Personalize Customer Service with Predictive Engagement

80% of customers say they are more likely to do business with a company if it offers personalized experiences.
Too often, customers leave a website without finding what they need. With disintegrated systems and data sources, neither the agent nor the system identify such gaps, leading to increased missed leads, revenue losses, and of course poor customer experience. Even the offline customers show frustration when they find the agent unaware of the call context. This emerges the need for a solution that keeps the data closer to the agents and helps predict the right intent, track customers’ journey, and more to offer personalized customer services.

NovelVox’s predictive engagement solution helps deliver a personalized contact center experience leveraging CXInfinity’s digital customer engagement platform and next-gen contact center integrations. With CXInifinity, customers can be offered personalized online assistance based on their online journeys, past interaction history, and current interests. However, for offline engagements, NovelVox next-gen contact center integrations keep the agents aware of the call context along with the estimated reason for the call and other relevant customer information on a unified agent desktop interface – collectively leading to a personalized customer experience.

Solutions

• Over Voice: Personalize customer experiences over voice leveraging next-gen contact center integrations
• Over Chat: Analyze customers’ journeys, current interests, and more to offer personalized online assistance in real-time

Key Highlights