Abstract: The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent.

Abstract: A service delivery platform receives a request for a catalogue. The system obtains subscriber-specific multi-media catalogue entries based on profile information stored with the service delivery platform. The system sends the subscriber-specific catalogue entries along with service details of the subscription back to the subscriber.