Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Business Jargon Dictionary: Top 30 Terms (Part II) - BrainSell Technologies - Blog

Business Jargon Dictionary: Top 30 Terms (Part II)

Last month, BrainSell went on the offensive to fight the good fight against confusing industry jargon by putting together a list of the top thirty business terms we’re regularly asked to define. We started with the first half of the list – now here’s the second half!

1.  CRM [noun, acronym] 

  • Stands for “Customer Relationship Management”

CRM is a type of business software that manages your business’s relationships – with customers, contacts, contractors, and partner – and interactions with customers or potential customers.

The ultimate goal of a CRM platform is to keep you connected with your contacts, streamline your sales processes, track your processes, and improve profitability. Customer relationship management as a business practice is considered a cornerstone of successful businesses, which is why a CRM platform is such an important tool to have in your technology stack.

Further Reading: CRM Software: 5 Main Benefits To Your Business

2.  Perpetual or Subscription License [noun]

A perpetual license is a type of software license that grants the right to access a software platform for life and doesn’t expire.

A subscription license is a type of software license that grants the right to access a software platform for a definite amount of time (usually a monthly or yearly basis). This license requires you to renew your relationship with the vendor to continue using the platform.

The main point in the debate of perpetual vs. subscription licenses among vendors has to do with the comparison between the value of long-term subscription payments and a one-and-done perpetual payment. Among users, the debate has to do with the option of switching to different products, vendors, or versions. There are different benefits to both types of licenses – the decision between the two will depend on personal preferences.

Further Reading: Software Subscriptions vs. Perpetual Licenses: The Pros and Cons

3.  Named or Concurrent License [noun] 

A named license is type of software user license that is assigned to one username. Only this user can access the instance of the software platform designated to this license.

  • Also known as a user, per user, seat, per seat, single, single-user, or individual user license

A concurrent license is a type of software user license that is assigned to several usernames. All assigned users can access the instance of the software platform designated to this license. However, only one user can be logged into the platform at a time. Once that user logs out, another user can log in.

  • Also known as a multi-user, floating, or network license

Both named and concurrent licenses can either be perpetual or subscription licenses. It’s important to remember that named and concurrent refer to how a license works, whereas perpetual and subscription refer to how a license is purchased and who owns the license.

Further Reading: What is the Difference Between Named and Concurrent User Licenses?

4.  Workflow [noun]

A workflow is a function within a piece of software that streamlines and automates a business process, such as a sale, a payment order, a contract negation, or a marketing schedule. You can use a workflow to track and expedite business processes by automating tasks, assigning action items to team members, automatically maintaining records, and enforcing deadlines. Think of it as live playbook.

Example of a lead qualification process workflow in SugarCRM

All levels of business processes can be improved with a workflow. You can build a workflow for a sales cycle. You can build a workflow for a step in that sales cycle. You can even have a workflow for the day-to-day actions in that step of that sales cycle. Workflows can take on many forms. Sometimes they’re not something you can see or read – they’re just a chain of automated actions that your software executes for you. But more often than not, workflows are interactive diagram or flowchart modules within your software that act as a visual checklist or tracker.

It’s worth noting that not all workflows are automated, nor are they all captured in a piece software. They can be a sloppy illustration on a whiteboard in a conference room – but that doesn’t sound too helpful.

Further Reading: 6 Reasons Why Workflow is Important for Your Business

5.  Bottleneck [noun] 

A bottleneck is a phase of a business process when all resources – team members, departments, facilities, materials, technologies, etc. – are already working at full capacity and additional demand is placed on them.

This demand could be anything from loss of specific resources, to changes in workflow, to an expediated deadline, to requests from clients or contractors. A bottleneck can discourage team members and kill morale, diminish the quality of work, threaten the likelihood of closing a deal, or even slow down progress to a halt.

