Optimize Inbound CallsKushal Shah @kshah24Susie Algard @susiealgardMay 19, 2015Visit our Booth

2

Whitepages // Confidential

55+ MILLION

UNIQUE MONTHLY USERS

30+ MILLION

MOBILE APP DOWNLOADS

20+ BILLION

CALLS/TEXTS IDENTIFIED

1000+CORPORATE CUSTOMERS

3

Whitepages // Confidential

4

Whitepages // Confidential

Inbound Calls Explosion

73

42%

billion calls

YoY growth

Source: BIA Kesley Call Analytics study 2014

6

Whitepages // Confidential

Traditional Call Center Optimization

7

Whitepages // Confidential

Only 6% of businesses are satisfied.

Source: BIA Kesley Call Analytics study 2014

8

Whitepages // Confidential

Susie Algard, CEO

10

Whitepages // Confidential

11

Whitepages // Confidential

12

Whitepages // Confidential

How We Connect

Email Lead Form

Phone Details

15

Whitepages // Confidential

16

Whitepages // Confidential

Inbound Call Scenarios

• Hesitant to call back due to incomplete information

• Unable to prioritize contacts

Missed Call

17

Whitepages // Confidential

Inbound Call Scenarios

• No prospect validation

• Difficult to tailor

• Can’t take adequate notes

Busy Broker

19

Whitepages // Confidential

20

Whitepages // Confidential

Qualifying Customers in Real Time

21

Whitepages // Confidential

320%

increase in broker

response rates

156%

increase in annual client

volume

SIGNIFICANTDECREASE

in annual client turnover

Optimizing Inbound Calls

23

Whitepages // Confidential

I’m ready to purchase.

24

Whitepages // Confidential

Spam and Scams

7%

$1.6

of incomingcalls are spam

billion lost to consumer fraud in 2013

This is the IRS. We regret to inform

you that you owe...

25

Whitepages // Confidential

The Problem

Businesses are uniquely vulnerable to spam.

26

Whitepages // Confidential

The Problem

Businesses are uniquely vulnerable to spam.

40%

162%

of incoming calls tobusinesses can be spam

YoY increasesince January 2014

27

Whitepages // Confidential

The Solution

High-speed spam detection allows for high-speed decisions

INCOMING CALLS

Phone Reputation

28

Whitepages // Confidential

The Solution

High-speed spam detection allows for high-speed decisions

1

2

3

4

NO SCORENo indications of spam activity

LOW SPAM SCORE

MEDIUM SPAM SCORE

HIGH SPAM SCOREConfirmed spam with 97% confidence

Phone Reputation

29

Whitepages // Confidential

The Solution

High-speed spam detection allows for high-speed decisions

1

2

3

4

APPROVENo indications of spam activity

LOW SPAM SCORE

MEDIUM SPAM SCORE

DEPRIORITIZE/BLOCKConfirmed spam with 97% confidence

Phone Reputation

30

Whitepages // Confidential

Data Attributes

That Matter

• Carrier

• Line Type

• Prepaid

• Do Not Call

• Location

• Spam Score

Phone Intelligence

31

Whitepages // Confidential

Leveraging Person and Address Data

Line Type

Do Not Call

Prepaid

Spam Score

Address History

Age Range

Gender

Residential or

Commercial

Single or Multiple Unit

32

Whitepages // Confidential

33

Whitepages // Confidential

kshah@whitepages.com

susie@officespace.com