NewVoiceMedia has secured a new UK patent that promises to enable call center agents to use real-time social media information as customer calls come in.
The recently granted patent covers the integration of automated CLI information and IVR information to extract more personalized data about the caller.
The technology enables a search of internal data sources, partner sources, public services (Experian, Royal Mail) or the web.
Information is then prioritized and presented to the agent to support the call and allow a more meaningful and valuable interaction to take place.