Sales Dialer & AI Calling Glossary

Glossary terms

Auto Dialer

Software that automatically dials phone numbers from a list, connecting answered calls to available agents. Auto dialers eliminate manual dialing, significantly increasing call volume. Types include predictive, power, progressive, and preview dialers.

Predictive Dialer

An advanced auto dialer that uses algorithms to predict when agents will become available and dials multiple numbers simultaneously. It analyzes historical data like average call duration and answer rates to maximize agent talk time and minimize idle time.

Power Dialer

A dialer that automatically calls the next number on a list as soon as an agent becomes available. Unlike predictive dialers, power dialers dial one number at a time per agent, ensuring a live agent is always ready when a call connects.

Progressive Dialer

Similar to a power dialer, a progressive dialer waits until an agent is available before placing the next call. It dials at a controlled pace, making it ideal for compliance-sensitive industries where abandoned calls must be minimized.

Preview Dialer

A dialer that displays contact information to the agent before placing the call, allowing them to review the lead's history and prepare for the conversation. Best for high-value or complex sales where personalization matters.

AI Voice Agent

An artificial intelligence system that can conduct phone conversations autonomously using natural language processing (NLP) and text-to-speech technology. AI voice agents can qualify leads, answer questions, schedule appointments, and hand off to human agents.

CRM (Customer Relationship Management)

Software that manages all interactions with current and potential customers. A CRM tracks contact information, communication history, deals, and tasks. Modern CRMs integrate with dialers to automatically log calls and update lead status.

IVR (Interactive Voice Response)

An automated phone system that interacts with callers through voice prompts and keypad inputs. IVR routes calls to the appropriate department or provides self-service options like account balance inquiries without needing a live agent.

ACD (Automatic Call Distributor)

A telephony system that routes incoming calls to the most appropriate agent based on predefined rules such as skills, availability, or caller priority. ACD is essential for call centers handling high volumes of inbound calls.

Call Disposition

The outcome or result code assigned to a call after it ends. Common dispositions include 'sale made', 'callback requested', 'not interested', 'voicemail', and 'wrong number'. Dispositions help track campaign performance and prioritize follow-ups.

TCPA (Telephone Consumer Protection Act)

A U.S. federal law enacted in 1991 that regulates telemarketing calls, auto-dialed calls, prerecorded calls, text messages, and unsolicited faxes. Violations can result in fines of $500 to $1,500 per call. Compliant dialers must honor DNC lists and obtain prior express consent.

DNC (Do Not Call) List

A registry of phone numbers belonging to consumers who have opted out of receiving telemarketing calls. The National DNC Registry is maintained by the FTC. Businesses must scrub their call lists against the DNC registry before making outbound calls.

STIR/SHAKEN

A framework of interconnected standards (Secure Telephone Identity Revisited / Signature-based Handling of Asserted information using toKENs) designed to combat caller ID spoofing. Carriers assign attestation levels (A, B, or C) to calls based on how well they can verify the caller's identity.

A2P 10DLC

Application-to-Person 10-Digit Long Code, a system for businesses to send SMS messages via standard local phone numbers. A2P 10DLC registration is required by major US carriers to ensure message deliverability and compliance with messaging regulations.

VoIP (Voice over Internet Protocol)

Technology that converts voice signals into digital data packets transmitted over the internet. VoIP enables phone calls through internet connections rather than traditional phone lines, typically at lower cost with features like call recording and analytics.

SIP Trunking

Session Initiation Protocol trunking is a method of sending voice and other communication services over the internet. SIP trunks replace traditional telephone lines, allowing businesses to make and receive calls using their existing internet connection.

Lead Scoring

A methodology for ranking leads based on their perceived value to the organization. Scores are assigned based on behavior (website visits, email opens), demographics (job title, company size), and engagement level. Higher-scored leads are prioritized for outreach.

Cold Calling

The practice of contacting potential customers who have not previously expressed interest in a product or service. Modern cold calling leverages AI dialers and data enrichment to improve targeting, scripts, and conversion rates.

Warm Calling

Contacting a lead who has already shown some interest or awareness of your product, through a website visit, content download, webinar attendance, or referral. Warm calls have significantly higher conversion rates than cold calls.

Call Cadence

A structured sequence of touchpoints (calls, emails, texts, social) designed to engage a prospect over time. A typical cadence might include 8-12 touches over 2-3 weeks, mixing channels and varying times of day for maximum reach.

Answer Rate

The percentage of dialed calls that are answered by a live person. Average answer rates for cold calls are often low. Number health, local presence dialing, and proper caller ID management can significantly improve answer rates.

Talk Time

The total duration agents spend speaking with contacts. Predictive dialers maximize talk time by reducing idle time between calls. A predictive dialer can dramatically increase average agent talk time compared to manual dialing.

Abandoned Call Rate

The percentage of calls answered by a person where no agent is available to take the call. Regulations require abandoned call rates to stay below a certain threshold. Predictive dialers must be carefully calibrated to comply.

Local Presence Dialing

A feature that automatically displays a local area code on the recipient's caller ID, matching the area code of the person being called. Local presence can significantly increase answer rates compared to toll-free or out-of-area numbers.

HIPAA Compliance

Adherence to the Health Insurance Portability and Accountability Act, which protects sensitive patient health information (PHI). HIPAA-compliant dialers use encryption, access controls, audit trails, and Business Associate Agreements (BAAs) to safeguard healthcare communications.

White-Label Solution

A product or service produced by one company that other companies rebrand and sell as their own. White-label dialer platforms allow agencies to offer AI calling solutions under their own brand without building the technology from scratch.

Blended Dialer

A dialer system that handles both inbound and outbound calls, allowing agents to seamlessly switch between receiving and making calls. Blended dialers optimize agent utilization by filling gaps between inbound calls with outbound campaigns.

Call Recording

The practice of recording telephone conversations for quality assurance, training, compliance, and dispute resolution. Many jurisdictions require one-party or two-party consent before recording. Modern systems use AI to automatically analyze recordings for insights.

Conversational AI

Technology that enables machines to engage in human-like dialogue using natural language understanding, generation, and context management. In sales, conversational AI powers chatbots, voice agents, and automated follow-up systems.

Omnichannel Outreach

A coordinated communication strategy that engages prospects across multiple channels: phone, email, SMS, social media, and chat, providing a seamless experience. Omnichannel platforms unify all interactions in one dashboard for consistent messaging.

Cost Per Lead (CPL)

A marketing metric that measures the total cost of acquiring one lead. CPL is calculated by dividing total campaign spend by the number of leads generated. AI dialers and integrated ad platforms can significantly reduce CPL through automation and better targeting.

GoHighLevel (GHL)

A comprehensive all-in-one marketing and CRM platform popular among agencies. GoHighLevel integrates with dialers like RizzDial for seamless lead management, automated follow-ups, and campaign tracking across SMS, email, and voice channels.

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Comprehensive glossary of terms related to auto dialers, predictive dialers, AI voice agents, sales automation, and call center technology.

Key Terms Defined

AI Calling

Your complete reference guide to auto dialers, predictive dialers, AI voice agents, compliance, and sales automation technology.

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