Sigma Dynamics' New Predictive Analytics Applications Empower Immediate, Real- Time Decisions; Increase Revenue Growth and Customer Retention
New Applications Bridge the Gap Between Analytical and Operational Customer Management for Major Customer-Facing Organizations
SAN MATEO, Calif., Dec. 5 /-- Sigma Dynamics today announced four new applications that bridge the operational and analytical worlds of customer relationship management: Strategic Routing Analytics, Predictive Cross-Sell, Real-Time Customer Satisfaction, and Six Sigma Customer Process Management. Based on Sigma Dynamics' leading, real-time predictive analytics platform, the new applications combine customer insights with business logic to instantaneously make the best decisions for every customer across any channel. The result is a more immediate, effective way for businesses to achieve customer satisfaction, improve customer retention and drive revenue growth.
"Companies rely on business analytics software for insight into their customers -- what their value is, and what they need from the business -- but often these insights are difficult to act on at the appropriate moment," said Don Peppers, founding partner of Peppers & Rogers Group. "A real-time predictive analytics capability would allow a company to choose the 'smartest' option when interacting with a customer, with its analysis of each interaction changing during the interaction itself."
Businesses have invested millions of dollars in software solutions and analytics applications to help improve customer satisfaction and retain and manage their relationships. However, there still exists a significant gap between the ability for companies to listen and respond to customer needs appropriately at the point of contact. Sigma Dynamics' revolutionary technology learns about each customer interaction and automates the next best action for any situation.
Unlike traditional analytics-only offerings that simply provide customer insight, the Sigma Intelligence Platform delivers this valuable information to automatically adapt processes to customer needs inside the context of each interaction. The Platform continuously measures each and every customer interaction to identify important trends early on in the interaction, and self-adjusts to make recommendations that drive business goals, such as increasing revenue or improving customer satisfaction and retention targets.
"Sigma Dynamics' applications help organizations realize tremendous value by leveraging their existing customer processes and insights to transform customer interactions in real-time," said Janice Ryan, CEO, Sigma Dynamics. "One of the most critical needs our customers have is the ability to respond appropriately during customer interactions. Sigma Dynamics' new applications enable organizations to operationalize their analytic insights and dynamically adapt existing processes to individual customers. The ability to adapt processes to customer needs significantly increases revenue and retention while reducing resolution times and labor expenses."
Built on a pure J2EE services-oriented architecture, the new application templates accelerate implementations, ensure best practices, and easily integrate with existing applications, processes, and databases. Organizations are thus able to extend the value of existing investments in operational and analytical customer management systems, such as customer processes, data, predictive models, and business rules. The Sigma Dynamics applications create a unified strategy for significantly improving performance in critical business areas such as increasing customer satisfaction, retention and cross- sell campaign lift rates while decreasing overall time to service resolution.
Sigma Dynamics' four new applications are:
* Strategic Routing Analytics -- Leverages real-time predictive analytics and business rules to advise existing routing engine on potential call outcomes, such as likelihoods of resolution or callback. Connect customers directly with available agents based upon their specific needs. Significantly reduces resolution times, minimizes call transfers, improves contact center/agent efficiency, and increases customer satisfaction.
* Predictive Cross-Sell -- Leverages real-time predictive analytics and business rules to determine the appropriate messages to best meet customer needs and improve company goals. Automatically drives the next best offer to customers, significant increases in campaign lift, conversion rates, wallet share, and retention.
* Real-Time Customer Satisfaction -- Measures customer satisfaction during each and every interaction and drives the next best actions, such as a targeted message or automatic escalation, to increase customer retention, loyalty, and preserve future revenue streams.
* Six Sigma Customer Process Management -- Reduces variance across customer interactions by continuously measuring, analyzing, and improving customer processes. Automates DMAIC methodology and simplifies access to process-level data to reduce analytic cycle times, drive continuous process improvements and maintain control of these processes.
About Sigma Dynamics
Sigma Dynamics' real-time predictive analytics software solutions automate the next best action for each customer interaction to optimize top- and bottom-line results across all customer touch-points. By bridging the operational and analytical worlds of customer management, Sigma Dynamics operationalizes underutilized customer insights and business logic to deliver real-time decisions. Sigma Dynamics' delivers rapid ROI for Six Sigma, Financial Services, and Communications organizations that focus on continuous customer process improvements to optimize performance. Founded in 2002, San Mateo, California-based Sigma Dynamics is a privately held corporation with customers and partners throughout North America. For additional information, visit www.sigmadynamics.com.
Source: Sigma Dynamics
CONTACT: Erin Lumley of MSR Communications, +1-415-447-6115, or erin@msrcommunications.com, for Sigma Dynamics
Web site: www.sigmadynamics.com/
