A revolutionary piece of software that analyses the tone of customer messages and routes them to call agents is being used by the Belgian Card Stop project.

The new multilingual enterprise improves efficiency and the over all experience for customers and spans every communication channel to deliver a unified experience across the contact centre.

This brings together Worldline’s expertise in automatic call distribution with Eptica’s capability to manage interactions. Through a centralised knowledgebase and a powerful workflow engine it automatically analyses all incoming interactions, routing them to the best available agent.

At its heart is Eptica’s advanced Sentiment Analysis capability, which analyses the tone of incoming messages, helping to identifying the most sensitive or urgent interactions for agents to deal with. This ensures contact centres benefit from unparalleled control and flexibility, while customers receive a consistent, high quality response, whatever contact channel they choose.

It is currently being used as part of the Belgian Card Stop project, a cross-industry collaboration between all Belgian banks. It will enable customers of any bank to cancel their bank card by emailing or calling a single contact centre.

Using the solution of Worldline and Eptica, this contact centre will be able to manage the classification and routing of all customer requests received by telephone and email, in Belgium’s three official languages of French, Dutch and German.

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