RAMP: Realtime Analytics Matching Platform

The IBM Real-Time Analytics Matching Platform (RAMP) reinvents the call center experience by using advanced analytics to to connect a caller with the optimal customer service representative in real-time. RAMP combines data about the individual customer with each contact center agents specific skills, expertise and past performance to optimize the routing of calls. IBM Global Business Services consultants designed a matching-engine which leverages this combination of customer insight, agent profiles and real-time analytics to provide individual-level decisioning and assignment of calls not available in most contact centers applications.

Category:

Science & Technology

Tags:

• ramp
• realtime
• analytics
• callcenter
• contactcenter
• matching
• customer-service
• csr