Automated DA
Superior speech-recognition technology and a best-in-class national listing database combine to deliver the industry’s best automation success rates. We guarantee that no less than 60% of your total monthly DA call volume will be billed at our lower Automated DA rate. (Calls that cannot be automated by the platform are automatically transferred to a live operator for further assistance.)
Live Operator DA
USDA’s operator workstations are fully integrated with our Automated DA platform and national listing database. When a call arrives, operators are furnished with important information about the caller and the carrier, which allows them to handle calls without having to re-ask questions like “what city and state?” These capabilities and others enable operators to handle calls with optimal efficiency – usually in less than 30 seconds.
DA SERVICE FEATURES:
Telco Listing Data – We use a best-in-class national listing database (NLDB) containing 160 million business, government, and residential listings. It’s best-in-class because it’s original-source, meaning listings come directly from local exchange carriers. The NLDB is updated daily, which is essential for quality service because 20+ million listing changes occur each month. USDA’s Automated DA and operators have access to listing changes within 24-48 hours.
Google Search – We augment the NLDB with the ability to search Google. Our operator workstations search the NLDB and Google simultaneously, allowing operators to quickly check Google results if the listing isn’t found in the NLDB.
Customized Branding – We’ll answer your calls using a custom branding announcement on the front-end of the call. Simply send us a .wav file with your recorded announcement or we can create one for you using our professional voice talent.
Automatic Call Completion – Call completion adds convenience for your customers while enhancing your brand and your bottom line. You can choose to complete all calls or provide callers with the option to complete their call.
SMS Textback (wireless providers with more than 100,000 monthly DA calls only) – Wireless carriers can give their customers the option of having an SMS Text Message containing the requested listing information sent to their wireless device.
Spanish Language Support – We can handle listing requests in Spanish as a secondary language. We use a prompt on the front-end of the call informing callers to press 2 for Spanish.
Address Search – We support caller’ requests for address information based on a listed name.
Reverse Number Search – We support callers’ requests for name and address information based on a listed phone number.
Connectivity Options – Carriers and other service providers can interconnect directly with USDA’s service platform using peer-to-peer SIP, a toll-free number, or private IP circuits. Additionally, USDA has its own AS number, which allows carriers to interconnect via an IP Exchange (IPX) using BGP. ‘
DA Quality
Finding listings is easy. Doing it in a way that builds loyalty to your brand is what separates USDA from the competition. Highest quality DA service requires the right technology, the best listing database, and well-trained agents. And to ensure we’re delivering quality, we constantly monitor our performance and share the results with you. Do you have KPIs you need us to meet? No problem, we’re expert at delivering service that meets the standard call handling quality metrics of Answer Speed, Abandonment Rate, Answer Rate, and Service Level.
Contact Us to learn more.
Data Security
USDA values carrier’s and their subscribers’ privacy. Handling directory assistance calls necessarily involves the capturing of private information such as the caller’s phone number, the caller’s listing request, and the IP address of the carrier’s network peering device. To protect your data from unwanted intruders, we monitor our network 24×7 to identify irregular traffic patterns and potential attacks.
USDA conducts an annual risk assessment and security audit to ensure that critical systems and data are protected and secured. For example, in 2019 we completed a project to deploy two-step authentication on all systems housing sensitive data and we upgraded to next-generation encryption algorithms to enhance the protection of transmitted data.
Contact Us to learn more.