IBM, Assurant Introduce Real-Time Call Center Analytics Platform
Updated · Apr 12, 2010
IBM and insurance management solutions provider Assurant Solutions have introduced the IBM Real-Time Analytics Matching Platform (RAMP), which uses advanced analytics to match a caller with the best customer service representative in real time.
"RAMP relies on techniques invented and patented by Assurant to combine data about individual customers with each contact center agent’s specific skills, expertise and past performance," writes TMCnet’s Susan J. Campbell. "IBM Global Business Services consultants then designed a ‘matching-engine’ to leverage this combination of customer insight, agent profiles and real-time analytics. The result is an ‘individual-level’ decisioning and assignment of calls not available in most contact center applications."
"Within seconds of calling the call center, RAMP is activated and uses data generated from previous call center interactions to identify acceptable wait times for individual customers," Campbell writes. "RAMP then factors in agent performance and qualifications to select the best agent. If he or she is not available, RAMP will use a prediction algorithm to determine availability based on the length of the current call and historical call handle times."
Click on the following to read the TMCnet article: Customer-Agent Matchmaking Arrives in the Call Center