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Turning Insight into Action,[object Object],Real-time Interaction Management for Online Self  Service,[object Object]
Background,[object Object],In today’s real-time culture the web is one of the main interaction channels between companies and customers.,[object Object],Telco’s, Banks and Insurance companies are utilizing online self service applications that complement the contact center as a major customer interaction channel.,[object Object],Online self service has always conveyed a promise for improved service efficiency, cost reduction and potential sales opportunities. ,[object Object]
Real-time, Adaptive Self Service,[object Object],As online self service grows wider with advanced web and mobile options various challenges and opportunities arise.,[object Object],Adapting to customer intent, behavior and potential in real-time is a key element in optimizing the online channel and providing a personal touch.,[object Object],If a self service portal could adapt in real-time to customers intent, current behavior and CRM/Social profile it would: ,[object Object],React to up-sell and cross-sell opportunities with relevant special offers and increase sales efficiency.,[object Object],Provide improved service and customer retention.,[object Object],Reduce the number of incoming calls and reduce costs.,[object Object]
ActiveInsight,[object Object],ActiveInsight provides real-time interaction and customer experience management for online self service . We offer:,[object Object],Real-timemicro segmentation based on online customer intent and digital body language.,[object Object],Real-time correlation with existing data stores, CRM systems, contact center systems and social networks.,[object Object],An adaptive online experience, serving targeted content, special offers and promotions to specific customers.,[object Object],Real-time actionable insights fed to back end contact center systems.,[object Object],Quick, non-intrusive deployment.,[object Object]
Real-time Segmentation based on Digital Body Language,[object Object],Forms,[object Object],Onlinebehavior,[object Object],OnlineInteractions,[object Object],External Data Sources,[object Object],Requested Service/Info,[object Object],Customer Intent,[object Object],Email,[object Object],Online Process,[object Object],Up-sell &,[object Object],Cross-sell Opportunities,[object Object],correlation,[object Object],[object Object]
Adaptive Content
Automated Special Offers
Back-end Feeds
Real-time VisibilityResolution or Failure,[object Object],Geo,[object Object]
Business Benefits,[object Object],[object Object]

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Active insight real time interaction mgmt for online self service