DPG Media is the largest publisher in the Netherlands. At DPG Media, the Customer Services department is responsible for service and sales for subscribers of their brands. With dozens of strong brands such as Nu.nl, VT Wonen, AutoWeek and of course Donald Duck, there is always an active marketing campaign that results in customer contacts. DPG media believes in the power of personal contact. The live conversation is therefore of great value.
The match between customer and employee becomes more important
DPG Media and Telecats see that the match between employee and customer is becoming increasingly important. The explanation for this is that simple questions are handled automatically with self service and with the more complex contacts, commercial feeling, creativity and empathy play a big role. If an optimal match is made between the intent of the customer and the possible solution, self service or employee, there is a greater chance that a pleasant and meaningful conversation will take place. Employees and customers are increasingly being divided into groups with specific characteristics. In this segmentation, the intention is that the most ‘challenging’ customer contacts will be routed to the most experienced employees. That is still quite a challenge for organisations at the moment.
Intelligent routing with Telios CCO and speech recognition from the Cloud
DPG Media switched to Telios CCO from the cloud and is now also using speech technology to determine the intent of the caller. Telios CCO has extensive capabilities for optimising the routing of customer contacts with the use of speech recognition. When routing calls based on intent, the best possible employee with the required skills will be selected. In addition to the call, the employee automatically receives all the necessary information on the screen via CTI (Computer Telephony Integration). Has the customer been in contact before, via which channel and about what? In order to enable an employee to give the right answer, an integration with DPG Media underlying customer systems has also been developed.
Carmen Vriesema, Manager Customer Service at DPG Media:
“Telios CCO with speech recognition enables us to route our customer contact intelligently on the basis of data intelligence and machine learning. See it as a dating site: on the basis of which characteristics can we come to the best match? This intelligent routing is about more than just employee and customer characteristics. It is also possible to predict how long it will take before the most suitable employee will be available. In other words: to make the best choice for the customer at any time for the most positive experience with DPG Media.”