API: In A2P a software application is used to send messages to mobiles. Many businesses use A2P to communicate with customers concerning their appointments, services, product, and offers.
It’s been proven that messages have 98% open rates compared to any other means of communication. Sometimes reaching the targeted audience through the right marketing channel is the biggest challenge in 2020.
The global increased sales of the smartphone in 2020 has become a boon to business owners and marketers. Even with the increasing use of various internet marketing strategies for mobile users, having trusted communication is crucial than ever because customers are bombarded with messages every day.
A2P messaging is one of the trusted and most efficient forms of communication as it establishes the reachability of the brands. A2P messaging is also called enterprise or professional SMS.
It is a much easier means of communication when compared to email or internet-based marketing. It enables the message to reach the intended customer within seconds and it is likely that he will read the SMS on his mobile more frequently than reading an email. A2P messages help to automate the customer data collection and help the business to use it effectively.
A2P SMS has become a popular bulk messaging system for business houses starting from newbies to Fortune 500 companies.
Account Notifications: Account Notification is to send important alerts and relevant timely information to the account users.
Earlier we were using emails and telephone to keep track of customers’ notifications regarding their account updates. But today due to new technologies, there are many ways to reach them. With the help of text SMS, we can send timely updates to users.
Whether it is E-Commerce or FMCG, Retail, we often need to communicate with customers about important updates like transaction details, order updates, and various other critical information.
Compared to emails, SMS has better open rates. So they are important to keep customers in the loop and enhance their satisfaction.
Alphanumeric Sender ID: Alphanumeric sender ID is used so they can be identified more easily. The ID is constructed from any combination of numeric and alpha characters.
It is a unique sender ID that is allocated to a company or business entity to send one way SMS. This ID will be derived from the company name. All countries do not support this feature when you send SMS to a supported country, MOBtexting will use your unique sender ID. For non supported countries, MOBtexting will use a phone number.
Application to person Messaging (A2P): An SMS API provides a simple and robust way for developers to connect to an SMS gateway and send messages swiftly and assuredly. APIs are secure, reliable, flexible, and enable any application, website, or system to send or receive messages around the globe.
In A2P, a software application is used to send messages to mobiles. API’s offer distinctive and measurable benefits which can be easily brought into the business line.
Appointment Reminders: Appointment reminders help customers to be associated with their journey. These reminders will help them not to miss out on any appointments and businesses to lose interested customers. A simple text SMS or a pre-recorded IVR will serve this purpose. Businesses that send reminders are most likely to grow in the long run. These reminders to be sent hours or minutes before the beginning of that task.
Arrival Alerts: Arrival Alerts are a type of notification sent to customers when they can expect their product or service to arrive.
AI ( Artificial Intelligence): Artificial Intelligence is a method of making a computer, a computer-controlled robot, or software think intelligently like the human mind. AI is accomplished by studying the patterns of the human brain and by analyzing the cognitive process. The outcome of these studies develops intelligent software and systems.
Attribute-based routing: In contact center applications, attribute-based routing is a method of assigning tasks supporting the combination of self-defined characteristics.
Call attribution: It refers to the process of associating details of individual marketing campaigns to phone calls. It provides insight into the specifics of what efforts are generating calls and driving interactions.
For call attribution, we can add individual numbers for each and every campaign like SMS, Email, Google Ads, and Poster Ad which helps to track the results and helps us identify the suitable campaign. It also helps to get insights into the campaign.
Call Centre: Call center is the heart of the centralized service of all the business. Here calls are received to address customer problems and provide easy solutions and outbound calls are made for sales
Call Routing: Call Routing (or Skills-based Routing), is technology contact centers use to gather customer inquiries through voice, digital, or social channels, and then apply rules to route it to the agent best fit to resolve the issue.
Call Routing increases customer satisfaction by reducing the number of times a customer is transferred or on hold and decreases the average handle time (AHT).
Having instant information about the caller helps sales agents better understand customer needs. Knowing what channels callers have come through lets marketing teams know where to focus their efforts and how to improve existing campaigns. Understanding ROI is critical to spending effectively across multiple channels.
Call tracking: Call tracking provides the foundation for your marketing attribution data by capturing every call’s originating advertising source and the caller’s information, allowing you to make smarter marketing decisions.
Call Transcription: It is the process of converting the phone call conversation to text. With the help to call transcription, the customer service agent can easily understand the customer’s concern and will provide an instant resolution.
Chat Bot: Chat Bot is a software application that can be integrated with a website or app which helps to communicate with visitors and resolve their queries in a matter of time.
Present-day chatbots are the product of AI ( Artificial Intelligence) and will be programmed to respond in multiple languages. Chatbots serve as customer support executive and will reduce the emails and IVR calls load.
