Boosting Telco Revenue with a Next Best Action Engine

Challenges.

• Increase reactive retention
• Increase proactive retention
• Provide omni-channel agent guidance

Solution.

• Two NBA Conversations
  • Reactive (customer intent)
  • Proactive (marketing intent)
• Margin-based segmentation
  • Allocating more to high value customers based upon client lifetime value and likelihood to churn.
• Marketing efficiency
  • Arbitration framework for constantly flexing strategies.
• Managed service and deployment processes for BAU tasks
• Governance
  • Owned by Marketing Operations and run by Mkt Ops and IT.

The Impact.