The NBA Advisor is the smart extension for your customer service center that turns your inbound calls into profitable sales opportunities. For every customer there are ranked recommendation for potential sales and servicing opportunities. Your agents can now individually target customers with the best offer for them. Additionally an extensive monitoring allows ongoing improvement of the recommendations.

The functions of NBA Advisor at a glance

Effective conversation management

Optimal customer approach through 360° customer view
Supporting argumentation for agents
Data-supported sales management

Closed Loop

Potentially every channel can be provided with the "NBA
Proactive (outbound) or reactive (inbound)
360° contact control

Value-driven suggestions

Statistically-analytically supported recommendation
Advanced affinity algorithms
Application of prioritization from marketing automation

Automation

Actions and offers are continuously (re-)optimized and kept ready for control
Automatic optimization of data flows

Closed loop

Continuous, detailed contact/success measurement
Customer response flows directly into NBA (re-)calculation
Advanced reporting & call center monitoring

The four success components of the Next Best Action approach

NBA Logic: Optimal suggestions are determined through the use of state-of-the-art data science methods.
NBA Inbound: Inbound calls in customer service become a sales channel through the determined customer-specific suggestions.
NBA Advisor: The user-friendly interface for customer service that fits into your system landscape.
NBA Optimize: Holistic optimization of contact strategy across the entire customer base and channel portfolio.

NBA Advisor

by b.telligent Deutschland GmbH