Recommendation technology firm Net Perceptions Inc. launched Net Perceptions for Call Centers, designed to personalize inbound and outbound call center campaigns by providing consumers with individualized product recommendations.
The application continuously builds customer profiles as each call progresses and uses the information to prompt agents with purchase recommendations that are unique to each customer.
Net Perceptions said it based its new call center product on the same real-time recommendation engine used by its Internet customers.
“Armed with this individually tailored information, call center agents have a greatly increased knowledge of customer purchase histories, preferences and tastes,” said Steve Larsen, vice president of marketing and business development at San Francisco-based Net Perceptions. “As a result of Net Perceptions’ technology, call center agents can now offer highly personalized recommendations to every customer they talk to, resulting in far greater cross-sell success.”
The system’s recommendation engine zeroes in on individual preferences by pooling information from current and previous calls and by drawing upon a database of information on other customers with similar buying patterns. As each inbound or outbound customer call proceeds, Net Perceptions for Call Centers prompts agents with pertinent customer information and specific purchase recommendations for whoever is on the line.
Fingerhut, Rivertown Trading and Pink Dot already have piloted Net Perceptions for Call Centers in their operation. Fingerhut President Will Lansing said that “Net Perceptions for Call Centers has vast potential to personalize offerings for catalog shoppers.”
Net Perceptions Internet products include Net Perceptions for E-commerce 4.0 and Net Perceptions for Ad Targeting. Customers include Amazon.com, CDnow, E!Online and Ticketmaster Online.