System rules engine to dynamically react to what is really happening and deliver a tailored service
The QPC MIG data engine intelligently collects and interrelates, in real-time, all customer interactions, from across your entire contact centre ecosystem, into a single string of information revealing the detail of each and every customers’ journey. QPC Select then makes this data available to your existing technology platforms so they can better automate a response to best meet the need of the customer, maximising your investment in your contact centre technology.
If you are grappling with issues like this QPC Select is the solution:
- How to route your customers to the right part of your operation to maximise first time resolution and customer experience?
- How to optimise you investment in your contact centre technology stack?
- How to maximise your contact centre efficiency and cost to serve?
- How to reduce associate or self-generated outbound?
What’s the problem?
Customers increasingly expect high levels of service. With the latent data created by your customers’ interactions with your contact centre you should be able to use this to serve the customers’ better by better anticipating their needs. But often companies struggle to leverage this valuable asset to maximise the vast investment they have made in their contact centre technology.
Instead companies simply route calls based on matching call reason to agent skill hoping this solves the customer problem. However, by unlocking additional customer context such as their previous experiences and interactions you can predict customer wants and make your systems make different decisions as to what agent or operation should handle the call.
“The solution worked at the IVR level, in real-time. We identified the customer by their CLI or account number. Collect it in real time and the call routing engine asked the question ‘is this a repeat caller?’ If it is, rather than send it on its way, we pick it up and send it to a specialist team, with other CRM information tagged to the call. For example if the segment they are in, so the specialist agent can tailor their approach. No other vendor can add this additional context to make available to the agent.”
How it works
QPC MIG data engine collects customer interaction data across multiple technology platforms, namely ACD, CFR, IVR and CRM systems, in various formats. It then joins them, standardises them, and makes them operationally actionable. This is the heart and brain of our QPC Advantage solutions suite. QPC Select then works directly with your ACD and Contact Routing Framework technologies in real-time, providing additional contextual information to the system. Informing it to make a different more intelligent decision based on a prescribed rules, triggers or desired outcomes.