System and method for managing routing of customer calls to agents
摘要
說明書
Predictive modeling module 810 models behaviors of customers such as likelihood that a caller will purchase a product offered by the call center and likelihood that the caller will lapse in payments for a purchased product. The predictive modeling module analyzes each inbound customer call using data associated with a customer identifier for the inbound caller. This customer identifier may be obtained from various sources by the call evaluation sub-module 808, including enterprise customer data retrieved from customer database 822. Input data used in predictive modeling includes data retrieved from customer database 822 and may include data from other internal databases 820. Additionally, input data used in predictive modeling includes data from third-party databases 830. This input data also may include data derived from the retrieved data that has been transformed by analytical engine 804 in order to facilitate predictive modeling, as described herein.
