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

Principa Partners with Astra Constantine to Deliver Psychometric Solutions to Credit Grantors

Customers Can Predict Outcomes by Adding the Power of Psychometrics to Credit Determination

Solving the Credit Unaware Challenge with Psychometrics

At Principa, we engage with clients and organisations across the entire credit lifecycle and track the focus of the South African credit industry. For nearly ten years the focus has consistently been in the collection space, but recently (since early 2021) this has changed and a large number of our clients are focused on acquisitions and originations.

Predicting Customer Behaviour (PART 2)

In Part One of this two-part blog, we started providing a short overview of just some of the propensity models that Principa has developed. In this Part Two, we continue to look at different types of propensity models available across the customer engagement lifecycle that are used to predict behaviour and solve business problems.