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Organizations that act intelligently to identify and track emerging customer trends real time will be ahead of the
competition. The ability to track critical issues based on customer information such as account, site, product,
new release, etc. and provide immediate and intelligent alerts is paramount to providing the highest levels of service.
Organizations that can mine real-time data and monitor their CRM databases to look for new issues and predict future
events based on trending are proactively servicing their clients and edging out the competition.
Cognitor’s Pro*ACT is a tool for alerting account managers, product managers, service managers, decision makers, and
executives about current issues or potential problems. Through real-time data analysis, Pro*ACT mines call center data
searching for trends based on user specified criteria. Decision makers can define alert criteria through the desktop,
and when the specified criteria are met, a proactive notification message will be sent via email or other notification
method to everyone that was selected to be on the alert notification list.
For example, a proactive notification may be set for a new product roll-out to monitor new product issues that may become
a serious problem or to proactively send out bug fixes or solutions to a pre-determined group of customers who would have
the same problem based on the product or service configuration. Attachments like a software fix or text indicating an
issue resolution can be sent with the proactive notification as well.
Users can then drill down into individual records for further analysis. Bundled
with Cognitor's OneView product users
can graphically view what data caused
these alerts.
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