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title	Access Tokens

CRM.COM Term	Description
One-time password (OTP)	A password that is valid for only one login session or transaction, on a computer system or other digital device. In CRM.COM, OTPs are used to authenticate access tokens and identify accounts or rewards participants.
Communications	Log the interaction between customers and agents. Communications can support multiple communication media such as email, SMS, telephony, post, and others.
Accounts	A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments.
Customer Events	Financial and marketing events performed by customers outside CRM.COM and registered in the system for additional processing and rewarding

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title	Communications Glossary

CRM.COM Term	Definition
Communication	Communication refers to any interaction with a physical person or company through the CRM.COM software.
Communication tag	Communication tags can be used to generate the subject or the content of a communication based on data kept on the related contact or referred business entities
SMTP Server	Simple Mail Transfer Protocol Server - A server that is responsible for delivering emails messages
SMPP Server	Short Message Peer-to-Peer Server - A server that is responsible for delivering SMS messages
Notification	Notifications are used to communicate financial, customer care or rewards related information to existing or prospect customers. Notifications can be sent by email or sms, by creating Communications of specific content which can be personalized per customer. Each of the Communication is added in the Communication Queue which is responsible for processing the Communications and sending them out to Customers.
Opt-in / Opt-out	To choose to be involved (opt-in) or not to participate (opt-out) in something, for example, to receive direct or affiliate marketing emails.
Third-Party System (portal, mobile app)	External system that can communicate with CRM.COM to extract and process information.
Communication Queue	A queue which holds entries of communications to be processed by third-party systems.

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title	Financial Transactions

CRM.COM Term	Description
Accounts	A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments.
Payment Gateway	A service provided by a third-party system that authorizes credit card or direct payment processing for e-business.
Stripe	A merchant payment gateway for processing online payments.
Wallet	A customer account whose credit balance is used to fund transactions within CRM.COM.
Wallet Transaction	A financial transaction that debits or credits the wallet.
Normal Billing Run	A process that is used to charge customers for goods and services provided over a period. Each run is usually performed on a monthly basis and issues a bill including the invoices and credit notes associated with customer subscriptions.
Rewards Participant	A customer who can be awarded offers provided through the rewards program.
Quick Sale	A process used to swiftly sell physical goods to customers - generates invoices to charge the customer's account.
Voucher	An alternate form of payment across CRM.COM modules. Customers buy vouchers and use them for payments within the system.

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title	Customer Events Glossary

CRM.COM Term	Definition
KPI	Customer event key performance indicators are used to measure the performance of key business objectives in order to evaluate if those key business objectives were achieved or not.
Front-end reduction	The customer pays for a discounted price at the point of sale
Back-end reduction	The customer pays the regular price at the point of sale and the awarded money is returned to their online account
Accounts	A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments. The account keeps a running balance of debits and credits and displays the amount a company is owed in exchange for goods supplied and services rendered.
Financial Transactions	An agreement between a buyer and seller to exchange services or physical goods for payment.
Wallet	A customer account whose credit balance is used to fund transactions within CRM.COM.
Wallet Transaction	A financial transaction that debits or credits the wallet.
Reward Offer	An offer which awards rewards participants subject to award and spend conditions.
Rewards Participant	A customer participating in a rewards program and can be awarded offers provided through the program.
Rewards Participating Merchant	A merchant that collaborates with a rewards platform.

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title	Inventory Management

CRM.COM Term	Description
Metadata	Metadata is a set of data that describes and gives information about other data.
IOT	A network of uniquely identifiable ‘things’ that communicate without human interaction using IP connectivity.
Meter Reading	The meter reading of a device is used to measure consumption and therefore might create usage, on which customers can be billed.

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title	Network and Security

CRM.COM Term	Description
Privacy Level	A numeric value (ascending with higher privacy) used to control access to view and modify data shared between organizational units
System Language	The language used for all labels, tips, warnings and error messages across CRM.COM, including the values of select boxes, radio buttons and other elements that consist of fixed values.
Native Language	The language used for additional information displayed when the mouse is placed over labels
Organisation	A database the user connects to during login.
Unit	A body of users that belong to the same team and follow identical business processes.

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title	Payment Gateways

CRM.COM Term	Description
Accounts	A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments. Accounts keeps a running balance of debits and credits and displays the amount a company is owed in exchange for goods supplied and services rendered.
Payment Preference	Used to define the preferred method of paying any outstanding amount.
Rewards Participant	A customer who can be awarded offers provided through the rewards program.
Rewards Participating Merchant	A merchant that collaborate with the rewards platform.
Back-end reduction	Awarded money returned to the customer's account as a discount, following a purchase that was paid in full at the point of sale.
Subscription	A selection of customer services billed on a recurring, usage or one-time basis.

