New capabilities give businesses greater visibility and access to data showing the effectiveness of their branded outbound calls
Hiya, the leading call performance management cloud, announced the availability of Branded Call Intelligence, a full suite of call delivery and performance analytics for making data-driven decisions that narrow the enterprise voice performance gap. Branded Call Intelligence is part of Hiya Connect, Hiya’s SaaS-based secure branded caller ID solution.
Spam and fraud calls hurt businesses and make customers less likely to answer unidentified phone calls – that’s the enterprise voice performance gap. Hiya’s data shows that 79% of unidentified calls go unanswered. But by branding calls, enterprises can increase answer rates by an average of 80%, leading to better call engagement, more sales, and improved customer satisfaction.
However, that impact is difficult to measure without knowing which calls are being delivered with branded identity. According to Hiya’s 2022 State of the Call Report, less than 14% of businesses believe they know how their calls are being delivered and only 4% can track call delivery with any assurance.
“With Branded Call Intelligence, Hiya customers can now easily measure the impact their branded calls are having on driving sales and higher customer satisfaction.”
Branded Call Intelligence provides a full suite of customizable analytics to optimize call delivery, performance, and reputation – effectively narrowing the enterprise voice performance gap.
- Call Delivery Reports provide a transparent accounting of calls delivered with identity.
- Call Performance Reports show the impact of call identity on KPIs.
- Customizable Call Reports optimize call delivery with metrics that matter to you.
“Enterprises have invested billions of dollars in outbound call centers and need to measure their return for investment,” said Kush Parikh, president at Hiya. “With Branded Call Intelligence, Hiya customers can now easily measure the impact their branded calls are having on driving sales and higher customer satisfaction.”