Next best action method and system
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United States of America Patent
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Aug 16, 2016
Grant Date -
Jan 29, 2015
app pub date -
Jul 26, 2013
filing date -
Jul 26, 2013
priority date (Note) -
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status (Latency Note)
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Abstract
The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent.
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