Neal Analytics unified TTEC’s data to enhance the end-to-end customer experience
TTEC, a leading call center and process outsourcing company, had its customer data stored across various platforms, apps, and social media sites, creating efficiency and agent expertise gaps. Without a way to unify these disparate connections, agents lacked the complete picture, hurting their ability to problem-solve, cross-sell, and retain customers effectively.
Neal Analytics and TTEC partnered to build the Humanify Insights Platform, a cloud-based data platform aggregating customer data into a common architecture. The agents could even visualize customer data in real-time and quickly access the most current, accurate, and relevant data for the case using Power BI dashboards. Neal Analytics also customized a series of pre-existing Microsoft AI models to make product recommendations based on previous purchases and search history.
Learn how all these components gave TTEC a unified data ecosystem and a 360-degree view of the customer.