Segmentation is an innovative and configurable solution for the CircPort IVR. It offers precise customer targeting to improve customer service, manage subscribers effectively, and provide the opportunity to monetize subscriptions to their fullest extent.
With Segmentation, 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 experience different menus and call flows. These can be informational 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.
Segmentation can be deployed with any customer contact solution software, but is further enhanced by combining it with Cisco’s Customer Journey Platform. This combination turns a contact center into a strategic asset by using comprehensive analytics to perform predictive-based routing.