Cincinnati Bell has selected a joint NICE-AnswerOn customer churn reduction solution, which integrates NICE Interaction Analytics and transactional data analytics from AnswerOn.
NICE Systems enables enterprises to extract insight from interactions, transactions and surveillance. AnswerOn is a provider of customer retention, acquisition and loyalty solutions.
The end-to-end solution enables Cincinnati Bell to create more accurate churn prediction models by integrating multidimensional analysis results into their churn reduction models. The solution cross-references customer interaction and transactional data and alerts customer retention personnel in near real-time.
The joint NICE-AnswerOn solution is deployed in a hosted model via a managed service.
"We need to be able to leverage insights from both customer interactions and from transactional data," said Jeff Baker, director of planning and support at Cincinnati Bell, in a statement. "For instance, if we see highly emotional calls, combined with a drop in phone usage, this requires our immediate attention or a change in the service package."