Calling customers usually already have their ID number or a contract reference number to get identified. However, their coordinates may be incomplete or incorrect. Calling prospects are by definition not known by the company. Their complete coordinates will need to be collected and inserted into the company's CRM system.

In both cases, the call center needs to identify the caller and collect or verify his coordinates. This type of service often generate typing errors by the operators, who moreover must face peak calls especially during marketing campaigns. The automation of this service allows to achieve at a better cost both reliability and availability in any circumstancies.

A customer will be identified through his ID number, his name, his coordinates, his phone number, as well as a password. All these information are alreday available in the CRM system of the company.

The identification of a prospect through his name is more difficult. Indeed, since the name is generally not unique, the identification must be confirmed with the phone number and/or the address of the caller. On incoming calls, if the caller's phone number is not recognized, VocaBase® will prompt him to communicate his phone number.

A reverse directory search then allows in 80% of the cases to identify the caller's address. When the caller's address is not automatically recognized, VocaBase® gets the helps from the TeleAtlas geographical database, that includes all the regions, cities and street names associated to their phonetic pronounciation. The caller's address can therefore be collected in a few short prompts.

If name spelling is too difficult, a prospect may also be asked to record his name. At any time, callers may optionally be transferred to a live operator on simple voice request

• Availability of the service anywhere at anytime 24 * 7 * 365.
• Efficiency: 80% of the callers are automatically identified.
• Availability: the service is always available, even during peak time.
• Reliability: The addresses are collected without spelling mistakes.
• Operating costs savings in comparison with Caller identification handled by live operators.
• Complete multilingual service (each customer is guided in his own language).