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The Most Common Call Tracking Acronyms and Abbreviations

May 04, 2023

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Call tracking is a must-have for any modern business, especially for one based on high-quality client experience. And the business should know its fundamental terms, abbreviations and acronyms at least to select the most appropriate software for creating call tracking metrics and implement it almost immediately. In this article, you will find the most common call tracking notions used in almost every software by every developer.



DNI


DNI, also known as dynamic number insertion, is a mini-program that tracks the user’s location and adds a local phone code to a common number or changes the whole number. DNI may be adjusted to react to the visitor’s age, gender, language or current time. During call tracking, it can also interchange data with search engine analytical systems and social media accounts.



TN


TN means target number — a universal phone number on the company lead-generating source. During DNI, it is replaced with a personalized number based on the user’s location or demographics, as per the call tracking metrics of a loyal client.



RN


RG is an abbreviation for receiving number. It is the softphone number of the call tracking software operator that picks up a call. RN can be individual or multichannel, international or local. The software almost always hides it from a client and replaces it with a short comprehensive number.



CTS


CTS stands for Call Tracking System and is a program complex for tracking, distributing and recording calls. CTS also has tools for analysis, transcription, storing and sorting calls, management of live calls and their records. Most CTS are decentralized cloud solutions accessible for clients via call tracking metrics login and password.



IVR


IVR goes for initial voice response. This software provides automatic sorting and consulting of calling clients. IVR offers several options and clients select the necessary by clicking a phone keyboard. Then they are redirected to voice record with a basic answer or to consulting agents for individual instructions. As a part of call tracking softwares, IVRs have several additional functions, particularly, blocking blacklisted callers.



CD


Call distribution, or CD, is a process of sorting clients and redirecting them to basic records or support specialists using software for call tracking. Basically, clients call and hear a recorded offer to select a certain option due to their purposes and circumstances by a phone keyboard.



CR


CR means call recording. It saves clients’ calls as sound files or text transcriptions, also managing and storing the records. Advanced call tracking apps contain integrated AI for voice recognition and SEO research. Most companies use CR for disputable situations and claims only. However, in some departments and during particular tasks, all calls are recorded and transcribed.



CRM


Customer relation management (CRM) is a program complex for all types of business-client interactions: searching for and reaching new customers, serving and supporting loyal clients, researching clients’ needs and forecasting market trends. CRM includes solutions for marketing, tools for sales, apps for customer support and, particularly, call tracking.



CCA


CCA is decrypted as call and conversation analytics. It is a process of receiving data sets from tracked calls and call tracking metrics themselves. Companies use CCA data sets to research the market, check their marketing strategies or audit the staff.



CI


CI, or conversation intelligence, is a type of artificial intelligence program, advanced analytical software for speech recognition and transcription, integrated into the best call tracking services. CI is also able to distinguish frequent words and phrases and consider their context.



CS


Call scoring (CS) software is a part of the call tracking service for evaluation of the call quality. It can be made by a manager or by software. Moreover, companies can ask clients to rate the call service themselves. There are numerous scoring sorts, the most widespread are a converted or failed call and a rate from 1 to 5 stars.



CM


CM means call management. CM is the system of distribution, recording and saving of calls. CM systems contain settings for creating the most time and cost-saving call tracking strategy and improving client experience.



CR


Call routing, also known as CR, is a redirecting of a client to a specialist during call tracking. It can be automatic or processed by a specialist or the client by choosing an option from a mobile keyboard. A client knows that their call is redirected and needs to wait. Therefore, CR has lower software requirements than CF.



CF


CF goes for call forwarding. CF implies redirecting of a client’s call to a number of a free specialist. Redirecting must be automatic, fast and invisible for a client. Companies often use CF during call tracking for hotlines, client consulting and purchases by phone.



GeoRouting


GeoRouting means geographical routing, forwarding a call to the centre closest to the client’s location in a call tracking. GeoRouting software may also analyse the client’s previous calls and consider their existing preferences.



Softphone


Softphone is short name for software phone. It is software for live voice calls over the internet instead of a mobile radio net that uses the device’s microphone and sound output. However, a softphone can call mobile devices and receive their calls. Softphone is a part of call tracking software based on VOIP.



VOIP


Voice over internet protocol (VOIP) is a technology for passing a live phone call over the internet as a part of the call tracking program complex. VOIP supports both softphones that are mostly used by the company’s staff and clients’ classic phones.



Omnichannel


Omnichannel, or ominous channel, unites and unifies all channels for contacts with clients: calls, messages, SMS and live chats. During call tracking, omnichannel unification allows to skip switching among dozens of numbers, messengers and social media, decreases the time of call processing and improves the client experience.



SaaS


SaaS is decrypted as software as a service. It is a type of software located on remote servers and accessible online via login and password. SaaS does not require downloading, using the company’s server or another storage. Most call tracking software solutions are SaaS.



USaaS


USaaS is an acronym for unified communication as a service. It is a call tracking cloud software that unites internet phone services, chats and messengers into a wholesome system. USaaS is primarily designed for internal communication among business departments, but it easily manages different types of communication channels with client flows.



CCaaS


The acronym CCaaS means contact center as a service. It is a complex software with built-in tools for internet phone communication, technical support, call tracking, distribution and recording. CCaaS solutions are designed for massive call flows and are usually enforced with decentralized storage.



Bonus: Abbreviations of Market Leaders


Some popular call tracking companies got abbreviations and acronyms for their brands:




  • CTM or Call Tracking Metrics is a universal CT service for all sorts and sizes of businesses.

  • The UPS tracking call system is a part of Universal Postal Services and an outstanding US tracking service for shipment business.

  • The call FedEx tracking system belongs to Federal Express, a shipment common service company.


This is just the very beginning of call tracking basics. It is a complex and complicated system with integration into numerous business departments that intensively influences business success. Researching call tracking solutions or studying with expert reviews will help a company choose the best and stand out among its competitors.