"Customer Aware" Call Personalization

 Knowledge of a caller and/or caller attributes with action based on that intelligence is the foundation “personalized” call handling. More rapid call handling combined with a superior contact experience is likely to result as the agent most capable to resolving a call can proactively targeted without asking the caller questions.

• Immediately Identify – Know who is calling as soon as the call is received.
• Intelligent Routing – Transfer to the agent or agent group best fit to resolve the call. Attributes such as geo-location and home owner status might guide call routing rules to a specific contact center or to an agent group trained to up sell home improvement.
• Fortify Corporate Data – Flagging a caller as a new mover can provide invaluable intelligence to many customer care organizations. Matching new mover status to a caller deemed as a high value customer can be a trigger for a follow-up call from a specially trained agent or customer retention executive.
• Reduce Handle Time – Minimizing questions helps to reduce average call handle time.  Agent scripts can also be tailored to specific caller attributes to save time with information that is more likely to hit the mark.  
• Caller Experience – CallMatch intelligence works to make callers feel that the customer care system is optimized to assist. Reduced handle time combined with “best agent” routing delivers efficiency and effectiveness.