Glossary

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

 

A

Address Certification

The process used to verify the validity of a postal address.

AFP - Advanced Function Presentation

Advanced Function Presentation (AFP) is an architecture-based system hardware and software for creating, formatting, viewing, retrieving, printing and distributing information on numerous printers and display devices.

Application Programming Interface (API)

APIs are a set of routines, protocols, and tools that allow different software solutions to interact with each other.

Archiving

Also known as Data Archiving, it is the process of moving unused data or information to a separate storage for retention.

Artificial Intelligence

Artificial Intelligence is intelligence exhibited by machines that allow them to perform human tasks.

Asset Referencing

The ability for users to locate objects, content, or data across a set of communication templates

Automated Document Factory (ADF)

ADF is an architecture and a collection of processes that facilitate the efficient production of high-speed, high-volume documents by means of barcode-based tracking, automated reprint, and process managment to ensure high-integrity output.

Authoring Environment

An environment within a system where user can edit and approve content changes to the communication.

B

Batch Production

Ability to produce a batch of high-volume, personalized documents at high-speed and high-fidelity.

Business Correspondence

Also known as Business Letters, this represents all written communications aimed towards fulfilling a business purpose.

C

Campaign Management

Campaign Management is a process where aspects of a company such as pubic relations, sales, and marketing create programs that measure the engagement of a targeted customer with the company.

Capture

Also know as Data Capture, is the process of gathering or extracting data from a electronic or non-electronic source.

Case Management

Case Management software streamlines and automates the (complex) interaction between people, electronic processes, and human tasks to facilitate the completion of a case, claim, complaint or other item that needs a response from the business. From a CCM perspective, a case management system provides the triggers, content, and business logic for communications and interactions, while the composition system deals with formatting and delivery.  

Channel Preference Management

Ability to store, manage, and apply channel preferences to outbound, multi-channel communications

Chatbots

Chat bots are programs that respond to human interaction by providing text-based answers; either by deterministic (pre-defined) logic, or by using AI technology to understand context and meaning of the conversation.

Collaboration

Commingling

Commingling is a process where print communications from different businesses are combined to meet certain standards required by print companies or services, which take advantage of economies of scale.

Content Authoring

Business user changing the content of a communication, or the layout of a communication, prior to production.

Content Management

Content Management is a group of processes and technologies that allow the collection and management of information that is published in various methods. 

Cross-media Marketing

Cross-media marketing refers to a strategy businesses use to market to its intended audience using multiple forms of media.

Customer Dashboard

A Customer Dashboard is a feature where users can access overviews of the business performance and various metrics a company is measuring. 

Customer Experience (CX)

CX is a measure of how well a brand is perceived by its customers.

Customer Communications Management (CCM)

CCM is software, or an ecosystem of software solutions, that deal with the creation, management and delivery of personalized, data-driven communications, messages, or interactions at scale across every channel and touch-point.

Customer Self-Service Portal

Ability for recipients to see, download or interact with communications from a portal.

D

Data Lake

Large storage repository onto which all type of data can be stored in native format

Data Transform

Data transform is the process of converting data from one format to another format.

Design Environment

In CCM, a Design Environment refers to the interface where business users can design templates for communications.

Direct Mail

Direct Mail refers to the process where print communications are delivered to intended audiences via post.

Document Composition

Process of designing document or communication templates in accordance to business rules as well as customer requirements. 

Document Enhancement

Document Enhancement is the process where users are able to add elements to a document such as barcodes, tracking codes, or Optical Marking Recognition (OMR) features.

Dynamic Case Management

Dynamic case management is a subset of case managmeent and provides the ability to dynamically adapt processes, tasks, or stakeholders at run-time

Dynamic Communications

Ability to embed dynamic content, such as interactive charts or tables, within digital communications generated by a document composition system. 

E

Electronic Signature

It is often referred to as a person's signature transmitted into digital form that is attached to electronic documents.

