Voice Mail Broadcasting - Glossary
Definitions Relating to Voice Messaging, Voice
Broadcasting and Voice Marketing
A | B | C | D
| E | F | G | H
| I | J | K | L | M
| N | O | P | Q
| R | S | T | U
| V | W | X | Y | Z
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
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
Business
Phone System – an integrated network of phone lines
put in place for the purpose of providing outbound and
inter-connected inbound service to a single company or corporate
entity that is usually associated with a single billing account;
rarely applied to describe voice messaging technology in a
corporate or consumer-driven environment
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
Calling
Post – (voice) origination point; the
source from which voice messages or calling service broadcasts are
distributed
Cause-based
Lobbying – a coordinated effort, led by an
established organization or committed group of individuals, to
positively impact government officials for the purpose of
promoting legislation or other similar support for a particular
viewpoint or need
(e.g., distributing voice messages asking people to request their
lawmakers provide better access to affordable health care)
Cause-based
Fundraising - a coordinated effort, led by an
established organization or committed group of individuals, to
secure financial support for a particular viewpoint or need (e.g.,
funding for medical research to cure Type 1 Juvenile Diabetes)
Celebrity
Endorsement – a marketing technique whereby the
voice or likeness of a well-known person (e.g., movie or sports
star) is used with that individual’s consent to enhance by
association the perceived value of a particular cause, product,
service or business; types of endorsement include print or
television ads, radio spots, or direct voice messaging campaigns
distributed to individuals’ home, business or mobile phones
Celebrity
Positioning, Leveraging – using the likeness or
voice of a well-known person to enhance the perceived value of a
particular cause, product, service or business (e.g., using a
movie star’s voice in phone broadcasts to members of a
non-profit organization for the purposes of fundraising)
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
Loyalty
Program – in marketing, a carefully planned rewards
system whereby marketers encourage specific consumer behavior such
as loyal patronage of a store, consistent buying of a line of
products, or specific radio listening habits; marketers often
employ voice messaging techniques to create unique consumer
experiences that translate into valuable rewards for a loyalty
program
M
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
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
Teletraffic
Engineering – jargon for the application of traffic
engineering principles to the area of telecommunications
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
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
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