ISelect eyes more speech analytics after $350K spend

On December 31, 2009 iSelect signed the contract for Interactive Intelligence's call centre solution without knowing a great deal about its own business requirements for out-bound calling.

Thomas said iSelect used to train people to use its call centre PABX, however the Interactive Intelligence product, which is software-only, added more features like skills-based routing where people are matched based on their demographics. For instance, young females are more likely to purchase something if they a speaking with a man.

Customer calls

"If a customer calls and says 'that's great' in a happy way in other words very different from a customer calling and saying 'that's great!' in and annoyed manner," Staples said.