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Inbound interfaces

Suggest edit Updated on January 22, 2021

Pega Customer Decision Hub for Communications provides reference outbound campaigns. Each of these campaigns uses an individual strategy or combination of strategies and targets a specific audience. The following table lists the sample campaigns and their intended use:

StrategyDescription
Poor NPS EventPega Customer Decision Hub for Communications determines the Next-Best-Action to increase NPS after a poor NPS is reported and the best channel through which to execute it (for example, Web, mobile, Interactive Voice Response (IVR), and so on).
Next Best OfferPega Customer Decision Hub for Communications decides the Next-Best Offer for a customer within the context of a specific interaction or based on specific feedback. Next Best Offer strategies include Customer Service Strategy, Billing Strategy, Network Strategy, Service Strategy, Handset Strategy, and IVR options strategy.
Poor Quality of ExperiencePega Customer Decision Hub for Communications gathers negative customer feedback about a recent experience and uses the data to trigger a poor quality of experience campaign. Pega Customer Decision Hub for Communications segregates the poor QoE strategy into two sub strategies: Poor QoE events on a wireless network, and Poor QoE on a wireline/cable network.
GeolocationPega Customer Decision Hub for Communications allows you to send offers to customers based on the customer’s presence in a geographical location, determined by latitude and longitude, and a predetermined radius.
Poor OnboardingThis camping is to send out offers to customers who didn't not have the best of onboarding experience. It is an important step to curtail churn and improve NPS.
Roaming Limit BreachWhen customers breach their plan usage thresholds while on roaming, PMC will trigger this event-based campaign to inform customers as well as send suitable offers.
Terms and Conditions BrowseA campaign which is to target customers who might be browsing the Terms and Conditions page on the CSP's website. As this is indicative of churn, the campaign is triggered to send out an offer with an intent to assuage the customer. A real time event would trigger this campaign.
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