Cloud Communications & Salesforce Industry Glossary

The definition of automatic dialers (or auto-dialers) describes a system that can automate and expedite the dialing of phone numbers. Auto-dialers are used by businesses, organizations and individuals to reach out to potential or current clients in bulk.

Local Presence technology is a Phone System feature that allows callers to emulate or adopt the local area code of the customer they are trying to contact.

The goal of a call center software is to manage communication channels for sales and support teams. It includes dialers, call monitors, call recording systems, computer telephony integration (CTI), interactive voice response (IVR), and analytics software to manage all communications.

Call coaching is a necessity when building a successful sales team. It’s a dual process which helps the sales agents improve, learn something new, or take their performance to the next level. If we take a closer look at this definition, we will see that it involves an interactive process.

The definition of a call tracking system is a system that allows marketers to measure the value of inbound calls driven by their marketing efforts.

Call recording is your business's ability to record a voice conversation over an audio source. Active calls or conference calls can be recorded and then stored as a digital file to be transcripted or listened to at a later stage.

Conversation analytics is a technology that transcribes speech and converts it into data. The data is then structured so that conversations can be analyzed for insights. 

Conversation intelligence refers to a person’s aptitude to assess the direction and outcome of a given conversation. In a sales organization, sales agents have a crucial role in being the direct representative of the company to the potential customer.

“Hosted dialers” is a shortened term for “cloud hosted auto-dialers”. Compared to on-premise auto-dialers, the maintenance and upkeep of a dedicated hosted dialer is provided by the service’s vendor and the business only needs to have an Internet gateway to use their service.

The definition of Power-dialers (or auto-dialers) describes a system that can automate and expedite the dialing of phone numbers. Power-dialers are used by businesses, organizations and individuals to reach out to potential or current clients in bulk.

The definition of lead response time refers to a metric that gauges how long it takes to follow up with a lead that has contacted a business (either by calling, emailing or filling out a form).

One of the key ingredients in a successful sales conversation is rapport building. This is about building a great relationship with your prospective customer.

VoIP is an acronym for Voice over Internet Protocol that describes the method to place and receive phone calls over the internet. Most people consider VoIP the alternative to the local telephone company.

Call Whisper, also commonly referred to as Call Screening, allows admins to advise their reps during a call without the client being able to hear it.

Call Barge is a call center feature that empowers managers to join calls at will. Think of it as a way for managers to instantly turn any call into a three-way conference call.

Voicemail Drop (or voicemail automation) is a type of inside sales technology that is designed to accelerate the process of leaving voicemail messages.

Computer Telephony Integration (CTI) is a term used for any technology that allows computers to interact with telephones, generally through the use of a Modem.

The definition of click-to-call (which is sometimes called click-to-talk, click-to-dial or click-to-text) refers to a type of digital communication in which a person clicks a button or text in order to be connected with another individual in real-time.

Call centers that provide integration between a telephone system and an agent's desktop (CTI), a screen pop is a window or dialog box that autonomously appears on the desktop...

Smart call routing is a tool that expedites communications using customizable If/Then conditions to build a sophisticated workflow. When someone calls, they’re automatically routed to the most relevant person or team.

The call conversation is the most important activity of a sales process. It’s where everything moves forward and it's also where the sale typically happens. In short, the phone is where deals truly move forward, and it is usually where they’re closed.

Life Time Value or LTV is an estimate of the average revenue that a customer will generate throughout their lifespan as a customer.

Monthly recurring revenue (MRR) is a calculation of revenue generation by month. Many Software-as-a-Service (SaaS) companies view this as “the holy grail metric” because it conveys an up-to-date measurement of the company’s health from an income standpoint.

Customer churn rate is the percentage of your customers or subscribers who cancel or don't renew their subscriptions during a given time period.

Software as a Service (SaaS) provides a complete software solution that you purchase on a pay-as-you-go basis from a cloud service provider.

Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers.

Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers.