Use Case Spotlight: Caller Identification for Call Centers

Today’s use case spotlight is all about caller identification. Whether you are a small single-person real estate business or a call center with hundreds of agents, caller identification helps in a variety of ways. As the name suggests, the most common caller identification use is identifying who is calling, and from where.

The good news is, this is where our Caller Identification APIs can help. For example, as a phone call comes into the call center, a real-time API call can be made to Whitepages Pro which will identify who is calling, and where they’re calling from.

Below you will find a sample API query along with an excerpt from the sample API resonse.

Screen Shot 2015-07-06 at 2.09.37 PM

We also have a screen pop available that shows who is calling and from what city/state.

In fact, we used the same Pro Caller Identification APIs to build our Zendesk Voice app. If your contact center is already using Zendesk voice for customer service, you can easily install the Whitepages Pro Caller ID plugin and start checking who is calling, and from where.

Though knowing the name and location of the person is helpful in most business situations, we also have several additional data attributes associated with the person, phone and location. These are great data points to route and prioritize these calls. Please look out for my next use case spotlight, coming soon!

Any other questions about Caller Identification? Let me know! Email me at kshah [at] whitepages [dot] com or simply get the API key to seamlessly integrate our name and address data for real time calls.

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