THE WHATIS.COM WEEKLY WORDSET November 24, 2003
All About Contact Centers ______________ THIS WEEK'S SPONSOR: SearchCRM.com CRM is a business process enabled by technology -- it requires a special combination of customer-centric strategy and technical know-how. With its combination of original daily news, recognized experts, hand-picked Web links, discussion forums, Webcasts and customized research, SearchCRM.com offers CRM decision makers a rich collection of insight on this fast-changing industry. The site also offers tips on vendors, product selection, deployment and management of CRM initiatives. http://searchcrm.techtarget.com/?track=NL-35 ______________ THIS WEEK'S WORDSET: All About Contact Centers LEARN BY DEFINITION: These are shortened versions of definitions at whatis.com. To read the complete definitions with hyperlinks, to view more definitions related to contact centers, or to print out our contact center Words-to-Go glossary, go to: http://searchcrm.techtarget.com/sDefinition/0,,sid11_gci938044,00.html?track=NL-35 contact center - a central point in an enterprise from which all customer contacts are managed. It typically includes one or more online call centers, but may also include other types of customer contact as well -- including e-mail newsletters, postal mail catalogs, Web site inquiries and chats. http://searchcrm.techtarget.com/gDefinition/0,294236,sid11_gci761472,00.html?track=NL-35 collaborative browsing - a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. http://searchcrm.techtarget.com/gDefinition/0,294236,sid11_gci761648,00.html?track=NL-35 intelligent virtual agent - a chatterbot program that serves as an online customer service representative for an organization. http://searchcrm.techtarget.com/gDefinition/0,294236,sid11_gci900060,00.html?track=NL-35 chatterbot - a program that attempts to simulate the conversation or "chatter" of a human being. http://searchcrm.techtarget.com/gDefinition/0,294236,sid11_gci211775,00.html?track=NL-35 Interactive Voice Response (IVR) - a software application that accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. http://searchcrm.techtarget.com/gDefinition/0,294236,sid11_gci213678,00.html?track=NL-35 unified messaging (sometimes referred to as the unified messaging system or UMS) - the handling of voice, fax, and regular text messages as objects in a single mailbox that a user can access either with a regular e-mail client or by telephone. http://searchcrm.techtarget.com/gDefinition/0,294236,sid11_gci214460,00.html?track=NL-35 _____________________ TECHTARGET FEATURE: WEBCAST: What do you want from a CRM system? Defining requirements for a CRM project. SPEAKER: Francoise Tourniaire, Owner of FT Works and author of "Just Enough CRM." Properly defining your CRM requirements can save you from making bad technology investment decisions. Join thought leader Francoise Tourniaire, as she describes to CRM decision-makers the best approach for defining requirements for a CRM project. http://searchcrm.techtarget.com/cgi-bin/rd.pl/ftID-928517-ctID-922308?track=NL-35&//webcastsItem/0,290731,sid11_gci922308,00.html _________________________ TELL A FRIEND Consider forwarding this e-mail to a friend. It's easy to start receiving the whatis.com Word-of-the-Day, Learn IT guides, quizzes and other site updates by e-mail. http://whatis.techtarget.com/registerProfile/1,291003,sid9,00.html?track=NL-35 ____________________________________________________________________ ::::::::::::::::::: WHATIS.COM CONTACTS ::::::::::::::::::: MARGARET ROUSE, Site Editor ([EMAIL PROTECTED]) IVY WIGMORE, Consulting Editor ([EMAIL PROTECTED]) LOWELL THING, Consulting Editor and Founder ([EMAIL PROTECTED]) GABRIELLE DERUSSY, Advertising ([EMAIL PROTECTED]) ::::::::::::::::::::: ABOUT THIS NEWSLETTER :::::::::::::::::::::: This newsletter is published by TechTarget, the most targeted IT media. http://www.techtarget.com?track=NL-35 Copyright 2003 TechTarget. All rights reserved. ____________________________________________________________________ To unsubscribe from "Weekly WordSet": Reply to this e-mail with REMOVE in the Subject line - OR - Go to unsubscribe: http://WhatIs.com/u?cid=472660&track=NL-35 Please note, unsubscribe requests may take up to 24 hours to process; you may receive additional mailings during that time. A confirmation e-mail will be sent when your request has been successfully processed.
