Sales & Revenue Operations Glossary

The definition of a cold call describes the process of a sales rep dialing a lead while having little-to-no information about that lead. Today, cold calls are far more common in sales environments that use predictive dialers, or that demand reps to make extremely high volumes of calls each day.

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 analytics solutions typically comprise of a transcription engine that converts speech to data; an indexing layer that makes the data searchable; a query and search user interface to […]

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. They must be able to “read” the situation by understanding the prospective customer’s pain points, answering […]

Conversation science is a sophisticated concept of small nuances that comprise the success of an inside sales organization. Aspects such as establishing rapport and keeping a conversation flowing between a prospective customer and a sales agent are key elements that define what conversation science means. Artificial Intelligence (AI) is now playing a key role in […]

The definition of computer telephony integration (CTI) is a term that can be used to describe any technology that enables computers to interact with telephones. However, the term is primarily used to describe desktop interactions that improve human agents’ productivity.

The definition of customer success reps are members of an inside sales force that focus on customer retention. Their job is to make sure that customers are satisfied with products and services. It is also up to them to ensure that customers renew their contracts.

In inside sales, the Demo-to-Close Conversion Rate is the number of closed deals over a specific time period divided by the total number of demos that generated those wins. One of the most important concepts of improving the flow in the sales pipeline is the demo-to-close conversion rate. This conversion rate can drastically improve by […]

Email automation is an important marketing function in inside sales. Email automation entails the contacting of prospects, the nurturing of leads, and the moving of deals down the pipeline. Email automation requires the appropriate timing to be effective. It is important for a sales leader to understand the different steps of their sales funnel and […]

Guided selling is a sales methodology that can be applied across nearly every type and category of selling within both B2B and B2C environments. This includes inside sales models, outside sales, brick-and-mortar, retail sales, and eCommerce. In the guided selling sales process, salespeople work hand-in-hand with potential buyers to bring them the products and/or services […]

The definition of a hosted dialer describes any auto-dialer or predictive dialer that is based in the cloud. Cloud dialers offer the advantage of democratizing hardware costs as well as IT costs, since they are often easier to configure than traditional dialing solutions.

The definition of inside sales describes a sales process in which reps are primarily selling remotely, rather than traveling in person to see customers. In contrast to telemarketers, inside sales reps are highly trained to answer industry specific questions, technical questions about products that sell and solve specific customer pain points. Inside sales often involves […]

The definition of interactive voice response (IVR) describes technology that enables humans to interact with computers using their voices or by using DTMF tones inputted through a phone’s keypad.