Sigma Dynamics recently released four new applications designed to connect the operational and analytical sides of customer-relationship management. The applications are part of its Sigma Intelligence Platform, which includes strategic routing analysis, predictive cross-sell, real-time customer satisfaction and Six Sigma customer-process management. Based on Sigma Dynamics’ real-time predictive-analytics platform, the solution combines customer insights with business logic to instantaneously make the best decisions for every customer at the point of customer contact.

“Companies rely on business-analytics software for insight into their customers … but often these insights are difficult to act on at the appropriate moment,” says Don Peppers, founding partner of Peppers & Rogers Group. “A real-time predictive-analytics capability would allow a company to choose the smartest option when interacting with a customer, with its analysis of each interaction changing during the interaction itself.”

The solution’s Six Sigma capabilities reduce variance in customer interactions by automating the DMAIC (Design, Measure, Analyze, Improve, and Control) methodology to simplify access to process-level data and reduce analytic-cycle times.

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