Neustar Inc., a global information services and technology company and leader in identity resolution, has launched SmartDial, a decisioning solution that allows outbound dialers to know when to best reach contacts. SmartDial is the first capability available as part of Neustar TRUSTID Decisions — a suite of decisioning solutions offering organizations automated access to optimized customer contact and channel behavior data with seamless integration into existing outreach systems for more effective and systematic outbound communication strategies.
Knowing the best time of day and day of the week to call each consumer, based on when they are most likely to answer, exponentially increases right-party contact rates and decreases operational costs. However, many contact centers struggle to find useful versions of this data or lack the IT support, resources and infrastructure required to implement this data. Neustar SmartDial integrates directly into existing dialer systems to optimize daily contact strategy files with “best time to dial” insights, increasing the efficiency of outbound dialer communications.
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“The seamlessly integrated predictive insights delivered through SmartDial, and the larger TRUSTID Decisions suite, breaks down these barriers and brings the needed innovation within reach — empowering call center managers to easily implement more effective outbound communication strategies to increase customer satisfaction, operational efficiency and revenue.”
“Call center managers are under constant pressure to decrease their centers’ head counts while improving revenue and managing net loss numbers. Add to that the stressors of limited IT support and budgets, and you’ll find that many contact centers are stuck maintaining their current systems and infrastructure instead of innovating,” said Robert McKay, senior vice president of risk solutions at Neustar. “The seamlessly integrated predictive insights delivered through SmartDial, and the larger TRUSTID Decisions suite, breaks down these barriers and brings the needed innovation within reach — empowering call center managers to easily implement more effective outbound communication strategies to increase customer satisfaction, operational efficiency and revenue.”
Neustar SmartDial delivers “best time to dial” decisioning for each contact without requiring the contact center to deploy additional analysis or IT resources for integration. SmartDial accepts an organization’s daily dialer files, overlays unique phone behavior data and interfaces directly with the existing dialer system. Dialers’ daily contact strategy files are optimized automatically with inserted dial requests indicating the times when each contact is most likely to answer the phone.
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To deliver these insights, SmartDial uses both proprietary Neustar data and customer-sourced data, informed by the company’s long-standing relationships with authoritative identity sources.
SmartDial is the first solution available as part of the Neustar TRUSTID Decisions suite and is available to call center managers across various industry sectors, including finance, collections, government, utilities, retail, health care and more. SmartText and SmartEmail TRUSTID Decisions capabilities will follow in the second half of the year.
Additional TRUSTID Decisions features will be rolled out later in the year, including identification of the best customer number (e.g. mobile or landline) to call, predictive insights on the best outreach channel to use (e.g. email, text, landline or mobile), and compliance capabilities to help organizations mitigate their risk of violating provisions of the Telephone Consumer Protection Act and consumer financial protection laws.