Improve the accuracy of call center incoming call forecasts! Contribute to the optimization of operator shift assignments.
Sony Insurance Co., Ltd. has implemented "Prediction One" to solve its challenges. The company considers improving the accuracy of call volume predictions to be a key cost issue, as the number of incoming calls directly affects the adjustment of operator shifts. When comparing the results of past predictions made by staff, it was found that predictions made with this product were more accurate, contributing to the optimization of operator shift assignments. [Case Overview] ■Challenge - Improving the accuracy of call volume predictions is a key cost issue. ■Problem Setting for Predictive Analysis - Based on past actual data of incoming calls, we want to predict the number of calls for each day and time period. ■Results - Contributed to the optimization of operator shift assignments. *For more details, please refer to the PDF document or feel free to contact us.
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Sony Network Communications has established its vision to support individuals and companies seeking change through communication and incubation. We provide services that respond to changes in the communication environment, and we aim to position ourselves as the "fourth fixed-line telecommunications carrier," striving for further improvements in quality and customer satisfaction, as well as growth in business scale, including global expansion. In an era where the information environment, business environment, living environment, and global environment are rapidly changing, we will continue to be a presence that changes ourselves, supports, guides, and encourages those who seek change.