Movate Edison Routing Manager

Connect your customers to the right associates in the first call with Movate Edison Routing Manager

Customer personality based intelligent call routing solution

Are you randomly routing customer calls, leading to multiple call transfers, long wait queues, and high customer frustration? Movate Edison Routing Manager is a AI-powered smart routing solution that creates a behavioural customer persona at the time of their call and connects them with an associate whose persona is best suited to provide the best experience to the customer. Connecting calls to the right associate rather than to the first associate available, drives first contact resolution (FCR) rates significantly, and ultimately leads to higher customer satisfaction (CSAT) scores.

How Movate Edison Routing Manager enables smarter connections

Customer persona factors

  • Quality of service score
  • Past interactions
  • Customer intent & sentiments
  • Past shopping behavior
  • Expected outcomes

Associate performance factors

  • Associate performance on KPIs
  • Personality types
  • Process skills
  • Technical skills
  • Soft skills

Machine learning

  • VoC
  • Sales/Finacial
  • Associate
  • Real-time condition
  • Interaction
  • CRM
  • Customer

The business challenges that hold you back

  • 90% customers report high frustration repeating themselves to various associates
  • Growing queues as associates play hot potato over who can handle the issue
  • Legacy call routing technologies do not focus on customer’s unique needs

Minimize associate handoffs

  • Intelligent automated call routing to the best associate for the incoming call
  • Real-time call mapping to associate persona based on proficiency and personality
  • Advanced AI creates behavioral customer personas and predictively routes the call

Outcomes assured

  • Up to 24% Reduction in Average Handling Time
  • 10 – 25% Improved First Contact Resolution
  • Over 12% CSAT Score Improvement

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