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ContactEngine is Now Part of NICE: Re-inventing Proactive Conversational AI Together

Insights: Whitepaper
Building a proactive retention strategy
by Euan Matthews

Building a Proactive Retention Strategy explains how telcos can use data-driven approaches to increase the efficacy of churn reduction strategies. The paper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive.

ContactEngine works with many of the largest telcos in the World. Research and development lies at the core of our product, and we are happy to share our thoughts based on this experience.


  • Introduction
  • The four levers of retention
  • The reactive retention approach
  • The proactive approach
  • Inadvertent discrimination
  • Conclusion

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Enabling a differentiated experience throughout the end-to-end customer journey for the world’s largest telcos


Reducing churn with better customer engagement across sales, onboarding, retention and regulatory compliance

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