NASHVILLE, Tenn.--(BUSINESS WIRE)--Sitel, a leading global business process outsourcing (BPO) provider, and SATMAP, a world leader in technology for matching customers to call center agents based on real-time analysis of diverse personality attributes, today announced a partnership to offer clients optimal call center routing solutions based on customer and agent characteristics. This collaboration is a part of Sitel’s continuous investment in new call center technologies, building on the company’s innovative call center solutions to drive a better customer experience at a lower cost.
Working with neural networks and artificial intelligence technology used by the CIA and NSA, SATMAP pairs call center agents with customers through an extensive list of more than 100 demographic, psychographic and geographic variables. Everything from gender and age 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.
“At the end of the day, Sitel is driving a higher return on our client’s customer investment needs by aligning our customer service strategy through partnerships with leading technology and process companies,” said Amit Shankardass, chief global marketing officer of Sitel. “Our partnership with SATMAP ensures that we are getting the right call to the right agent at the right time and building personal relationships for some of the world’s most renowned brands.”
SATMAP gains intelligence by continually analyzing outcomes and updating agent information and performance after each unique customer interaction. The technology is used in millions of interactions every day by Global 500 companies to increase sales, decrease costs and enhance customer satisfaction.
“Leading call center providers such as Sitel know that a customer or an agent should never be randomly selected as the ‘next one in the queue,’ but handpicked and aligned to the best agent to effectively address the customer’s unique needs,” said Bruce Wolff, EVP of Business Development at SATMAP. “Sitel and SATMAP are teaming up to demonstrate how technology continues to evolve the call center and enhance the customer conversation and experience."
SATMAP is the world’s leading provider of neural-network and artificial intelligence based real-time personality matching technology for call centers. SATMAP auditably enhances millions of interactions each day in diverse consumer-facing industries such as telecommunications, financial services, hospitality, travel, and retail. As a distinct new class of technology, SATMAP integrates with and optimizes existing contact center technology investments such as workforce management, skills based routing, cloud routing, customer relationship management software, voice analytics, call recording, and PBX telephony. A privately held company, SATMAP has provided personality-based contact center optimization since 2007. For more information, please visit www.satmaptrg.com.
Sitel is the leading business process outsourcing (BPO) call center provider; as ranked by the Black Book of Outsourcing, a Datamonitor company. Sitel’s 52,000 associates provide clients with predictable and measurable return on their customer investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s customer interaction outsourcing solutions span 135+ domestic, nearshore, and offshore call centers in 26 countries across North America, South America, Europe, Africa, and Asia Pacific. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.