Contact:
Mag. Peter Kühnberger
Phone: +43 (1) 890 15 85-0
E-Mail: publicrelations@senactive.com
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Klosterneuburg near Vienna (pts028/26.06.2008/12:50) - A new case study by IT analysts Forrester Research confirms that a telecoms provider using CEP software from SENACTIVE could reduce the call duration for inbound calls by 18 percent and increase the number of sales by an additional 27%.
Charles Brett, leading analyst for the complex software solutions sector and head of the Forrester study, sums up as follows, "The intense knowledge of the sector demonstrated by SENACTIVE and the easy integration of the application into existing call center systems tipped the balance in favour of their solution for the telecoms company in question." Brett further emphasises that the software also provides the matching service offers and caller campaigns required on the radar screen for CEP software with correlations and pattern recognition. Being able to react quickly with the right information becomes a success factor, particularly if call center agents need to service a higher volume of callers at ever shorter intervals. The solution from SENACTIVE convinced with its prompter, up to 18% quicker, responses and its high precision, which led to 27% more sales.
Radar System Supports Agents for Inbound Campaigns
Complex Event Processing, or CEP for short, can be understood as a type of radar, which supplies the call center agent with relevant information, from a set of comprehensive information, targeted at solving the current problem for each customer call. The solution from SENACTIVE clearly does this more efficiently than standard software solutions, because the functioning principle of CEP immediately recognises events from the current customer contact, links them to the customer profile and delivers valuable impulses for the call and for additional offers. However, what data is important, and what can be ignored in this case?
Next Best Offer - The Matching Customer Offer
Think of a customer who would like to find out about a rate, for instance. The CEP software informs the call center agent about the most suitable offer based on the current call behaviour of the customer. This process includes information saved on the customer relationship to-date being integrated in the current problem being dealt with during the call, and smoothes the way for successfully advising the caller. The CEP software permanently tracks down offers matching the customer profile and presents them to the agent just-in-time.
Increase in Information Provision Quality
A further application involves providing precise information on services that the customer has previously attempted to consume unsuccessfully. The agent sees the correlation between the two on the monitor and is able to prepare well for the situation to arise in the call. This leads to a reduction in call durations of 18% and an increase in customer satisfaction.
Easy Operability for the Agent
The browser-based user interface supplies the agent with compiled and already interpreted events from various backend systems. Conclusion: the danger of the agent getting bogged down in data research, because he needs to search for key information in five different applications at the same time, is no longer relevant.
"On the contrary, CEP functions as a bypass in exactly those situations where traditional IT fails, compiles relevant customer information and shows it to the agent in the cockpit environment familiar to him", states Christian Plaichner (Graduate Engineer, University of Applied Sciences), Chief Executive Officer of SENACTIVE, clarifying the benefits of his own product.
The case study "Using CEP To Improve Customer Service - A Case Study of a European Mobile Telecommunications company "is available on the Forrester website http://www.forrester.com under the following link: http://www.forrester.com/go?docid=45920
The Company
SENACTIVE offers cutting edge software solutions and competent consulting to quickly detect relevant events in your organization's operational business processes and to respond automatically and rapidly with appropriate solutions. The combination of business intelligence with Complex Event Processing (CEP) in real time improves the quality and speed of the decision-making process while maintaining close contact with the customer. The adaptive enterprise becomes reality.
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