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Ser Proactive Customer Care
1. Solutions: Proactive Customer Care
TM
Improve customer interactions 4
Increase customer loyalty and retention 4
Identify and resolve emerging issues 4
Optimize your agents’ time 4
2. With increasing global competition, customer loyalty and retention is more important than ever. After all,
an existing customer is your best prospect, generating repeat business and valuable referrals. So many
companies have instituted proactive customer care strategies to reinforce brand loyalty, increase retention,
and resolve customer issues before they become problems.
Your opportunities with existing customers are great—if you have the right technology in place to support your
objectives. Your agents need immediate access to customer profiles to effectively up-sell, cross-sell, or deliver
important messages. You need to personalize strategies to individual customers. And you want to anticipate
problems before they arise. In short, you want to treat your customers like the valued clients they are.
Designed to meet the demands of customer-focused organizations, CPS E2™ offers next-generation functionality to
help you easily and efficiently develop your proactive customer care strategies to support your strategic business
goals. Simply put, you won’t find a more adaptable, feature-rich, and customer-friendly solution than CPS E2.
Strengthen your customer relationships.
4 Align your customer care strategies Now if you find that your proactive customer care strategy is better
with real-time business conditions. suited for a particular customer segment, you can align with
real-time business conditions by fine-tuning which customers to
Proactive customer care requires timely strategies that enrich
call, when to call them, and which agents are best able to handle
the relationship between you and your customer. With CPS E2,
the calls. In an instant, RTPM does all the work of compiling a new
managing calling records, agent workflow, and customer care
list and adjusting campaign strategies, helping you dramatically
strategies is no longer a series of discrete processes that stall
improve the outcome of every call and focus your resources on your
the flow of productivity in your contact center. Our innovative
most important customers.
Real-Time Portfolio Management™ (RTPM) feature allows you to
easily segment and treat all your customer attributes as a holistic
4 Set yourself up for greater success
portfolio, easily configured without IT staff involvement and
with every interaction.
executed on the fly.
Different customers require different approaches. CPS E2 Call
Tactics™ is the first comprehensive and flexible call treatment
feature allowing you to manage each record individually and
customize your strategies for each customer based on variables
that occur over the life of an account. With Call Tactics, you can
lower your total cost of customer care, while maximizing your
agents’ productivity by easily defining strategies based on portfolio
criteria such as number of purchases made, length of time as a
customer, likelihood for repeat purchases, and other segmentation
and modeling data.
Reach the right customers at the right time with features you can’t find anywhere else:
RTPM aligns your customer care strategies with business conditions in real-time
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Call Tactics lets you customize your approach for each individual customer
4
Integrated Recording helps you manage call quality and identify CSR coaching opportunities
4
Speech Analytics extends the value of your call recordings to provide insight into your customers’ needs and buying trends
4
Universal Campaign Management unifies your inbound and outbound campaigns for more effective interactions
4
3. Additionally, you can combine agent-free outbound calling
with branch-scripted IVR and our sophisticated Text-to-Speech
functionality to create customized experiences. For example, you
could launch an agent-free campaign and incorporate name and
customized message to announce new product enhancements,
securing customer interest before transferring them to an available
agent. With the ability to execute multiple concurrent strategies,
you can optimize agent effectiveness and productivity. As agent
success rises, so do agent satisfaction and retention rates.
4 Unify your outbound and inbound efforts.
Now you can put an end to having separate records and strategies
4 Ensure quality and uncover insights
for outbound and inbound calls. CPS E2 Universal Campaign
hidden within your calls.
Management tightly integrates the two and allows you to leverage
In order for customer care to be truly proactive, you must full RTPM and Call Tactics capabilities—as well as our call
anticipate customers’ needs. CPS E2 is the only customer disposition strategies and unified reporting—on all calls, whether
care solution available with integrated recording and speech they are initiated by your agents or your customers.
analytics, helping you ensure the quality of your calls and mine
Better yet, you can maintain a single record for both inbound
them for hidden insights.
and outbound interactions, consolidating customer data into a
Our integrated recording allows you to specify full, selective, comprehensive profile and giving agents the information they need
random, or on-demand recording to address agent performance to make the most of every call. With this unified experience you
and customer service issues. With speech analytics you can can immediately exclude a customer from further outbound calls
further extend the value of recorded calls by eliminating manual based on an inbound call they made. Plus, by leveraging a single
processes and performing automated searches for keywords script for both inbound and outbound inquiries, you can ensure
and phrases to alert reviewers to the exact location in a call consistency throughout your proactive customer care campaign.
that requires attention, determine overall call quality, or identify
4 Meet your proactive customer care
areas where additional coaching is needed for Customer Service
goals with CPS E2.
Representatives (CSRs).
In a dynamic and competitive marketplace, you need to deliver the
Additionally, speech analytics gives you the ability to mine your
best service possible to your customers. Relying on older technology
recorded audio for valuable insights into your customers’ needs
can have a negative impact on your relationships, stall agent
and buying trends. Determine why customers are calling so you
productivity, and cause you to miss precious opportunities to
can proactively address their concerns. Or search recordings to
maintain customer loyalty and retention.
uncover the root causes of attrition. Integrated with your CRM
applications, you’ll have the business intelligence you need to Every innovation in CPS E2 was designed to give you the flexibility
keep your customers satisfied now and in the future. CPS E2 even to optimize your proactive customer care strategies in any given
lets you ease into the speech analytics revolution, delivering moment, fueling your greater success.
basic functionality now and with the option to upgrade you to full
For more information call 800.274.5676 and ask for inside sales
functionality when the time is right.
or visit www.ser.com.
Count on benefits you’ve come trust from SER:
Access customer records in seconds, minimizing agent downtime and call interruptions
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Balance customer care and retention objectives with customized calling strategies
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Deliver messages to the right customers at the right time with our patented dialing algorithm and call classification
4
Automate processes and run multiple strategies simultaneously for optimal resource utilization
4
Access the services and support you need to drive greater customer retention
4
