Device next best actions

The next best thing to a superpower for device lifecycle management

More compliant, guided workflows. More data-powered decisions.

We help you and your customers act more effectively, by delivering compliance-enforced guided workflows, recommendations and Smart Suggestions at moments in the device lifecycle, when they’re needed most. Next best actions support every device lifecycle journey, from activation to service trade-in and upgrade, and to care-to-commerce.

Help reps provide better service, help customers make better decisions.

Next best actions drive more effective device lifecycle decision-making, in two ways:

Next best actions (NBA) identify opportunities for staff to take enforceable device-related actions (e.g., in retail to enforce trade-in grading standard or wiping after trade-in).

Based on MCE’s AI-enabled analytics layer, NBA can also trigger suggestions and offers to the customer that are synced to the device’s lifecycle, history and user actions, over the lifetime of the device.

Typical next best actions (NBA) use cases

Give your staff and customers valuable guidance wherever it’s needed

Smart Suggestions across the lifecycle

Based upon MCE’s AI-enabled analytics layer, Smart Suggestions target relevant tips and offers to the customer that are synced to the device’s lifecycle, history and user actions, over the lifetime of the device.

Activation

NBA identifies opportunities to upsell insurance and offers at activation and triggers the initiation of enforceable guided workflows and Smart Suggestions (see above) that will continue over the course of the lifecycle.

Device care and diagnostics

Next best actions support device repair avoidance and drive care-to-commerce by prompting frontline personnel with contextual recommendations such as insurance upsell or alternatives to a repair.

Trade-in and upgrade

At trade-in, next best actions guide user-lock removal.

Insurance and value-added services (VAS)

NBA suggests insurance or VAS upsell at relevant moments.

Features

Mobilizing device NBA

Advanced device recognition

ADR provides contextual information that supports next best actions. It captures the device’s unique ID, enabling your system to track and remember device lifecycle actions across touchpoints.

Smart Suggestions

These suggestions are triggered by next best actions and supported by analytics, the common data layer and AI to recommend the right actions.