Enterprise Decision Management and Managing Costs

While the primary focus of applying EDM to customer service should not be cost containment or reduction, there is still a role for EDM in managing costs. For instance:

• With 25% churn and complex IT systems, training costs are a huge problem for call centers.
  By automating decisions EDM can reduce the complexity and thus cost of training as a call center representative simply needs to know how to invoke the decision and pass on the answer to the customer, not how to make a potentially complex decision.


• Unnecessary calls to agents because the IVR system is unmanageable increase staffing costs and wait time
  A better IVR system, personalized to a caller and designed to allow automated actions means that fewer customers will want to “

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