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title	Pricing

CRM.COM Term	Description
Billable Entity	An entity that can be billed through the billing engine (subscription).
Rating	The process of deciding the rate/price a product will be invoiced by
Billing Effective Date	The date from which a service should start being billed. By default, it is equal to the subscription service Effective Date.
Product Bundle	A combination of component products offered for sale as one product. Flexible product bundles have a variable selection of constituent products as components. Fixed product bundles have a fixed selection.
Metadata	Data used to describes other data. In CRM.COM create your own metadata attributes used to provide additional information for CRM.COM entities, i.e. colour, size of a product

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title	Products

CRM.COM Term	Description
Flexible Product Bundles	Flexible product bundles offer a combination of component products for sale as one package and are customizable based on customer's options
Fixed Product Bundles	Fied product bundles offer a combination of component products for sale as one package and are fixed; cannot be updated
Product Performance	How well a product was received within the last year; i.e. total revenue for a product
Upsell	The practice of encouraging customers to purchase a comparable higher-end product than the one in question
Cross sell	Invite customers to buy related or complementary items or buy something on impulse

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title	Provisioning

CRM.COM Term	Description
Secure Client	A secure clients is the device that the subscriber owns and through which provisioning signals will be sent. A secure clients is basically the serial number of the device
Conditional Access System (CAS)	A system (in this case EXSET) that provides content to subscribers through their devices.
AAA	Authentication - Authorization - Accounting.
Radius	Remote Authentication Dial-In User Service Radius is a protocol for carrying information related to authentication, authorization, and configuration between a Network Access Server (NAS) that desires to authenticate its links and a shared Authentication Server.
Subscriber	A Subscriber in Radiator represents a customer's subscription to an internet service.
Prepaid Model	Prepaid model for Radiator subscriptions refers to the internet service offered based on a predefined quota and period
Termed Model	Termed model supports unlimited internet access at a predefined speed which is invoiced on a recurring basis.
On-screen message (OSM)	Text-only messages sent to STB/TV devices provisioned by VCAS OMI ADMIN platform.
Conditional Access System (CAS)	A system (in this case EXSET) that provides content to subscribers through their devices.

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title	Resource Scheduling

CRM.COM Term	Description
Activity	A small task or action that is either stand-alone or must be completed as part of a larger project.
One-time service	A service (usually requested by the customer), which is provided and billed once, based on duration.
Unit	A body of users that belong to the same team and follow identical business processes.

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title	Subscriptions

CRM.COM Term	Definition
Billing Cycle Day	Is the day the billing cycle of a subscription begins
A-la-carte	An a-la-carte subscription allows its customers to freely select from a pool of services to subscribe to. Billing subscription and pricing terms may differ for each subscription
Subscription Package	A Subscription Package reflects a company's marketing offering that allows its customers to subscribe for a fixed set of services and physical goods. Packages are offered for a fixed price for all the services included in them and share common billing subscription and pricing terms to all customers that select to subscribe to it.
B2B subscriptions	Subscriptions which belong to companies rather than physical persons and allow the concurrent usage of a subscription for multiple units.
Anniversary Billing	A model that involves billing customers for a one-month period starting on a cycle day of their choice (e.g., the day on which the customer signed up).
Period Billing	A model that involves billing customers for a period starting on a billing cycle day specified by the company. If the billable entity is activated for the first time on a day of the month other than the billing cycle day, the first bill will also include the days up to the billing cycle day.
Subscription	A selection of customer services billed on a recurring, usage or one-time basis.
Billable Entity	Entities that can be billed through the billing engine (Subscriptions).
Rated Billing Items (RBIs)	Information on services, physical goods and the billing period, generated by the billing engine during the rating step of the normal billing run, before the transaction takes place. RBIs let the user make amendments or corrections before (a binding) financial transaction is created.
Period Billing	A model that involves billing customers for a period starting on a billing cycle day specified by the company. If the billable entity is activated for the first time on a day of the month other than the billing cycle day, the first bill will also include the days up to the billing cycle day.
Workflow	A set of tasks which are necessary to complete a bigger task, involving the definition, execution, and forwarding of the task among users for action, according to a set of workflow rules.
Communications	Log interaction between customers and agents. Communications can support multiple media such as email, SMS, telephony, post and others.
Provisioning Distributor	An abstract layer used in CRM.COM to relate subscription services (e.g., broadband service) and subscription associated devices (e.g., modems) to a provisioning provider and to define what services will be available from each device (if more than one is available on a subscription).
Provisioning Provider	Third-party conditional access (CA) and over-the-top (OTT) platforms with which CRM.COM integrates to provide services such as video content, telephony or games.
Traceable Physical Goods	A physical good, which is uniquely identified by its serial number.
Product Bundles	A combination of component products offered for sale as one product. Flexible product bundles have a variable selection of constituent products as components. Fixed product bundles have a fixed selection.
Usage Detail Records (UDRs)	Information describing the use of usage subscription services.
Wallet	A customer account whose credit balance is used to fund transactions within CRM.COM.
Accounts	A ledger of the financial transactions carried out between a company and its customers, such as invoices and payments. Accounts keeps a running balance of debits and credits and displays the amount a company is owed in exchange for goods supplied and services rendered.
Billing Cycle Day	Is the day the billing cycle of a subscription begins
Rating	The process used by billing to identify price and period of billing
Metadata	A set of data that describes and gives information about other data.
OTT	A broadcasting model where media (video, audio) are transmitted on the internet as standalone products, without the need for a cable or satellite operator.

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title	Service Requests

CRM.COM Term	Definition
Subscription	A collection of services that are provided to customers and billed on a recurring, usage or one-time basis.
Workflow	Support business workflows and automate tasks required to complete business processes, triggering system actions provided certain events or conditions occur.
Activity	Small task or action that is either stand-alone or must be completed as part of a larger project.
Communication	Used to log bidirectional interaction between customers and agents conducted through email, SMS, telephony, letters or face-to-face interaction.

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