Finding the optimal match between agent and customer is a rich and evolving process based on customer characteristics and agent performance. Customer age, gender, ethnicity, psychographic and demographic variables are all considered. These factors are then mapped against agent ability in revenue generation, customer satisfaction, and cost control.
At TRG, this happens in SATMAP, a neural-network, artificial intelligence engine for matching customers to contact center agents for both inbound and outbound environments. SATMAP interfaces seamlessly with multiple legacy PBX and call-routing systems, including Avaya, Nortel, Genesys, and Stratasoft.
TRG clients see sales performance gains exceeding 15% within three months of shifting to a SATMAP environment. Customer satisfaction typically jumps by over one standard deviation. Costs decrease by more than 8%. And improvements continue over time as SATMAP learns and optimizes.