Deliver Contextually-Relevant, Real-Time Messages That Increase Customer Engagement

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1 Deliver Contextually-Relevant, Real-Time Messages That Increase Customer Engagement Teradata Real-Time Interaction Manager Features 9.15 TERADATA REAL-T IME INTERACTION MANAGER FEATURES

2 Pinpointing the right time and right message for each individual customer is only possible when you realize the value of individualized insights. Use Individualized Insights in Real-Time In a fast-paced, consumer-driven world, it s essential to respond to customers in real-time, regardless of the customer touchpoints involved. In fact, companies that aren t marketing in real-time are behind the curve roughly 76% of marketers use real-time marketing today. 1 The world s leading brands effectively collect enterprise-wide historical, lifestyle, event-based, proximity, and transactional data, and then use that data to power their marketing. This requires a renewed ability to leverage dynamic digital channels, making predictive next-best-offer decisions based on real-time triggers and customer data when the customer is still engaged. Individualized insights enable marketers to recognize a customer s path to purchase and design interactions that will engage them. Make real-time, one-to-one customer connections easily from a single solution and know more about your marketing, your customers, and your business. Power Your Marketing with Teradata Integrated Marketing Cloud What would you do if you knew you could achieve the individualized insights needed to power your real-time marketing? The ability to drive contextual customer connection starts with the Teradata Integrated Marketing Cloud, the critical component in gaining a centralized view of data from marketing initiatives throughout the organization. Simplify communications through holistic, deep, and actionable customer insights. Empower efficient marketing processes through Teradata s integrated and flexible platform. Deliver engagement through dynamic, real-time experiences. We power marketing. 1 Direct Marketing News, April 11,

3 Teradata Real-Time Interaction Manager enables marketers to execute inbound customer communications via every digital device. Enable Targeted Inbound Marketing Teradata s Real-Time Interaction Manager is a cloud-based or on-premise decision engine solution designed to support the customer communication needs of modern omni-channel marketers. By leveraging real-time customer interactions, predictive modeling, and self-learning capabilities, marketers are able to deliver the best contextually-relevant experiences through their customers preferred touchpoints. Real-Time Interaction Manager works with any online or offline channel whether it be , mobile, social, Web, call center, or point-of-sale. To help you stay ahead of the curve and retain your competitive edge, Real-Time Interaction Manager contains built-in models to help determine which message or offer is best for an individual customer. Your real-time marketing and customer engagements get smarter every second, making each new initiative more strategic and intelligent than the last. Powered by detailed customer data, Real-Time Interaction Manager predicts what your customers want before even they know. Real-Time Interaction Manager does the hard part for you. By synthesizing all relevant customer data current and historical customer buying patterns, location data, contextual data, and more it automatically optimizes customer interactions to ensure premium communications are being sent. One of the world s most successful car rental brands used Real-Time Interaction Manager to send realtime, individualized messages and unique offers to customers on multiple channels 3,700 call center agents, counter terminals, mobile devices, and the web site. The brand has revitalized its marketing with the ability to send 56,000 unique offers at any given time (80,000 during peak times)! 3

4 Marketers can set up campaigns, responses, and messages via every online and offline channel. 4 Teradata Real-Time Interaction Manager Features Here are the cornerstone features that make Real-Time Interaction Manager a powerful and flexible solution: Integrated Insights Real-Time Interaction Manager automates the task of assigning messages. The real-time decisioning engine uses detailed customer insights and cross-session context to marry the best offer to every customer at the point of interaction. Intelligencedriven interactions can also help quickly identify an answer to specific customer questions or problems. Direct communication with interactive channels leverages online and offline data to dynamically deliver optimized messages, offers, and content. More features that enable actionable insight include: Deliver the next best action within the context of a customer interaction. Automatically determine the best cross-sell opportunity for customers. Automatically determine the best up-sell opportunity for customers. Apply objectives and arbitration to a detailed customer profile created from historical and contextual data. Marketers have the ability to take their strategies and determine the priority of the messages they have crafted for those strategies. The decision engine uses arbitration to rank all the messages for optimal delivery. Define offers and eligibility criteria and prioritize based on business value. Execute and manage consistent, centralized actions across multiple channels. Self-Learning Capabilities Real-Time Interaction Manager provides a self-learning environment that models likely campaign responses with realtime decisioning to perfect message placement. Scores are automatically generated for your customers based on past behaviors and attributes in order to determine the best messages to send. Messages are based on known customer attributes and contextual session information, and can be sent through all offline and digital touchpoints including , Web, contact center, kiosks, point-of-sale, mobile, and others. Self-learning engine Real-Time Interaction Manager was built as a self-learning application this means it automatically optimizes messages, offers, and content, producing the desired content and delivery channel best suited for each customer. It analyzes realtime information to make optimal predictions such as: Likelihood to accept Customer satisfaction Net provider/promoter score (NPS) Affinity for early product adoption Lifetime value

