3 new “Big Data” features of contact routing systems

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:

  1. Listen to, and interpret, customer questions
  2. Access historical and real time data about customers (and their requirements), and
  3. Carry out complex ‘match-making’ calculations to connect the customer with an appropriate resource.
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