This inside sales glossary is intended to help you navigate through the terminology and jargon associated with inside sales, call centers and communications. Some of the terms relate directly to inside sales processes, while other terms relate more to sales acceleration and communications technology that inside sales teams are investing in to maximize productivity and revenue.

  • What is a Cold Call?

    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.

  • What is Conversation Analytics?

    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 […]

  • What is Conversation Intelligence?

    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 […]

  • What is Conversation Science?

    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 […]

  • What is CTI?

    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.

  • What are Customer Success Reps?

    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.

  • What are Demo-to-Close Conversion Rates?

    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 […]

  • What is Email Automation?

    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 […]

  • What is a Hosted Dialer?

    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.

  • What is IVR?

    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.

  • What is Lead Enrichment?

    The definition of lead enrichment describes a process that can deliver inside intelligence about a target lead or account, giving inside sales reps an enriched view of a lead.

  • What is a Lead Response Rep?

    The definition of a lead response rep is an inside sales rep who is specifically tasked with following up with leads from inbound marketing campaigns. These inbound leads might include leads who fill out web forms, download marketing content such as eBooks or whitepapers, attend webinars, or answer emails. Lead response reps are also often tasked with taking inbound calls from marketing ads and content.