Unser IT-Lexikon für Unternehmer & Interessierte

ACD – Automatic Call DistributionAPIAttended RPAAverage Handling Time (AHT)Blending/Call BlendingBusiness AutomationBusiness IntelligenceBusiness Process ManagementCall BackCall CenterCall DeflectionCall MonitoringCall RecordingCall RoutingCES (Customer Effort Score)Channel ShiftChatbotChatGPTCitizen DeveloperClosed-Domain BotsCloudCloud Contact CenterContact CenterContact Center as a Service CCaaSContact Center KennzahlenConversational AIConversational User InterfaceCTI (Computer Telephony Integration)Customer Experience ManagementCustomer JourneyCustomer Relationship ManagementCustomer Satisfaction Score (CSAT)Customer ServiceDeep LearningDialerDigital Worker/ Digital WorkforceDocument UnderstandingDunkelverarbeitungE-Mail Response Management System (ERMS)End-to-End AutomatisierungEverything as a Service (XaaS)First Contact Resolution Rate (FCR)Generative KIHuman in the LoopHyperautomationInbound TelefonieInput ManagementIntelligent Process AutomationIntelligente Dokumenten AutomatisierungIVR – Interactive Voice ResponseKünstliche IntelligenzLarge Language Model (LLM)Low-CodeMachine Learning / Maschinelles LernenMicrosoft Power BINatural Language ProcessingNo-CodeNPS (Net Promoter Score)Omnichannel ManagementOpen-Domain BotsOptical Character RecognitionOutbound TelefoniePower DialingPredictive DialingPreview DialingPrivate Branch Exchange (PBX)Process MiningQualitätsmanagementQualitätssicherung GlossarRobotic Process AutomationSelf-ServiceSmart IVRSpeech AnalyticsTotal Experience ManagementUnattended RPAUnified DesktopVirtual AssistantVoice AnalyticsVoice over IPVoicebotVoicebot GlossarWebRTCWorkflow ManagementWorkforce Management