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News : Tax Authorities Use AI to Obtain 360-degree Insights into Taxpayers

#contactcenterworld

Johannesburg, South Africa, Sept 23, 2021 -- Tax authorities around the world, including several in Africa, are adopting the same artificial intelligence (AI) technologies increasingly used by private sector companies to obtain a 360-degree view of their customers. This is in a concerted effort to combat the high incidence of tax evasion experienced in many countries.

According to Dennis Lupambo, Managing Executive at Mint Africa, AI has come a long way in recent years, making it easier for companies to aggregate all customer data onto an AI-driven customer data platform (CDP).

He points out that private sector companies, particularly those in the financial services and retail sectors, have worked tirelessly and devoted considerable time, effort and money to unify and ingest their customer data in an effort to obtain insights into individual customers' needs, preferences, attitudes and behaviours. Often, these insights are spread across various internal and external sources.

Disparate data systems are proving to be inefficient

Generally, the focus is on the customer, optimising the customer journey, developing new services and addressing customer issues. Leveraging data also works to the benefit of the business, often helping them to make smarter decisions and differentiate themselves from competitors by building significant, tailored and valuable solutions.

The challenge facing companies is that the sources of customer data is often dispersed – held in different departments within the same company, and different subsidiaries across the same group. There is also considerable value to be gleaned from data that’s available from different customer-facing touch points, ranging from face-to-face or remote, call-centre based interactions to e-mail and social media.


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The power of a customer data platform

By drawing on AI’s data matching and analytical power and its tolerance of inaccuracies, CDPs can easily collect data from all existing legacy systems. It can then analyse this data, regardless of the format in which it is presented – and without being overwhelmed by the sheer quantity of data that becomes available.

This not only eliminates the need for complex data integration or data warehouse projects, it also delivers significant value. Unlike data warehouses that lack analytical capabilities, the AI in CDPs quickly turn raw data into easily accessible and meaningful customer insights.

How AI is used to retain customers

Financial sector companies, such as banks, can use these insights to improve their fraud detection, for more accurate credit scoring, and for complying with statutory legislation around anti-money-laundering and 'know your customer' requirements.

In addition, the information can be used to better segment customers to enable more targeted marketing and promotional campaigns. This helps to increase the customers’ lifetime value and reduce customer churn.

Lupambo points out that with the bottom 80% of customers bringing in only 20% of business value, the importance of businesses having the ability to identify their most valuable customers cannot be over-emphasised.

It’s widely estimated that it can cost five times more to attract a new customer than to retain an existing one. In fact, increasing customer retention rates by 5% can translate into a 25% to 95% improvement in profits.

The growing investment in AI-powered industries

The powerful AI-driven CPD technology is being widely used across a host of industry sectors. While financial services – banking and insurance – and retail are probably at the forefront of the CDP trend, many others, including the mobile and telecommunications, healthcare and education industries, are also starting to make strides in their move to attain 360-degree views of their clients, customers, students and patients.

"Every industry that wants to provide a better service to its customers, or to improve its own productivity and efficacy, can benefit from this technology," says Lupambo.

This is extending to the government sector with tax authorities, including many in sub-Saharan Africa currently investigating how AI and CDPs can help them boost their tax collections and slow or even reverse the trend of shrinking tax revenues.

Lupambo says effective tax collection has become an increasingly urgent challenge for almost every revenue authority on the continent.

Increasing the efficiency of tax collections

A study conducted by the UN Economic Commission for Africa (UNECA) found that improved tax governance and efficiency could deliver as much as US$110 billion in new tax revenue between 2020 and 2025 – more than double the US$51.8 billion Africa received in official development assistance in 2018.

"In much the same way as private sector companies use CDPs to obtain comprehensive insights into their customers, tax authorities can flesh out their partial view of taxpayers by following the digital footprints we all leave, whether we realise it or not," Lupambo says.

"Even if an individual attempts to go off the digital grid by, for example, only using cash and avoiding social media, they will leave a trail somewhere."

Purposeful data processing

Legislation such as the Protection of Private Information (POPI) Act doesn’t protect such information from the government mandate to obtain information on citizens and residents for tax purposes. However, tax authorities don’t necessarily have to access information held by banks, for example.

They could obtain a great deal of data simply by trawling the databases in many different government departments, from Customs and Excise to the Deeds Office where all fixed property is registered, or even vehicle licensing departments.

"By tapping these sources of information and combining it with the power of AI and machine learning, the tax authority will be able to segment and predict which taxpayers to investigate. Indeed, the need for cumbersome lifestyle audits may also be reduced, as much of the anomalies in terms of declared income and undeclared assets could be readily laid bare," Lupambo concludes.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


Today's Tip of the Day - 0 - 100% Rollout Can Hurt

Read today's tip or listen to it on podcast.

Published: Thursday, September 23, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 

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