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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. Continue Reading

• chatbot

  A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions. Continue Reading

• contact center

  A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. Continue Reading

• actionable insights

  Actionable insights are conclusions drawn from data that can be turned directly into an action or a response. Continue Reading

• What chatbot evaluation metrics do you use to measure performance?

  Chatbots are an important contact center component -- as is measuring their performance. Learn how to measure chatbot performance in your organization. Continue Reading

• Definitions to Get Started

  • virtual agent
  • chatbot
  • contact center
  • actionable insights

  • cost per engagement (CPE)
  • owned media/earned media/paid media
  • BOPUS (buy online, pick up in-store)
  • real-time analytics

  View All Definitions

• cost per engagement (CPE)

  Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.Continue Reading

• owned media/earned media/paid media

  Owned, earned and paid media are three different types of advertising content used by digital marketing teams to create a complete and effective marketing strategy.Continue Reading

• What are the differences between CRM, CDP and DMP platforms?

  Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Find out the difference between three major platforms: CRM, CDP and DMP.Continue Reading

• What is the role of a customer success manager?

  The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention, balancing out automated CRM functions.Continue Reading

• BOPUS (buy online, pick up in-store)

  BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.Continue Reading

• real-time analytics

  Real-time analytics is the use of data and related resources for analysis as soon as it enters the system.Continue Reading

• These are the ABCs of marketing in the digital age

  Audience understanding, behavior analysis, marketing convergence and accessible design are the ABCs of marketing in the digital age, according to Microsoft's Purna Virji.Continue Reading

• The contact center of the future is here

  What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force.Continue Reading

• Best practices for initiating chatbot-to-human handoff

  Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents.Continue Reading

• Evolving contact center services reshape engagement strategies

  As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity.Continue Reading