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