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