How Much Does That Person On the Other Line Really Know?

As the increase in outsourcing of calls continues to rise to with an estimated $280 billion spent last year on such outsourcing centers, many have increased the technology that enables them get information on the caller. An example of this is "Cisco's voice-analysis system monitors parameters including volume, cadence, tone, pitch and inflection, and then sorts callers into six personality types to help agents fine-tune call handling." There is also the use of "context data" which takes into account various factors that are being put on the caller such as weather, the time of day, the location of the call, and recent transactions. This all is to provide the help centers with an increased ability to relate to the caller and allow for the customer to feel at ease. But is it going to far???