eBusiness Optimization

Download the Coral8 Customer Experience Management solution paper.

Read how Sallie Mae used Coral8 for eBusiness optimization.

The internet has dramatically changed how a business interacts with its customers. In a retail or service center setting, representatives can listen to customer needs and provide the best possible advice. On the internet, customer interactions have become an anonymous series of clicks, hits, downloads and actions with little discernable information. But, the objectives are the same today as they have been for years – translate superior customer service into new customer purchases, high retention rates, and greater revenue and better margins.

Realtime Actions, Not Just Web Analytics

Coral8 goes beyond your traditional web analytics solution by analyzing your customer web interactions in realtime to drive in-the-moment, personalized actions. With Coral8 you don’t just see what is happening, but are able to identify critical, sensitive patterns of events within and across sessions to execute immediate actions:

• Seeing customer website experience problems and thereby sending contextual information to call center agents who can then efficiently work with the customer to solve the problem.
• Identifying interest in certain products or services and immediately issuing personalized offers in the same session to influence customer behavior and accelerate purchases.
• Isolating fraudulent activity and thereby terminating the session or notifying investigative personnel and capturing all required forensic data.

Coral8 for Realtime eBusiness Actions

The Coral8 CEP platform provides the ideal foundation for real-time solutions which drive proactive eBusiness operations. Coral8 can process and analyze high volume eBusiness interaction data in four unique ways:

• Real-time – Coral8 analyzes what it happening right now to drive “in the moment” actions that maximize the revenue or eliminate the risk represented by that visitor.
• 360 degree – Coral8 can integrate and analyze live event data with multiple sets of historical and customer data (including internal private data) for a complete view of current activity.
• Granular – Coral8 analyzes detailed interaction data in real-time to drive one–to–one actions.
• Cross channel – Coral8 event–driven analysis can reach across all customer interaction points: web, call center, IVR and more.

The familiar yet powerful Coral8 language (CCL) and the dynamic deployment capabilities of the Coral8 Engine enable rapid, easy addition and modification of query modules and pattern algorithms to accommodate changing business conditions such as new customer segments, fraud schemes, and security threats.

Online Experience Management

Coral8 CEP software provides the ideal infrastructure software to proactively manage your online customer experience. The unique, event–driven architecture of the Coral8 CEP software enables enterprise-scale CEM that delivers business critical solutions which:

• Isolate and solve customer roadblocks in real-time to streamline transaction paths and lower abandonment rates.
• Coordinate customer activity between online sessions, IVRs and call centers for a better overall customer experience.
• Generate personalized cross-sell or up-sell offers based on how customers are behaving at this moment.
• Tailor product merchandising to the immediate behavior of visitors.

Customer Experience Management based on Coral8 gives you a 360 degree, real-time view of activity across all customer channels, and enables you take proactive marketing and merchandising techniques to newer channels such as the web applications and IVR systems.

Fraud

The Coral8 Complex Event Processing (CEP) software provides a scalable infrastructure solution for fraud detection and prevention. It enables real-time detection of complex event patterns that represent fraud within large-volume, high-speed transactional and interaction data, including:

• Detection of abnormal application, session, request and user behavior.
• Monitoring for invalid access to applications, the exploitation of application interfaces, or the misappropriation of application resources.
• Discovering the injection or manipulation of application content for malicious control of applications.
• Detecting invalid protocols and encoding use for unauthorized access or security circumvention.

Fraud “signals” detected by the Coral8 Engine can drive instantaneous actions that prevent damage from fraud and can capture and store detailed forensic information required for prosecution.

Security

Growing security threats and increasingly complex application, system and network configurations have made monitoring IT networks a nightmare. Coral8 CEP provides flexible, real-time processing and analysis services for monitoring and managing security threats. Coral8 offers the power, flexibility and performance to analyze complex IT network, system and software configurations in real-time for security problems.