Customer Analytics and Decision Management Software
Solutions for Customer Service
Profitable Customer Relationships
The difference between customer loyalty and inertia makes a big difference to your bottom line. All too often the fact that customers have not chosen to attrite is misinterpreted as loyalty. Customers are costly to acquire and often provide advance warning about their reasons before leaving, making it possible to protect your investment and future wallet share with them. However, to build a loyal relationship with customers requires continuous, systematic, and integrated analysis of all touch point data, including their direct communications with your service organizations about their needs, concerns, and issues.
Using our solutions you'll be able to discover what your customers really care about and how these concerns relate to their behavior. Armed with that information you can design programs, products and service delivery systems to build customer loyalty. The PREDIGY™ software platform provides the ability to discover deep customer insight, along with a predictive modeling and strategy design environment to create and simulate business outcomes prior to making investment decisions for new products, services, or loyalty programs. Once your decision strategies have been tested, PREDIGY fully integrates with existing operational systems to deliver personalized products and services.
Understanding the Customer Experience Increases Profits
Knowing each customer's product, service, and channel concerns and their relationship to purchase patterns allows you to design highly focused marketing campaigns, product enhancements and service enhancements that meet or exceed key customer expectations and result in higher levels of loyalty and profit.
Analytical applications built on the PREDIGY platform have the ability to:
- Improve skills based routing
- Lower contact center costs while improving service delivery
- Provide deep customer insight and support root cause analysis of behavior
- Provide actionable understanding of customer expectations and satisfaction levels
- Provide understanding of individual channel preferences to determine best practices for service delivery
- Monitor trends in customer communications and behavior
- Assimilate unstructured feedback in the form of call center notes, emails, web logs, etc. to discover and rank customer issues, concerns and preferences.
Learn more about IR Discover, one of 5 software modules in the PREDIGY platform. IR Discover has the ability to function as a standalone tool for exploration of customer feedback (structured, unstructured and semi-structured data) as well as the ability to produce a decision application within the PREDIGY platform to quickly operationalize customer facing decisions.
Intelligent Results customers are able to manage their business more dynamically with a new standard in customer analytics and decision management software. The Intelligent Results analytics platform allows companies to better understand and predict customer behavior, then quickly plan and implement targeted strategies—resulting in an improved customer experience, more effective resource allocation and increased profitability. Intelligent Results solutions are available through custom analytics engagements, as a software platform, or hosted and delivered as a service. Intelligent Results is a subsidiary of First Data Corporation.