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Live Decisions also incorporates tools that allow for comprehensive measurement and pro-active modification to ensure optimal performance of the phone channel. Tools that are familiar in the web world, such as test panel, panel management, Nthing , and campaign management have been re-purposed for phone channel optimization.
As with all Verascape Solutions, Live Decisions incorporates real-time, browser accessible reporting as an integral part of its offerings. Every call, every decision is documented in a reporting format that is structured per our customers requirements.
Live Decisions draws on one of the most comprehensive and unique national 3rd party data suites available in the industry. In addition to real-time use of house-file data, Live Decisions superior performance is driven decision by decision modeling that has the broadest mix of data at its core, including:
- Complied consumer data
- Catalog consortium data
- Credit bureau data (multiple)
- Passion Indices
Live Decisions integrates as part of your overall customer communications strategy. An inbound call can now become part on an integrated communications process that includes email, outbound calls, text messaging, and outbound direct. Live Decisions ensures consistent customer interaction across all customer communication channels.
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1. Customer inbound phone calls (order calls or service calls) are answered by Verascape. Our On-Demand ASP model ensures no queue time – calls are answered immediately. |
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2. Verascape quickly and professionally captures caller identifiers: (ANI reverse look-up, customer number, name/address capture.) |
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3. Finds caller in house database and/or other 3rd party databases, and scores customer per pre-defined models and scoring tables, and identifies caller’s customer segment. |
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4. Campaign management tools match customer segment with appropriate content (offer / up sell, etc.) |
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5. Appropriate content script is appended to the automated call, or agents are dynamically prompted for script use
6. Real-time, comprehensive reporting of caller activity, promotion responses, customer segments, etc. |
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