PSE - Professional Services Engineers (PSEs)

RCM - Regional Client Manager

CBM - Client Business Manager
CM - Client Manager
BA - Business Analyst
SME - Subject Matter Expert
DSA - Delivery Solution Architect
ASG -
SPJ NES - Service Project
ASO Revenue Targets - Americas Services Organization
Teamline PSA -
NES surveys -
IHD - Internal Helpdesk
CSC - Customer Support Center
ITP - Implementation Test Plan
SRT - Site Readiness Test
NCSA Training - Nice Certified System Administrator.
IA - Interaction Analytics
QM Follow up Training -
SOD - Solution Overview Document
SPC - Site Preparation Checklist
ACD - Automatic Call Distributor
LDAP - Lightweight Directory Access Protocol
ICR - Installer Calendar Request
WFM - Work Force Management
SPJ -
ESD - Electronic Software Delivery
CT?s -
EGs -
BU?s -
MU?s -
ASR - Americas Services Readiness Site
T&E -
NICE Design Documents - NSD/SDD.SOD
FF - Fixed Fee
NPS - Net Promoter Score
E2E - End to End
MoM - Manager of Managers
NDM - Nice Deployment Manager

TCP - Transmission Control Protocol

PDS/ProActive IP -
OSCC IP -
SSN -
NPM - Nice Performance Management
CMS - Content Management System
WFO - Workforce Optimization
VoC - Voice of Customer
AHT - Average Handle Time
FCR - First Call Resolution
CQ - Control Quotient
RCA - root cause analysis
PSTN - Public Switched Telephone Network
PBX - Private Branch Exchanges
ESM - Enterprise Storage Management
TRS - Total Recording Solution
QM - Quality Management
SRT - Site Readiness Tool
SWSS - Software Speaker Separation
CAS - Context Analysis Server
TAS - Text Analysis Server
VAS - Value Added Services
ITP - Installation Test Plan
UAT - User Acceptance Testing
SNMP - Simple Network Management Protocol
WMI - Windows Management Instrumentation
HCR - Health Check Reports
KOM - Kick-off meeting
MU - Management Unit
EG - Enterprise Groups
NIM - NICE Interact Management
BRD - Business Requirements Document
SMK - Sales to Service Transition
NLP - Natural Language Processing
RTI - Real Time Integration
SSO - Single-sign on
SaaS - Software as a Service

RTA -
CSM -
HA -
IEX -
ECS -
ASC -
CCM/SCCS -
OA -
DSC - Digital Speech Convertor
DTMF - Dual-tone Multi-Frequency
FSK - Frequency-shift keying
PCM - Pulse Code Modulation
ETL - Extract, Transform, Load
RTS - Real Time Solution
STT - Speech Text
SPJ - Service Project
SIMS - Services Information Management System (CRM)
CRM - Customer Relationship Management System
BPC - Business Principal Consultant
CSC - Customer Support Center
GBU - Global Business Unit
Mkit - Milestone Kit
S2S - Sales to Service
SA - Service Architect
SDS - Solution Delivery Architect
SDD - Solution Design Document
SE - Service Engineer
SR - Service Request
SSA - Service Solution Architect
TPM - Technical Project Manager
WP - Work Plan
AIR - Advanced Interaction Recorder
SRM - Site Recovery Manager
TCO - Total cost of ownership
AE - Account Executive
QTD - Quarter-to-Date
EEW - Estimation Effort Worksheet
PWS - Project Worksheet
ACM - Avaya Communication Manager
CVR - Call Volume Reduction
LVCSR - Speech to text/transcription
BINA - Business Intelligence
Q2D - Quote 2 Delivery
EPL - Enterprise Price List
MAC - Move at Change
ESPL - Enterprise Services Price List
NPD - NICE Proposal Designer
PUT - Pre-Upgrade Tool
CPC - Cost per Contact
ASA - Average Speed of Answer