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Predictive Behavioral Routing Demonstration - How Does it Work? What Can it Do?

NICE Nexidia

Presented By: NICE Nexidia

Live Date: November 19, 2019. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Michele Carlson, Sr Product Marketing Manager, NICE Nexidia and

Kristie O’Donnell, Director of Solution Architecture, NICE Nexidia

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About the Webcast

You may have heard of Predictive Behavioral Routing (PBR) but might not be aware of all the powerful benefits it can bring to your contact center.  PBR transforms the call router from a tactical call delivery tool into a strategic solution to elevate the customer experience.  Instead of randomly routing calls to the longest available agent, it connects the customer with an agent who can provide the best customer experience.

In this showcase, you’ll see: 

  • Insight into the capture of a customer’s personality style and behavioral data, and how the data identifies the best agent for their concern
  • How a customer’s call is routed to the best agent for the customer
  • How KPIs improve with personalized connections
  • Results and best practices from enterprises that elevate connections with Predictive Behavioral Routing


About the Presenters

Michele Carlson, Senior Product Marketing Manager, NICE Nexidia

As a Mattersight team member for the past 11 years, Michele has developed an expertise in contact centers, customer experience, and analytics technologies that provide businesses the opportunity to understand data and customer interactions. In her role as Senior Product Marketing Manager, Michele focuses on demonstrating the value of Predictive Behavioral Routing as a key solution for businesses who want to improve their metrics while connecting with their customers. Her experiences span from consultative change management, coaching skill development, product quality, and classroom facilitation – in contact centers she has seen first-hand the power of personality and how data makes connections smarter.

Kristie O’Donnell, Director of Solution Architecture, NICE Nexidia

As a 14-year Mattersight veteran, Kristie has developed an expertise in predictive behavioral routing and analytic solutions to apply information-driven analytic approaches to solve complex and ambiguous business problems within Fortune organizations. She also has a proven track record of architecting successful solutions, directing service operations and delivering exemplary customer experience. Her experiences span from customer success, sales enablement, solutions architecture, contact center operations, data-driven analytics, change management, and human performance improvement.