About the Personalization Through All Channels Scenario

A company wants to provide the same level of personalized service through all its channels, using the same set of personalization rules.

The company has the Siebel eSales Web site that it uses to sell its products. On this Web site the company recommends products to its customers.

The company also runs a call center. When a customer calls the company’s call center, the company wants its call center agents to recommend products based on the profile of the caller rather than the profiles of the agents.

The company also wants to recommend the same products to the customer as those recommended on the Web site.