5 Simulation insights allow marketers to understand expected impact and distribution of messages before and after campaign flow changes are made. Marketers have flexibility and ease-of-use when creating business rules. Business Rules Engine The drag-and-drop rule builder provides a simple way to create any type of rule from the simplest to the most involved at any point in the buy cycle. Taking into consideration customer purchase behavior, margin, loyalty, web activity, and more, marketers can build different, complex types of rules such as: Sequence-based rules for paths or sequential actions Comparison-based rules Contact history rules Message context rules for rules related to the current message only The Business Rules allow marketers to increase the relevancy of messages delivered to customers by taking into account all customer data. Contact History and Message Storing Each time a customer interacts with Real-Time Interaction Manager, it automatically captures customer data whether it is gender, age, location, previous purchases, or Web browsing behavior and leverages that data to send the best message, at the best time, through the best channel. Interaction Whiteboard The Interaction Whiteboard is an easy-to-use canvas enabling marketers to use compositional tools to define marketing strategies. Enables quick and easy definition of inbound campaigns. Adaptable to campaign workflows of varying complexity from the simplest to the most complex. Design, prioritize, and execute interactions to engage with your customers across a variety of touchpoints, both online and offline. The Interaction Whiteboard enables users to seamlessly design an inbound campaign flow, mapping out every message and offer. In addition, a centralized message repository stores all messages you design as well as the metadata describing the messages so you don t need to completely start from scratch next time you wish to create a similar message. 5

6 Simulation insights allow marketers to understand expected impact and distribution of messages before and after campaign flow changes are made. Simulation insights allow marketers to understand expected impact and distribution of messages before and after campaign flow changes are made. Actionable Simulation Insights Marketers can run simulation tests to better understand the anticipated results and predict how a campaign will play out with customers. After building out customer interactions in Real-Time Interaction Manager, running a mock campaign will give you a better idea of how the real campaign will perform. Make the necessary adjustments and you re ready to send real-time communications to your customers. Reporting and Analytics Use measurable reporting and analytics via interactive dashboards to understand campaign performance. Easily view how messages are performing on each channel and continuously improve your customer communication strategies. Real-Time Interaction Manager s reporting capabilities enable you to visualize message responses in various dimensions such as channels, interaction points, objectives, or strategies. Marketer-Friendly User Interface Based on a modern architecture and designed for marketers, an intuitive user interface enables marketers to spend less time figuring out how to use the application, and more time strategizing and communicating with customers. The user interface is web-based enabling marketers to quickly create rules to help drive the best content and messages for their future and current customers. Additionally, Real-Time Interaction Manager supports a number of the most modern technology stacks including: Hadoop Storage using HBASE and Cloudera, Web servers including WAS and Tomcat, and LDAP authentication. The Reporting capabilities within Real-Time Interaction Manager are marketer-friendly to ensure usability, and deliver a rich reporting layer with visualization of results for easy identification of insights. From communication building to arbitration to reporting, Real-Time Interaction Manager ensures easy consumption, quick adoption, and an intuitive experience for marketers. 6

7 Powering Your Real-Time Marketing Powering your brand using individualized insights is only possible once you ve completely embraced a data-driven marketing strategy. Today, individualized communications with customers will set elite-level brands apart from their counterparts who resort to slightly less targeted, personalized marketing or who still use a mass marketing approach. The need to deliver more timely and relevant offers is becoming an essential part of your ongoing conversation with customers. Teradata Real-Time Interaction Manager gives you the tools to compete in a competitive marketing space where every brand is vying for the top spot. Real-Time Interaction Manager enables you to manage the kind of fine-tuned connected interaction strategies that only true Integrated Marketing Management software enables. This solution delivers on the promise of data-driven marketing by helping you achieve successful customer interactions, high response rates, and measurable improvements in customer acquisition, retention, and profitability. For more information about the Teradata Integrated Marketing Cloud solutions, visit Marketing.Teradata.com. 7

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