More and more, ‘Big data’ will play a part in instantly getting customers to the right self-service or live agent contact handling resource. As ‘single integrated platforms’ become more commonplace, we believe that contact routing systems will increasingly have the ability to:
- Listen to, and interpret, customer questions
- Access historical and real time data about customers (and their requirements), and
- Carry out complex ‘match-making’ calculations to connect the customer with an appropriate resource.