Glossary

Conversation intelligence is the use of AI to automatically record, transcribe, and analyze sales conversations — extracting actionable insights like objections, buying signals, se...

Call scoring is the process of evaluating sales calls against a defined set of criteria to measure quality and effectiveness. Scores can be based on rep behavior (did they follow t...

Talk-to-listen ratio measures the percentage of a sales call spent talking by the rep versus listening to the prospect. It's expressed as a ratio (e.g., 40:60 means the rep talked ...

Call disposition is the outcome or status assigned to a sales call after it ends — such as "Interested," "Not Interested," "Left Voicemail," "Callback Requested," or "Deal Closed."...

Sentiment analysis in sales calls is the AI-powered detection of emotional tone and attitude throughout a conversation. It identifies whether the prospect is positive, negative, ne...

Call coaching is the practice of using recorded or analyzed sales calls to improve rep performance through targeted feedback. Rather than coaching based on outcomes alone (won/lost...

Objection handling is the skill of responding to prospect concerns, pushback, or hesitations during a sales call in a way that advances the conversation rather than ending it. Comm...

A sales cadence is a structured sequence of touchpoints — calls, emails, social messages, and follow-ups — designed to engage prospects over a defined period. A typical outbound ca...

Call recording compliance refers to the legal and regulatory requirements that govern when and how businesses can record phone conversations. Laws vary by jurisdiction: some region...

AI transcription is the automatic conversion of spoken audio into written text using artificial intelligence models. Modern AI transcription goes beyond simple speech-to-text: it i...

A sales pipeline is a visual representation of where every prospect or deal sits in the sales process — from initial contact to closed deal. Pipeline stages typically include Prosp...

Call quality in sales refers to how well a sales call achieves its intended purpose — measured by both the technical quality of the connection and the effectiveness of the conversa...

Discovery questions are the open-ended questions sales reps ask during the early stages of a sales conversation to understand a prospect's situation, pain points, goals, budget, ti...

Buying signals are verbal or behavioral cues from a prospect that indicate interest in purchasing. On sales calls, buying signals include questions about pricing or contracts ("Wha...

Voicemail drop is a sales productivity feature that lets reps leave a pre-recorded voicemail message with a single click instead of waiting for the beep and speaking live. When a c...

Call analytics is the practice of collecting, measuring, and analyzing data from phone calls to extract actionable business insights. It encompasses quantitative metrics — call vol...

Call tagging is the practice of labeling sales calls with custom categories — such as outcome type, topic discussed, product mentioned, or campaign source — so they can be filtered...

Call monitoring is the practice of listening to, reviewing, or analyzing sales calls to ensure quality, compliance, and coaching standards are met. Traditional call monitoring invo...

CRM integration is the process of connecting your phone system, call intelligence platform, or other sales tools with your Customer Relationship Management system so that data flow...

Speaker diarization is the AI technology that identifies and separates different speakers within a single audio recording — determining "who said what" throughout a conversation. I...

Pipeline stages are the custom categories that represent where a deal stands in your sales process — from first contact through to closed won or lost. Common stages include Prospec...