SATMAP is an artificial intelligence application that transforms the way contact centers operate. It is a neural-network based call-mapping engine that connects customers to contact center agents by taking into account key psychographic and demographic factors. It allows smart skill-based routing by mapping numerous variables and analyzes the outcome of every call. It segments customers based on personality, making the ultimate decision for agent assignment that consistently result in higher-quality interactions. SATMAP does not require any change to recruitment, selection, training, compensation or any other existing business practices.
