How CSS Edison™ Routing Manager Enables Smarter Connections
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.
How CSS Edison™ Routing Manager Enables Smarter Connections
The Business Challenges That Hold You Back
90% customers report high frustration repeating themselves to various associates
Growing queues as associates play hot potato over who can handle the issue
Legacy call routing technologies do not focus on customer’s unique needs
Minimize Associate Handoffs with CSS EDISON™ Routing Manager
Intelligent automated call routing to the best associate for the incoming call
Real-time call mapping to associate persona based on proficiency and personality
Advanced AI creates behavioral customer personas and predictively routes the call
Outcomes Assured
ResourceCentre
24% Customer Churn Reduction for a Leading Telecom Conglomerate, Made Possible by CSS Edison™ Smart Routing Solution
Craft holistic experiences amidst increasing influence of DIGITAL MESSAGING
