The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
This book is your guide to the technology, techniques and trends in today's call centers.
TABLE OF CONTENTS The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions
Chapter 23: V: V-Commerce VRU Connect Signaling
- V-COMMERCE
- V-commerce was concocted by Nuance, a speech recognition company, and promptly trademarked. Normally trademarking a term is a foolhardy practice if you want it to become a common coinage. Nonethless, v-commerce refers both to a group of associated vendors Nuance has gathered to develop applications for their speech recognition system, and to the idea of speech-enabled-ecommerce.V-commerce is a way of shorthanding the notion of telephone transactions enhanced by a speech recognition front end. It's somewhat evocative. It's our belief that the practice of adding speech rec to call center apps will become so prevalent in the next few years that we won't need a separate term to describe it; it will just be a fact of the way call center call flow will be designed.As an example, note that we don't have (or need) a separate term to describe a call center frontended by an IVR or traditional voice response system.
- VAD Value Added Dealer
- Another term for Value Added Reseller (VAR). Essentially, VARs or VADs are companies who buy equipment from computer or telephone manufacturers, add some of their own software and possibly some peripheral hardware to it, then resell the whole computer or telephone system to end users, typically corporations.
- VANITY NUMBER
- A phone number that spells a word, like the name of the company or product. They are popular with 900 and toll-free services, like 800-MATTRES for Dial-A-Mattress, 900-ROBOCOP to promote a movie, or 800-USA-RAIL for Amtrak fares and schedules. Names or cute phrases...
Copyright Keith Dawson and Madeline Bodin 2002 under license agreement with Books24x7
