How it Works

Interaction Optimizer does three important things in the time it takes to say ‘hello’...

  • It retrieves information from across the organization

  • It brings together business rules and predictive analytics in a centralized decision centre

  • It delivers real-time intelligent prompts or best next-action recommendations to the point of interaction

  • It captures the results, for monitoring and continuous improvement

What’s under the hood?

Portrait's Interaction Optimizer solution includes three core components to allow you to manage, execute and monitor your customer experiences:

  • Strategy Manager – where marketing and business strategists create campaigns, rules and messages. The point and click configuration environment lets you build and prioritize rules for each channel.  Combine dynamic customer scores, segmentation and lists to generate highly targeted, relevant interactions.

  • Rules Engine executes in real-time the models that define the business strategy.  Combines execution of business rules with predictive analytics to generate the ideal next action (or set of prioritized actions ) for every interaction. 

  • Interaction Monitor – the management reporting centre for continuous improvement of customer experience management.  It provides a complete overview of the key performance indicators , including how many recommendations are being made, how many are being positively or negatively received and the performance of the actions against the control group.   There are several hundred report combinations which allow a detailed analysis of the performance of the recommendations.

These three components provide a complete system in which business rules can be combined with any analytical models to generate real-time scores for every interaction – so that your customer experience management can be continually improved. 

The result is a new kind of customer experience: informed, relevant, timely and context-sensitive.

Find out more about customer experience management with Portrait Interaction Optimizer...

Integrating Portrait Interaction Optimizer with your CRM...

Inbound customer experience management campaigns...

The bottom line customer experience management benefits...

A sample decision tree - 'The Best Next Action'...

Customer experience management CASE STUDY!  Nationwide sets the pace...

 

Crossing the Channels

Traditional CRM can deliver static treatment strategies through one channel at a time.  Change your rules or tweak your models and you have to re-code for the web, the call centre and the retail channel screen.  With Interaction Optimizer, you create your strategy once and deploy it to all channels instantly.