The Data Analytics Blog

Our news and views relating to Data Analytics, Big Data, Machine Learning, and the world of Credit.

All Posts

A Customer Engagement Solution To Answer Your Business Questions

August 21, 2018 at 2:07 PM

Answer your business questions with advanced business decisioning using DecisionSmart scoring, segmentation and decisioning engine to provide segmentation, scores and decisions based on your business data, and Agent X call centre virtual assistant to display information visually for optimal call centre agent performance.

customer engagement technology

What business questions are answered?

  • Which channel do I contact a customer on, to have the best chance of success?
  • Which customer is most likely to respond to a cross-sell or up-sell offering?
  • Which is the best product or solution to offer this customer?
  • What language and message would elicit the best response to my offer from this customer?
  • Which customers are most likely to churn, and are they worth retaining?
  • What offer would prevent each of these customers from churning?
  • Which dormant customers are worth re-activating?
  • What offer will re-activate dormants?

The technology behind the solution:

DecisionSmart

DecisionSmart is a dynamic scoring, segmentation and decision engine that provides accurate business decisions by processing large amounts of customer and transactional data and applying complex ruling systems. It enables effective decision-making to optimise your engagements with your customers.

decisionsmart - customer engagement technology

Read more on DecisionSmart.

Agent X

Acting as a call centre agent’s virtual assistant, Agent X provides agents with unique, real time and customer specific insight & direction; analytically derived from Principa’s proprietary decisioning engine: DecisionSmart. Agent X guides and supports agents to motivate and inspire high performance via an engaging, intuitive and dynamic interface.

Agent X - Customer Engagement Technology
 

Agent X is based on a simple RAG & icon system derived from ID number conversion (age & gender), customer status/history and account insight from system(s).

Agent X can be configured to meet the needs of Sales & Customer Service Agents alike.

Read more on Agent X.

 

We'll be available at the CCMG Contact Centre Conference Cape Town in September to discuss our Customer Engagement Technology. If you're interested in meeting up with us, simply leave a comment below and we'll be in touch to set up some time!

using data analytics for customer engagement

Latest Posts

2021: Pursuing the pockets of profit

During the COVID-19 crisis, the media has focused much on the weak economy and stressed South African consumers. Figures show an increase in unemployment and for those lucky to be employed, many suffered decreased earnings through salary cuts. All this points to a highly strained economic environment.

Are we entering a mortgage provision spiral?

The South African credit bureau TransUnion recently released data on the performance of various different products within the bureau in their ”Quarterly Overview of Consumer Credit Trends” for the third quarter of 2020. With the COVID-19 crisis, 2020 was characterised by a severe reduction in account originations and payment holidays in Q2 with a high increase in non-performing accounts in Q3 as payment holidays ceased and stressed consumers failed to pay their accounts.

The 7 types of credit risk in SME lending

  It is common knowledge in the industry that the credit risk assessment of a consumer applying for credit is far less complex than that of a business that is applying for credit. Why is this the case? Simply put, consumers are usually very similar in their requirements and risks (homogenous) whilst businesses have far more varying risk elements (heterogenous).