Recruitment Glossary

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CCaaS Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilize a contact center provider’s software. A CCaaS model allows businesses to purchase only the technology they need, which reduces the need for internal IT support. CCaaS is an ideal option for many contact centers, offering scalability as operational needs change. By providing the flexibility to pay for only the technology needed, investment is low and costs are significantly reduced while capabilities to better serve customers are expanded.
Collaborative technology Collaborative technology refers to tools and systems designed to better facilitate group work, both in-office and remote
Contact Centre A contact centre handles all forms of communication, not only voice calls but email, letters, social media, and instant messaging. This is where it differs from a call centre which traditionally handles calls only. The contact centre originated as a call centre, and used letters and calls. This then evolved to include fax, and then email. The modern contact centre does not usually use fax anymore, but includes social media, such as Twitter and Linked In, and live chat.
CXThere are many different definitions for CX, but at its core, it all comes down to how a person feels about the experience of interacting with your brand. Great CX is about providing a valuable, easy-to-use, and enjoyable experience to every customer, on every device, across every touchpoint—in a way that fulfills on the expectations that you set and the promises you made.
Cyber Security Computer security, cybersecurity or information technology security is the protection of computer systems and networks from the theft of or damage to their hardware, software, or electronic data, as well as from the disruption or misdirection of the services they provide
E-Commerce Ecommerce, also known as electronic commerce or internet commerce, refers to the buying and selling of goods or services using the internet, and the transfer of money and data to execute these transactions
FinTech The term Fintech (Financial Technology) refers to software and other modern technologies used by businesses that provide automated and improved financial services. The fast and innovative progresses such as Mobile Payments changed the way we manage our finances.
Omni Channel The literal translation of omni is all. An omnichannel contact center isn’t necessarily operating on every possible channel of communication (and in today’s technology landscape, these are constantly changing anyway), but all of the channels it does operate on are connected to provide continuity and personalized customer service. In an omnichannel contact center, agents see the entire customer journey through real-time dashboards.
SaaS A method of software delivery and licensing in which software is accessed online via a subscription, rather than bought and installed on individual computers
UCaaSUCaaS stands for Unified-Communications-as-a-Service, also known as Unified Cloud Communications. It’s an approach to unifying business communication tools into a single, streamlined platform, bringing together services such as VoIP, video conferencing, collaboration tools, file sharing, instant messaging, and more.
Unified Communications Unified communications (UC) products — equipment, software and services — provide and combine multiple enterprise communications channels, such as voice, video, personal and team messaging, voicemail, and content sharing. This can include control, management and integration of these channels. UC products and services can also be integrated with networks and systems, IT business applications and, in some cases, consumer applications and devices.
VoIP VoIP is an acronym for Voice over Internet Protocol, which also may be referred to as “IP Telephony,” “IP Phones” or “Internet Phone
WFM Workforce management (WFM) is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labour requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis