When somebody already in your customer list rings from the number you hold for them, they are now greeted by their first name. “Hi, you are through to Baker Plumbing” becomes “Hi Sarah, you are through to Baker Plumbing”. It is the difference between ringing a company and ringing a company that knows you.
Only the number the phone network provides is used. A number somebody reads out over the phone is not used for this — that is the number printed on the outside of a parcel, and it is not proof of who is holding the phone. Being greeted by name also unlocks nothing on its own: what your receptionist is willing to discuss about an account is decided by the same identity checks as before, and those are unchanged.
Only a first name, and only one we are confident about. Never a surname, never an account detail, and nothing at all if the name we hold does not look like a name — imported lists often carry “Unknown” or a blank in that column, and saying that aloud is worse than saying nothing. Anyone we do not recognise, or anyone withholding their number, hears exactly what they heard before.
You can turn it off. If greeting people by name is not right for your line of work, it is a single setting in Call Studio.