2015 Winner Profile

Verizon Consumer and Mass Business

Project Description:
Rep Guidance is a Verizon-developed application that provides an insight-driven, adaptive Q&A conversation flow between call center agents and customers for FiOS video/voice/Internet services. Rep Guidance integrates predictive and adaptive analytics, as well as business rules, into a single platform to convert big data into insights and insights into next-best actions. The application reduces customer churn by giving agents rich analytical data about the customer to provide the best options for retention and revenue growth. It also improves the overall customer experience, reduces repeat calls and simplifies agent training.
Project type:
Business Intelligence or Data Analytics, Customer Service or Customer Relationship Management (CRM), Databases or Data Warehouse
Business Functions:
Sales, Customer Service or Support
Business Goal:
Customer Impact
Mahmoud El-Assir, CIO for Consumer & Mass Business
Tami Erwin, President
Basking Ridge, N.J.
Revenue (2014):
$127.08 billion
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