New IBM Service Plays Real-Time Matchmaker In Call Centers

IBM announced a new service today which uses advanced analytics to match a caller with the optimal customer service representative (CSR) in real-time. IBM has collaborated with specialty insurance provider Assurant Solutions, part of Assurant, Inc., to develop the Real-Time Analytics Matching Platform (RAMP). The use of RAMP has enabled Assurant Solutions call centers to increase customer retention, increase sales yields and decrease agent attrition.

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