Next-Best-Action Marketing im Telko-Konzern

Several call centers with hundreds of employees had to be managed in such a way that as much additional sales as possible were generated without leaving a negative impression on customers. The goal was to always call the optimal customer with the right product at the right time - and to show every sales employee what their next best step is.

We have developed a next-best action system that models customer data, product affinities and contact times and suggests the next best action for each contact. The system continually learns and optimizes itself through feedback from customers and sales employees.

• Sales increases of 2-15% depending on call center, month and product
• Up to 20% more likely that calls will be answered
• Significantly improved data quality as a basis for further projects
• Increased understanding within the group of the possible uses of its own data