1-way SMS: 1-way SMS is any type of SMS communication that doesn’t require a response. The information moves from the business directly to the consumer. It can be used for booking confirmations, reminders, shipment updates, and other types of customer updates.
2-way SMS: 2-way SMS allows businesses to text their clients and receive responses in the form of pre-set commands, such as “type 1 to confirm your appointment”. This requires businesses to have a functional phone number and is particularly helpful with appointment confirmations, delivery updates, and more.
2FA: 2FA is short for two-factor authentication. It is an extra protection layer that lets users verify their identities before they can access their accounts. It shields users from digital fraud and phishing attempts. 2FA can be in the form of:
- Knowledge: something the user knows, such as a PIN or password.
- Possession: something the user has, such as a card or key.
- Inherence: something the user is, such as fingerprints or facial scans.
A2P messaging: A2P means Application-to-Person. A2P messaging is the kind of messaging traffic through which application sends out messages rather than individuals. It usually requires no response, such as one-time passwords, notifications, and marketing communications.
A/B testing: A/B testing, also known as split testing, is a user experience research methodology where two or more versions of a certain variable, such as a webpage, are shown to different user sets to determine which serves the campaign objectives.
Adaptive routing: Adaptive routing is an algorithmic process in which routers determine the optimal path through which data can be transmitted, based on the current condition of the communication circuit.
AI: AI means Artificial Intelligence. It is a branch of computer science concerned with building intelligent machines capable of performing tasks that typically require human intelligence.
AI bot: AI chatbot is a type of chatbot powered by Natural Language Processing (NLP) to understand the intent of complex queries to provide the most suitable responses. It also uses Machine Learning (ML) to improve without human interference.
Analytics: Analytics refers to the computational analysis of data or statistics to discover certain patterns. It is used to identify insights that help with effective decision-making.
API: API is short for Application Programming Interface. It is a type of software that connects computer applications with each other to help them perform specific tasks and build routine workflows. APIs can be fixed or customized for programmers to use.
AWS: Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally.
To learn more about AWS, visit this page.
Bulk SMS: Bulk SMS is a form of A2P messaging in which companies broadcast huge numbers of texts to broad audiences at once.
Call forwarding: Call forwarding is a feature which allows users to redirect a phone call to a different number or destination. It can be automated based on various criteria, such as:
- Caller ID
- Timing
- In case of no response
- In case of busy lines
Campaign: Campaign refers to any type of SMS, Voice, or Email communication disseminated to a wide audience with a certain objective that needs to be met. Users can create and send campaigns through Campaign Wizard in 4 simple steps:
- Add recipients.
- Curate content.
- Customize campaign.
- Send or schedule.
Carrier: A carrier, or Mobile Network Operator (MNO) refers to cellular companies which provide mobile and wireless communications services. Examples include Vodafone, Orange, WE, AT&T, and Verizon.
Cloud: The cloud refers to data servers that are accessed over the internet, and the software that run on those servers. The cloud enables users to access files from any device in any location. Cloud computing also reduces IT cost for businesses.
To learn more about the cloud, visit this page.
Communication: Communication refers to the process of information exchange via individuals or other means such as phone lines and computers.
Communication Platform: Communication Platform is the award-winning quintessential channel for business communication. It provides omnichannel communication services and APIs that enable businesses and developers to communicate with their customer base worldwide.
To learn more, read this article or sign up for a free trial here.
CPaaS: CPaaS means Communication-Platform-as-a-Service. It is a cloud-based platform which helps businesses deliver rich communication experiences to their customers.
To learn more about what CPaaS can do for businesses, consider the below resources:
Top 5 CPaaS trends to look out for in 2021 (cequens.com)
CPaaS 3.0: 5 methods of transforming customer experience strategies (cequens.com)
5 CPaaS Business Use Cases to Drive Customer Engagement (cequens.com)
UCaaS and CPaaS Comparison | Meaning & Market Parameters (cequens.com)
CTA: CTA is short for Call-To-Action. It is any prompt from a business to its customers to respond in a certain way or take a certain action.
