IBM, in collaboration with Assurant Solutions, introduces RAMP (Real-time Analytics Matching Platform)—an innovative approach to managing inbound calls. RAMP uses sophisticated applied analytics and patented call routing processes to successfully match customers and customer service representatives (CSR’s) for a more productive conversation and a better outcome.
RAMP goes beyond Skills Based Routing (SBR), the standard process used today to classify and route callers to CSR’s, by focusing on previously unexplored caller and CSR attributes. This unique insight can increase revenue by as much as 30% and can reduce CSR attrition by over 5%.
RAMP benefits from combining IBM’s deep computing and advanced analytics capabilities with Assurant Solutions industry expertise, tackling client’s most difficult business challenges. Assurant Solutions team of dedicated Decision Scientists work in tandem with IBM’s Analytics Designers to develop the industry’s most sophisticated matching algorithms and models
Assurant Solutions contact centers have been using RAMP for over 6 years, resulting in significant improvements in sales revenue, customer retention and CSR attrition. Similar improvements were observed within Fortune 100 financial services organizations where RAMP has been introduced. Discover for yourself how RAMP can benefit your business.
For additional information, contact:
Marshall Ogen
Executive Sales Consultant/Regional Vice President
856.988.9417
marshall.ogen@assurant.com