Translate technology into operating decisions

Plain-language technology glossary

Product categories often overlap and vendors use different names for similar capabilities. These definitions describe the practical role, not a legal or universal industry standard.

CRM

Customer relationship management. A shared record of leads, customers, interactions and follow-up.

Field service management

Software for coordinating jobs outside the office, often including scheduling, dispatch, work records, estimates and invoicing.

Dispatch

The process of assigning work, people and timing while responding to changes in location, urgency and capacity.

VoIP

Voice over internet protocol. A phone service delivered through an internet connection rather than a traditional fixed line.

IVR

Interactive voice response. A menu or conversational system that routes callers or collects information.

Call tracking

Technology that uses trackable numbers and call records to connect conversations with marketing or operational sources.

AI receptionist

A system using speech and language models to answer, route or act on calls within defined boundaries.

Workflow automation

A rule that moves information or triggers an action when specified conditions are met.

API

Application programming interface. A structured way for software systems to exchange information or actions.

Webhook

An automatic message sent from one system to another when a defined event occurs.

CPQ

Configure, price, quote. A structured process for building an accurate offer from options, pricing rules and approvals.

Data portability

The practical ability to export useful records in a format that can be retained, analysed or moved elsewhere.

Technology procurement checklist

• Write the workflow and bottleneck in one paragraph.
• List every user role, device and location involved.
• Separate required capabilities from useful extras.
• Map integrations and decide which system owns each important field.
• Ask for the complete cost at realistic usage and team size.
• Run a pilot with ordinary and difficult scenarios.
• Test permissions, support and failure handling.
• Export records before the trial ends.
• Document the decision, owner and review date.

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