Click to Call: Click-to-call is a technique to generate leads passively where they directly make a call to enquire and their number is captured. It ensures maximum reach, higher conversion rate, and real-time traffic.
Cloud Contact Centre: It is an AI-powered virtual call center that provides immediate and personalized services to customers or clients.
Large organizations will face many challenges when handling communication with their customers or clients. Hence with the help of the cloud contact center, through existing applications and tools, their queries are resolved.
Customer Engagement: Customer engagement marketing is defined as a marketing strategy that focuses on increasing the engagement your customers have with your brand by delivering personalized messages and interacting with customers across whichever channels they prefer.
Ideally, excellent customer engagement is a two-way conversation, and content is the primary medium for brands to initiate and maintain the conversation. Companies can engage with customers across a variety of channels including email, web, social media, community forums, and more.
Customer Journey: It is a methodology that helps to understand and track customer behavior until our goal is achieved.
Whether it’s a website or physical store, the Customer Journey plays an important role. Customer journey comprises the customer interaction across all the channels through every stage of the customer lifecycle.
Customer Experience: Customer experience is what a customer perceives when they are associated with a brand or website and the impression your business creates. It is how they feel about the entire journey.
A positive customer experience is essential to every growing business because a happy customer becomes a loyal customer.
CRM ( Customer Relationship Manager): CRM is software that is used to capture customer data and activity. It also helps to streamline the sales process.
Customer Satisfaction Score: It is a business metric used by companies to gauge how satisfied a customer is with a particular interaction.
CPaaS (Communications-platform-as-a-service): CPaaS is a cloud-based platform that allows you to launch real-time communications with developers without having to build backend infrastructure and interfaces. It allows them to execute SMS, Voice, or other messaging capabilities without developing their communication solutions.
Call Whisper: Call whisper which is also called Call Masking is a calling feature that will appear on non – geographic telephony systems. It involves playing a message to the called party but still, the calling party continues to hear a ringing tone.
It also provides additional information such as the purpose of the call to the called party before the call begins and even allows the called party to accept or reject the call based on that information.
Direct Inward Dialing: Direct inward dialing could be a service offered by phone suppliers that routes a business’s calls through one or additional virtual phone numbers. Once employing a DID range, your business has several choices on the way to provide it. you’ll be able to set it up to ring a particular termination (whether it’s a particular employee’s extension or a selected workstation—a lobby phone, for example), otherwise, you will produce a vast range of extensions off of the number, one for every employee of the company.
DTMF (Dual-tone multi-frequency): Dual-tone multi-frequency in telecommunication means it uses a union of 2 different wave tones to represent a key. As they correspond to the layout of a telephone keypad, these tones are referred to as row and column frequencies.
When you press a key that relates to a number or symbol the phone generates a tone that at the same time combines the low-frequency signal from the row that key is in with the high-frequency signal of the column. This distinctive signal pair is then transmitted over telephone wires to the native phone exchange, wherever the 2 signals are decoded to see the numbers you’re dialing. Thus once you press the “2” key on your phone’s keypad, as an example, a combined signal tone of 1336 Hz and 697 Hz is sent to the telephone company, that then understands that you’ve simply pressed “2.” Once they receive the complete number that you just dialed, they’ll automatically route your call to it.
Dynamic Number Insertion (DNI): Dynamic Number Insertion (DNI), ties your digital marketing organic and paid to your incoming phone calls.
When a lead involves your website, DNI can show a unique phone number to every user. once known as, this toll-free number routes to the mainline of your selecting
Flash SMS: Flash SMS is that message that appears on the recipient device screen and isn’t kept within the inbox automatically.
First-call resolution (FCR): First-call resolution (FCR) is an important contact center metric which means a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.
Geo-redundancy: Geo-redundancy is replicating the prevailing data and storing it during a separate physical location just in case one website fails.
Global Title: Global Title is that the associate address of the SCCP protocol for routing communication messages on varied telecommunications networks. Global titles special addresses that see only 1 destination, however, those destinations will take issue over a given time frame.
General Data Protection Regulation: The European Union’s General Data Protection Regulation (GDPR) poses the largest modification to the regulative landscape of data privacy. GDPR aims to unify information protection all across the EU and establish data privacy and protection as a fundamental right.
GSM-7: GSM-7 is a character encoding standard used for messaging which packs the most regularly used letters & symbols in most of the languages into 7 bits each for usage on GSM networks.
GSM-7 encoded messages can carry up to 160 characters which earlier limit was 140 characters of 8 bit.
Home Location Register (HLR): Home Location Register is the definitive info of mobile subscriber data for a wireless carrier’s network. It’s the period list that matches phones, phone numbers, user accounts, and service plan information. It additionally keeps track of the user’s location on the carrier’s network, (or another carrier’s network if roaming,) therefore incoming calls are routed through the right tower.
