Caller recognition is a necessary first step to intelligent, automated routing. By combining in-house and external data sources with simple API integration, firms can significantly increase call centre efficiency to the benefit of both the customer and contact centre.
InSession helps organisations deliver cost reductions and revenue gains in the following areas:
> Reducing call transfers through increased levels of caller identification via its Knowledge based caller recognition functionality.
> Reducing implementation times for intelligent routing across internal and external data sources.
> Enhancing the ability to route calls to agents based on skills and performance.
> Increasing conversion rates and revenues through real-time recommendations as to which agent should be assigned to each caller.
> Supplying real-time external and internal data attributes to components of the telephony eco systems to inform and improve their decisioning. (IVR, Scripts, Agent desk tops, NBA, Voice recognition).