Chapter 9
DSL: digital subscriber line, technology that greatly increases the transmission capacity of ordinary telephone lines; one type of broadband transmisssion.
modem: device that allows a computer to tranmit data over a standard telephone line.
push: technology that allows preselected data to be distributed to the user’s computer at preselected time intervals.
call center: department within an organization that handles telephone sales and/or service
IVR: interactive voice response; automated telephone systems in which customers key in or speak data and responses and the system records with a combination of recorded voice messages and real time information from databases
call routing: automated telephone systems that route calls to appropriate service agents based on data such as caller’s telephone number or data provided by an IVR system
embedded service module: a device, usually a chip, that is part of a product and that is used to provide remote monitoring and diagnostics of the product’s performance.
streaming media: technology that permits a web site to deliver continuous audio or video or both to a user’s computer
agent: a piece of software that triggers an activity when a specified event occurs. agents or bots perform a variety of repetitive tasks on the internet, ranging from searching for content for the search engines and directories to searching for product offerings by e-merchants to provide comparison prices for users.
expert system: a branch of artificial intelligence that uses rules and knowledge obtained from human experts and incorporated into a knowledge base to solve problems.