SkySwitch and Telo Improve Caller ID for Hosted PBX Resellers
SkySwitch and Telo have partnered to provide enhanced Caller Name lookups to SkySwitch Resellers.
SkySwitch, provider of the ultimate white label platform for hosted telecom resellers, today announced a partnership with Telo for enhanced Caller Name lookup capabilities that yield an industry-leading accuracy rate of over 93%.
The ability to see a caller’s name as part of the Caller ID when you receive a phone call is a service provided by your phone company that is often taken for granted and, just as often, misunderstood. This service (sometimes referred to as CNAM) requires that your phone company query a caller name database to associate a name with the caller’s phone number every time that you receive a call. Errors in caller name are a frequent cause of customer complaints for providers of hosted PBX and UCaaS service.
According to SkySwitch CTO, Blake McKeeby, “the problem stems from the fact that there is no single database that contains the caller name information for all U.S. callers. Because phone companies publish and query caller name information from disparate aggregators, inconsistencies often arise. This means that the caller name you see when you answer a call can be different from the caller name that is seen by someone else. The confusion is compounded by the fact that some cell phone carriers do not publish caller name information at all, resulting in generic names such as ‘wireless caller’ being shown as part of the Caller ID.”
“The inconsistency of caller name results has been a pain point for SkySwitch resellers, who must field calls from end users that often don’t understand the inner workings of the telephone network. So we decided to try to make things better. And, after extensive research we found a shared desire with Telo, creator of the well-known OpenCNAM data service” continued McKeeby.
Brent James, COO for Telo, states that “the collaboration emerged through discussions centered around customer feedback and a shared vision for quality of service. SkySwitch was among a small group of specifically selected carriers to work with Telo to implement improvements to OpenCNAM. By virtue of this product development relationship, OpenCNAM Plus has been able to achieve an increase of its already industry-leading caller name match-rate from 87% to over 93% domestically.”
The improvements in CNAM results have translated to a demonstrable decrease in customer service calls for SkySwitch resellers. According to Guy Fawkes, CEO of Telepath Communications in Tampa, Florida, “SkySwitch listened to my feedback when I informed them about the caller name complaints I was receiving. Ever since they put changes into effect, the complaints have stopped. This is just another example of how SkySwitch helps me to run my business more efficiently.”
Telo pioneered the first developer friendly telephony data API in 2011 with the launch of OpenCNAM. Since then, Telo has expanded its developer-focused product line to include EveryoneAPI, a highly advanced reverse phone append API, and released subsequent versions of OpenCNAM including the current third-generation version, which extends Caller ID coverage to over 200 countries globally. Telo is committed to leading data services innovation for telephone carriers and enterprise businesses worldwide. For more information on OpenCNAM please visit: https://www.opencnam.com
About TELEPATH Communications
TELEPATH Communications is a Florida based Voice Over IP and Managed Service Provider that has been in operation since 2004. With expertise in all aspects of networking and technology management, TELEPATH Communications serves as a trusted technology advisor to small and medium sized businesses in the Tampa metro area. For more information, visit: http://www.calltelepath.com
SkySwitch (www.skyswitch.com) is a US-based, next-generation communications platform provider. SkySwitch delivers a comprehensive white label communication service and back office support to our resellers. This enables our resellers – communication, telecom, IT service providers – to offer a branded, cloud-based, Hosted PBX Service and unified communications and collaboration services (UCCaaS) to their subscribers without the requirement to invest in or manage the platform from which the service is offered. The SkySwitch platform includes not only the infrastructure to deliver feature rich voice, video, text and fax communications, but also all operational and business support systems necessary for a reseller to experience rapid growth and profitability. This includes billing, carrier services, DID porting services, and regulatory compliance.