Plain-English definitions of the terms used in call tracking, conversation analytics and AI agents, and how iovox applies each one.
Software that holds conversations with customers on a business's behalf, answering questions, capturing details and taking simple actions such as booking an appointment.
With iovox: iovox AI Agents answer every enquiry across voice, web chat, social and email in your brand voice, 24/7. They qualify leads, book appointments and hand each enquiry to your team with full context.
An AI agent that reads and answers the email a business receives.
With iovox: iovox AI Email reads every inbound email, sorts it by intent and urgency, then replies in your brand voice or escalates it to the right person with a summary.
iovox's conversation analytics. It analyses every call, chat, email and social message, not just a sample, and scores each conversation on outcome, intent, objections, sentiment and next-best action, using your own rubric and weightings. It also flags lost revenue, such as customers with high purchase intent who hung up, and results are ready within seconds of a call ending.
An AI agent that answers a business's messages on social and messaging apps.
With iovox: iovox AI Social replies to WhatsApp, Instagram and Facebook messages from one place, in your brand voice, capturing, qualifying and booking people who message after clicking your ads.
An AI agent that answers and makes phone calls for a business.
With iovox: iovox AI Voice Agents answer before the second ring, qualify every caller and send your team a complete lead record, day or night, in more than 100 languages.
Software that turns voicemail messages into text and acts on them, instead of leaving them in an inbox to be listened to.
With iovox: iovox AI Voicemail transcribes every voicemail in 100+ languages, detects what the caller wants and how urgent it is, and sends it to your CRM or team within seconds.
A chat assistant on a website that answers visitors instantly.
With iovox: iovox AI WebChat goes live with a single script tag, gives listing-specific answers and sends every lead to your CRM with the full conversation.
Turning call data into reports on what drives revenue: where calls come from, how they're handled and what they lead to.
With iovox: reports attribution by source, campaign, keyword and landing page, and traces what happened after each call: booked, sold, refunded or escalated.
Linking each phone call to the marketing, listing or campaign that produced it.
With iovox: calls can be attributed down to the keyword, landing page and journey before the phone even rings.
Capturing the audio of a phone call so it can be reviewed later.
With iovox: compliant recording in every market iovox operates in, with whisper messages for your own consent notices and encrypted storage.
Rules that decide where an incoming call goes.
With iovox: rule-based routing by time, location or source.
Showing which marketing, listing or campaign produced each phone call.
With iovox: permanent numbers for each listing, location or partner, and rotating numbers that attribute every website call to its exact campaign and keyword.
Turning the audio of a call into searchable text.
With iovox: speaker-accurate, punctuated, timestamped transcripts in 100+ languages, full-text searchable.
A short message played to the person answering a call, before it connects, telling them where the call came from.
With iovox: branded call whispers, so the business answering the phone knows the source of the lead.
Analysing what was said in calls, chats, messages and emails, rather than only counting them.
With iovox: see AI Insights.
A permanent phone number assigned to one listing, location, partner or ad, so every call to it is traced to that source.
With iovox: available in 65+ countries, on local carriers where it matters, with no scripts needed on the advertiser's site.
Showing each website visitor a tracking number tied to how they arrived, so calls from the website can be attributed.
With iovox: one small JavaScript snippet in your site's global header detects where each visitor came from and swaps in the matching number.
A notification sent to a team when a call goes unanswered, so someone can call back.
With iovox: included in iovox call tracking.
Removing personally identifiable information, such as card numbers or dates of birth, from recordings and transcripts.
With iovox: card numbers, IDs, dates of birth and addresses can be muted in the audio and redacted in the transcript, on live calls or afterwards, and every redaction is logged.
Whether an agent followed the required script or disclosures on a call.
With iovox: AI Insights can evaluate script adherence and disclosures across every conversation.
Dynamic number insertion that gives each website visitor their own number for the session, attributing the call to their exact keyword, UTM, landing page and journey.
Tracking text messages sent to a tracking number alongside calls, so they're attributed the same way.
With iovox: included in iovox call tracking.
Dynamic number insertion that gives one tracking number per channel, campaign or ad group, for channel and campaign ROI.
Labelling which parts of a recorded call were said by the agent and which by the customer.
With iovox: gives per-speaker talk time, silence, interruptions, script adherence and customer sentiment.
A website feature where a visitor asks for a phone call instead of dialling.
With iovox: one of the ways iovox turns website visitors into calls.
A call button that a business can place anywhere on its website. A visitor clicks it to make a phone call from the browser (using WebRTC), with no number to dial.
With iovox: the business receives the data from the visitor's journey with each call, and the call follows its usual IVR or whatever routing it chooses. Like any other call, it can include a whisper and be recorded, transcribed and analysed with AI Insights.
A message one system sends to another automatically when something happens, such as a call ending.
With iovox: all five iovox APIs send webhook events, such as call events, SMS activity, email delivery and chat sessions.
A 30-minute walkthrough. Your industry, your channels, your calls.