Additional Information

360 Personal from Volt Delta International is a complete solution allowing directory assistance service providers to tailor the DA experience to callers’ individual preferences in a number of ways, including:

• Identifying frequent callers, profiling their usage habits and storing their preferences in order to offer them an enhanced level of service.
• Offering priority queuing to preferred callers or ushering them automatically into the relevant service option, selecting the language of choice and offering the preferred or optimum level of automation.
• Enabling language selection, which can be stored and retrieved for activities such as ACD queuing to skill groups, setting the IVR default language and messaging.
• Tailoring automation levels so that callers who prefer live operators can be identified and put through immediately.
• Identifying mobile callers whose phones are WAP or MMS capable and allowing them to receive enhanced, context-relevant information along with their inquiry listings.
• Upselling to frequent callers, who are more likely to be interested in new features and services and to take advantage of them on a regular basis.

For providers introducing personalised directory assistance to market, 360 Personal supports both implicit personalisation, in which the system is largely transparent to the user; explicit personalisation, in which callers define their preferences and settings themselves or together with agents; and combinations of the two. In doing so, it allows directory assistance service providers to fulfil the expectations of their callers and comply with the legislative and data privacy requirements particular to each country.