A comprehensive glossary of Business Intelligence concepts

Abandonment Rate: The percentage of customer interactions that end without conversion. Learn how Plura helps reduce abandonment and improve customer engagement.

Automatic Speech Recognition (ASR) converts spoken language into text in real time. Learn how ASR powers AI voice agents for business communication.

Branded Caller ID displays your company name and logo on outbound calls. Learn how it boosts answer rates and builds trust for AI-powered calling.

Business Intelligence: Data-driven insights that inform strategic decisions. Discover how BI tools transform raw data into actionable intelligence for revenue growth.

Call disposition labels the outcome of every call for tracking and optimization. Discover how AI automates dispositions to improve sales performance.

Conversational AI: Technology enabling human-like dialogue between machines and people. Discover how AI-powered conversations drive sales, support, and growth.

Conversion Rate: The percentage of interactions resulting in desired outcomes. Learn how Plura's AI improves conversion rates through real-time qualification and engagement.

Cross-Channel Attribution: Understanding which touchpoints drive conversions. Discover how to track customer journeys across voice, SMS, email, and chat.

Customer Data Platform: Unified customer data for personalized experiences. Discover how CDPs enable better targeting, segmentation, and conversion optimization.

Customer Lifetime Value: Total revenue a customer generates. Learn how maximizing CLV drives profitability and informs acquisition spending decisions.

DNC compliance prevents businesses from calling consumers on Do Not Call lists. Learn how AI platforms automate DNC scrubbing to avoid costly violations.

Data-Driven Decision Making: Decisions based on metrics, not intuition. Discover how data-driven strategies improve outcomes and competitive advantage.

Engagement: The level of interaction and responsiveness customers show toward your brand. Learn how to measure and improve customer engagement for loyalty and revenue.

Engagement Rate: Percentage of audience interacting with content. Learn how Plura's omnichannel platform increases customer engagement and conversation quality.

An escalation path defines how AI conversations transfer to human agents when needed. Learn how smart escalation protects customer experience and revenue.

FCC licensing grants carriers authority to operate telephony infrastructure in the US. Discover why FCC-licensed AI platforms deliver better compliance and quality.

First-Call Resolution: Resolving customer issues in a single interaction. Discover how FCR improves customer satisfaction and reduces operational costs.

Funnel Analysis: Tracking customer journey stages from awareness to conversion. Learn how to identify drop-off points and optimize each stage.

A generative AI agent uses large language models to hold dynamic, human-like conversations. Learn how generative agents transform business communications.

Gross Margin: Revenue minus cost of goods sold. Understand how margin impacts profitability and guides pricing and product decisions.

HIPAA compliance protects patient health information in business communications. Learn how AI platforms maintain HIPAA standards across calls, texts, and chat.

Hypothesis Testing: Making data-backed decisions by testing assumptions. Learn how A/B testing and statistical analysis drive optimization.

IVR systems route callers through touch-tone menus before reaching an agent. Learn why AI voice agents are replacing legacy IVR for better customer experiences.

Intent Detection: AI technology that identifies customer buying signals and needs from conversations. Discover how Plura detects intent to improve qualification and conversion.

A JSON webhook sends real-time data between platforms when events occur. Learn how webhooks connect AI communication tools to CRMs and business systems.

Journey Mapping: Visualizing customer touchpoints across the buying and support lifecycle. Discover how mapping journeys reveals opportunities to improve experience.

KPI: Measurable value showing business progress. Discover which KPIs matter most and how to track them for data-driven growth.

An AI knowledge base stores business-specific information that trains AI agents to answer accurately. Learn how knowledge bases power smarter AI conversations.

Voice AI latency measures the delay between a caller speaking and the AI responding. Learn why sub-500ms latency is critical for natural AI conversations.

Lead Qualification: Identifying high-potential prospects. Learn how AI-powered qualification improves conversion and sales efficiency.

Lead Scoring: Ranking prospects by conversion likelihood. Learn how to prioritize high-quality leads and improve sales efficiency.

Machine Learning: Algorithms that improve through data. Discover how ML powers predictive analytics, lead scoring, and customer insights.

A multi-turn conversation is an AI interaction spanning multiple exchanges while maintaining context. Learn why multi-turn capability separates real AI from bots.

NLP enables AI to understand, interpret, and respond to human language. Learn how NLP powers AI voice agents and messaging automation for business communication.

Net Promoter Score: Measuring customer loyalty and satisfaction. Discover how NPS predicts churn and guides customer experience improvements.

Omnichannel: Seamless customer experience across voice, SMS, email, and chat. Discover how unified channels increase engagement and conversion.

An outbound dialer automates the process of placing calls to leads and customers at scale. Learn how AI-powered dialers maximize contact rates and conversions.

Pay-per-call is a performance marketing model where advertisers pay for qualified inbound phone calls. Learn how AI agents maximize pay-per-call campaign ROI.

Predictive Analytics: Forecasting future outcomes using historical data. Learn how predictions reduce churn, improve conversions, and guide strategy.

Qualification Pipeline: Structure for moving prospects toward sales-ready status. Learn how clear pipelines improve conversion and forecast accuracy.

QA in AI monitors and evaluates AI agent performance to ensure accuracy and compliance. Learn how automated QA improves AI conversation quality at scale.

RCS upgrades SMS with rich media, buttons, and branded messaging. Learn how RCS transforms business texting with interactive, app-like conversations.

Retention Rate: Percentage of customers who stay over a period. Discover why retention is cheaper than acquisition and how to measure it.

Sentiment Analysis: Understanding customer emotions from conversations. Discover how sentiment tracking predicts churn and guides coaching.

TCPA compliance protects businesses from costly telemarketing lawsuits. Learn how Plura's built-in TCPA monitoring safeguards every AI call and SMS campaign.

Throughput: Volume of customers or interactions processed in a time period. Understand how throughput measures operational capacity and efficiency.

Unified communications consolidates voice, messaging, and chat into one platform. See how Plura's omnichannel AI unifies every customer conversation seamlessly.

Upsell Opportunity: Moments when customers are most receptive to higher-value products or services. Learn how to identify and capitalize on upsells.

Voice synthesis converts text into natural-sounding speech for AI agents. Discover how Plura's TTS technology makes AI voice conversations sound truly human.

Voice of Customer: Systematic collection of customer feedback and preferences. Discover how VoC drives product decisions and customer satisfaction.

Win Rate: Percentage of opportunities that become customers. Learn how to increase win rate through better qualification and closing techniques.

Workflow automation uses AI to streamline repetitive business tasks without manual effort. See how Plura's no-code builder automates call center workflows instantly.

XML/API integration connects AI platforms with your business tools through structured data exchange. Explore how Plura's API-first architecture powers seamless sync.

Year-over-year growth metrics compare business performance across annual periods. Learn how to measure YoY ROI from AI automation with Plura's analytics tools.

Yield: Revenue generated per customer interaction or transaction. Learn how to improve yield and maximize revenue from existing traffic.

Zero-party data is information customers share with you intentionally. Learn how Plura's AI conversations capture consent-driven data that fuels personalization.

Zero-Wait Resolution: Resolving customer issues instantly without hold times or callbacks. Discover how AI enables immediate customer support.