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New MindBox Call Center System Helps Guide Resolution Efforts.
MindBox has released Interactive Customer Account Manager. The intelligent system is designed for corporate call centers and servicing centers, and consists of software and services frameworks that are used to deploy a call center application utilizing intelligent scripting and proactive problem diagnosis and resolution.
ICAM is designed to save operational costs within company call centers by automating complex, error-prone and time-consuming customer support responses.
The software automatically analyzes customer accounts in real time, and provides call-center agents with dynamically generated scripts and question prompts, the company said. The scripting information is available before the support call conversation begins and is further refined based on the conversation.
The ICAM software also collects summary information about the number, types and results of all calls received and builds an internal library of resolution "cases" from which to learn and base future decision.
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Source: HighBeam Research, New MindBox Call Center System Helps Guide Resolution Efforts.