Contact Center Solutions Featured Article

Now a TCPA Compliant Solution to Validate Leads

March 05, 2014

The Telephone Consumer Protection Act (TCPA) has banned making calls or sending texts to cellular telephones using any automated system, without the consent of the called party. This has thrown a spanner in the works for marketers and advertisers, who work with call centers to monetize customer enquiries. Bright Pattern and thinkingVOICE, working together, have come to their rescue.


Bright Pattern’s next generation cloud based contact center software when combined with thinkingVOICE’s unique self-service lead management engine helps deliver regulatory compliant lead qualification and enhancement services to end users – ideal for marketers and advertisers- as it fosters compliance and operates at scale.

thinkingVOICE works with over 12 affiliated contact centers around the world, providing a turnkey solution for campaign management and enabling them to scale and increase productivity.

At the heart of its ‘one-of-a-kind’ self-service lead management engine is a lead database that lead vendors contribute to. When these leads are submitted in real-time, they are either accepted or rejected. So leads that are incomplete or are duplicated don’t enter the supply chain at all.

Once the leads are accepted, they are passed to the Bright Pattern dialer. From there they are sent to contact center agents. Along with the leads industry-specific data-driven customer forms also appear which agents quickly fill. Hot leads head the dialer list while poor quality leads are filtered out. Leads are continuously sent to any available agent.  After verification, the leads are pushed to end-users for further action.

Having technology that validates records in real-time helps the end user get the best return on their media spend by eliminating records with bad data or rejecting records that don’t meet their standards.

“We are deeply embedded in the supply chain, working to establish and sustain best practices around lead qualification, value enhancement and agent workflow. We’re realizing significant operational efficiencies that benefit the entire ecosystem of marketers and advertisers, all of whom need high quality leads to scale their business,” said DC Cullinane, founder and CEO of thinkingVOICE.

thinkingVOICE’s ability to push for next level performance and efficiency has left a lasting impression on many of its customers.




Edited by Cassandra Tucker



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