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by Konstantin Kishinsky, CEO, BrightPattern - September 8, 2014

thinkingVoice Self-Service Lead Enhancement Engine

Konstantin Kishinsky, CEO, BrightPattern
+1 650-529-4099
Konstantin.Kishinksy@brightpattern.com


thinkingVoice has created a one-of-a-kind self-service lead enhancement engine that improves agent yield, delivers better quality leads to end users, and ensures regulatory compliance, to better service the education, mortgage, insurance and other markets. The system creates simplicity, fosters compliance and operates at scale.

The engine is for marketers and advertisers that require regulatory compliant lead qualification and enhancement services in order to improve lead quality and scale their business. thinkingVoice’s solution is vertically agnostic but has been launched in the education, mortgage, insurance and eldercare services industries.

Dynamic Form Capability

At the heart of the system is the lead database, which is fed by multiple lead vendors, and a dynamic form capability for contact center agent screen pops, which delivers an industry standard form for every call, which unifies the data passed down stream to end-users.

The database wrapper positively acknowledges or rejects every lead submitted in real-time, preventing duplicate, or incomplete, leads from entering the system at the fountainhead. This keeps bad data from entering the supply chain, and prevents lead vendors from billing for the same lead twice. The wrapper also tracks rejected leads by source, and can automatically flag and shut down a lead vendor with high reject rates.

As leads come in, they are also categorized by industry and source. This is an important step for end-users to be able to select, via the self-service interface, the leads they receive downstream. They are also marked for priority.

After the leads have been accepted into the database, they are passed to the Bright Pattern dialer for an agent to call for qualification. The dialer pops a screen for the agent with a data-driven custom form, specific to each industry. The agent need only read a script to the contact and record the answers to the questions on the form. “Hot leads” are prioritized and sent to the top of the dialer list, and the form helps filter out poor quality leads before they proceed further downstream.

Agents are not restricted to individual campaigns – the system constantly works to deliver leads to any available agent, regardless of industry or campaign, to improve agent yield; it works because the form completion process is simple and quick for the agent.

Leads that have been verified and enhanced are pushed via API directly to the end-user system, for their agent to take action. Hot transfers are accomplished with a simple push of the button on the part of the agent – no need for the agent to dial any numbers.

Reporting

Any data captured in the system, whether it be from the lead vendor or the contact center agent, can be used to populate a report.

thinkingVoice provides reports back to lead vendors and to end-users, providing details on the quality of the leads as recorded by the engine. With the reporting engine, thinkingVoice is able to provide complete cloud-based audits of the entire lead value chain, to document the increased value it adds at every step.

Benefits

One of the many benefits to the end-user is that it pushes the bulk of the low-level lead sourcing, qualification and enhancement work back in the supply chain to thinkingVoice and the lead vendors, allowing the end-user to focus on core competence, such as writing insurance policies or enrolling students in education programs. Regulatory compliance is also enhanced, ensuring that end-users maintain their ‘good citizen’ status within their industry.

For more information on this unique solution, contact www.thinkingVoice.com or www.BrightPattern.com