First, will agents be expected to attempt the up-sell
on every call?
In addition, with granular control of usage in place, operators can leverage the new real-time promotions capabilities in Rating & Billing Manger to identify and react to up-sell
opportunities and usage patterns that are indicative of potential churn.
Help desks, IVR and VRU systems have grown as an opportunity to give customers more relevant information and to afford marketers up-sell
With Web chat, you can engage your customers using the visual support of a collaborative Web environment -- answering a customer's concerns immediately and providing additional up-sell
or cross-sell opportunities.
This gives returning customers the ability to view products they previously showed an interest in, and it also allows S&S Worldwide to cross-sell and up-sell
related products, IBM said.
The company said that ICOMS 9 will be pre-integrated with Convergys CRM, powered by Microsoft Dynamics CRM and as part of Convergys Smart Revenue Solutions, the solution uses flexible offer management configuration and intelligent technology to improve the integrity of up-sell
, cross-sell, and new acquisition processes and drive new revenue growth.