Call recording is the process of capturing the audio and sometimes images (agent screens) of a customer service call. It can also refer to the actual file that contains the record.
Customer experience is the perception a customer has of a brand based on a collection of interactions including marketing campaigns, product use, social media presence, customer service contacts, and more.
Customer Experience Management (CEM), sometimes referred to as Voice of the Customer (VOC), is the practice of designing, managing, and improving the customer experience at every key point along the customer journey.
Customer journey-based design refers to Voice of the Customer (VOC) solutions that are aligned to the customer journey and can provide insights about the many different paths customers can take as they interact with a business.
Experience analytics, also called customer experience analytics, is the systematic collection and analysis of customer perceptions as they interact with various touch points along the customer journey.
Text and speech analytics are technical tools that leverage artificial intelligence, such as natural language processing, to understand human speech and use that ability to identify patterns, like high occurrences of keywords and phrases.