91 plain-English definitions from the IT Glossary of Terms.
Customer engagement terms cover the tools and measures behind every conversation with customers and between employees: contact center platforms, unified communications, messaging and CPaaS, CRM, AI assistants and virtual agents, and the metrics used to judge service. Many of these products now overlap, and vendors price them by agent, user, minute or message, which makes quotes hard to compare. The words used in demos, such as omnichannel, AI-powered or real-time, can hide real differences in routing, reporting, integrations and compliance. Knowing the terms helps you define requirements, test claims and choose a platform your teams will actually use. Read these before a contact center or communications evaluation, and see our customer engagement solutions for help comparing providers.
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