Implementing Personalization Through All Channels Scenario

Use the following steps to implement this:

• Create or borrow the recommended products user interface (a recommended items applet already exists in Siebel eSales).

• Create personalization rules to target content based on the user profiles for both the logged-in user (the call center agent) and the secondary user (caller). These are called the Me and You profiles, respectively.

• Load the secondary user profile (You) when a customer calls.

When the customer calls the company, the call center agent knows the customer’s interests, concerns, service request history, and past purchases. The customer gets personalized attention and a more efficient response from the call center agent. The agent can recommend useful products to the customer for cross-sell and upsell opportunities.