WHAT WE DO / INDUSTRY SOLUTIONS
Contact Center
Contact Center Solutions – Overview
LatentView helps contact centers drive business transformation through Analytics, leading to reduced costs, increased efficiency gains, and greater value for their clients. We provide real-time analytics solutions embedded into your inbound and outbound queues that empowers your agents make the right decisions on your clients’ customers in a timely manner. We could overlay third party data, at real time, to enhance the quality and predictive power of existing client data. Our innovative engagement models help you deliver a portion of your benefits to your clients, thereby differentiating yourself from the rest of the providers and garnering a greater share of your client’s spending.
LatentView offers a variety of analytic solutions that leverage inbound and outbound contact-center processes to deliver better value to their customers. Our offerings help you:
Contact Center
Contact Center Solutions – Overview
LatentView helps contact centers drive business transformation through Analytics, leading to reduced costs, increased efficiency gains, and greater value for their clients. We provide real-time analytics solutions embedded into your inbound and outbound queues that empowers your agents make the right decisions on your clients’ customers in a timely manner. We could overlay third party data, at real time, to enhance the quality and predictive power of existing client data. Our innovative engagement models help you deliver a portion of your benefits to your clients, thereby differentiating yourself from the rest of the providers and garnering a greater share of your client’s spending.
LatentView offers a variety of analytic solutions that leverage inbound and outbound contact-center processes to deliver better value to their customers. Our offerings help you:
Maximize Customer Lifetime Value. Predictive Analytics-driven Customer Lifetime Value Solutions helps you maximize opportunities in every single interaction with customers and prospects, whether inbound or outbound. These solutions offer precious opportunities to initiate, lengthen, and/or deepen the relationship that customers have with your clients. Through every channel, and at every touch-point, predictive analytics empowers your contact center agent to better influence the customer toward a higher-value relationship. In the past, our solutions have helped contact centers and their clients:
Understand reasons for customer churn, and help agents make the right offer to retain them when they call in the next time
Identify customers are likely to be high value and highly profitable prospects, so they can create more precisely targeted outbound campaigns or provide a higher quality of service
In general, align their offers with their audiences needs, values and potential, so they increase the relevance and profitability of offers
Empower Agents. LatentView seeks to optimize the contact centre processes by marrying the science of predictive analytics and the art of call centre interaction. Embedded Predictive analytics seeks to empower the agents to make the right choices to maximize the value of a customer interaction. LatentView offers solutions that:
Build predictive models that learn the successful strategies of the top 20% of the agents
Use the “knowledge” gained to provide recommendations to the contact centre agents, at real-time and in non-intrusive manner, to improve the productivity of 80% of the agents
Optimize Contact Center Processes. LatentView’s Predictive Analytics Practice has the unique expertise in implementing actionable predictive models in contact centers. LatentView offers services that:
Dynamically evaluate customer information including purchase history, interaction data. We have experience with real-time enhancement of your customer data with third party information that deliver higher levels of predictive power
Generate a probability of success in the interaction in terms of renewals, saves or a recommended sale
Use these insights to design creative experiments to optimize an existing process, from a profitability, cost or revenue perspective
