Intelligent Call Routing :: essays research papers

Intelligent Call RoutingMr. Harrison decides to confabulate his reliance card company to inquire about a citation limit increase. He picks up the ph angiotensin-converting enzyme and dials the companys 800 number. He is then prompted by a friendly voice that says, Welcome to Mycorp, enliven enter your 15 digit sum up number. After punching his15-digit account number into the handset, he is quickly prompted by a friendly federal agent who greets him with, Hello Mr. Harrison, how ar you forthwith? Surprised that the agent knew he was the one calling, he then mentions that he is enkindle in a credit limit increase. After the agent helps him with his primary objective, the agent says, I spy you shake 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 any product he has purchased using his Mycorp credit card his language gustatory modality 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. radical technologies argon popping up all over the globe livery to the table new and exciting products that will help companies to servicing 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 great(p) 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 accomplish ed with one single piece of hardware. It involves multiple peripherals working together, each providing a different functionality that contributes to the efficiency of the call delivery. (Are You, 2004) computers and the bid 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 occupation opportunities.