HCL Interact

HCL® Interact is an interactive engine that targets personalized offers to visitors of inbound marketing channels. You can configure Interact to be behavioral, strictly event-based, situational, strategic, and so on. Interact is a module within the HCL suite of Enterprise Marketing Management tools, and is integrated with IBM EMM.

What Interact does

Interact uses both online and offline data, including in-depth historical knowledge of customers plus current customer activities, to create real-time customer interactions. These interactions increase sales, build relationships, generate leads, increase conversion rates, optimize channel usage, and lower attrition. You can establish the business rules and sales or service strategies that drive real-time interactions, and modify them to reflect the continuous learning from your marketing efforts.

Use Interact to enhance your marketing efforts

Use Interact to give your marketing organization the ability to coordinate real-time inbound customer treatment strategies with your traditional outbound campaigns. With Interact, you use the power of IBM EMM to enhance your real-time marketing efforts in several ways:

  • Use your multi-channel operations.

    Use information from your customer touchpoints, including web, call center, in-store, branch, to develop knowledge of customers and prospects, create a consistent brand, and maximize customer communications.

  • Create leading-edge website personalization.

    Engage known and anonymous visitors, consider behavior, and personalize interactions with them by making cross-sell offers, selecting editorial content, offering appropriate service options, and coordinating banner messages.

  • Optimize contact center interactions.

    Use the power of your contact center for increased revenue generation and customer retention. Provide better interactive voice response (IVR) navigation, on-hold message selection, instant offers for retention and cross-selling, prioritization of offers, and website intervention (such as chat or VoIP).

Use Interact to refine your marketing strategies

You use Interact to control and fine-tune the real-time, analytical content that is delivered to your touchpoint systems. Your strategies can include factors that you consider important. These strategies can drive the response to specific customer actions, driving personalized content from an instant offer link on a website, to a cross-sell opportunity at a call center. Interact gives you control over critical online selling, marketing, and service strategies, and the ability to respond quickly to opportunities or changes in your marketplace.