Encrypted Output

A method in which deployed communications are secured via encryption keys.

Enterprise Resource Planning

A system or software that is designed to manage in real-time the day-to-day actions of companies in areas such as planning, purchasing, inventory, sales, marketing, finance and human resources.

Enterprise Services Bus (ESB) 

ESB is an architecture that integrates applications or communications across a centralized bus-like infrastructure. 

Extraction

Also known as data extraction, this process involves the user retrieving relevant information from various data sources (such as a database).

F

File Inspection

This is the process where users check whether there are missing or corrupted resources within an incoming file or document.

Forms

In CCM, Forms are used to automate data capture by having users input relevant information into text boxes that are automatically captured and then categorized into a system.

G

H

HTML5

HTML5 is a coding language that is used to describe content displayed on the internet.

Hybrid Cloud

Hybrid cloud is a computing architecture that combines different cloud computing set ups with on-premise deployment.

I

Interactive Communications

Abillity for end users to change or modify customer communications at run-time, typically using a web browser

J

Journey Mapping

Software that visualizes customer interaction episodes with a goal of obtaining actionable insights to improve the customer experience.

K

L

Low-code/No-code 

Low-code / No-code development frameworks enable drag & drop communications design for business users with minimal coding and IT involvement. 

M

Microservices

A microservice architecture is a collection of indepently, deployable small software services that work together to achieve a business objective.

Monolithic

Also known as Monolithic Archictecture, this refers to a software archictecture that was built in a single container in which components of the software are interconnected and interdependent.

Multi-channel

This is the process where companies interact with their customers through different communication channels.

Multi-tenant public cloud

A multi-tenant public cloud is a computing architecture where multiple users can share public or private cloud resources, yet have their information isolated and hidden from other tenants.

N

Next Best Action

Suggestions from analytical engine on what to communicate next with a goal to improve business outcomes.

O

Omni-channel Communication

Unified, coordinated customer communications to enable conversations across multiple channels.

On-premise

On-premise software is a term used for software that is installed in the facilities of the user/s.

On-demand composition

Trigger-based, on-demand generation of communications or interactions

Online Testing

Real-time testing of (multiple) variants to determine highest conversion

Optical Marking Recognition (OMR)

OMR is the process of extracting human-marked data from various forms of documents.

P

Production Print Management

Software to manage secure, compliant, and efficient production of high-volume print or digital output

Private Cloud

Private Cloud is a cloud computing model where a company's IT services is managed under a company-owned cloud software.

Public Cloud

Public Cloud is a cloud computing model where IT services are constructed using combined physical and digital resources, which are then used to deploy services over the internet.

Q

R

Rapid Application Development Framework

See Low-code/No-code Development Frameworks

Re-engineering

The ability to modify or enhance incoming print or document-related data streams with barcodes, inserter marks, images, textual or layout changes, usually with a goal for more efficient post-production processing or to enable multi-channel output.

S

Software Development Kits (SDKs)

SDKs is a "headless" software version (without UI) that allow IT programmers to incorporate features into other applications. 

Stand alone

In CCM, stand alone refers to software products that specialize in a single area, and are generally not part of a wider product portfolio.

Swim Lanes

Found in Journey Mapping tools that help visualize processes and interrelated touchpoints

T

Touchpoint

A point of interaction between a business and a customer

Transactional Communications

Transactional Communications refer to communications that result from a business transaction. Typical examples include bills, statements, invoices, and notices.

Transpromo

Combining the words "transaction" and "promotional", this refers to promotional messaging added by companies to transactional documents such as bills, statements, invoices, etc.

U

V

Version Management

In CCM, Version Management or Revision Management is the ability of user/s to track and control changes that occur within a document template.

W

Welcome Kits

A Welcome Kit is a type of communication that is sent to new customers to make them familiar with the product or services that they have purchased.

Workflow

Workflow or Process Workflows refer to the definition, automation and execution of business processes where actions are determined based on a business rules.

X

Y

Z