ONE-TO-ONE MARKETING - BASE PRODUCT FEATURES Business Process Dialogues Develop scripted or conversational communication processes that drive effective consumer interactions. Design interactions to profile consumers, collect consumer satisfaction data, present sales promotions and develop product awareness. Multi-Channel Campaigns Process marketing campaigns that integrate consumer interactions from the telephone, e-mail, and web. Blend multiple channels within a single team of marketing agents, including inbound and outbound telephone calls, e-mails, and web interactions. Campaign Management Develop marketing campaigns, establishing audience and tracking effectiveness. Build campaign audiences using ad-hoc tools to segment consumer databases. Digital Call Recording and Quality Monitoring Record calls and integrate with the data collected during the call to perform effective quality monitoring programs. Campaign Analysis Reporting Reports and analytical tools that measure the effectiveness and accuracy of the marketing initiatives. Campaign Knowledgebase Develop a knowledgebase of information to assist agents in the accurate delivery of information. Interactive Voice Response (IVR) Offer self-service solutions via the phone that are integrated with the CRM business processes, such as literature and sample requests. Marketing Information/Sample Fulfillment Capture requests for product samples and literature. Integrated fulfillment from the sample requests. Integrated Data Management Automated data imports and extracts in custom formats. Data cleansed using industry standards and data augmented with address validation services. Consumer Dashboards Integrated view of interactions with a single consumer provides a profile that enables tailoring of the message based on consumer profile. Telephony Integration Call handling processes, such as call pickup, hold, record, mute, integrated into the marketing agents CRM workspace. CRM screen pop driven from inbound calls. 360 Degree Consumer View Visibility to all previous consumer interactions allowing easy access to information. ONE-TO-ONE MARKETING - OPTIONAL PRODUCT FEATURES Hot-Lead Transfer Integration with inside sales agents to convert hot leads without delay. Predictive and Power Dialing Drive campaign efficiency using tools to increase agent utilization by automating the delivery of consumers to be contacted via an outbound call. Reverse Yellow Page Lookup Process inbound telephone calls efficiently by looking up consumer data based on the consumer’s phone number. Consumer Marketing Analytics Custom analytical tools that enable analysis of consumer demographics and buying tendencies. Automated Marketing Campaigns Execute campaigns without agents using e-mail, microsites and automated dialing with recorded messages.