Topic
  • 4 replies
  • Latest Post - ‏2014-01-25T23:54:25Z by Eash
SystemAdmin
SystemAdmin
12 Posts

Pinned topic Any Feature/module in Unica to show customer information with offers in screen

‏2012-06-12T18:17:54Z |

Hi,

We have a particular requirement to show the customer related data and his offers in screen, after campaign gets executed.

Is there any module having the feature to show customer information in screen?

(eg) Call list is prepared through campaign. Now the agent wants to call the customer directly and in the time of calling he wants to have the customer information in front of him( like how the call centre people will work) Is there any feature like this in UNICA?

Please let us know as early as possible.

Thanks,

Ashish

Updated on 2012-06-12T18:17:54Z at 2012-06-12T18:17:54Z by SystemAdmin
  • SystemAdmin
    SystemAdmin
    12 Posts

    Ashish, There are a couple of

    ‏2012-06-12T18:17:54Z  

    Ashish,

    There are a couple of options for retrieving customer information.  It really depends on the use case you're looking for.

    • Cognos can create custom customer lookup reports that allow users to enter an id and return back whatever information is desired on the customer that is available in the data mart.  This would be more relevant to a marketer looking to spot check or trouble shoot records and usually wouldn't be utilized by a call center agent.

    If the goal is to provide the call center agent with customer level information and offers there are a couple of other options.

    • As records are exported out at campaign execution to be loaded to the call center application, you could export customer level information to be loaded with the offer level information.
    • If you're looking for truly real time offers being tendered through a call center application, With Unica Interact, marketers can personalize in real time the experience of customers interacting with Web sites, call centers, and other inbound marketing channels.  Ultimately Interact is going to present an offer but can also pass customer level data as well as session level data (referring site, search words, etc).  See http://www.unica.com/products/real-time-inbound-marketing.htm for more information.

    Hope this answers your question.

    Aaron

  • SystemAdmin
    SystemAdmin
    12 Posts

    Thanks for the information

    ‏2012-06-12T18:17:54Z  

    Ashish,

    There are a couple of options for retrieving customer information.  It really depends on the use case you're looking for.

    • Cognos can create custom customer lookup reports that allow users to enter an id and return back whatever information is desired on the customer that is available in the data mart.  This would be more relevant to a marketer looking to spot check or trouble shoot records and usually wouldn't be utilized by a call center agent.

    If the goal is to provide the call center agent with customer level information and offers there are a couple of other options.

    • As records are exported out at campaign execution to be loaded to the call center application, you could export customer level information to be loaded with the offer level information.
    • If you're looking for truly real time offers being tendered through a call center application, With Unica Interact, marketers can personalize in real time the experience of customers interacting with Web sites, call centers, and other inbound marketing channels.  Ultimately Interact is going to present an offer but can also pass customer level data as well as session level data (referring site, search words, etc).  See http://www.unica.com/products/real-time-inbound-marketing.htm for more information.

    Hope this answers your question.

    Aaron

    Thanks for the information Aaron. Already we checked the link suggested.

     

  • SystemAdmin
    SystemAdmin
    12 Posts

    Thanks for the information

    ‏2012-06-12T18:17:54Z  

    Ashish,

    There are a couple of options for retrieving customer information.  It really depends on the use case you're looking for.

    • Cognos can create custom customer lookup reports that allow users to enter an id and return back whatever information is desired on the customer that is available in the data mart.  This would be more relevant to a marketer looking to spot check or trouble shoot records and usually wouldn't be utilized by a call center agent.

    If the goal is to provide the call center agent with customer level information and offers there are a couple of other options.

    • As records are exported out at campaign execution to be loaded to the call center application, you could export customer level information to be loaded with the offer level information.
    • If you're looking for truly real time offers being tendered through a call center application, With Unica Interact, marketers can personalize in real time the experience of customers interacting with Web sites, call centers, and other inbound marketing channels.  Ultimately Interact is going to present an offer but can also pass customer level data as well as session level data (referring site, search words, etc).  See http://www.unica.com/products/real-time-inbound-marketing.htm for more information.

    Hope this answers your question.

    Aaron

    Thanks for the information Aaron. Already we checked the link suggested.

     

  • Eash
    Eash
    1 Post

    Re: Thanks for the information

    ‏2014-01-25T23:54:25Z  

    Thanks for the information Aaron. Already we checked the link suggested.

     

    IBM (Unica) Campaign integrated with SugarCRM is the solution you are looking for.

    Customer information can be displayed with inventory of eligible Offers on the CSR's screen.