Human takeover: When a voice bot/ ChatBot cant access the correct information, it will be handed over to the Support executive who is a human.
IVR: The IVR (Interactive Voice Response) technology has brought automation and personalization into the telephone calling experiences. A perfect IVR system helps to bring down the expense and volumes of general sales, operation, collections, inquiries, and support calls‑—to and from the business. IVR systems allow you to record customized greetings and prompts for a personalized customer experience.
Inbound Message: It means drawing customers towards your business and initiating a conversation with them.
Instant Form Filling: It is a tool in Mobile Identity Solution that allows users to automatically and instantly fill in various forms on your website or application when they’re using them on their mobile.
IMSI: (International Mobile Subscriber Identity) A 15-digit unique code associated with Global System for Mobile Communications (GSM) and Universal Mobile Telecommunications System (UMTS) network mobile phone users. The IMSI helps to identify GSM subscribers.
Intent: Intent is the intention of the customers for the approach.
Latency: Latency is a delay in response to the action curated for users by an internet application in providing information.
Live Chat: LiveChat is a web client service software system with live support, facilitated desk software system, and internet analytics capabilities. It was 1st launched in 2002 and is presently developed and offered during a SaaS (software as a service) business model by LiveChat software system.
Machine Learning: Machine Learning is a wing of Artificial Intelligence in which computer programs can learn and improve to new data without human intervention.
MI is the game-changing technological advancement of the past decade.
Machine Learning helps define the immense amount of information that is readily available in the world to assist in decision-making.
Masked Calling: Call Masking feature ensures that your phone number stays private. You don’t need to share your phone number with everyone you are calling to. You can share it only with the callers you choose. It protects both buyer’s and sellers’ smart card
MMS ( Multi-Media Service): An enhancement to the SMS text messaging service that enables images, audio, and video files to be transmitted with the text message to a cell phone.
Multichannel: Multi-channel communication merely means that communicating with customers via multiple channels like print, SMS, e-mail, net portals, and mobile applications. From an indoor management perspective, multi-channel communication involves sending out material and data via multiple channels.
MNO (Mobile Network Operator): Mobile Network Operator is the wireless service provider in the telecommunication industry. They are independent service providers that own.
Mobile Data Penetration: Mobile Data Penetration is a metric used to measure the number of smartphones in a country. It is the ratio of mobile connections to a service divided by population.
Mobile Number Portability: Mobile Number Portability allows telecom users to switch from one operator to another when they don’t like their services without changing their number.
MSIN (Mobile Subscription Identification Number): The MSIN is a unique 10 digit number. It is used to differentiate mobile phone users within mobile network operators.
The MSIN is part of the International Mobile Subscriber Identity (IMSI) number, the last 10 digits of the 15 digits long IMSI number are the MSIN.
Numeric Sender ID: Numeric Sender ID is used for 2way-SMS and is the default sender type of an SMS in standard MSISDN form.
Natural Language Processing (NLP): Natural Language Processing (NLP) is a branch of artificial intelligence dealing with the interaction between humans and computers using a natural language. The ultimate aim of NLP is to read, understand, and decode human words in a valuable manner. Most of the NLP techniques depend on machine learning to obtain meaning from human languages.
Omnichannel: Omnichannel revolves around your customer and creates a single customer experience across your brand by unifying sales and marketing that accounts for the spillover between channels
OTP (One-Time PIN) Code: OTP is a character or number which is generated automatically to be used for a single login attempt. OTP is used to protect the private credentials & data of web-based services.
OTP is an extra layer of authentication which is sent to users phone via email, SMS or voice. It reduces the risk of data theft & fraudulent login attempts.
Outbound Message: The outbound message is a message routed by a client or an application where the endpoint is mobile users.
P2P (Person-to-Person) Messaging: It means a person is sending messages to another person. A small volume of messages is sent.
P2A (Person-2-Application) Messaging: An Application is a sender here. A large volume of messages can be triggered.
Personal Data Verification: Data Verification is more crucial in the telecom industry.
With Personal knowledge Verification, you’ll be able to verify user data like given name, last name, address, birthdate after they are subscribing to your service, making an account, or creating a mobile purchase. Personal data Verification cross-checks entered by the user with the foremost current subscriber information command by the suitable Mobile Network Operator and returns the accuracy score for each submitter customer.
PSTN: PSTN (public switched telephone network) is the worldwide collection of interconnected public telephone networks. That was designed primarily for the analog telephone. When a call is made, switches at different levels create a fixed path circuit between the telephones.
Push Notification: Push Notification/ App Notification are popups from web browsers or installed apps that are predominantly used for transaction and re-engagement purposes.
RCS (Rich Communication Services): RCS stands for rich communications services. In a nutshell, RCS is a succession of SMS and MMS but with fewer limitations.
