A-Z Glossary
Key terms and concepts in customer engagement, omnichannel messaging, telephony, and business communication.
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CDP (Customer Data Platform)
A system that unifies customer data from multiple sources into a single profile.
CES (Customer Effort Score)
A metric measuring how easy it was for a customer to resolve an issue.
Chat Transfer
Moving an active conversation from one agent or team to another.
Click-to-Call
A button that initiates a phone call directly from a website or app.
Collision Detection
Preventing two agents from replying to the same conversation simultaneously.
Conversation Routing
Automatically directing incoming conversations to the right agent or team.
CRM (Customer Relationship Management)
Software for managing customer interactions, data, and relationships.
CSAT (Customer Satisfaction Score)
A metric measuring customer satisfaction with a specific interaction.
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SDK (Software Development Kit)
A collection of tools and libraries for building applications on a platform.
Sender ID
The name or number displayed as the sender of an SMS message.
SIP (Session Initiation Protocol)
A signalling protocol for initiating and managing voice and video calls.
SIP Trunking
A service that connects a business phone system to the PSTN via the internet.
SLA (Service Level Agreement)
A commitment defining response and resolution time targets for support.
SOC 2
A security compliance framework for service organisations.
Social Monitoring
Tracking brand mentions across social media platforms.
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Webhook
An HTTP callback that sends real-time event notifications to your server.
WebRTC
A browser technology enabling real-time voice and video without plugins.
WhatsApp Cloud API
Meta's hosted version of the WhatsApp Business API.
WhatsApp Message Template
A pre-approved message format required for initiating WhatsApp conversations.
Latest Articles
Dive deeper into these topics with our latest blog posts.
Customer Service Management in 2026: How Lodgestory Transforms Support into a Growth Engine
Customer Service Management (CSM) is the strategic management of customer interactions across every channel to improve satisfaction, speed, and loyalty. Lodgestory transforms CSM through AI automation, omnichannel integration, and analytics, helping businesses evolve support into a growth engine.
What Is Call Time? Understanding, Measuring, and Optimizing Voice Efficiency with Lodgestory
Call time measures the total duration an agent spends handling a voice call, including talk, hold, and wrap-up time. Learn how Lodgestory helps businesses understand, optimize, and balance efficiency with empathy through AI-driven voice automation.
What Is Ticket Management? How Lodgestory Transforms Customer Support Efficiency
Ticket management centralizes and automates customer issue handling across all communication channels. Lodgestory enhances this process with AI-driven routing, SLA tracking, and omnichannel visibility for faster, smarter resolutions.
Mastering First Call Resolution (FCR): How Lodgestory Helps Businesses Resolve Customer Issues Faster, Smarter, and at Scale
First Call Resolution (FCR) measures an organization's ability to resolve customer issues in their first interaction. This blog explores how Lodgestory’s omnichannel platform and AI tools help businesses improve FCR, boost satisfaction, and cut costs.
Understanding First Response Time (FRT): The Core of Faster, Smarter Customer Service with Lodgestory
First Response Time (FRT) is the key metric that measures how quickly businesses respond to customers. With Lodgestory, you can reduce FRT via AI agents, unified inboxes, and SLA-based automation to deliver faster, smarter responses.
What Is Call Disposition — And How Lodgestory Turns Every Call Into Actionable Intelligence
Call disposition turns every customer call into structured data. With Lodgestory’s AI-driven omnichannel suite, businesses can automate, analyze, and act on call outcomes for faster, smarter service.
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