CX Glossary

Know the terms that define our industry

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AI Categories (as part of Crescendo CX Insights)
AI Deployment Engineer (AIDE)
AI Voice of the Customer Analysis (as part of the Crescendo platform)
Abandoned Call Rate
Agent
Agent Collision Detection
Agent Satisfaction score (ASAT)
Agent assist (Co-pilot)
Agentic AI
Annual Recurring Revenue (ARR)
Application Programming Interface (API)
Artificial Intelligence (AI)
Artificial Intelligence (AI)
Augmented AI
Augmented Quality Management (AQM)
Automatic Speech Recognition (ASR)
Average Handle Time (AHT)
Average Hold Time
Average Resolution Time
Average Response Time
Back Office Support
Baseline
Benchmarking
Business Hours
Business Insights (as part of Crescendo CX Insights)
Business Process Outsourcing (BPO)
Business-to-Consumer (B2C)
Business-to-business (B2B)
CX Support Associate
Call Center
Canned Response
Capacity
Categories (as part of Crescendo CX Assistant)
Chat Support
Chatbot
Churn
Compliance (as part of Crescendo CX Insights)
Computer (or Artificial) Neural Network
Contact Rate
Containment
Content Moderation
Conversational AI
Cost Per Resolution
Cost Per Ticket
Crescendo CX Assistant
Crescendo CX Email Assistant
Crescendo CX Insights
Crescendo CX Messaging Assistant
Crescendo CX Voice Assistant
Crescendo Technology Platform
Culture
Customer Care
Customer Effort Score (CES)
Customer Experience (CX)
Customer Experience (CX)
Customer Experience Transformation
Customer Health Index (CHI)
Customer Lifecycle Management (CLM)
Customer Relationship Management (CRM)
Customer Satisfaction Score (CSAT)
Customer Segment
Customer Service
Customer Support
Data Assistant (part of Crescendo CX Assistant)
Deep Learning
Deflection rate
Direct to Consumer (D2C or DTC)
Documentation
X-Z
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