Major insurance solution company improves sales conversion rates and lowers agent attrition when it implements an analytics-based routing solution, RAMP, developed collaboratively by IBM Global Business Services, Business Partner Genesys and Avaya
Riverside depended upon an elementary and outdated contact center infrastructure that included a dated,
proprietary Integrated Voice Response (IVR) System that was operating at its limits. As the bank’s business grew
and customer service calls increased, the contact center w...