ActiveInsight provides real-time campaign and customer experience management that optimizes the online self service channel

1. Turning Insight into Action Real-time Interaction Management for Online Self Service

2. Background In today’s real-time culture the web is one of the main interaction channels between companies and customers. Telco’s, Banks and Insurance companies are utilizing online self service applications that complement the contact center as a major customer interaction channel. Online self service has always conveyed a promise for improved service efficiency, cost reduction and potential sales opportunities.

3. Real-time, Adaptive Self Service As online self service grows wider with advanced web and mobile options various challenges and opportunities arise. Adapting to customer intent, behavior and potential in real-time is a key element in optimizing the online channel and providing a personal touch. If a self service portal could adapt in real-time to customers intent, current behavior and CRM/Social profile it would: React to up-sell and cross-sell opportunities with relevant special offers and increase sales efficiency. Provide improved service and customer retention. Reduce the number of incoming calls and reduce costs.

4. ActiveInsight ActiveInsight provides real-time interaction and customer experience management for online self service . We offer: Real-timemicro segmentation based on online customer intent and digital body language. Real-time correlation with existing data stores, CRM systems, contact center systems and social networks. An adaptive online experience, serving targeted content, special offers and promotions to specific customers. Real-time actionable insights fed to back end contact center systems. Quick, non-intrusive deployment.

6. Adaptive Content

7. Automated Special Offers

8. Back-end Feeds

9. Real-time VisibilityResolution or Failure Geo

11. Improved customer satisfaction.

12. Lower contact center costs.

13. Real-time detection of sales opportunities.

14. Improved sales effectiveness.

15. An effective personal touch in every online interaction.“With ActiveInsight, you will present the right message to the right person at the right time”

19. Customer fails buying stock

21. Customer checks additional service plans and opt-in options – offer focused packages

24. Pre-paid customer fails buying air-time

26. Some of our customers… * Initial Sales began on Q1-2011