Smarter Connections Start with Predictive Behavioral Routing

January 21, 1:00 pm EST

Have you ever had a conversation with someone where you just clicked? That “click” is a connection. Every day, thousands of conversations happen in contact centers between customers and agents. Predictive Behavioral Routing turns conversations into connections.

Through human behavior, communication preferences, and interaction history, Predictive Behavioral Routing understands the experience customers want and connects each customer with the agent who will deliver the best experience.

Paul Stockford, the Chief Analyst of Saddletree Research, reviews the contact center industry landscape to outline why the industry is on the cusp of one of the most disruptive technology changes in the last 40 years.

In this whitepaper, you will gain insights on:

The dynamic generational expectations for customer experience
The current state of contact center infrastructure from a survey conducted with the National Association of Contact Centers (NACC)
Why there is a “Contact Center Conundrum” where the current state of contact center infrastructure misses the opportunity to meet customer expectations for a personalized experience
How businesses recognize the value of smarter connections with Predictive Behavioral Routing

Download the Whitepaper

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