Customer Advisor collects information about each web site session.
The Customer Advisor Engine of Rules can analyze web customer behavior. It can verify agent availability for interactions (it is possible due integration with Contact Center systems, e.g. Interactive Intelligence). Customer Advisor is able to conduct customers’ classification (VIP customer or perspective). Rules can be used to change web session priorities, assign goals and perform actions.
Examples of data that can be collected during the web session:

• time spent by your customer on a specific page
• addresses of visited pages
• elements that was pushing on the page
• values putting to the blank
• interaction with web-site’s elements

The solution predicts the potential Customer’s behavior on the webpages to react in better and more personalized manner to the Customer needs and present personalize offer or adds in the proper moment.

Proactive engine is the core of the Customer Advisor solution that is gathering information about the customer’s navigation at the web site and then applies business rules to the customer web session. When the customer’s monitored web-session behavior matches a predefined business rule, a specific action may be taken. Several different actions can be triggered by Customer Advisor rules i.e.:

• Chat: an invitation to chat appears. A contact center workgroup assigned to the chat can be easily configured as an action property. Moreover, the customer can request a chat interaction through a static or dynamic button on the web page.
• Callback: customer’s data are collected through a web form and, after customer acceptance, the callback request is submitted. A contact center workgroup assigned to the callback is configurable as an action property.
• Alert: a text message is presented to the customer in the foreground of the current visited web page. The layout of the message can be easily customized using a dedicated editor.
• Focus: an HTML item is highlighted by an arrow-pointer on the web page. Arrow layout can be customized with a simple editor.
• Auto fulfillment: a field in a form can be automatically fulfilled by an agent with a predefined text. A focus action is used, as described above, to highlight the text.
• Redirect: The web session can be redirected towards a predefined HTML URL.
• Banners: it is possible to show a popup message, configurable (graphical layout) in the administration console.

Every action, before being triggered, must be accepted by customers, so companies can support them in a right and non-invasive way.

Customer Advisor has advanced mechanism of remote assistance (cosurfing, cobrowsing).
Within the frame of contact with users (chat, telephone, video) system provides possibilities of collaboration – common reviewing or remote support of internet session. Cobrowsing is a proactive action, which is conducted by Contact Centre agents when the user has problems with navigation or questionnaire fulfilment on the web site. Providing an assistance in such kind of situation visibly accelerate process of problem solution and enhance the level of customer experience.

In marketing and business intelligence, A/B testing is jargon for a randomized experiment with two variants, A and B, as opposed to multivariate tests which include more than just two variables to be tested within one experiment.

Examples of A/B tests:

• A shorter and longer version of the same page;
• Differing graphical elements of the same page;
• A version with less or more boxes to fill in a web form

Examples of multivariate tests:

• Header testing (length, form, meaning, colour);
• Button testing (colour, form, function);
• Graphics testing (colour, content);
• Forms testing (number and allignement of fields, help text)

Customer Advisor is completely integrated with Customer Interaction Centre from Interactive Intelligence so that it becomes the perfect choice for ININ customer that wants to increase multichannel web proactivity of any solution. This integration allows Customer Advisor to be informed in real time about CIC statistics (agent availability, AWT, etc) before triggering any interaction.
Customer Advisor also can use data from other external sources as business rule parameters, attributes or action sources. Integrating with external tools or systems can be performed via REST service.

All data gathered by Customer Advisor during Customer or potential Customer web page navigation, is cached. Customer Advisor registers both Customer activity as well as proactive actions generated by the business rules. In other words, apart from web page navigation history, Customer Advisor also registers data concerning actions taken during webpage navigation, fulfilled conditions and rules, as well as achieved results (categorisation).
Presently Customer Advisor caches the data, and after session time-out the data is sent to a data base.
External tools such as Software Mind can be used to design and generate reports.