, a provider of telephony-sourced national databases of telephone listings and a wholly owned subsidiary of VoltDelta
, today announced a new real-time delivery service, called CallMatch.
With this new service, contact centers can improve call routing by viewing names, addresses, credit scores, home renter/owners, home values and other profile data for given Automatic Number Identification (ANI).
CallMatch works by sending a caller's ANI to LSSiDATA's Universal Gateway (News
) which then looks up information in LSSiDATA's proprietary databases and puts together a response record with all the names, address, telephone number, gender, date of birth and credit score predictor for the given ANI.
The service then returns the record to the contact center in real-time, enabling the agent to use the data for call routing, to pop or pre-populate screens with customer account information, or to start them on the most appropriate call flow or script for the caller.
Using XML to receive and send data, CallMatch can be easily integrated into the contact center's infrastructure. Data can then be seamlessly incorporated into the contact center's CRM systems.
"CallMatch is another great example of how LSSiDATA takes our core strengths in data and delivers a solution that provides value to our customers. ANI-pops can tell the contact enter who is calling, but CallMatch provides the contact center with data about who is calling," said Brad Schorer, senior vice President at LSSiDATA. "Contact centers can begin to differentiate their call flows immediately leading to a higher level of service and caller satisfaction."
Through LSSiDATA, CallMatch is available for implementation.
Based in Pennsylvania, LSSiDATA is an innovative provider of Directory Assistance and related data to enterprise markets and has operations and a development facility in Research Triangle Park, North Carolina. LSSiDATA maintains and makes available the most current, accurate and timely database of names, addresses and telephone numbers sourced directly from all of the major wireline, VoIP and cable telephone service providers and indirectly from over 80 million wireless telephone users.
VoltDelta refers to itself as a “systems integrator,” and specializes in delivering carrier-grade on-premise and hosted platform and database services to the worldwide telecommunications and call center markets. The company creates and integrates solutions that support all aspects of customer service call centers, including multiple customer service access methods, simple to complex phone call automation, multiple network switching, advanced call routing, collection and preservation of call context throughout a call, service customization from the wholesale to the individual caller, promotion, agent workstation software, database services, information content aggregation, collection of detailed statistics, and multiple delivery methods.
Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.
Edited by Michelle Robart