Predictive Interactions

Anticipating the end customer’s need and / or their next action in any contact channel - this is the purpose of the 24/7 predictive interaction platform.

The 24/7 Customer predictive interaction platform comprises analysis, prediction and management of end customer interactions through automated real time decisions. The platform predicts and addresses end customer needs and behaviour across the lifecycle and delivers the products of 24/7iLabs - SalesNext™, ServiceNext™ and SatNext™ – as, Software as a Service (SaaS). The platform works across all contact channels including the phone, web, email, chat and mobile.

This patent pending platform draws data, both structured and unstructured, from disparate sources such as the CRM applications, survey data, interaction data including voice calls, emails, chat, agent data such as agent performance and agent demographics, analyses them and predicts the next best action using advanced algorithms and patent pending prediction models.

This provides measurable results for companies looking to achieve:

• A dramatic increase in sales conversions
• Significant cost reduction
• Improvement in CSAT scores, and to deliver the next level of end-customer experience