The Audience Engagement Solution (AES) is an innovative and customizable solution for an IVR. This solution offers precise customer targeting, which will improve customer service, manage subscribers effectively, and provide the opportunity to monetize subscriptions to their fullest extent.
With AES, a newspaper can segment customers based on known subscriber attributes. These attributes can include, but are not limited to:
Based on their defined segments, callers will hear customized call flows that can be information or based on their responses to the modified call flow presented with offers, surveys, or contests and, if required, routed to the call center with special routing.
AES can be deployed with any customer contact solution software, but will be further enhanced with the combination of AES and Cisco’s Customer Journey Platform. This combination will turn a contact center into a strategic asset by utilizing the comprehensive analytics to perform predictive based routing.