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Churn Detection

The Customer Experience application identifies negative customer experiences that could increase churn rate and detects calls where the customer is actively trying to cancel their account. Churn attempts are further categorized by the customer’s reason for cancelling as well as the rebuttal strategies that the agent has employed in order to save the account. All of this enables you to identify common reasons for churning, reach out to unhappy customers before they churn, and identify which save strategies are most effective.