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I am looking for contact center software that would allow us to suggest products to a customer based upon his/her needs. For example, a customer we have already segmented into a cluster calls requesting certain information. The system would display to the customer service representative (CSR) information that we have previously collected about the customer, as well as what additional services (cross-sells, up-sells) we can offer to the customer. I am not familiar with the technology that exists today, so any insight, along with companies that successfully use this technology, would be helpful.

I am looking for contact center software that would allow us to suggest products to a customer based upon his/her needs. For example, a customer we have already segmented into a cluster calls requesting certain information. The system would display to the customer service representative (CSR) information that we have previously collected about the customer, as well as what additional services (cross-sells, up-sells) we can offer to the customer. I am not familiar with the technology that exists today, so any insight, along with companies that successfully use this technology, would be helpful.

7/19/2006
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Question
I am looking for contact center software that would allow us to suggest products to a customer based upon his/her needs. For example, a customer we have already segmented into a cluster calls requesting certain information. The system would display to the customer service representative (CSR) information that we have previously collected about the customer, as well as what additional services (cross-sells, up-sells) we can offer to the customer. I am not familiar with the technology that exists today, so any insight, along with companies that successfully use this technology, would be helpful.

Answer

As you pointed out, contact centers waste between 90% and 98% of actionable customer insights because they lack the process, technology and applications to capture, analyze and leverage “unstructured” customer communications, rich with information and feedback. Conquering the “unstructured” data challenge is the next frontier in contact centers and one that will distinguish proactive and engaged service and sales environments from those that are merely reactive.

For years, contact centers have been involved in up-selling and cross-selling and this activity is becoming increasingly important. Consider retailers who want customers to purchase “add-ons” to their selections, such as a belt and shirt to go along with a new pair of slacks. In the vast majority of companies today, the up-sell/cross-sell function is not automated.

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