Web & eBusiness

Successful online businesses translate superior customer service into new customer purchases, high retention rates, greater revenue and better margins.

Coral8 goes beyond traditional web analytics solution by analyzing your customer web interactions in real time 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:

• Respond to customer's web experience problems as they are happening by sending contextual information to call center agents for resolution
• Identify interest in certain products or services and immediately issue personalized offers in the same session to influence customer behavior and accelerate purchases
• Isolate fraudulent activity, terminate the session or notify investigative personnel, and capture all required forensic data

Continuous Intelligence™ for Real Time Decision & Business Execution

Coral8's Complex Event Processing (CEP) platform provides the ideal foundation for live analytics that drive proactive eBusiness operations. Leverage the four attributes of Coral CEP to process and analyze high volume eBusiness interaction data and achieve revenue goals:

• Real-time – Coral8 analyzes what it happening right now to drive in-the-moment actions, maximizing revenue and mitigating risk represented by that visitor.
• 360 degree – Coral8 integrates and analyzes 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 reaches 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.

Strengthen Online Experience Management

Coral8's CEP infrastructure software proactively manages your online customer experience. Its event–driven architecture enables enterprise-scale Customer Experience Management (CEM) to:

• Isolate and solve customer roadblocks in real-time for streamlining transaction paths and lowering 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.

Coral8-based CEM gives you a 360 degree, live viewing 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.

Reduce Fraud

The Coral8 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.

Coral8 detects fraud signals and drives instantaneous actions to prevent damage. Coral8 also captures and stores detailed forensic information required for prosecution.

Enhance 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.

 

Download the Coral8 Customer Experience Management solution paper.

• Read customer successes!
• Learn how Continuous Intelligence™ improves Customer Management and Real Time Operations