Consider this cable company trying to sell pay-per-view services-
When the call connected, agent were presented with credit information, service and equipment records and payment history. The agent then had to decide which ppv service to offer if any, whether there was an opportunity to upgrade equipment or if a collections effort was warranted.
With SP-CIM, it did the data collection, business analysis, and then presented a "best practices" solution for the agent to communicate to the customer.
Less time, more accurate and consistent response , more satisfied customers and better results.