Contacts & attribution

A call has two sides: the outside party (the customer or prospect) and the team member who handled it. VOIX works out who both are and links them to the call.

Identifying the contact

VOIX resolves the outside party to a contact in your account:

1. First it looks for an existing contact by phone number.
2. If that finds nothing, it searches by any company or person name spoken on the call.
3. If there is still no match and the call clearly identifies the customer, VOIX creates a new contact from the details actually stated, never invented ones, and links it to the call.

This means your contact list builds itself from real calls, and repeat callers are recognised rather than duplicated.

Attributing the agent

VOIX also tries to identify the team member on the call, using the greeting and the direction of the call to match a name to a user in the relevant team. You can also tell VOIX explicitly who handled a call when you send it.

When the agent is ambiguous, several equally plausible people, or simply not named, VOIX leaves attribution off rather than guessing. The outside party is never used as the agent, and the agent is never recorded as the contact.