David Jennings

Before we introduced data-driven recommendations into the contact center, staff would only offer the five products we had on sale, so it wasn’t personalized for the customer at all. Now, our customer service agents can advise customers on an increased product range using the power of the online recommendations engine. This real-time solution helps agents answer product queries, upsell and cross-sell products. We’ve effectively created another sales channel and improved the customer experience at the same time.