Call Center Services Featured Article
Ventraq Releases Customer Behavior Analytics Solution
February 12, 2009
By Stefania Viscusi
Assignment Desk Editor
The competition to win subscribers is fiercer than even with the current economic climate. For this reason, service providers need the proper tools to ensure they are delivering the best possible services to customers.
To meet this need, Ventraq has unveiled a new Customer Behavior Analytics (CBA) solution as part of its Business Analytics suite.
The new solution will make use of interactions, customer profiles and preferences and network and handset performance information to optimize the customer experience.
Ventraq helps service providers improve their business performance by providing actionable insight and was recently formed as a result of the merger of ACE*COMM, TeleSciences and 10e Solutions.
Using the new CBA solution, service providers can gain a competitive advantage by keeping track of interactions and transactions with customers as well as using the solution to note customer choices and actions and use profile, psychographic and demographic data about customers to better understand and anticipate their needs.
Unlike retail, communication service providers (CSPs) must pay even closer attention to their customers and their behavior including making sense out of information regarding daily interactions, expanded content choices, fickle customers, a rapidly evolving network environment and other information.
The CBA solution provides this information to help further optimize the user experience by providing timely, relevant and targeted recommendations.
"CBA extends our strategy to provide actionable insight to the many departments within a CSP (News - Alert)," said Rick Mahuson, EVP and General Manager, Business Analytics for Ventraq.
"Our heritage of managing vast, detailed volumes of event data places us at the very heart of the customer experience. By leveraging this information -- at the individual record level and in combination with other event-related data -- service providers can offer targeted content for subscribers using any device running on an optimized network."
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi
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