Monday, May 08, 2006

Demystifying Call Center Buzz

I found a great article which spells out the meanings behind all of the acronyms you see floating around. While some are obvious, I am sure there are some that even the most knowledgeable reader will say, "oh, that's what that means...".

Here is an excerpt:

CODEC
COmpressor-DECompressor, COder-DECoder, or 'Compression/DECompression: A device or program capable of performing Encoding and Decoding on a data stream or signal. CODECs can also be used to compress and decompress data to allow for smaller data file transmission.

CRM
Customer Relationship Management: The group of systems and practices (methodologies, strategies, software and web-based capabilities) that encompass a business's management of its customers.

CTI
Computer Telephony Integration: Technology that allows interactions on a telephone and a computer to be integrated or coordinated. CTI encompasses all contact channels (voice, email, video, fax etc.)

IVR
Interactive Voice Response: A computerized system that allows a person to select an option from a voice menu or otherwise interface with a computer system by speaking.

SIP
Session Initiation Protocol: A protocol and standard for initiating, modifying, and terminating a multimedia (voice, video, etc) interactive session. SIP was accepted in 2000 as the 3GPP signaling element and a permanent element of IMS architecture.

XML
eXtensible Markup Language: A W3C-recommended general-purpose markup language for creating special-purpose markup languages, capable of describing different types of data. In other words, XML is a method of describing data that is primarily used to facilitate data sharing across different systems. Programs can modify and validate documents based in XML without prior knowledge of their form.

The rest can be found in this referenced article from VoIP News

Popular Posts