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Within four weeks of piloting Dynamic Decisioning, Brasil Telecom saw a 50% increase in cross-sell and up-sell acceptance rates from its customers, Convergys claims.
A full implementation will enable the operator to make timely offerings to contact centre agents while the agents are on call with customers, which Convergys says will eliminate trial and error work on behalf of the agents and lower associated contact centre costs.
Brasil Telecom has over 8m fixed lines in service, a broadband access base of more than 1.6m and has 4.5m mobile subscribers. The operator has used Convergys' Infinys convergent BSS software since 2002.
No financial details of the contract were available.
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