Smart IBM Software Could Rescue You From Dumb Call Center Hell

IBM has developed new software that uses advanced analytics in an attempt to improve customer satisfaction with call centers. RAMP, or Realtime Analytics Matching Platform, brings two sets of data--that of the caller and that of the customer service representative--and, once it has identified what the client is phoning about, hooks them up with the right person for the job.

The key to all of this is the "matching engine" developed by the firm's Global Business Services consultants. The...