Messaging Terminology

Definitions Relating to Voice Messaging, Voice Broadcasting and Voice Marketing

A
Answering Machine – a mechanical device used to record phone messages

Answering Service – a third-party entity employed to receive messages on behalf of another individual (e.g., a physician), determine their importance, and then disseminate them to that individual for appropriate response according to particular protocols

Audio File – the recorded message saved in the customer’s library.

Auto Attendant - a recorded human voice that serves as the interface between the routing component in a voicemail system and any person accessing the system

Automated Calling – automated dialing; a process of connecting to one or more phone numbers on a landline, mobile, pager or Internet-based network through a single action or series of actions, using various forms of computerized, electronic, and/ or Internet-enabled technology; through traditional methods of ‘autocalling,’ companies frequently transfer each connected call to teams of waiting phone agents who then convey a designated message or pre-determined script

Automated Dialing – automated calling; a process of connecting to one or more phone numbers on a landline, mobile, pager or Internet-based network through a single action or series of actions, using various forms of computerized, electronic, and/ or Internet-enabled technology; through traditional methods of ‘autodialing,’ companies frequently transfer each connected call to teams of waiting phone agents who then convey a designated message or pre-determined script; rarely used to differentiate the actual dialing process from the calls themselves

Automated Dialer – a technological device used to connect to one or more phone numbers on a landline, mobile, pager or Internet-based network through a single action or serious of actions; most ‘autodialers’ transfer each call recipient to a waiting call center agent who then conveys a designated message or pre-determined script; ‘autodialer’ can sometimes describe newer forms of technology allowing organizations to record voice messages, then send and track their distribution to multiple recipients at a time

Automated Messaging – the process of using a technological device to distribute or broadcast voice or electronic recordings, usually in mass, to landline, mobile or Internet-based phone numbers

Automated Phone System – technology used to connect to one or more phone numbers on a landline, mobile, pager or Internet-based network

B
Blast Call - a mechanized method of sending an outbound phone message; it usually involves a single electronic or voiced message delivered to multiple phone numbers

Brand Management – administering a company’s or product’s identity or image
(‘the brand’) for the purpose of sustaining or increasing its’ short and long-term profitability

C
Call Broadcasting – see phone broadcasting, voice broadcasting; the coordinated, automated delivery of recorded spoken content to home, business or mobile phones, usually rapidly and in mass, for the purpose of conveying important information; commonly applied to differentiate permission-based methods from ‘cold’ calling or ‘robocalling’ techniques

Caller ID – Caller Identification or CID; a technology that displays a caller’s phone number and in some cases name to the recipient prior to the call being answered

Calling Campaign – a marketing, sales or political advocacy technique whereby an organization distributes live or recorded voice or electronic messages for the purposes of motivating a targeted audience or demographic to take a particular action

Call Center Agent – a person hired to make and/or receive phone calls from prospective and/or current contacts and then deliver a pre-determined, often scripted message; commonly call center agents are used in conjunction with autodialers

Call Center - a facility staffed by call center agents

Call Forwarding – technology on a phone network enabling an incoming call to one number to be automatically re-directed to another mobile, business or phone number

Call Retries – the act of resending a campaign message to a recipient if the original try was not answered either live or via machine.

Call Window - the period of time during which a customer can send a call. Once outside of the call window, a campaign will pause until it reaches the next period of time within the set parameters.

Campaign – a marketing, sales or political advocacy technique whereby an organization distributes live or recorded voice or electronic messages for the purposes of motivating a targeted audience or demographic to take a particular action.

