T. Rowe Price is a global investment management organization utilizing predictive analytics to increase the effectiveness and efficiency of its customer call center operations. The company needed 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. The predictive analytics solution they’re using supports call center associates with more accurate, personalized product and service offering recommendations for use during inbound service calls.

"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 software, 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."

The company provides clients with world-class investment guidance, as well as attentive service. Predictive analytics allows them to better manage the customer communication process through real-time recommendations and suggestions. T. Rowe Price customers are the primary beneficiaries.

Founded in 1937, Baltimore-based T. Rowe Price Group, Inc. is a global investment management organization with $269.5 billion in assets under management as of December 31, 2005. The firm provides a broad array of mutual funds, sub-advisory services, and separate account management for individual and institutional investors, retirement plans, and financial intermediaries. The company also offers a variety of sophisticated investment planning and guidance tools. T. Rowe Price’s disciplined, risk-aware investment approach focuses on diversification, style consistency, and fundamental research.