As part of caller identification, one of the big use cases is with call routing. Here is a typical scenario. Contoso company has 2 lines of business. B2C and B2B. For Business, Contoso has regional account managers across North America. Some of the goals of Contoso as part of optimizing its call center and customer service operations include:
(1) Avoiding SPAM calls and thus reduce operations costs. (2) Consumer facing service issues are handled by CSRs. (3) As part of Enterprise offering, business customers should be directly connected to their account managers.
Now, with Twilio and WhitePages PRO you can build this kind of efficient call center. In fact, we have gone ahead and built a call routing system that you can easily integrate into your call center application. The app consists of a Twilio number which is Contact Us number provided to everyone by Contoso. However, based on the incoming call, the call is being routed to appropriate people.
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