Gartner Research

Innovation Insight: Mediated Interaction Matching Delivers Innovation in Contact Center Personalization and Performance

Published: 14 October 2013

ID: G00257620

Analyst(s): Drew Kraus, Bern Elliot


Mediated interaction matching enhances or, in some cases, radically changes familiar contact routing approaches. Contact center solution architects can use MIM to create differentiated solutions that improve customer service.

Table Of Contents


  • Innovation Description/Definition
    • Analytics-Assisted Routing
    • Customer Choice Routing
  • Business Impact
  • Innovation Window Graphic
    • IT Impact
    • Adoption Rate
  • Risks
  • Key Technology Providers
    • Performance-Based Routing and Optimization
    • Rapport-Based Matching and Optimization

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