Predictive Engagement
Stay one step ahead so your customers are always fully served.
Predictive engagement employs smart technology to help agents deliver the best customer service to your customers.
With the use of AI, digital insights from real-time engagement and assessment of intentions and behaviours, the customer journey can be personalised to help avoid abandoned carts, service requests or customer questions.
The key is the balance of serving the customer and the agent, so both can efficiently make fully informed decisions to progress to the next desired and logical stage. We help you to take true advantage of data, analytics and reports so your business gets smarter and understands the customer needs more fully.
Benefits & Features
Analytics and reporting
AI and machine learning use previous experience to inform future ones with analytics and reporting at the heart of the changes. Both give concrete insights into the methods that have been most successful or unsuccessful in terms of engagement and sales fulfilment.
Recognising behaviour patterns and probabilities
Predictive engagement is based on behaviour patterns and probabilities on particular outcomes. Identifying these quickly within the engagement cycle can help drive results, and allows for additional automation to be implemented for greater efficiency without a compromise to service.
Real-time engagement scoring
Target customers and optimise the engagement in real-time by equipping your agents with clearer indicators. Our engagement scoring uses probabilities instead of inflexible rules making for a more human and agile interaction.
DigitalWell’s Contact Centre Features
Contact Centre CX
Intelligent customer experience (CX) for superior customer engagement.
Voice Recording
Quality monitor and remain compliant in all your calls.
Workforce Engagement & Optimisation
Increase efficiency, motivation and performance for your business.
Predictive Engagement
Stay one step ahead so your customers are always fully served.
Interactive Voice Response
Automate authentication and swiftly guide customers to the right place.
Analytics
Real-time analytics on a single dashboard.
Gamification
Supercharge performance and encourage happier employees and customers.
Omnichannel
The holistic approach for seamless CX.
PCI DSS
Secure your cloud payments.