PREDICTIVE CALL CENTERS

Customer Intelligence, embedded into predictive call centers, enables enterprises to differentiate between their customers so that each customer interaction produces the most ROI.

Predictive Call Centers are built around the concept of embedding intelligence throughout the business processes and workflows of a center’s operations.

The building blocks of a predictive call center are prediction of the customer's behavior including scores for:

• Customer Churn Likelihood
• Customer Lifetime Value
• Cross-Sell and Up-Sell responses

Predictions about a customer's behavior can be used in analytical applications that are embedded within a call center’s operations.

At the heart of a Predictive Call Center are analytical applications that can be directly embedded into Automatic Call Distribution (ACD) systems, so that, before an operator even deals with a customer, predictions can be made as to their likelihood of canceling a contract and their ongoing lifetime value. If the customer is likely to leave, but offers future value, the call can be routed to a specific operator trained in retaining customers.

Once a customer is talking to an operator, analytical applications embedded into the operator’s console can recommend which incentives are likely to retain the customer, or which promotions are best suited to the customer for up-selling or cross-selling activities.