Not all processes have predetermined or predictable bottlenecks. Sometimes bottlenecks develop in processes that are otherwise unaffected by them due to unforeseen circumstances.

Further Reading: Process Bottleneck Analysis: Answer these 4 questions.

6.  Digital Transformation [noun] 

Digital transformation is a foundational change in how a business delivers valuable products or services to customers.

Digital transformation is not the result a new technology, employee, or process – it’s the result of a radical and all-encompassing reinvention or readjustment of your business, your processes, your motivations, and your core values. This is not a light undertaking, as it requires cross-departmental collaboration, alignment of business philosophies, and rapid and effective application developmental models.

Further Reading: The What, Why & How of Digital Transformation

7.  Growth-Hacking [verb]  

Growth-hacking is a business strategy used by marketing, business development, sales, and customer success teams to identify areas of their business that need to grow. Traditionally, growth-hacking refers to expanding target customer demographics and growing customer bases with new clients, but it can apply to any aspect of a business that may need a green thumb.

Further Reading: Common Growth Hacking Myths (and How Growth Actually Works)

8.  KPI [noun, acronym] 

  • Stands for “Key Performance Indicator”

A KPI is a quantified principle or standard that businesses use to judge, track, and assess business processes and gauge performance.

You can use KPIs as criteria for determining the success or failure of certain processes. For example, marketing departments use KPIs to determine how well their inbound and outbound strategies work to pique the interest of prospects. Some of those KPIs might include lead scores, SEO traffic reports, incremental sales percentages, or customer acquisition costs. Sales, business development, administration, and customer success departments can also use KPIs to gathering information about the effectiveness of their processes.

Further Reading: 18 Key Performance Indicator Examples & Definitions

9.  Metric [noun] 

A metric is a measurement used to record information about a task, activity, or other aspect of a business process.

A metric is often confused with a KPI, but they’re not the same thing. Metrics are small pieces of information about parts of business process, but they can’t tell you much about the process itself unless you apply it elsewhere – like to a KPI calculation. KPIs are often based on several metrics. For example, a metric can be something as simple as the number of times an ebook was downloaded. But that doesn’t tell you much about how the ebook affects lead generation. You can plug this metric into a KPI calculation to determine how many of the people who downloaded this ebook fit your ideal client profile – thus becoming marketing-qualified leads.

Further Reading: The Real Difference Between Metrics and KPIs

10.  Scorecard [noun] 

A scorecard is a set of measurements that leadership teams track and review on a regular basis to predict future performance of employees and processes.

A good scorecard relies on leading indicators, which are metrics and KPIs that can be influenced to change a predicted trend in future performance. For example, leading indicators of consumer interest might include website traffic and new lead generation. On the other hand, lagging indicators of consumer interest are sales or revenue – metrics and KPIs that can’t be influenced. A scorecard that relies on lagging indicators doesn’t yield proactive insights that can help you predict future performance.

Further Reading: Developing a Scorecard for Your Business

11.  Reporting [noun] 

Example of a reporting tool in IT Sapiens 

Reporting is a data visualization function that allows you to extract and compile data from existing sources in charts, tables, interactives, and other images. Reporting tools make it easy for user to find and present useful information.

A good reporting tool is designed to be extremely user-friendly and intuitive. Customization and personalization are key to successful reporting, as this will allow users to create visualization that are most appropriate for their intended audiences. Some reporting tools are standalone applications that need to be integrated with platforms that hold data, but many reporting tools are built into business intelligence, CRM, ERP or marketing automation platforms where your data lives.

It’s important to understand that reporting is not analytics. Reporting is the translation of raw data into a visual reference, it is not the calculation of insights or meaning of that data. You may find a tool that offers both reporting and analytics, but these are two different functions.

Further Reading: What is the difference between traditional reporting and data visualization?

12.  Omnichannel [adjective] 

An omnichannel strategy is a marketing, sales, and/or service approach used to create an integrated and cohesive customer experience on any – or all – channels of customer interaction. Channels may include social media, call centers, mobile apps, customer support portals, and even brick-and-mortar storefronts.