CX: CX is an abbreviation for customer experience. It is the impression customers have about a brand throughout all aspects of the buyer’s journey.
Delivery rate: The delivery rate refers to the number of SMS delivered divided by the number of SMS sent. CEQUENS has one of the highest deliverability rates available in the market.
DID numbers: Direct Inward Dialing numbers are a type of virtual phone numbers that are not directly associated with a telephone line or company. They are typically used to provide local phone numbers to worldwide customers so that any calls made to the local number are forwarded directly to the business.
Digital transformation: Digital transformation is the process of enabling business innovation through adoption of digital technologies to create customer experiences.
DNS: The Domain Name System (DNS) is a decentralized naming system for internet-connected devices and services. DNS translates domain names, such as www.cequens.com, to IP addresses that computers can understand (for example, 199.60.103.85).
DX: See Digital transformation.
Dynamic routing: Dynamic routing is an algorithmic process in which routers determine the optimal path through which data can be transmitted, based on the current condition of the communication circuit.
Email-to-SMS: Email-to-SMS is a gateway service that allows users to send SMS to any number directly from their email service provider.
Engagement: Engagement refers to any interaction, verbal or digital, between customers/consumers and businesses/organizations. It is one of the most important metrics on which success of CPaaS is measured.
Failover: Failover refers to an automated procedure in which a system switches to a backup or standby route when it detects a fault in its primary route. It is used to ensure optimum deliverability.
Failback: Failback, or Fallback, is the recovery process that follows Failover. During Failback, the system attempts to restore operations to the primary source or application.
FAQ bot: FAQ chatbot, sometimes known as Rule-based chatbot or decision-tree bot, is a type of chatbot that relies on a series of pre-defined rules to engage with customers and send the appropriate responses. In this scenario, the bot guides the customers with follow-up questions to reach ideal resolutions.
Gateway: A gateway is a node used to connect two networks with different transmission protocols together. Gateways serve as the point through which all data must pass prior to being routed for delivery.
HLR: Home Location Register is a database for all mobile subscribers to a mobile network operator (MNO). It contains information such as phone numbers, user location, services, and whether numbers are ported.
Integration: Integration, commonly associated with API Integration, refers to the seamless connectivity between various applications to perform different processes simultaneously.
Interface: An Interface refers to the specific module on which users interact with software.
Lead generation: Lead generation is the process of attracting potential customers and increasing their interest through various marketing activities such as newsletters, blog posts, and events.
MCC: MCC is short for Mobile Country Code. It is a 3-digit number used to identify GSM (Global System for Mobiles) networks and the region in which their subscribers belong. For example, the MCC for Egypt is 602. However, the country code is only used to make international phone calls. For example, to dial a phone number based in Egypt, (+20) should be added before the number.
MEA: MEA refers to the Middle East and Africa.
MFA: MFA is short for Multi-Factor Authentication. It refers to the extra protection layers that let users verify their identities before they can access their accounts.
ML: Machine Learning is a branch of Artificial Intelligence (AI) which studies computer algorithms that can improve automatically through data analysis and previous experiences.
Learn more (link to Chatbot)
MNC: Mobile Network Code is a number used to identify the carrier to which a mobile phone number is subscribed.
MNO: Mobile Network Operator (MNO), sometimes called a carrier, refers to cellular companies which provide mobile and wireless communications services. Examples include Vodafone, Orange, WE, AT&T, and Verizon.
MNP: Mobile Number Portability is a service which enables users to switch between carriers or operators without having to change their numbers.
Multichannel: Multichannel is a term used to describe customer experiences delivered by a single brand across numerous channels. Multichannel gives customers the power to engage on the platform of their preference and always ensures business availability.
NLP: Natural Language Processing is a branch of Artificial Intelligence concerned with any interaction between computer and human language. It is built into chatbots to help with their self-improvement and become better communicators.
NPS: Net Promoter Score is a market research metric which measures customer experience and predicts business growth through a one-question survey.
Number Discovery: Number Discovery, sometimes known as number lookup, is a tool which allows users to check for invalid or unreachable phone numbers in their databases and verify their validity to increase message delivery rates.
