Get Smart About Support
Predictive Outcomes is the engine that drives intelligent decisions through our platform. It's the brain that helps you operate more efficiently and better service your customers.
Always learning, always improving
We employ the latest machine learning, data analytics and process automation technologies to perform predictive analysis and drive automated actions based on historical events. Our systems can pick up on patterns and make connections that are beyond the capability of the human brain.
Tap into all past experiences across hundreds of thousands of anonymous customer support interactions and apply what we have learned to your customers. We learn as we go so every interaction and suggestion makes us smarter and more efficient.
You don’t have to use data only for understanding what happened in the past. Start using your data to get in front of issues and acknowledge and resolve your customers problems before they even contact you.
The future of support is bright
The historical challenge is that hiring has had a linear growth function with volume through each technology evolution. Predictive Outcomes changes that.
Predictive Outcomes provides individual help to the agent & customer, addresses repetitive questions, tags Issues, suggests answers, collects basic information, and routes Issues intelligently. Humans can then focus on complex Issues, personalization, churn reduction and upsell opportunities. Net, the goal is to combine the best of human and machines to improve the customer experience and reduce costs.
Robots are not taking over, rather they’re here to help you be more efficient.
See it in action
Here are some examples of how Predictive Outcomes can immediately help your team
Personalized and efficient customer experience
Make inferences from location history and technology footprint for a holistic view of the business.
Uncover patterns by matching historical data to real-time conversations and set statuses automatically.
Success based outcomes improve customer relationships
Leverage agent skill sets, historical experience and successes by issue type.
Provide real-time scoring of agents who are best qualified and also available for an issue.
A more efficient team, every day of the week
Map agent availability down to the minute within confidence intervals to ensure proper staffing.
Improved profitability at scale
Set acceptable parameters by support type and customer.
Exception, variance and trend notifications.