This means that all platforms are integrated and all data from multiple disparate sources is in one place. At any given moment, you can pull up all a customer’s information – which may have been scattered in different channels – and give them a seamless experience.

Further Reading: 7 Examples of Brands with Excellent Omni-Channel Experiences

13.  CMS [noun] 

  • Stands for “Content Management System”

CMS is a type of business software that manages the creation and modification of digital content. CMS platforms typically include web-based publishing, SEO-friendly URL creation, asset libraries, format management, history editing and version control, and indexing tools.

There’s a little confusion about the function of a CSM platform. They can be extremely different in design and range of functionality, depending on the role of the intended user. For example, in the marketing field, CMS platforms are website-publishing applications such as WordPress. But in the administration field, CMS platforms are rolodexes for digital content such as Microsoft SharePoint. These platforms have different features and applications, but still serve the same ultimate goal: managing content.

Further Reading: Do You Really Need a CMS?

14.  Marketing Automation [noun] 

Marketing automation is a type of business software that automates marketing processes and activities. Marketing automation can help streamline repetitive tasks involved in email campaigns, social media presence, and content distribution.

Marketing automation is designed to simplify some of the most time-consuming and complex responsibilities of the modern marketing teams, from lead qualification, to planning digital advertising campaigns, to website maintenance. Some conflate marketing automation with email marketing or CMS platforms – but marketing automation includes email marketing and CMS, along with a plethora of other invaluable functions.

Further Reading: What is the Difference Between Email Marketing and Marketing Automation?

15.  Lead [noun] 

In the simplest terms, a lead is someone who has expressed a higher-than-average interest in your business.

After a lead is identified, your marketing, business development, and sales team will work together to covert that lead into a customer by moving them along in their buyer’s journey. This is where the definition of a lead becomes extremely complicated and subjective, depending on your business processes. Generally, a lead becomes a marketing-qualified lead, then a sales-qualified lead, and then an opportunity before making a purchase and becoming a customer. This conversion is referred to as the lifecycle stages of leads and contacts.

Further Reading: Using lifecycle stages in HubSpot


Publish Date: December 11, 2018

2023 Buyers Guide Customer Experience (CX)

Page: 123

Improves customer experience by helping find the agent the right information within a click.

Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)


Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.


AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.

ARC Quality Solutions

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)


BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.

Britannic Technologies

INBOX: A place for every digital interaction!

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.

Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.


Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.

ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)


Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.

Connex One

The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.

Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)


ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

Creative Virtual

Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

CTMA New Zealand Ltd

Customer experience assessments and reviews • Customer experience baseline studies • Leadership training, coaching and events
Establishing a customer experience baseline:
Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.
CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for change.

Leadership training, coaching and events:
The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do...
(read more)


Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)


CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.
Page: 123

View more from BrainSell Technologies

Recent Blog Posts:
Finding Hope in the V-Curve – How Understanding the Coronavirus’ Economic Impact Can Prepare Your Business for Future GrowthMarch 20, 2020
The Benefits of Migrating to Sugar Sell and ServeMarch 3, 2020
Salesforce vs. Sugar Sell: Is It Truly a David and Goliath Fight?February 25, 2020
Four keys to boosting customer lifetime valueFebruary 7, 2020
Which is a Better CRM: Salesforce vs. Sugar SellJanuary 29, 2020
Free CRM and Marketing Tools: Are They Really ‘Free?’January 27, 2020
Drift vs. Zendesk Answer Bot: Which One Does My Site Need?January 23, 2020
Leveraging Your CRM for Sales EnablementJanuary 8, 2020
[On-Demand Webinar] CRM Solution BlueprintDecember 11, 2019
[On-Demand Webinar] CRM Comparison: Salesforce vs. HubSpotOctober 8, 2019

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =