LocationSmart: Equipping Contact Centers with Automated Caller Location

Contact centers are increasingly becoming the cornerstone of customer relationship management and experience optimization. Providing consistent satisfactory customer experience irrespective of the utilized method of contact is a strenuous task for CIOs, especially in an environment where migration and mobility are prevalent. It is also challenging for organizations to improve agents’ productivity while reducing the cost per call for achieving first call resolution. LocationSmart—a cloud-based location services provider serves the contact center space with the most comprehensive cross-carrier platform for local, hyper-local and context-aware application development. “As answers for these critical situations, we offer agents location context to provide customers with more tailored and personalized service,” says Mario Proietti, Founder and CEO of LocationSmart. The company reduces the need for additional contacts or callbacks and enables contact centers to deliver effective follow-up with additional details via SMS, email or in-app messaging. “We assist organizations to efficiently route and prioritize mobile, landline, online, or SMS engagements based on the geographic location of their customers,” adds Proietti.

LocationSmart delivers ubiquitous services enabling location across all forms of contact to streamline mobile engagements and help automate contact center processes for self-service. “We have built our platform on cloud technology for easy accessibility by enterprises that are secure, scalable and robust,” says Proietti. In addition to enabling real-time contextual interactions, the company’s data adds powerful geospatial intelligence to the organization’s analytics. This serves the ultimate goal of customers to understand call patterns, leading to predictive experiences in the future.

Being entirely cloud-based, LocationSmart’s solutions are available for customers through web service APIs to access location and communication capabilities through a single integration. These solutions boost organizations’ capabilities to leverage new services without necessitating any reintegration or upgrades of existing package solutions.

The company’s solutions showcase a rich portfolio of unique features like geofencing, device details and geospatial content to simplify contact center integration.