Smart Dialogue - Data collection

Industry: Financial Services Region: EMEA Technology: UC/Customer Care

First, understand your optionsA leading European bank needed to improve its contact center operations after noticing that its agents were sometimes failing to articulate essential information about new campaigns to customers. This limited the opportunity for the bank to generate revenue and for the customers to understand their best financial options.At first, the bank’s contact center managers stressed the importance of “sticking to the script,” but many times the agents would get caught up in conversation and would forget to address an important issue. Looking for an innovative way to improve this process, the bank turned to Cisco .Lending a helping handCisco’s CADI services team developed a service called Smart Dialogue, which not only records structured information about client interactions in real time, but also guides agents throughout the call so they always remember to stress important information and ask the right questions.

35% of contact centers are using real-time decisioning technology (another 40% are seriously considering it)

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Here’s how the Smart Dialogue works:

A contact center runs a predictive outbound campaign integrated with the application.

When a call lands on a Cisco Finesse agent desktop, the Smart Dialogue application sends the campaign information, reads it, and launches a proper questionnaire for the agent.

The agent walks through the questionnaire with the customer and collects all required information, while ensuring every major question is asked.

Answers are recorded and Smart Dialogue uploads the results. The application then decides whether to update the questionnaire based on recent results.