Contact Centers revolve around data. Customer service, telesales, account queries, call routings, hold times, average agent time – all of these data points are critical to the proper function of the contact center. Among the important data elements to gather, analyze and use are the names, addresses and telephone numbers of the businesses and individual that interact with the contact center. LSSiDATA data and services provide all types of contact centers with the ability to better understand them.
Most of LSSiDATA’s Contact Center customers use real-time interactive services such as the LSSiDATA Universal Gateway or CallMatch to find information at the beginning or even before the interaction takes place. When the contact center first receives the inbound telephone number it can be searched via the LSSiDATA Universal Gateway and matched with records found in the National Directory Assistance database, the Wireless database or LandLine Plus. The results including the corresponding names(s) and address is sent back to the contact center for database look-ups, screen pops or field auto-population. Using CallMatch the contact center can also receive data points such as estimated house value, credit score predictor and home owner / renter flag which ca, in turn, be used for call routing, call flow determination or scripting purposes. Contact centers interested in multi-modal communications can even use LSSiDATA data sets, such as the Email database to respond to a customer by phone, email, regular mail or even SMS.
No matter the size or volume of the center, LSSiDATA can help them to decrease call times and increase customer satisfaction.