InfoCision Taps Real-Time Agent Personality Matching Technology

InfoCision Management Corporation announced a formal partnership with SATMAP Incorporated, a provider of real-time personality analysis and routing software for the call center industry.  This will enable InfoCision to offer SATMAP technology to its call center clients.

SATMAP uses artificial intelligence technology to pair call center agents with potential customers.  In milliseconds, SATMAP analyzes more than 100 demographic, psychographic and geographic variables.  Everything from consumer products and entertainment preferences to location and education are analyzed in billions of combinations to optimally connect calls with specific agents who are most likely to succeed with a specific customer.

By matching individual callers with the best agent for that call, InfoCision can proactively enhance customer interactions by providing exceptional customer experiences to build customer loyalty, optimize conversion rates, and increase the retention of high-value customers.

“Partnering with SATMAP provides us a competitive differentiator in the marketplace. Our Communicators are already trained and coached on how to be the best in the business and SATMAP will allow us to further our lead by optimally pairing our communicators with callers based on personality – even before a call is connected,” said Carl Albright, InfoCision president and CEO.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Leave a Reply