Cell or Mobile Phone – a phone that uses a network of connected towers that transmits digital voice or data information wirelessly through signals carried over radio frequencies

Church Communication or Church Marketing – coordinated efforts by religious organizations to reach out to current or potential members and thereby maintain or create interest and participation in that group’s forms of worship and other religious activities (e.g., broadcasting voice messages announcing a building campaign or cancellation of services due to inclement weather); church marketing can sometimes have mean applying advertising, promotional, public relations or other techniques commonly seen in the consumer-driven environment for the purposes of evangelizing or recruitment

“Cold’ Calling – the practice of contacting individuals without their express permission for the purposes of selling a product or service, or requesting financial support

Constituent – in politics, an individual who can vote for a candidate for elected office

Constituent Building – using coordinated marketing communications efforts to enhance an elected official’s image among the people that official serves while in office; using coordinated marketing communications efforts to enhance support for, or public opinion of, a particular cause or political position (e.g, voice broadcasting messages from a celebrity asking individuals to vote for a particular referendum); efforts by a person running for elected office to build a larger base of supporters

Convergence – in technology, the combination of voice, data and video in a single network for transmission and interaction

Customer Satisfaction – the level of contentment a group of consumers displays for a particular company, product or service

Customer Satisfaction (Phone) Survey – an approach using questionnaires (distributed through automated dialing or voice messaging techniques) that helps to determine the level of contentment a set group of consumers holds for a company, product or service

D
Dial-up – a type of Internet service connection that requires an analog phone line, modem and computer to access

Do Not Call Registry – see National Do Not Call Registry

Downline Communication – in network or multi-level marketing, an individual [recruited agent] enrolled to sell a particular line of products or services by another independent agent [first agent] is sometimes referred to as the first agent’s ‘downline;’ in this instance, ‘downline communication’ refers to business exchanges made between the first agent and any ‘downline’ recruits

DSL - digital subscriber loop or digital subscriber line; collective term for technologies used to transmit data digitally over traditional phone lines or networks

E
Emergency Notification, Emergency Communication – in the field of phone messaging, use of voice messaging, a calling service, or phone broadcasting techniques to automatically deliver crucial information in a quick, efficient and controlled manner

Entertainment Marketing – the professional brand or image management of entertainment-related organizations and businesses, including: individual performers, programs or shows, music groups or labels, venues, media outlets, etc. (e.g., distributing phone messages using a celebrity’s voice to promote an upcoming tour)

Event Marketing – the professional brand or image management of particular events or event-related organizations and businesses, including: tradeshows, conventions, rock concerts, stage production companies, etc. (e.g, broadcasting voice messages promoting a company’s upcoming exhibition at a tradeshow to its customer list)

G
Grassroots – in marketing or politics, jargon used to describe a movement or source of group support that arises spontaneously and/or from the bottom of the power base (or directly from consumer response)

H
Hosted Dialer – automated calling technology that is supported by a company, Internet server, or computer using particular hardware or software

I
Integrated Marketing – a technique by which organizations work to ensure that all external and internal communications on behalf of a company, its product or services, convey a single, core message and brand identity; can employ tools such as e-marketing campaigns, voice messaging or phone broadcasting, advertising, public relations, promotions, social advocacy, or charitable activities

Internet Interface – the tool that allows an individual to work with and access a particular computer technology, software or hardware supported by a company or entity via an Internet connection

ISDN – Integrated Services Digital Network; a telephone network system that uses complex circuit-switched components to deliver data or voice transmissions digitally over traditional land-based phone lines

ISP – Internet Service Provider; a company that provides individuals or other businesses with access to the Internet for a fee

L
Landing Page – a carefully designed Web page that users access after clicking on an ad or when first accessing a new Website; in voice messaging, landing pages are used to allow recipients the opportunity to ‘opt-in’ or choose to participate in specific calling campaigns

Live Answer – a call answered by a recipient during the campaign

M

Machine Answer – a call answered by a recipient’s voice mailbox during the campaign

Marketing Communications – efforts on behalf of an organization, company, its products or services to reach out to its target audience for the purposes of managing that entity’s brand name, image or identity; marketing communications may employ tools such as voice messaging or phone broadcasting, direct mail, print advertising, promotions, community advocacy, etc.

