VOICE BASED DIRECTORY ASSISTANCE

Corporate Telecom Solutions (CTS) has developed a service that provides a one price solution for DA. To achieve this, we provide clients with an 800 number, which is programmed into the client’s switch to route any dialed 411 or NPA.555.1212 calls to our Operator Service Centers. The client handles the programming of the switch and using 10 digit Automatic Route Selection (ARS) completes the programming for these calls. Qualified programmers along with step-by-step programming instructions are available for customers. The change in the switch is transparent to the end user; there are no changes to the dialing patterns, and the switch handles the transfer of the call.

As the call leaves the switch, we handle the transport and servicing of the call. The call is routed, via the 800 number, to an Operator Service Center for servicing. All network components are set up with “failover,” so if there is a problem with one service center the call automatically routes to a backup. CTS takes care of all the transport contract administration and assignment.

As the call enters the Operator Service Center, it is answered by the Operator Position. The caller is queried with “For what city and state, please?”; “What listing, please?” The operator retrieves that listing, and if found, sends the audio announcement for the caller to hear. Each call to directory assistance is entitled up to two listings per call.

At the request of all clients, we have blocked Call Completion services. We have found this to be a costly and unnecessary add-on to DA expenses. Not only is the caller charged for the service, but the call is also completed and charged at the highest applicable outdialed Operator Assisted rate for the time of day.

To achieve a high level of service, we use only Telephone Company Operator Service providers for handling our calls. These are highly qualified centers that have been in the Operator Services business for many years. We constantly monitor our providers to make sure they adhere to high standards for the industry. In addition, over 99% of our database is sourced from and updated daily with over 2 million changes/additions with data from Local Exchange Carriers.