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Cincinnati Bell looks to improve customer retention with NICE: Cincinnati Bell executive: 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.Jan 19, 2010 (Globes - McClatchy-Tribune Information Services via COMTEX) -- A joint solution by transaction analysis firm NICE Systems Ltd. (Nasdaq: NICE; TASE: NICE) and subscriber relationship management firm AnswerOn Inc. has been chosen by Cincinnati Bell (NYSE: CBB). Cincinnati Bell selected the joint NICE-AnswerOn customer churn reduction business solution which integrates NICE interaction analytics and transactional data analytics from AnswerOn. The technology enables Cincinnati Bell to create more accurate churn prediction models by integrating multidimensional analysis results into their churn reduction models. It cross-references customer interaction and transactional data and alerts customer retention personnel in near real-time. Cincinnati Bell director of planning and support Jeff Baker said, "To provide the best possible service to our customers and to ensure customer satisfaction, we need to be able to leverage insights from both customer interactions and from transactional data. 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. The joint NICE-AnswerOn Customer Churn Reduction solution will allow us to detect such situations and identify "at-risk" customers earlier and more accurately, resulting in better customer retention and better level of service we can provide our customer." Cincinnati Bell provides telecommunications products and services to residential and business customers in Ohio, Kentucky and Indiana. Shares in NICE closed on Friday at $32.03. US markets were closed on Monday. To see more of the Globes or to subscribe to the newspaper, go to http://www.globes-online.com. Copyright (c) 2010, Globes, Tel Aviv, Israel Distributed by McClatchy-Tribune Information Services. For reprints, email [email protected], call 800-374-7985 or 847-635-6550, send a fax to 847-635-6968, or write to The Permissions Group Inc., 1247 Milwaukee Ave., Suite 303, Glenview, IL 60025, USA. |