This is a short list of our most frequently asked questions. For more information about Next Caller®, or if you need support, please email us at support@nextcaller.com

How large is your database?

Our database is growing every day, but we currently have over 245 million records. These phone numbers include mobile, landlines, and business lines. We have the largest, most complete, and most accurate database in the market.

How much time will my agents save with the Next Caller platform?

Agents using our platform save about 30 seconds per call. So, if your agents typically take about 40 calls a day, they will be saving half an hour a day. Not only does our service save time, but it also equips agents with more accurate information to reduce friction with callers.

Why is your data more accurate than other data providers?

Next Caller is the largest aggregator of data relating to U.S. phone numbers. We have reinvented caller ID for the modern age, and have filed 4 patents on our collation, filtration, and distribution procedures. We are also the only service in the industry that allows consumers to update and maintain their own profiles, ensuring that our data is always the most accurate.

How do you obtain your data?

We have dozens of data sources, coupled with the most intelligent algorithm in the industry for sourcing and compiling profiles. We gather information directly from telephone providers, public sources, consumer opt-ins, and other data aggregators. Because we compile data from the most providers, we are able to normalize the most accurate profiles.

Is the data OK for our company to use?

Yes. We source information from publicly available sources, so it is safe to use. As a caller ID tool, we provide information only after a customer has solicited you, so it is OK for your business use and store it. We do not provide information for outbound marketing companies or outbound solicitors. We do not allow businesses to scrape our database.

Why doesn't traditional caller ID work anymore?

Traditional landlines were designed to transmit what is known as "CNAM" data, or the 15 characters associated with a telephone number that carry the caller's name. Twenty years ago, when people placed the majority of their calls from landlines, this system worked well. But today, the vast majority of phone calls are placed using cell phones, which now outnumber landlines 6 to 1, and that ratio continues to grow. But, when carriers started offering cell service, they did not build the proper infrastructure to transmit caller information through the network. Traditional caller ID has become less effective by the day. We built Next Caller to solve the problem!

My business already has a database of existing customers. Can Next Caller still help me?

Absolutely. It is best to think of Next Caller as an extension of your existing CRM. When you receive a call, and you have a record, great! Your system will not request a profile from our database. But, if you do not have a record, your system will automatically ask us. We add value by identifying the callers you cannot.

How does your fraud detection work?

Our method of fraud detection is proprietary, but there are characteristics of every call that can only be detected by a computer. We have built algorithms to detect these characteristics, and can determine whether or not a call is originating from the physical device that owns the number. We never claim that a caller is not who they say are; we just let you know if something about that call does not look right. Our system detects call spoofing with 98.7% accuracy. If you are curious to see it in action, let us know and we will show you a demo!

How quickly will my agents receive the data?

Profile requests take about 500 milliseconds to complete.

How often do you return information? What guarantee do you offer on your information?

We provide information 60-70% of the time. We are the largest and most accurate database in the market. Our API allows businesses to flag profiles that are deemed inaccurate by your agents. Inaccurate profiles will not be charged to your account.  

What kind of data do you provide?

We provide data on name, address, zip code, e-mail, social data (Facebook, Twitter, LinkedIn), phone carrier, phone type, and demographic information, which includes, but is not limited to: household income, age, gender, marital status, presence of children in the household, and even whether or not the individual has declared bankruptcy within the past year.

How much does the service cost?

We are transparent with our pricing, because we are proud of our product and the value it provides. We tier our pricing depending on call volume, and it never exceeds 10 cents per successful match. It costs businesses much more than 10 cents per call to obtain the same data manually.

Are there any setup fees?

No, there are no setup fees.

Is there any hardware required?

No, there is no hardware required.

Do you still charge my business if you don't return any information?

No, if Next Caller is unable to provide you with information, we do not charge. This ensures that our customers always find value in our service and the information we provide.

How long does it take to integrate Next Caller?

Integration is simple, because a dip into our database is simple. If your business is using an out of the box solution, like Zendesk, Salesforce, or Five9, you can install our app in as little as 3 minutes. For enterprise clients, or businesses that use custom or home-grown systems, we offer a dedicated CTI engineer (for free) to assist your team with integration of our REST API into your current CTI application.

To start our simple, 2-step process, your developer can sign up for a free account, or contact us here.

My call center uses multiple systems. Can we still use Next Caller?

Yes! Our API outputs in multiple languages, so whenever your agents transfer a call to other departments or call centers in your company, your CTI application simply performs an API lookup with each transfer. This ensures the profiles information is not lost in transit. This eliminates the common need of having your callers re-identify themselves after being transferred.

What are the core value propositions for Next Caller?

Every business has its own unique needs, and our solution provides value in several different ways. Our data reduces friction between customers and agents, which greatly enhances the customer experience while significantly reducing operational costs for the business. We also make agents happier because they avoid asking the same mundane questions on every call. We have seen spikes in agent productivity amongst our clients, and it succeeded in reducing hold times and call abandonment rates. Our data also enables businesses to make more intelligent routing decisions, connect customers across channels, and serves as a great lead generation tool. For sales organizations, Next Caller is valuable in helping businesses to generate more revenue.

Can Next Caller identify mobile phone numbers?

Yes. We have the highest mobile match rate in the industry.

Where can Next Caller integrate into our system?

Next Caller can solve several business use cases by implementing:

  • Within the IVR - to help make intelligent routing decisions
  • At the agent desktop - to provide caller information in real time
  • Offline - to reverse append information for your CRM

How much does it cost my business to identify a caller manually?

The exact cost to your business depends on a few metrics. But in 2013, 61% of all calls to businesses were unknown and had to be identified manually. On average each manual ID takes about 28 seconds, and costs 52 cents. Next Caller can save your business up to 90% of its identification costs.

Is there any proof that Next Caller will work for my business?

We have clients across many different industries that have benefitted from our service. Drop us a line, and we'd be happy provide specific examples that relate to your business.

Is Next Caller data secure?

Absolutely. Next Caller uses AES-256 with 2048-bit RSA to encrypt user data. All user information is secured via an ISO 27001 certified data center. Because our encryption is end-to-end, even we, the service provider, can't see a members sensitive data.

Is Next Caller PCI and HIPAA compliant?

Yes. While Next Caller NEVER requires access to your internal database or your existing customer information, simply doing business in certain industries requires that our database be complaint to the same standards.

Can I test Next Caller in advance?

It would be our pleasure. Please contact us here for more information.