When it comes right down to it, an effective call center is one that not only resolves issues quickly, but one that truly understands its customers as well. Achieving this level of understanding can seem daunting, but with the right call center solutions, better customer service is just a few software investments away.
Customer analytics and predictive tools are used in call centers to gather information on customers as they use the company’s service and call in with issues or request, and turn that information into actionable insight to improve service moving forward. By anticipating the needs of customers, based on prior behavior assessed through predictive analytics tools, companies and their call centers can ensure that they are able to meet customer expectations, and even exceed them to improve customer retention rates.
This week, HG Data, a provider of intelligence for installed competitive technologies, announced a new partnership agreement with EverString, which offers a predictive analytics platform using machine learning and natural language processes to help sales and marketing teams identify, classify, and target prospects. Under the terms of the partnership, EverString’s algorithms and predictive lead generation capabilities will interact with HG Data’s resources.
“Traditionally, data companies [haven’t had] good algorithms,” explained Holger Mueller, principal analyst and vice president at Constellation Research, “so we will see more partnerships between data providers and analytical algorithm providers, as both are needed for great analytics. The ultimate value is created when those two are embedded with the business application.”
EverString’s strategies for gathering and processing incoming data will help HG Data in serving its customers and, in turn, allowing those companies to better serve their customers too.
“With the addition of HG Data’s unique dataset of installed technologies,” said EverString CEO Vincent Yang, “EverString is adding the deepest and broadest set of installed technologies data to our algorithms, which further enhances our ability to prioritize existing sales leads and identify completely new high-potential prospects.”
Edited by Maurice Nagle