Neustar, a global information services and technology company and leader in identity resolution, has launched SmartDial, a decisioning solution that allows outbound diallers 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 behaviour 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 centres 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 dialler systems to optimize daily contact strategy files with “best time to dial” insights, increasing the efficiency of outbound dialler communications.
“Call centre managers are under constant pressure to decrease their centres’ 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 centres 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 centre 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 centre to deploy additional analysis or IT resources for integration. SmartDial accepts an organization’s daily dialler files, overlays unique phone behaviour data and interfaces directly with the existing dialler 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.
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 centre 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.
For more information about Neustar SmartDial, visit https://www.home.neustar/customer-operations/smartdial. To learn more about Neustar’s full suite of authentication, customer operations and compliance solutions, visit https://www.home.neustar/risk-solutions.
About Neustar
Neustar is an information services and technology company and a leader in identity resolution providing the data and technology that enable trusted connections between companies and people at the moments that matter most. Neustar offers industry-leading solutions in marketing, risk, communications and security that responsibly connect data on people, devices and locations, continuously corroborated through billions of transactions. Neustar serves more than 8,000 clients worldwide, including 60 of the Fortune 100.
Learn how your company can benefit from the power of trusted connections here: home.neustar.