Customer Experience Definitions

Search Definitions
  • T

    Thunder (Salesforce Thunder)

    Salesforce Thunder is a big data pipeline and rules engine designed to capture, filter and respond to events in real time; the platform was created to operate in streaming scenarios such as machine-to-machine (M2M) and Internet of Things (IoT) environments.

  • transactional marketing

    Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued)

  • V

    viral marketing

    Viral marketing is any marketing technique that induces websites or users to pass on a marketing message to other sites or users, creating a potentially exponential growth in the message's visibility and effect.

  • virtual agent

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.

  • virtual assistant (AI assistant)

    A virtual assistant is an application program that can understand natural human language, speak natural language and complete electronic tasks for the end user.

  • Visualforce

    Visualforce is a component-based user interface (UI) framework that enables the creation of dynamic, reusable user interfaces.

  • voice of the customer (VOC)

    Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences.

  • voice recognition (speaker recognition)

    Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands.

  • W

    Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-service is widely used in customer relationship management (CRM) and employee relationship management (ERM).

  • Workforce management (WFM) software

    Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.

  • workforce optimization (WFO) software

    Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.

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