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Are you randomly routing customer calls, leading to multiple call transfers, long wait queues, and high customer frustration? CSS EDISON™ Routing Manager is a AI-powered smart routing solution that creates a behavioural customer persona at the time of their call and connects them with an associate whose persona is best suited to provide the best experience to the customer. Connecting calls to the right associate rather than to the first associate available, drives first contact resolution (FCR) rates significantly, and ultimately leads to higher customer satisfaction (CSAT) scores.
CSS Corp’s Customer Experience Transformation Platform
CSS Edison™ – CX Transformation Platform
Top 5 Emerging Trends in CX and Contact Centers