Predictive Customer Interaction Management (PCIM)
Predictive Customer Interaction Management provides an integrated overview of stakeholders' interactions. PCIM tracks and integrates interactions that are real-time, event-driven, channel agnostic, whether inbound or outbound. It helps you provide better customer service, improve customer relationship and drive up-sell and cross-sell opportunities.
Features
- Provides consistent customer relationship management for outbound and inbound communications, addresses complexities of various inbound and outbound channels
- Effective customer interaction management from event-driven architecture (EDA) that is application and database-agnostic using TIBCO business events
- Allows businesses aligned along product lines to use both customer knowledge and data mining to publish product propensities
- Allows customer data to be distributed across multiple systems
- Combines rules, policies, inferences, and analytics - both statistical and probabilistic - to produce real-time recommendations
- Handles low latency requirements of real-time customer interactions
Differentiators
- Drives up-sell and cross-sell opportunities using both inbound and outbound events
- Incorporates a feedback model to calculate the effectiveness of models over macro and micro dimensions
- Knowledge and analytical models maintained by business users
- Dynamic rules-based offer management
- In-depth conversion tracking and analysis
- Dynamic channel synchronization and management
- Detailed sales process tracking including conversion exception tracking
- On-board measures, statistics and visibility featuring alerts