Intelligent Call Routing :: essays research papers

Intelligent Call RoutingMr. Harrison decides to peal his cite card company to inquire about a acknowledgment limit increase. He picks up the ph one(a) and dials the companys 800 number. He is then prompted by a friendly voice that says, Welcome to Mycorp, disport enter your 15 digit grievance number. After punching his15-digit account number into the handset, he is quickly prompted by a friendly divisor who greets him with, Hello Mr. Harrison, how be you now? Surprised that the agent knew he was the one calling, he then mentions that he is raise in a credit limit increase. After the agent helps him with his primary objective, the agent says, I spy you clear been traveling a lot lately would you be interested in upgrading to our new Travelers Green Card? Thats right. The agent knows a lot about him, but how? Remember the 15-digit account number he entered? To Mycorp its much more then 15-digits its about every product he has purchased using his Mycorp credit card his lang uage perceptiveness if he is past due on his bill if he is considered a high value customer to the organization the type of card he has, and much more.The call center of today is evolving at an extraordinary rate. impertinently technologies are popping up all over the globe delivery to the table new and exciting products that will help companies to dish up their customers in faster and smarter ways. One of the products with the most impact on the market today being used to accomplish this is Intelligent Call Management. Many cock-a-hoop organizations such as American Express, Wells Fargo, Charles Schwab, and Discover Card are using Intelligent Call Management to provide better service to their customers. A recent survey discovered that 90% of todays call centers are using voice-processing applications, while another 54% have introduced Intelligent Call Management into their call center. Intelligent Call Management, or ICM, cannot be accomplished with one single piece of hardwar e. It involves multiple peripherals works together, each providing a different functionality that contributes to the efficiency of the call delivery. (Are You, 2004) ready reckoners and the address have technologically collided and as a result CTI, or Computer Telephony Integration, was born. The CTI component is the most important piece in an ICM environment. With CTI, companies are improving their efficiency, lowering their operating costs, and building the infrastructure for new military control opportunities.