Real-time Internet search changes call centres

customer information from the Internet in real-time, promising a big change in the call centre experience, Fierce Enterprise Communications reports.

The UK-based company said the technology would allow agents to make use of real-time social media information as customer calls come in.

The patent, filed in the UK by NewVoiceMedia founder Richard Pickering, uses caller data to execute a search query using internal data repositories, partner sources, public services (like Experian) or other external resources like Google or Microsoft Bing. Results are then used to deliver targeted information to the receiving agent.

Call Centre Clinic quotes Pickering as saying: “This new patent award will soon enable us to integrate real-time search as part and parcel of our true cloud contact centre product, ContactWorld. This integration of search engine capabilities with existing contact centre technologies such as IVR and CRM databases will enable our customers' agents to quickly access huge amounts of callers' data from internal databases and the Internet.

“Since many major social networks are now accessible to search engines such as Google and Bing, recent social media comments from or about the calling customer could be used to identify potential issues and opportunities enabling agents to be one step ahead of the game and offer a truly unique customer experience.”