA) is a strategy or approach used by businesses to determine the most appropriate and effective action to take in a given situation to achieve a desired outcome. NBA leverages data analytics, machine learning, and decision-making algorithms…
Offshore Outsourcing
Offshore Outsourcing is when an organization recruits a third-party supplier to conduct operations from an outside country. Offshore outsourcing companies provide services from low-cost regions around the globe to reduce costs and tap into seasoned CX experts.
Offshoring
Offshoring is a business practice in which a company outsources its business processes or services to a third-party provider located in a foreign country, typically one with lower labor costs. Offshoring is commonly used by businesses to access specialized skills…
Omnichannel contact Center
An omnichannel cloud contact center is a customer service function that uses cloud-based contact center software to manage customer interactions across multiple channels. These channels include phone, chat, email, text (SMS), and social media.
Omnichannel Customer Experience
Omnichannel customer experience refers to the seamless and integrated experience that customers receive when interacting with a brand across multiple channels and touchpoints. Unlike multichannel customer experience, which focuses on offering various channels for customer interaction, omnichannel customer experience ensures…
