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NLP

Natural language processing (NLP) is the ability of a computer program to understand human language as it is spoken. See More

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stemming

Stemming is the process of reducing a word to its word stem that affixes to suffixes and prefixes or to the roots of words known as a lemma. Stemming is important in natural language understanding (NLU) and natural language processing (NLP).

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Essential Knowledge

Have customer-centric processes arrived in the contact center?

It's been a long journey, but are companies finally ready to incorporate customer-centric processes into their contact center operations?

Beyond Verbal takes on emotions analytics in call centers and beyond

An emotions analytics vendor says it can diagnose human emotions and identify a speaker's complex emotional state in settings like call centers.

The mixed blessings of contact center automation

In contact centers, using automated voice technology to route customers can add efficiency, but human customer service is still key.

Not all automated CRM is created equal

Confusion abounds about the difference between flavors of automated CRM: self-service, IVRs and virtual representative. Let's get this straight.

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SearchCompliance

  • risk map (risk heat map)

    A risk map, also known as a risk heat map, is a data visualization tool for communicating specific risks an organization faces.

  • internal audit (IA)

    An internal audit (IA) is an organizational initiative to monitor and analyze its own business operations in order to determine ...

  • pure risk (absolute risk)

    Pure risk, also called absolute risk, is a category of threat that is beyond human control and has only one possible outcome if ...

SearchSecurity

  • FIDO (Fast Identity Online)

    FIDO (Fast ID Online) is a set of technology-agnostic security specifications for strong authentication. FIDO is developed by the...

  • cryptanalysis

    Cryptanalysis is the study of ciphertext, ciphers and cryptosystems with the aim of understanding how they work and finding and ...

  • Trojan horse (computing)

    In computing, a Trojan horse is a program that appears harmless, but is, in fact, malicious.

SearchHealthIT

SearchDisasterRecovery

  • business continuity and disaster recovery (BCDR)

    Business continuity and disaster recovery (BCDR) are closely related practices that describe an organization's preparation for ...

  • business continuity plan (BCP)

    A business continuity plan (BCP) is a document that consists of the critical information an organization needs to continue ...

  • call tree

    A call tree -- sometimes referred to as a phone tree -- is a telecommunications chain for notifying specific individuals of an ...

SearchStorage

  • cloud storage provider

    A cloud storage provider, also known as a managed service provider (MSP), is a company that offers organizations and individuals ...

  • personal cloud storage (PCS)

    Personal cloud storage (PCS) enables users to store data, photos, music, videos and other files on a local network-attached ...

  • cloud SLA (cloud service-level agreement)

    A cloud SLA (cloud service-level agreement) is an agreement between a cloud service provider and a customer that ensures a ...

SearchSolidStateStorage

  • hybrid hard disk drive (HDD)

    A hybrid hard disk drive is an electromechanical spinning hard disk that contains some amount of NAND Flash memory.

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