- Industry: Consulting
- Number of terms: 1807
- Number of blossaries: 2
- Company Profile:
Gartner delivers technology research to global technology business leaders to make informed decisions on key initiatives.
A Unix process initiated during system boot and activated automatically to perform a particular task.
Industry:Technology
An error detection technique using a polynomial to generate a series of two 8-bit block check characters that represent the entire block of data. These block check characters are incorporated into the transmission frame and then checked at the receiving end.
Industry:Technology
The time it takes to complete a process or service operation, including all value-adding and non-value-adding time.
Industry:Technology
An electronic version of a physical library that is implemented on behalf of workers for information self-service.
Industry:Technology
Also known as a “computer incident response team,” this group is responsible for responding to security breaches, viruses and other potentially catastrophic incidents in enterprises that face significant security risks. In addition to technical specialists capable of dealing with specific threats, it should include experts who can guide enterprise executives on appropriate communication in the wake of such incidents. The CIRT normally operates in conjunction with other enterprise groups, such as site security, public-relations and disaster recovery teams. (See cyber incident and CIRP.)
Industry:Technology
Also known as a “computer incident response plan,” this is formulated by an enterprise to respond to potentially catastrophic, computer-related incidents, such as viruses or hacker attacks. The CIRP should include steps to determine whether the incident originated from a malicious source — and, if so, to contain the threat and isolate the enterprise from the attacker. (See cyber incident and CIRT.)
Industry:Technology
Tools to allow assignment of levels of network management functions and capabilities to selected nodes throughout the network. With this, the degree of centralization vs. decentralization of network management can be varied depending on the environment.
Industry:Technology
Once known as the “complaint department,” customer service and support or CSS is responsible for retaining and extending customer relationships once a product or service is sold. Due to the increasing complexity of customer interactions, customer service organizations need a complex technological infrastructure that is flexible, extensible and scalable and that integrates front-office applications with back-end processes and data. The components of CSS include:
• Call management — The core functionality of CSS applications. This component is used to log all incoming telephone calls and transactions and to manage the transaction from initiation through closure.
• Internet-based customer service suites — Also known as e-service suites, these applications and tools empower customers, partners and prospects for self-service and interactions with the enterprise via the Web, an intranet or an extranet.
• Field service and dispatch (FS/D) systems — FS/D has become an essential element of complete CSS suites and is an important element of customer relationship management (CRM). FS/D software is evolving from solely back-office functionality to an enterprise system that tightly couples the back office with the front-office servicing systems.
• Contact centers — Traditional call centers handle voice-only customer contact, whereas contact centers include all types of channels of customer contact, including voice (e.g., telephone, IVR, speech recognition and voice verification), the Web, fax, video kiosks and e-mail. This is an inbound and outbound service-based environment in which agents handle all types of contacts regarding sales, customer service, marketing, telemarketing, collections and other functions.
“Trouble Ticketing” Most Requested Feature in Customer Service Software, According to Recent Report.
Industry:Technology
Customer self-service and support is a blend of customer-initiated interaction technologies that are designed to enable customers to service themselves. It includes electronic records management systems, chat and knowledge bases.
Industry:Technology
Customer relationship management (CRM) analytics collect, organize and synthesize consumer data captured across the organization to help healthcare payers solve customer-facing business problems through reporting tools, dashboards, portals and other methods. It encompasses three critical business processes — marketing, sales and customer service — and pulls data from many sources to make it available to multiple users across a payer organization.
Industry:Technology
