T Rowe Price employs SPSS predictive analytics at call centres

Source: SPSS

SPSS Inc. (NASDAQ:SPSS - News), a leading worldwide provider of predictive analytics software, today announced that T. Rowe Price is utilizing SPSS predictive analytics to increase the effectiveness and efficiency of its customer call-center operations.

T. Rowe Price (NASDAQ:TROW), headquartered in Baltimore, offers individuals and institutions around the world investment management guidance and expertise. As of yearend 2005, the corporation managed more than $269.5 billion in assets for individuals and some of the world's leading corporations, public retirement plans, foundations and endowments.

T. Rowe Price turned to SPSS for a solution that would solve the business and marketing needs directly tied to the cross-selling application used by its customer call-center service associates.

SPSS' solution, called PredictiveCallCenter, supports call-center associates with more accurate, personalized product and service offering recommendations for use during inbound service calls.

"SPSS predictive analytics has delivered a more effective and intelligent process for inbound campaign execution and management," said T. Rowe Price, Sr. Business Development Manager, Christine Akins. "With the use of the SPSS PredictiveCallCenter, our call-center associates are better able to provide guidance by increasing the awareness of the relevant products and services which correlate to the individual customers' needs, an important part of our overall business model."

"T. Rowe Price prides itself on providing clients with world-class investment guidance, as well as attentive service. SPSS predictive analytics allows them to better manage the customer communication process through real-time recommendations and suggestions," said SPSS President and CEO Jack Noonan. "T. Rowe Price customers are the primary beneficiaries."

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