Breaking out of the box - Diversified Investment Advisors' CTI customer support solution - Company Operations

Communications News, April, 1997 by Jim Stewart

Other agent automation enhancements are in the works. Customer companies increasingly want service options made possible by intelligent call routing--for example to route a plan participant from the VRU to the agent who handled that person's most recent call.

This gives callers the feeling they have a "personal agent" handling their business--a factor that increases caller satisfaction and extends the customer relationship.

To achieve this, the call center will integrate intelligent call routing by deploying a product such as AnswerSoft's SmartRoute software. Currently Diversified is laying the groundwork to do this.

In the long term, Diversified's inbound call center will migrate to a blended inbound/outbound operation. Agents won't be canvassing for sales: instead they will deliver proactive services. For example, 401K rules allow participants to make certain changes to their plan on anniversary dates. When agents are not handling inbound calls, they will contact participants whose anniversary is approaching to ask if any changes are desired.