deliver contextually-relevant, real-time messages that...

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

MARKETING.TERADATA.COM2

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. ™

Pinpointing the right time and right message for

each individual customer is only possible when you

realize the value of individualized insights.

1Direct Marketing News, April 11, 2014. http://www.dmnews.com/infographics/infographic-the-power-of-real-time-marketing/article/342292/

http://www.dmnews.com/infographics/infographic-the-power-of-real-time-marketing/article/342292/


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

email, 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 real-time, 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)!

Teradata Real-Time Interaction Manager

enables marketers to execute inbound customer

communications via every digital device.


Teradata Real-Time Interaction Manager Features

Here are the cornerstone features that

make Real-Time Interaction Manager a

powerful and flexible solution:

Integrated InsightsReal-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. Intelligence-

driven 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 CapabilitiesReal-Time Interaction Manager provides

a self-learning environment that models

likely campaign responses with real-

time 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 email, 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 real-

time information to make optimal

predictions such as:

– Likelihood to accept

– Customer satisfaction

– Net provider/promoter score (NPS)

– Affinity for early product

adoption

– Lifetime value

Marketers can set up campaigns, responses, and messages via every online and offline channel.


Business Rules EngineThe 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

StoringEach 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.

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.

Interaction WhiteboardThe 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.

Simulation insights allow marketers to understand expected impact and distribution of messages before and after campaign flow changes are made.

The Interaction Whiteboard enables users to seamlessly design an inbound campaign flow, mapping out every message and offer.

Marketers have flexibility and ease-of-use when creating business rules.



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.

Actionable Simulation InsightsMarketers 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 AnalyticsUse 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 InterfaceBased 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 includ-

ing: Hadoop Storage using HBASE and

Cloudera, Web servers including WAS

and Tomcat, and LDAP authentication.

From communication building to arbitration to reporting, Real-Time Interaction Manager ensures easy consumption, quick adoption, and an intuitive experience for marketers.



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.

http://Marketing.Teradata.com

10000 Innovation Drive, Dayton, OH 45342 Marketing.Teradata.com

“We power marketing.” is a trademark, and Teradata and the Teradata logo are registered trademarks of Teradata Corporation and/or its affiliates in the U.S. and worldwide. Teradata continually improves products as new technologies

and components become available. Teradata, therefore, reserves the right to change specifications without prior notice. All features, functions, and operations described herein may not be marketed in all parts of the world. Consult your

Teradata representative or Marketing.Teradata.com for more information.

Copyright © 2015 by Teradata Corporation All Rights Reserved. Produced in U.S.A.

9.15 EB-9051

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