Intelligent Automation

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.

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.

Chatbot

A chatbot is automated software that simulates a chat conversation with a user in natural language through messaging applications, websites, mobile apps, or through the telephone.

Call Routing

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

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.

Automation

Automation is the technology by which a process or procedure is performed with minimal to no human assistance.

Automatic Call Distribution (ACD)

Automatic Call Distribution, also referred to as an automatic call distributor, is telephony technology that is used in contact centers to automatically distribute calls to associates as they become available. It's the functional backbone of any voice con