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Sogecable Improved Its Call Center's Performance Thanks to IBM SPSS Software

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Executive Summary

Sogecable is a frequent user of IBM SPSS software, as several of the company's departments use it for different applications, from analyzing audiences and market studies to creating data mining and client segmentation models. In 2008, Digital+, part of Sogecable, realized that the call center department required an interface allowing it to personalize its agents' communication with clients in order to improve those interactions and optimize its customer service over the telephone. Digital+ contacted IBM to find a solution that would address this need. IBM SPSS predictive analytics was the key technology to improve new client acquisition as well as customer satisfaction and loyalty, and contributed to a significant increase in customer retention a mere two months after the initial introduction of predictive models.

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