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24/7 Customer bets big on predictive interaction solutions
By Anonya Roy
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Saturday, 18 September 2010, 01:07 IST |
1 Comments
Bangalore: It is a common scenario when you call up a customer service and are dragged through several levels before you can actually speak to a customer service executive. So won't it be great if the service provider predicts the customers' problems? 24/7 Customer, a predictive interactions and contact center solutions provider, is doing just that.
24/7 Customer, on the occasion of its tenth anniversary, has launched a customer lifecycle management (CLM) solution that redefines the way a company interacts with its customers across devices by transforming reactive contacts into smart interactions. The company has received a patent for its innovative customer contact management system from the United States Patent and Trademark Office (USPTO) and has built its predictive interaction platforms based on the technology described in this patent.
What the CLM solution does is anticipate the needs of the customers or their next action through automated real time decisions and address those needs and behavior across the lifecycle. The company then delivers its innovation lab's products like SalesNext, ServiceNext and others as SaaS. The predictive interaction platform works across various media including the phone, web, email, chat and mobile.
24/7 Customer has big plans to further its works in the interactive media space and incorporate it in customer satisfaction services. Looking ahead, Shanmugam Nagarajan, Co-Founder & Chief People Officer said, "The next decade will be all about innovation. We will focus on how best to use social media for customer satisfaction."
Last year the company had launched 24/7tweetview, a Twitter-based social media research and strategy tool to help companies understand their customers better and become more competitive. 24/7 Customer is constantly aspiring to leverage the social media and adapt it in the best way to its business models.
Among its other future plans, the company intends to bring up another center in India, in addition to its Bangalore and Hyderabad centers. There are plans to increase the headcount and add around 1,500 employees by the end of this fiscal in India. The firm also has expansion plans in Philippines, where it already has four centers.