To catch up with the fast-evolving electronic communication trends, Google developed what’s referred to as RCS messages. It is an inbuilt feature enabled for the default messaging app to receive and send he will likely rich text without and limitations. RCS is more interactive and capable than simple SMS.
The ultimate aim of RCS is to make a default messaging app a multifunctional messaging platform. Its rich features allow the users to send high-resolution images, videos, emoticons, live location, audio, and video calls, create group chats, see read receipts, and other attachments.
RTP( Real-Time Transport Protocol): The Real-time Transport Protocol (RTP) is a network protocol for delivering audio and video over internet networks. RTP is employed in communication and entertainment systems that involve streaming media, like telecommunication, video teleconferencing applications.
RTP usually runs over User Datagram Protocol (UDP). RTP is employed in conjunction with the RTP management Protocol (RTCP). whereas RTP carries the media streams (e.g., audio and video), RTCP is employed to observe transmission statistics and quality of service (QoS) and aids synchronization of multiple streams. RTP is one among the technical foundations of voice-over IP and during this context is commonly utilized in conjunction with a communication protocol like the Session Initiation Protocol (SIP) that establishes connections across the network.
Roaming: Roaming in telecommunication is the term that is typically used with mobile devices. It is a facility which is provided by the mobile operator to use our phones while traveling abroad.
SaaS (Software-as-a-Service): Software-as-a-service (SaaS) is an on-demand, cloud-based software package delivery model that allows organizations to subscribe to the applications they have while not hosting them in-house. SaaS is one among many classes of cloud subscription services, as well as platform-as-a-service and infrastructure-as-a-service. SaaS has become more well-liked as a result of it saves organizations from needing to purchase servers and different infrastructure or maintain an in-house support staff.
Short Code: Shortcode is significantly shorter than telephone numbers which have 5 or 6 digits. They will be used to send & receive SMS and MMS from mobiles.
SIM (Subscriber Identity Module) Card: A element, sometimes within the variety of a miniature smart card, that’s on paper tamper-proof and is employed to associate a mobile subscriber with a mobile network subscription. The SIM holds the subscriber’s distinctive MSISDN beside secret data like a non-public coding key and encryption/digital signature algorithms. Most SIMs conjointly contain nonvolatile storage for network and device management, contact lists, text messages sent and received, logos, and in some cases even tiny Java programs.
SMS Aggregator: An aggregator is a telecoms company that has agreements with multiple MNOs to send and receive messages between their system and the MNO’s SMSC. The aggregator thus acts as an intermediary, connecting organizations (for example brands) with the subscribers of the mobile networks. This avoids the necessity of each enterprise or organization having to sign a separate agreement with each operator with whom they wish to do business.
SMS Delivery: SMS delivery is a metric used to measure the percentage of outgoing SMS & MMS messages which are delivered at their
SMS Gray Route: In between two parties or 2 countries, sending SMS is legal for one country or party and on the other hand it is illegal to another party. From the SMS campaigns made via the gray route, the revenue is generated by only one country.
SMS Gateway: SMS Gateway enables an application to send & receive SMS or MMS to mobile phones. When we have a gateway platform, we don’t need a mobile phone with a sim to send SMS.
SMS Gateway acts as an important role in A2P messaging because the volume of messages will be more. It helps to set up bulk SMS campaigns.
Sticky Sender: Sticky sender is a feature for SMS or Voice Marketing where all outbound customers’ contact comes from the same number.
This allows the application to constantly send SMS to your end-users from a single recognizable phone number which helps to build trust.
Text-to-Speech: Technology enables text to convert into speech, a sound that is imitative of the human voice.
Telephone Consumer Protection Act: The Telephone Consumer Protection Act was passed in 1991 by The United States Congress in response to consumer concerns about Telemarketing. The law sets guidelines for telemarketing practices and greater restrictions on the use of automated telephone equipment. It is required to maintain enforceable do-not-call lists.
UDH (User Data Header): UDH is a binary structure that is present at the beginning of the messages. Though it does not contain any text, it specifies how the messages should be formatted and processed.
Virtual Phone Number: Virtual phone numbers are phone numbers that are not required to be tied to a particular physical device or a fixed geographic location. Virtual numbers can present a recognizable area code for businesses to either receive calls from customers or make calls and send texts to customers. Calls to and from virtual phone numbers can route to a VoIP, wireless, or landline DID that can be located anywhere.
WhatsApp Business API: If you want to tap into a global market, the WhatsApp Business solution should absolutely be in your communications portfolio.
WhatsApp remains the indubitable leader in the messaging app market in 104 countries. Reach your users on the world’s most popular messaging app through one streamlined API, officially supported by WhatsApp to send notifications, customer service messages, and essential information.