What is predictive in SAP CRM-CCI - SAP Contact Center?

SAP Term: predictive

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Dialing mode where the software makes calls automatically. When a customer answers a call, it is immediately connected to a free agent.

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• Key Concepts: 
  Predictive analytics is a branch of data science that uses statistical techniques to analyze current and historical data to make predictions about future events. In the context of SAP Contact Center, predictive analytics can be used to identify customer trends and behaviors, anticipate customer needs, and optimize customer service operations. 
  
  How to use it: 
  SAP Contact Center provides predictive analytics capabilities that allow users to identify customer trends and behaviors, anticipate customer needs, and optimize customer service operations. Predictive analytics can be used to identify customer segments, predict customer churn, and forecast customer demand. Additionally, predictive analytics can be used to identify opportunities for cross-selling and upselling. 
  
  Tips & Tricks: 
  When using predictive analytics in SAP Contact Center, it is important to ensure that the data being used is accurate and up-to-date. Additionally, it is important to ensure that the predictive models are regularly updated in order to remain accurate. 
  
  Related Information: 
  For more information on predictive analytics in SAP Contact Center, please refer to the SAP Help Portal or contact your local SAP representative.