SAS provides Ziggo with analytics software to improve customer loyalty and satisfaction
SAS® Real-Time Decision Manager provides contact center agents with real-time intelligent customer recommendations
CARY, NC (10. Jul. 2012) – Ziggo, one of the largest providers of media and communications services in the Netherlands, has selected SAS® Real-Time Decision Manager to provide its contact center agents with relevant, real-time recommendations to meet customers’ needs.
"With this new application, not only can we get more value for our customers, but we are able to improve customer loyalty and satisfaction through better quality conversations and more targeted advice," said Edgar Pors, Senior Channel Manager at Ziggo.
In many organizations, the quality and relevance of the offer a customer receives largely depends on the individual capabilities, knowledge and experience of the contact center agent. With SAS Real-Time Decision Manager providing real-time intelligent recommendations to Ziggo contact center agents, customers receive a more tailored experience. SAS Real-Time Decision Manager provides contact center agents with a complete and current picture of the client and the products and services he/she uses. Then the SAS solution recommends the most suitable offer in real-time (the next best offer) for that customer.
"In today's market, customers expect truly personal experiences, whether they interact with an organization through the Web, by phone, in a store or at a counter. They expect to be heard and to be treated as individuals," said Mieke De Ketelaere, Regional Lead for Customer Intelligence at SAS. "SAS Real-Time Decision Manager is designed to provide contact center agents with relevant customer information to help them provide the customer with the best possible offer and a truly personal experience."