Contacts & attribution

A call has two sides: the outside party (the customer or prospect) and the team member who handled it. VOIX identifies both 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 no match is found, 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.

As a result, your contact list is built from real calls, and repeat callers are recognized rather than duplicated. Contacts are searchable: you can look a contact up by name and view every call associated with them.

Attributing the agent

VOIX also attempts 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 may also specify explicitly who handled a call when you submit it.

When the agent is ambiguous, whether because several people are equally plausible or because no one is named, VOIX leaves attribution unset rather than guessing. The outside party is never recorded as the agent, and the agent is never recorded as the contact.