Lucrand la granita dintre Internet si telefonie m-am lovit pe parcursul anilor de cateva denumiri criptice, foarte asemanatoare. Fiecare specialitate are propria ei limba de lemn … iata deci o scurta lista de acronime explicate: CRM, CMS, CRE, OSC, IVR, Call Center

CRM – (Customer Relationship Management)

este un termen larg utilizat care acopera conceptele legate de gestionarea relatiei cu clientii in cadrul unei compani. Include capturarea, stocarea si analiza informatiilor legate de client.

Aplicatii de tip CRM:
- Operational CRM: utilizate ca front-office in vanzari, marketing si servicii. Multe call centers utilizeaza aplicatii de tip CRM pentru a pune la dispozitie agentilor din call center interfata de operare.
- Collaborative CRM: acopera comunicarea directa cu clientul prin internet, email, automated phone (Automated Voice Response AVR)
- Analytical CRM: analizeaza datele legate de clienti pentru o varietate de obiective printre care se numara: analiza pietei, analiza gradului de satisfactie … etc.

CRM is an industry term for software solutions that help enterprise businesses manage customer relationships in an organized way. An example of a CRM would be a database containing detailed customer information that management and salespeople can reference in order to match customer needs with products, inform customers of service requirements, etc.

Call center

Call center este un office utilizat pentru a receptiona sau transmite in mod centralizat o mare cantitate de apeluri telefonice.

Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.

These include:
- ACW (After call work)
- ACD (automatic call distribution)
- Agent performance analytics
- Automated surveys
- BTTC (best time to call)/ Outbound call optimization
- IVR (interactive voice response)
- CTI (computer telephony integration)
- Enterprise Campaign Management
- Outbound predictive dialer
- CRM (customer relationship management)
- CIM (customer interaction management) solutions (Also known as ‘Unified’ solutions)
- Email Management
- Chat and Web Collaboration
- Desktop Scripting Solutions
- Outsourcing
- Third party verification
- TTS (text to speech)
- WFM (workforce management)
- Virtual queuing
- Voice analysis
- Voice recognition
- Voicemail
- VoIP
- Speech Analytics
- Knowledge Management System
- Electronic performance support systems

IVR - Interactive voice response

is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes.

CRE - CRE Loaded Open Source Ecommerce Software
OSC – osCommerce is an Open Source based online shop e-commerce solution
CMS – Content Management System

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