Mass Text Messaging – using computerized technology to send typed data automatically to multiple landline, mobile or Internet-based phones

Metrics – in marketing, quantifiable evidence of a campaign’s relative success (e.g., number of individuals pressing ‘1′ to buy tickets to a special event after receiving a voice message on their home, mobile or business phone)

Muti-level Marketing (MLM) – network marketing; a business model whereby an independent agent earns profits both from direct sales and through commissions resulting from sales made by other recruited agents

N
National Do-Not-Call Registry – a national list of phone numbers provided voluntarily by U.S. citizens who wish to limit the number of telemarketing calls they receive; any telemarketer who falls under the law’s legislation must stop all calls to individuals on the list within a set number of days of their registration (permission-based voice messaging offers telemarketers an alternative method of continuing their activities while remaining legally compliant)

Network Voice Protocol – a pre-cursor to VoIP, it was a ground-breaking technique for sending voice and data across computerized networks

Notification Software – another term for leased or purchased computer technology used to transmit voice messages electronically for the purposes of reaching a set group of constituents or individuals

O
Opt-In/ Opt-Out Technology – permission-based technology; Web and/or phone-based system allowing consumers to elect to receive or stop receiving information from another party

Outreach Communications – in the instance of non-profits, religious groups, or other cause-related organizations, it is the coordinated effort to connect with current or potential supporters through vehicles such as e-mail, print and voice messaging or phone broadcasting for the purpose of generating a positive response to a particular call-to-action or actions (e.g., recording and distributing a message to members of a service organization asking for donations for disaster victims)

P
PBX – Private Branch eXchange; a proprietary telephone circuit or switch designed to serve one particular business or entity

Permission-based Marketing – a term used by voice messaging and email marketers to indicate that they will ask permission before sending a communication to prospective customers; it requires recipients “opt-in”, rather than only allowing people to “opt-out” after a message is sent (marketers believe the technique maximizes resources because messages are sent only to those who wish to receive them and not to people who would likely become irritated by unsolicited communications)

Phone Broadcasting – see voice broadcasting; the coordinated, automated delivery of recorded spoken content to home, business or mobile phones, usually rapidly and in mass, for the purpose of conveying important information; commonly applied to differentiate permission-based methods from ‘cold’ calling or ‘robocalling’ techniques

Phone Messaging – sending electronically recorded or voiced communication to individuals via land, cellular or Internet-based phones

Phone Recording Hardware, Software – specialized computer technology purchased by an organization for the purposes of engaging in voice messaging or phone broadcasting

Phone Recording – a voiced or electronic message made for the purpose of future single or multiple distributions

Phone Recording System – voice messaging or phone broadcasting software or hardware; specialized computer technology purchased by an organization for the purposes of engaging in voice messaging or phone broadcasting

Phone Tree – a prearranged, pyramid-shaped system for quickly activating a group of people by telephone; phone trees may be entirely manual, for example with one person calling five people and each of the five in turn calling five more and so forth, or they can be automated with a voice messaging system

Phone Tree, Automated – an electronic method of distributing a pre-recorded message to a specified list of phone numbers (e.g., using a voice messaging service to announce details to various police departments of an upcoming disaster drill); the term is also sometimes used to describe less efficient outbound calling systems that require the caller to use specially purchased computer hardware or software

Phone Tree Hardware, Software – computer technology purchased by an organization for the purpose of distributing phone messages in mass

POTS – slang meaning ‘Plain Old Telephone Service,’ POTS refers to delivery of voice or data (using an ISP’s modem for conversion) via traditional analog technology and land-based phone lines

Predictive Dialer – a variant of the autodialer that calls thousands of phone numbers in mass and then forwards recipients to waiting call center agents; predictive dialers use mathematic formulas (algorithms) and other technology to automatically hang up on calls that reach a wrong or disconnected number, a voicemail system, or answering machine

Predictive Dialer System – another term for the combined technology employed to automatically dial thousands of phone numbers in rapid succession, and then transfer each recipient to waiting call center agents

