Predictive Customer Service

To-The-Point Service for Your Customers


Summary

The core mission of Qvantel’s Predictive Customer Service (PCS) solution is to enable business users to interact with their customers in an intelligent, immediate and flexible manner across various business processes. The purpose is to increase efficiency, customer satisfaction, and sales, while targeting interactions based on specific customer needs.

PCS uses customer information from multiple sources and proposes instant, tailored response options supporting a broad array of self-service channels. PCS gives business users the power to take full control of channel interactions by following actions in real-time and taking immediate actions.


Why

Telecommunications operators are trying to reduce the manual work needed in customer service. Reason for this is obvious: customer service is a huge cost factor. One of the key elements in achieving this goal is to improve the self-service channels.

Usually self-service interactions in the self-service channels are the same for each and every customer. However, each customer has their individual needs why they are reaching out to their telecommunications operator. Being able to react to those needs based on available customer information opens possibilities for a more precise and efficient way of handling interaction in self-service. Predictive Customer Service (PCS) is a configurable business decision rule engine, which helps operators to reach that goal.

From the customer perspective, the PCS key benefits are:

  • Offered interactions have greater relevancy
  • Customers can achieve their goals faster and without agent interaction

From a PCS user perspective, the PCS key benefits are:

  • Easily manage customer interaction in various self-service channels
  • Visibility on how the configured rules behave

From the business perspective, the PCS key benefits are:

  • Efficient customer care
  • Fast reaction time to opportunities and risks
  • Increased accuracy
  • Full business control


What

PCS uses customer information from multiple sources and proposes instant, tailored response options supporting a broad array of self-service channels. PCS gives business users the power to take full control of channel interactions by following actions in real-time and taking immediate actions.

Rule Sets is the PCS main view. It shows all the configured and supported rule sets sorted by channels.

KEY FEATURES


Channel-specific business rules for automated decision-making based on customer data and preferences/past actions:

  • IVR: responds to IVR requests with menu options adjusted to specific customer needs
  • Landing pages: provides tailored messages and offers
  • Mobile app and web-channel messaging: presents messages with different priorities and themes, supporting: upsell, campaign, customer relationship

  • Rule set management: rule creation and definition using domain-specific language
  • Decision logging and review


How

PCS is consulted by different channels and reacts upon requests based on pre-configured rule sets. It uses available customer information, including customer data and past customer behaviour. Depending on the context, PCS provides offers, messages, reminders and other customer care related information to the customer channels.

“I need a tool which allows me to have control over our self-service channels based on daily situations, so that my team’s workload is significantly reduced.”

— Monica, 36, CSR Team Leader

  • With the help of PCS, most of customers’ problems can be solved in self-service channels, enabling CSRs to focus more on the difficult cases and sales.

Simplified Architecture Landscape


Contact us

+358 50 744 9500
sales@qvantel.com
qvantel.com
Lautatarhankatu 6, 00580 Helsinki, Finland