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Vodafone UK: Ingest, Manage, Store, and Process Customer Events

Vodafone UK has identified that data is the lifeblood of an always-on marketing/decisioning solution. Providing the ability to listen, process, respond to, and store customer- and system-generated events is central to the enterprise’s implementation. Vodafone used Pega’s utilities and toolkit to automatically listen to multiple (simultaneous) sources of event data, through batch (file-based), real-time (API-based), and streaming data feeds. The feeds are processed and aggregated in real time based on event-handling rules through Pega Event Strategy Manager.

With Pega’s UI toolkit, the brand implemented business friendly portals to manage the events through different technical capabilities. Hear how Vodafone UK implemented this solution to determine customer intent across channel touchpoints by using a natural-language-based selection in IVR, as well as customer browsing behavior from website and app, traffic usage, and customer events, such as abandoned baskets, data exhaustion, and leave requests.


Tags

Industry: Communications Service Providers Product Area: Customer Decision Hub Product Area: Marketing Topic: AI and Decisioning Topic: Customer Engagement Topic: Digital Transformation Topic: PegaWorld Topic: Personalized Customer Experiences

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