Pre-recorded Message - a voice or electronic recording that is saved and then distributed at a later time

PSTN – Public Switched Telephone Network; the world’s traditional and publicly accessed network of circuit-switched phone lines

R
Real Time Calling – in the case of voice messaging services, broadcasting high volumes of calls very rapidly through the use of sophisticated technology, with the desired effect of all messages being received within a short window of time immediately following their dissemination; as quickly as possible; as it occurs

Recipient(s) – one that receives. Recipients are contacts with whom a customer has a working business relationship who receives a message during a campaign.

Robocalling – slang commonly used to describe electronically voiced messages distributed in mass by an autodialer solely for the purposes of soliciting ‘cold’ contacts (individuals who have not given permission to receive the call); a practice that gave rise to the National Do-Not-Call list

S
SMS – Short Message Service or text messaging; a method of sending typed data to and from cell or mobile phones

Sports Marketing – the professional advocacy, promotion, advertisement, or other forms of brand or image management on behalf of sports-related organizations and businesses, including: individual athletes, teams, associations, facilities

T
Tailored Messaging – voiced recordings that are designed to appeal specifically to select groups of individuals which are then distributed using a voice messaging or phone broadcasting system

Telefunding or Tele-funding – the process of using direct phone calls or voice messaging to reach out to current or potential supporters of a cause or organization for the purposes of obtaining financial support

Telefunder – a person who makes calls on behalf of a non-profit or other cause-related organization to its current or potential constituents for the purposes of obtaining financial support

Telemarketing – a method whereby a sales person or persons use phone calls to generate purchase of or interest in a product, service or company

Telemarketer – a person who makes calls on behalf of a company or its product to potential or current customers

Telephony – the application of specialized equipment or technology for the purposes of transmitting voice messages across distances

Text Messaging – sending typed data to and from one or more cell or mobile phones

Text Messaging Service – technology leased from a third-party vendor for the purpose of enabling an individual or entity to send typed data to and from one or multiple cell or mobile phones

Text to Speech (TTS) – Speech synthesis is the artificial production of human speech. A TTS system converts normal language into speech. A typed message in the system will produce an audio message recorded by the TTS operation.

Tracking – automated reports generated following a distribution of phone broadcasts or phone messages that are sent to the person who initiated the calls; the reports may include specific information such as number of recipients who listened to the calls and for how long, as well as which calls reached a voicemail system or answering machine

U
Unified Messaging – voice messaging, phone broadcasting; another term for automatically sending one or multiple phone messages using computerized and/or Internet-enabled technology

V
Visher – a person who engages in the fraudulent practice of vishing

Vishing – the illegal practice of using VoIP technology to seek out confidential financial or other profitable, personal information from another individual

Voice Broadcasting – the coordinated, automated delivery of recorded spoken content to home, business or mobile phones, usually rapidly and in mass, for the purpose of conveying important information; commonly applied to differentiate permission-based methods from ‘cold’ calling or ‘robocalling’ techniques

Voice Messaging System – automated technologies used to record and send audio messages to mobile, business or home phone contacts rapidly, usually in large volumes

Voice Marketing – the proactive use of spoken audio messages to motivate a set group of consumers or constituents to perform a particular action, or to develop or enhance a product or company’s brand image or position in the market

Voice over Broadband – an alternate term to VoIP used to describe sending data or voice transmissions over the Internet; similar terms include Broadband Telephony and Broadband Phone

VoIP – Voice over Internet Protocol; sending voice or data transmissions over the Internet

(Voice) Tracking – automated reports generated following a distribution of phone broadcasts or phone messages that are sent to the person who initiated the calls; the reports may include specific information such as number of recipients who listened to the calls and for how long, as well as which calls reached a voicemail system or answering machine

W
Wait Time – in a call center scenario, a measurement of the length of time a person sits idle before connecting with an agent