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West Interactive Corporation gathers and analyzes data from multiple channels, including Interactive Voice Response (IVR) systems, call center agents and survey results. The company wants to better understand the root cause for each customer contact in order to enhance the customer experience, optimize resolution rates and drive personalization across the customer contact chain. West Interactive chose IBM SPSS Modeler to help them consolidate their customer data, identify the key drivers of customer contacts and predict which customers are likely to be repeat contacts. The software also enables the company to identify customer segments with specific usage patterns and predict future customer behavior, such as which customers are likely to generate a certain type of call or deactivate their accounts or services.
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