SOURCE: [24]7


May 19, 2014 09:00 ET

[24]7 Recognized as a Leading Predictive Analytics Provider for Multichannel Customer Care in the Latest Opus Research Report

[24]7 Directly Addresses the Challenges of Omnichannel Customer Experience

CAMPBELL, CA--(Marketwired - May 19, 2014) - [24]7, the intuitive customer experience company, today announced that it has been identified as one of the leading predictive analytics providers for multichannel customer care in Opus Research's new report, Predictive Analytics: Using Big Data to Improve Multichannel Customer Care, published April 2014. 

In this report, Opus Research provides in depth analysis on the predictive analytics offerings of nine leading platform vendors from the contact center market. [24]7 achieved the highest ranking in terms of range of products and capabilities, as well as in maturity of predictive analytics suite for multichannel customer care. In the grading of predictive analytics solutions providers, [24]7 received the highest grades in applying predictive analytic models of ongoing conversations across multiple channels, the ability to learn/adapt using machine learning, and having well-defined, engineered, action-oriented outcomes.

"[24]7 and IBM are 'in the lead' as they have made the most progress in packaging their knowledge management and deep analytic technologies into clear, consumable enterprise solutions which have the demonstrated ability to achieve large scale and support multiple vertical implementations," said Dan Miller, senior analyst, Opus Research. "[24]7 is the only firm under investigation that explicitly addresses the challenges of multi-channel or omnichannel customer experience."

At the core of [24]7's high ranking is the [24]7 Predictive Experience Platform, which is used to simplify the customer journey by identifying the needs and predicting the intent of each customer. For example, when a customer wants to purchase a product, a common journey is to start on the web to find product and pricing information. If the customer needs assistance, the [24]7 platform engages them via chat online on a laptop or a mobile device, or through the IVR (interactive voice response system) on a phone call. Predicting the customer's intent and maintaining the context of the conversation across different channels is key to the customer experience.

"We are delighted to be recognized in the Opus report and see this as evidence of our ability to enable an omnichannel experience," said PV Kannan, co-founder and CEO of [24]7. "Our clients are achieving business outcomes through increased sales, higher customer satisfaction, and greater customer loyalty. With the power of the [24]7 Predictive Experience Platform, we reinvent the customer experience across channels, devices and industries, making it simpler for consumers to get things done."

Learn more about [24]7 and the Opus Research Report

About [24]7
[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 billion times a year for the world's leading companies. [24]7's platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise's web, mobile, chat, social, and phone channels. It's all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is noted by Forbes as one of America's Most Promising Companies. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit:

[24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.

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