CustomerMatrix Unveils First-Ever Cognitive Intelligence Engine for CRM

NEW YORK, March 11, 2015 /PRNewswire/ -- CustomerMatrix today launched the Cognitive Intelligence Engine for CRM, a platform that empowers companies to maximize customer interactions by helping current CRM systems and processes better use all available data and knowledge. By combining cognitive intelligence with a customizable user interface, frontline employees can make split-second decisions that increase revenue from every customer interaction. 

The comprehensive platform learns from Big Data in real-time by using internal and external sources to link all customer information and interactions, read through all text to extract and enrich all knowledge. It then recommends best actions, called Action Alerts, while identifying upsell/cross-sell opportunities and risks, all in the context of existing CRM workflows and user interfaces. These best actions use data and machine learning to deliver recommendations powered by ActionRank™, a proprietary algorithm that evaluates and prioritizes them based on revenue impact, to assist agents with the following:

• Identify customers in real-time, anticipate reason for the call; accurately and quickly resolve issues with recommendations to ensure positive customer reaction, and then upsell/cross-sell based on accurate and micro-targeted recommendations
• All relevant customer information (Customer 360) needed for upsell/cross-sell, and because everything is in one system, take into consideration potential risks before making sales recommendations
• Instant access to experts ensuring customer care agents receive immediate and accurate assistance
• Automated data entry (i.e. extracted from text and emails) that helps agents gather information to uncover sales opportunities, even if somebody else completes the cycle in the future

"Unlike the new wave of sales acceleration technologies addressing customer acquisition challenges, the CustomerMatrix platform was specifically designed to capitalize on all knowledge and interactions of existing relationships," said Guy Mounier, CEO CustomerMatrix. "Our mission is to empower Fortune 1000 companies to expand their revenue streams by enabling agents and account managers to both satisfy and sell in one customer interaction."

"Everyone says you have to know your customer.  But in the age of online transactions, it's the data that reveals who the customer is and what they want," said Sue Feldman, CEO of Synthexis and Co-Founder, Cognitive Computing Consortium.  "Having the right data is crucial to good client relations, but you need a cognitive platform to unlock the right information.  We are entering the age of intelligent assistants who can forage through massive data stores quickly, and provide the tools to empower the front lines. CustomerMatrix mines the customer lifecycle for data.  Its new platform finds patterns and unknown possibilities.  It turns data overload into data advantage."

According to IDC, a typical Fortune 1000 company misses out on a half-million dollars in revenue opportunities every day, as a result of poor customer engagement. Their organization-wide best practices are not harnessed nor distributed to front-line employees when they need it most – during customer interactions. CustomerMatrix works with Fortune 1000 companies across the US and Europe that want to convert their customer care centers into profit centers.

The platform deploys in weeks, shows value in days, and empowers decisions in seconds.

For more information, please visit: http://www.customermatrix.com   

About CustomerMatrix
What if your CRM could think? CustomerMatrix brings the power of cognitive computing intelligence to your CRM and its technology serves on the front line of sales and customer service excellence. CustomerMatrix platform helps convert customer care centers into profit centers and is ideal for anticipating customer needs to slash churn, and increasing revenue with upselling/cross selling in fiercely competitive markets. It capitalizes on existing IT investments by converging all of the data and knowledge of an organization into a unified CRM process, applying cognitive intelligence to empower users with recommendations for actions that have the highest revenue impact. ActionRank™, a proprietary scoring system that maximizes revenue growth with real-time comparisons to past outcomes, ensures these recommendations are ultra-relevant and contextual.

CustomerMatrix is headquartered in New York with an R&D center in Paris, and has a growing list of Global 2000 customers including some of the world's most distinguished brands such as Schneider Electric, Wolters Kluwer, Nexans, BNP Paribas, and Allianz. CustomerMatrix is a founding member of the Cognitive Computing Consortium. For more information, please visit: www.customermatrix.com.

Logo - http://photos.prnewswire.com/prnh/20141107/157377LOGO

SOURCE CustomerMatrix

Related Links

http://www.customermatrix.com