Resources Glossary

BA - Business Analytics

Business analytics are nformation that makes it easier to visualise and analyze business data to support decision making.

BAM - Business Activity Monitoring

The term 'Business Activity Monitoring' was originally coined by analysts Gartner, Inc and refers to the aggregation, analysis, and presentation of real time information about activities inside organizations and involving customers and partners. A Business Activity can either be a business process that is orchestrated by Business Process Management software, or a business process that is a series of activities spanning multiple systems and applications. BAM is an enterprise solution primarily intended to provide a real-time summary of business activities to operations managers and upper management.

BPM - Business Process Management

Business Process Management (BPM) is a field of management focused on aligning organizations with the wants and needs of clients. It is a holistic management approach that promotes business effectiveness and efficiency while striving for innovation, flexibility, and integration with technology. Business process management attempts to improve processes continuously. It could therefore be described as a "process optimization process."

BPMS - Business Process Management System

A software system that incorporates the whole of BPM functionality. There are four critical components of a BPM Suite:

• Process Engine – a robust platform for modeling and executing process-based applications, including business rules
• Business Analytics — enable managers to identify business issues, trends, and opportunities with reports and dashboards and react accordingly
• Content Management — provides a system for storing and securing electronic documents, images, and other files
• Collaboration Tools — remove intra- and interdepartmental communication barriers through discussion forums, dynamic workspaces, and message boards

BRE - Business Rules Engine

A business rules engine is a software system that executes one or more business rules in a runtime production environment.

CIM - Customer Interaction Management

CIM is a customer relationship strategy that measures, monitors, and improves the interactions between a business and its customers in multiple communications channels.

CRM - Customer Relationship Management

Customer relationship management consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

EAI - Enterprise Application Integration

Enterprise Application Integration is an integration framework composed of a collection of technologies and services which form a middleware to enable integration of systems and applications across the enterprise.

SOA - Service-Oriented Architecture

Service-oriented architecture provides a set of principles of governing concepts used during phases of systems development and integration. Such an architecture will package functionality as interoperable services: software modules provided as a service can be integrated or used by several organizations, even if their respective client systems are substantially different. An implementation of SOA is called a Service Oriented Architecture implementation. It is an attempt to develop yet another means for software module integration.

SOI - Service-Oriented Interactions

The consistent and high-quality receipt and delivery of relevant data or functionality in the appropriate channel, framed with the right user interface, and flexible enough to accommodate back-end technology shifts or fluctuating conditions.

WF - Workflow

A workflow is a depiction of a sequence of operations, declared as work of a person, a group of persons, an organization of staff, or one or more simple or complex mechanisms. Workflow may be seen as any abstraction of real work, segregated in workshare, work split or other types of ordering. For control purposes, workflow may be a view on real work under a chosen aspect, thus serving as a virtual representation of actual work. The flow being described often refers to a document that is being transferred from one step to another.

Resources

Key Resources

• A New Model for Customer EngagementLearn about the 6 steps every company needs to take for effective customer engagement.
• Customer Success StatisticsHow effective engagement helps you get and keep more customers.
• Special Technology Initiative?Tell us more about your project.