Category: Glossary

A visual overview of every interaction a customer has with a company.

A suite of digital tools used to manage communication, workflows, and customer interactions.

A diagram showing how insurance customers interact with a provider, from research to claims and renewals.

Following up with customers who give very positive or negative feedback to close the feedback loop and take appropriate actions.

A system of acting on customer insights gathered from surveys, interactions, or online feedback.

A virtual call center service that allows businesses to manage support and sales calls via cloud platforms.

A modern contact center that operates entirely through cloud-based infrastructure and supports multiple communication channels.

Software-as-a-service platforms hosted in the cloud that support customer interactions across phone, chat, email, and social media.

A tool that lets agents and customers view and navigate the same web page simultaneously for real-time support.

A department (physical or virtual) where customer interactions are managed across multiple channels like voice, email, chat, and social platforms.