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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

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