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A -- ACD (Automatic Call Distribution) System of automatic call distribution, according to predetermined rules. (managing expectations, returns, etc. ..). Intelligent Agents The intelligent agents are programs, with a capacity to move on networks to analyze and extract information. B -- Database / database Structured set of files containing a consistent set of data. The introduction of relational databases such as Microsoft's SQL Server and Oracle 10g makes it possible to deploy CRM systems integrated with other applications (ERP, business management, etc.).. C -- Call Center Call center. Call back The client told a tele-counselor through a link on the site. Call Through The customer dialogue directly with tele-adviser using VOIP technology on the site. Cat Dialogue written and live with a tele-counselor. CMS Customer Management Solutions Set of software solutions to better analyze the profile and needs of customers of a company. Customer Relationship Management (CRM) All processes to manage the activities before and after sales customer. CTI (Computer Telephony Integration) Computer telephony. telephone calls, faxes, e-mails or via Internet applications are automatically directed to the interlocutor. D -- Datamart The Datamart is a derivative of datawarehouse oriented business. Data mining The data mining is to extract and analyze data. (Analysis of buying habits to offer new products) Data Warehouse The warehouse of historical data with which applications will serve to support the decision. E -- ERP (Enterprise Resource Planning) The ERP includes all applications, accounting, human resources management, through project management and logistics. The services of the company have access to real-time data F -- Front Office The front office is part of the information system on which the customer is involved. In contrast to the back office. G -- Geomarketing Organization for which to identify and locate geographically customers of a product or service. P -- PABX (Private Automatic Branch Exchange) Auto-telephone, better known as the telephone switchboard. This is usually a central box providing the link between the telephone network operator and internal communications of the company. S -- SCM - Supply Chain Management These executives applied to the supply, distribution and storage business. SFA - Sales Force Automation English term for automating sales force. This is the best sales forces in using appropriate software. W -- Web call center Allowing system via the Internet, creating a relationship with the Internet to help complete a purchase. |
| Vocabulary-CRM |
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