Personalization

Understand how your customers want to be reached

We track interaction results and behaviors via our rules based optimization engine to create a segmentation strategy of each single customer:
targeted personalized communications that generates the best outcome with every interaction. It complements your own analytics, but adds a critical layer: how individual customers respond to different strategies and channels, and how they actually behave during the interaction.

Features:

  • Improves interaction rates. Automatically tracks and captures customer behavior around interactions, and applies these learnings to the next interaction
  • Reduces contact center costs and improves agent efficiency. Based on interaction data history, you can incorporate less expensive and more effective strategies to specific individuals to get better results.
  • Leads to an optimal experience and higher customer satisfaction. Automatically adapt to customer preferences and adjust contact strategies based on prior communications activity and response patterns.
  • Eliminates overlap and siloed communications. Capture data at an individual level across multiple interactions and lines of business.

Benefits:

  • Incorporate your customers’ preferences and increase the likelihood they’ll engage.
  • Fewer attempts mean you spend less and get better results.
  • Customers value your messages and will be more receptive to future communications.
  • Avoid multiple and unnecessary interactions with customers, eliminating “communication fatigue” and reducing costs.