• The Four Hundred
  • Subscribe
  • Media Kit
  • Contributors
  • About Us
  • Contact
Menu
  • The Four Hundred
  • Subscribe
  • Media Kit
  • Contributors
  • About Us
  • Contact
  • IBM and Assurant Unveil ‘RAMP’ for Intelligent CSR Call-Routing

    March 23, 2010 Alex Woodie

    If you’ve ever called a 1-800 number for a company and been frustrated because you have to repeat yourself over and over as you explain why you’re calling to each new customer service representative (CSR) who has the distinct privilege of speaking with you this fine day, then you’re probably wishing the company would install the new Real-Time Analytics Matching Platform (RAMP) appliance jointly unveiled by IBM and Assurant Solutions last week.

    Created through the joint collaboration between IBM and Assurant, a developer of risk management solutions for the insurance industry, RAMP is a Unix-based application pre-loaded onto a System p server that uses advanced analytics to match a caller with the “optimal” CSR.

    The offering works by analyzing data from previous calls with each particular caller, and determining how long that customer is likely to wait before hanging up and moving her business to the other leading brand. It also identifies CSRs who possess the skill sets and performance level (likely the ability to wrap up a call quickly) that would be the best fit for each particular call, and determines how long the caller must wait in the queue before that CSR becomes available. RAMP performs all these calculations within seconds, which hopefully shaves minutes off the wait times for critical calls, and keeps unhappy customers from getting, well, more unhappy.

    There is proven science behind RAMP’s software, which is based on techniques invented and patented by Assurant. The Atlanta, Georgia, company boasts that its call routing technology has increased customer-retention revenue by an average of 37 percent and boosted overall sales revenue by 29 percent in the first five years of use among call-center customers. Those are tantalizing numbers for companies that are struggling to retain customers, who are more willing and able than ever to switch to competitors based on one bad customer service experience.

    An IBM spokesman says RAMP today is offered on Unix (meaning AIX), DB2, and WebSphere, and said the company is considering porting it to other, unspecified operating systems. IBM is selling RAMP to companies in the insurance, financial services, and telecommunications industries through its Global Business Services’ business analytics and optimization (BAO) service line.



                         Post this story to del.icio.us
                   Post this story to Digg
        Post this story to Slashdot

    Share this:

    • Reddit
    • Facebook
    • LinkedIn
    • Twitter
    • Email

    Tags:

    Sponsored by
    WorksRight Software

    Do you need area code information?
    Do you need ZIP Code information?
    Do you need ZIP+4 information?
    Do you need city name information?
    Do you need county information?
    Do you need a nearest dealer locator system?

    We can HELP! We have affordable AS/400 software and data to do all of the above. Whether you need a simple city name retrieval system or a sophisticated CASS postal coding system, we have it for you!

    The ZIP/CITY system is based on 5-digit ZIP Codes. You can retrieve city names, state names, county names, area codes, time zones, latitude, longitude, and more just by knowing the ZIP Code. We supply information on all the latest area code changes. A nearest dealer locator function is also included. ZIP/CITY includes software, data, monthly updates, and unlimited support. The cost is $495 per year.

    PER/ZIP4 is a sophisticated CASS certified postal coding system for assigning ZIP Codes, ZIP+4, carrier route, and delivery point codes. PER/ZIP4 also provides county names and FIPS codes. PER/ZIP4 can be used interactively, in batch, and with callable programs. PER/ZIP4 includes software, data, monthly updates, and unlimited support. The cost is $3,900 for the first year, and $1,950 for renewal.

    Just call us and we’ll arrange for 30 days FREE use of either ZIP/CITY or PER/ZIP4.

    WorksRight Software, Inc.
    Phone: 601-856-8337
    Fax: 601-856-9432
    Email: software@worksright.com
    Website: www.worksright.com

    Share this:

    • Reddit
    • Facebook
    • LinkedIn
    • Twitter
    • Email

    Sponsored Links

    Help/Systems:  Robot/CONSOLE monitors System i resources automatically
    Northeast User Groups Conference:  20th Annual Conference, April 12 - 14, Framingham, MA
    COMMON:  Join us at the annual 2010 conference, May 3 - 6, in Orlando, Florida

    IT Jungle Store Top Book Picks

    Easy Steps to Internet Programming for AS/400, iSeries, and System i: List Price, $49.95
    The iSeries Express Web Implementer's Guide: List Price, $49.95
    The System i RPG & RPG IV Tutorial and Lab Exercises: List Price, $59.95
    The System i Pocket RPG & RPG IV Guide: List Price, $69.95
    The iSeries Pocket Database Guide: List Price, $59.00
    The iSeries Pocket SQL Guide: List Price, $59.00
    The iSeries Pocket Query Guide: List Price, $49.00
    The iSeries Pocket WebFacing Primer: List Price, $39.00
    Migrating to WebSphere Express for iSeries: List Price, $49.00
    Getting Started With WebSphere Development Studio Client for iSeries: List Price, $89.00
    Getting Started with WebSphere Express for iSeries: List Price, $49.00
    Can the AS/400 Survive IBM?: List Price, $49.00
    Chip Wars: List Price, $29.95

    Companies Say Software Support Is Satisfactory Using UNION for Data Analysis

    Leave a Reply Cancel reply

Volume 10, Number 12 -- March 23, 2010
THIS ISSUE SPONSORED BY:

Databorough
Bytware StandGuard Security
RevSoft
Patrick Townsend Security Solutions
WorksRight Software

Table of Contents

  • CoralTree Toolkit Streamlines CGIDEV2 Web App Development
  • Info Builders Updates Dashboarding Solution
  • Unitrends Adds Cloud-Based Storage to Backup Offering
  • HiT Bolsters Data Synchronization Tool
  • LTO Tape Drives: More than 3 Million Served
  • Fly Doc, Fly: Esker Updates Online Mail and Fax Service
  • Insurance Company Chooses Attunity for DB2/400-to-SQL Server Replication
  • IBM and Assurant Unveil ‘RAMP’ for Intelligent CSR Call-Routing
  • Vision Touts High Availability Install at Food Distributor
  • Construction App from CGC Gets a Web Portal

Content archive

  • The Four Hundred
  • Four Hundred Stuff
  • Four Hundred Guru

Recent Posts

  • Liam Allan Shares What’s Coming Next With Code For IBM i
  • From Stable To Scalable: Visual LANSA 16 Powers IBM i Growth – Launching July 8
  • VS Code Will Be The Heart Of The Modern IBM i Platform
  • The AS/400: A 37-Year-Old Dog That Loves To Learn New Tricks
  • IBM i PTF Guide, Volume 27, Number 25
  • Meet The Next Gen Of IBMers Helping To Build IBM i
  • Looks Like IBM Is Building A Linux-Like PASE For IBM i After All
  • Will Independent IBM i Clouds Survive PowerVS?
  • Now, IBM Is Jacking Up Hardware Maintenance Prices
  • IBM i PTF Guide, Volume 27, Number 24

Subscribe

To get news from IT Jungle sent to your inbox every week, subscribe to our newsletter.

Pages

  • About Us
  • Contact
  • Contributors
  • Four Hundred Monitor
  • IBM i PTF Guide
  • Media Kit
  • Subscribe

Search

Copyright © 2025 IT Jungle