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Propensity 2 Buy Engine

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Context-sensitive agent prompting

Context-sensitive agent call reason pull-downs

Call progress indicator tied to background color progression

from green to red

Fast recording of contact type

Always-on-top tool presence

Propensity 2 Buy: Tool Overview

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Preliminary selection narrows secondary

choices

Secondary choice triggers context-sensitive

prompting

Chat and email call-types loads clipboard with

response for quick pasting

Propensity 2 Buy: Call Type Selection

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Resulting in a subset of product options

Similarly, selection boxes guide agent with progressive prompting to

narrow product selection

Propensity 2 Buy: Agent Prompting

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Selecting OK button automatically logs date/time, agent ID, call type

and reason for later analysis

Propensity 2 Buy: Automated Logging

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All tool behavior is controlled by an external text file for

easy updates without programming

Propensity 2 Buy: Tool Configuration

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Benefits

The Propensity 2 Buy Engine will:

Capture accurate medium, call types, AHT, closure rate and agent performance statistics heretofore unknown

Allow deeper analysis of call type and agent contribution to metrics and performance

Provide agent behavior modeling and enforcement – workflow changes can be implemented overnight.

Ensure highest customer experience through consistent message and approach.

Increase upsell attempts and help proven, demographic specific scripting build increased revenue.

Slash product training time and gather metrics without tedious manual logging