Summary
Part of the promise of online dating services like eHarmony and Match.com is their ability to use software analytics of personality profiles to increase the successful outcome of connecting two individuals seeking a personal connection. This report looks at the impact of behavioral analytics when used to match agents to customers in real time. What approach should application development and delivery (AD&D) professionals take in factoring agent matching software into the mix of choices in their road map? Driving incremental sales within contact center interactions would appeal to both CMOs and CIOs looking to collaborate on a joint business technology agenda in the age of the customer.
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