The following are common acronyms and definitions:
4Ms – money, material, machine, & manpower
4Ps – product, price, place, & promotion
7Ps - product, price, place, promotion, people, process, & physical evidence
AIDA – attention, interest, desire, action
ACS - automatic call sequencer
ACW - after call work - also known as wrap-up
AD – active directory
AHT - average handle time or average holding time
ANI - automatic number identification
APA - agent performance analytics
ARU - audio response unit
AS - automated surveys
ASA - average speed of answer
ATA - average time to abandonment
ATB - all trunks busy
ASP – application service provider or active server page
ATP - available-to-promise
ACD - automatic call distribution
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B
B2B – business-to-business
B2C – business-to-consumer
BOGO – buy one, get one free
BI – business intelligence
BPI - business process improvement
BRI - basic rate interface
BTTC - best time to call
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C
CCR - customer controlled routing
CCS - centum call seconds
CED - caller entered digits
CIM - customer interaction management solutions
CLI - calling line identity
CLM – customer lifecycle management
CLV – customer lifetime value
CO - central office
CPE - customer premises equipment
CTP - capable-to-promise
CMM - Capability Maturity Model, a registered trade mark of Carnegie Mellon University
CNAME – canonical name
CPFR - collaborative planning, forecasting, & replenishment
CRM - customer relationship management
CSR – customer service representative
CSS – cascading style sheets
CTI - computer telephony integration
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D
Demand Chain - the functions inside and outside a company that enable the value chain to optimize the customer relationship and customer experience.
DC – domain controller
DN - dialed number
DNIS - dialed number identification service
DNS –domain name system
DP - demand planning
DSS - desktop scripting solutions
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E
EAI - enterprise application interface
EBITA – earnings before interest, taxes, depreciation, & amortization
ECM - enterprise campaign management or enterprise content management
EPO - enterprise profit optimization
EPOS – electronic point of sale
EPSS - electronic performance support systems
ERP - enterprise resource planning
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F
FAB – features, advantages, benefits
FPS – fax preference service
FX - foreign exchange line
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G
GOS - grade of service
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H
HTML – hypertext markup language
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I
IM – instant messaging
IS - information systems
ISDN - integrated services digital network
IT - information technology
ITS - issue tracking system
IVR – interactive voice response
IXC - Inter Exchange Carrier
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K
KMS - knowledge management system
KPI – key performance indicator
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L
LAN - local area network
LEC - local exchange carrier
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M
MAC – media access control or moves, adds and changes
MAN - metropolitan area network
MOSS – Microsoft Office SharePoint Server
MPS – mailing preference service
MMS – multimedia message service
MX record – mail exchanger record
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N
NAICS – North American industry classification system, adopted to replace the SIC system
NCC - network control center
NPA - numbering plan area
NPD – new product development
NPV - net present value
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O
OBC - outbound call optimization
OCR - optical character recognition
OMS - order management system
OPD - outbound predictive dialer
OTS – off-the-shelf
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P
PABX - private automatic branch exchange
PBX - private branch exchange
PIMS – profit impact of marketing strategies
PFI – pay for inclusion
PO - pricing optimization or profit optimization
POP – point of purchase, post office protocol
POS – point of sale
PMI - Project Management Institute
PMP - project management professional
POTS – plain old telephone service
PPC – pay per click
PR – public relations
PRI - primary rate interface
PSN - public switched network
PSTN - public switched telephone network
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R
RAN - recorded Announcement Route
RFI - request for Information
RFP - request for proposal
RFQ - request for quote
ROI - return on investment
RSF - rostered staff factor
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S
SA - speech analytics, software assurance
Sales process – series of related activities and deliverables used to win a prospect’s business, usually associated with opportunity management
SIC – standard industrial classification
SBS – Windows Small Business Server
SDK – software developer kit
SEO – search engine optimization
SEP – search engine positioning
SFP - sales force productivity
SKU – stock keeping unit
SLA – service level agreement
SMM - sales maturity model
SMS – short message service
SMTP – simple mail transfer protocol
SPIN selling – situation, problem, implication, need-payoff selling
SPF – sender policy framework
SQL - structured query language
SRM – supplier relationship management
S&OP - sales & operations planning
SWOT – strengths, weakness, opportunities, threats
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T
TAPI - telephony applications programming interface
TCP/IP - transmission control protocol/Internet protocol
TPS – telephone preference service
TPV - third party verification
TSAPI - telephony services application programming interface
TSF - telephone service factor
TSR - telephone sales/service representative
TT - transaction time
TTS – text-to-speech (view our article on text to speech)
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U
UCD - uniform call distributor
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V
VA - voice analysis
Value chain - 1) The functions within a company that add value to the goods or services that the organization sells to customers and for which it receives payment. 2) Value chain = supply chain + demand chain
VOIP – voice over Internet protocol
VQ - virtual queuing
VR - voice recognition
VRU - voice response unit
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W
WAN – wide area network
WAP – wireless application protocol
WATS - wide area telecommunications service
WFM - workforce management
WSS – Windows SharePoint Services
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