Number lookup: Number lookup, sometimes known as Number Discovery, is a tool which allows users to check for invalid or unreachable phone numbers in their databases and verify their validity to increase message delivery rates.
Number masking: Number masking is a tool used to hide private phone numbers and replace them with temporary numbers to protect the identities of involved parties. It can be used for voice calls and text messages.
Number porting: Number porting is a service which enables users to switch between carriers or operators without having to change their numbers.
Omnichannel: Omnichannel is a more integrated form of Multichannel interactions. It is a process in which businesses give access to their products and services to customers on all channels, platforms, and devices.
On-cloud: The cloud refers to data servers that are accessed over the internet, and the software that run on those servers. The cloud enables users to access files from any device in any location. To say that servers are deployed on-cloud means no physical infrastructure is needed.
On-prem: On-premises software solutions take place when companies decide to keep their application servers in a secure location within company premises. This requires in-house servers and IT infrastructure.
Opt-in: Opt-in refers to an explicit approval by customers to receive data and information through certain messaging channels. It is used to prevent spam messages and fraudulent activities.
OTP: OTP is short for One-Time Password. It is sometimes referred to as a one-time PIN. It is a dynamic password that is valid for only one login session or transaction. It is most popular among financial institutions and is considered a layer of protection.
P2P messaging: P2P stands for Person-to-Person or Peer-to-Peer. It represents a conversational exchange between two or more people without any machine interference.
PCI DSS: PCI DSS is the Payment Card Industry Data Security Standard. It is the standard for companies handling credit card payments to secure any transactions against data theft and fraud. CEQUENS is compliant with PCI DSS and is certified with ISO 27001:2013.
To learn more, read this article.
RBM: Rich Business Messaging is a conversational messaging platform available via Google APIs which enables businesses to engage with their customers through built-in SMS applications on their phones.
RCS: Rich Communication Services is a messaging protocol designed by Google which adds rich communication features such as group chats, audio, video, read receipts, and more to standard SMS messaging.
Realtime: Realtime means the systems will update information as soon as they receive it so that they are immediately available to view.
Rule-based bot: Rule-based chatbot, sometimes known as FAQ bot or decision-tree bot, is a type of chatbot that relies on a series of pre-defined rules to engage with customers and send the appropriate responses. In this scenario, the bot guides the customers with follow-up questions to reach ideal resolutions.
Scalability: Scalability refers to the ability to increase or decrease cloud storage and IT resources to meet any change in demand. This gives businesses the advantage of being highly customizable and offers flexible payment options.
Scenario: A scenario or script is used in context of chatbots to refer to the pre-defined rules written to aid the bot in engaging with customers and offering the appropriate responses.
SDK: SDK is a Software Development Kit. It is a downloadable package made available for developers to facilitate the creation of applications.
SIP trunking: SIP is short for Session Initiation Protocol. Trunking refers to the all the electrical and communications cables used by users and connects them to a network. SIP Trunks allow for flexible and reliable VoIP connectivity without having to rely on physical phone lines. They also support other data like instant messages and video conferencing.
Text-to-speech: Text-to-speech is a technology that enables text to be converted into speech sounds imitative of the human voice.
Time-to-market: Time-to-market is a business term used to refer to the amount of time it takes for a product to be available for sale from the moment it’s conceived.
URL: URL is short for Uniform Resource Locator. It is a web resource which identifies addresses on the internet by compiling different data to make websites accessible.
Virtual assistant: Virtual assistant is a term used to describe chatbots to highlight their capabilities. To learn more about Chatbot, visit this page.
Voice: Voice, or VoIP, is a technology that delivers voice communications and connectivity over the internet rather than using a telephone network. It means that people can make phone calls to each other long as they have a stable internet connection.
VoIP: Voice over Internet Protocol, or Voice, is a technology that delivers voice communications and connectivity over the internet rather than using a telephone network. It means that people can make phone calls to each other long as they have a stable internet connection.
Web Widget: Web Widget is an application embedded into a website which allows website users to interact directly with customer support agents or chatbots via text. It is used to decrease support volume and increase customer engagement.