AI-Enhanced Services

Customer Intelligence

Customer Intelligence (CI) is information pulled from both internal and external sources of customer data.

Customer Assist

Customer Assist is TTEC's customer-facing intelligent virtual assistant (IVA) chat solution that provides 24/7 service, directly handles customer queries, and escalates to an associate as needed.

Customer Analytics

Customer Analytics is the analysis of multiple customer-related data sources to identify customer trends, interaction opportunities, and to serve as a source for modeling.

Conversational AI

Conversational AI is the set of technologies that enable computers to simulate real conversations including chatbots, speech-based assistants, and voice bots.

Contact Center Applications (CXA)

Contact Center Applications (CXA) is another term for Contact Center Software.

Contact Center Analytics

Contact Center Analytics are the analysis of standard contact center metrics to identify trends, impacts, causes and results.

Call Routing

Call Routing is the process of sending voice calls to a specific queue based on predetermined criteria.

Call Center CRM

Call Center Customer Relationship Management (CRM) is a technology solution that gives agents access to account information and history quickly.

Business Process Outsourcing (BPO)

Business Process Outsourcing or BPO is providing non-primary organizational activities and functions to third-party suppliers.

Business Process Automation (BPA)

Business Process Automation (BPA) (or Business Process Management (BPM)) refers to the use of technology to automate business procedures and streamline manual tasks and processes to save time on repetitive tasks to reduce costs caused by human error and i

Back Office Support

Back Office Support is a position related to creating a better customer experience, but isn't necessarily affiliated with customer support.