IBM plays matchmaker: New system to optimise call centre service
IBM has unveiled a system that was jointly developed with speciality insurance company Assurant Solutions to help match customers with the most appropriate call centre agent to handle their query.
Although Assurant has been using the Real-Time Analytics Matching Platform (Ramp) in-house for some time, the offering has now been tweaked so that it can be configured to work in other financial services, telecommunications and cable TV sectors.
Michael Shroeck, vice president of business analytics and optimization services at IBM Global Business Services, said: "Ramp enables our clients to enhance customer satisfaction, reduce attrition, increase revenue and improve contact centre productivity, resulting in better overall company performance."
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