Digital Customer Engagement

for Driving Engaging Results

Our world today is a digital one. So are your customers,
in their behavior, mindset, and digital lifestyle.
They are always connected, through multiple devices
and always in the know, demanding much more.

Digital Customer Engagement is a revolutionary way for

businesses to engage with their digitally savvy customers
and become more meaningful in their lives.
With Digital Customer Engagement businesses can be
proactive, and adapt the dialogue with every customer to
their specific need and context, at that moment. They can
do this continuously, on every channel and touchpoint.

The results are remarkable, with far reaching impact on business performance: increased revenues, dramatically
improved customer loyalty and satisfaction, and a much more effective marketing organization.
AND THE NUMBERS SPEAK FOR THEMSELVES...
ENGAGING RESULTS: TIER 1 OPERATOR IMPLEMENTS A DIGITAL CUSTOMER
ENGAGEMENT STRATEGY FOR PERSONALIZED ‘OFFERS ON DEMAND’
With Pontis Engage the operator achieved:
20%
Revenue Increase Engagement
Increase
THE NEED
A Tier 1 European operator serving over 20 million users
sought to empower customers to choose from relevant and
personalized offers, anytime, anywhere. The operator wanted to
replace traditional “push” campaigns with an innovative way to
increase engagement and revenues.
THE CHALLENGE
For successful uptake of the service, the operator had to ensure
that there will always be personal and relevant offers covering
a variety of categories. These offers would also need to be
available on any channel, and throughout the continuous journey
already managed with each customer. Furthermore, the operator
also faced the challenge of how to get attention and “pull” the
customer to this innovative service, and turn this into an ongoing
engagement.
45% X3.5
Conversion
Increase
THE SOLUTION
The operator implemented the Pontis Offers On Demand
module on top of the existing Pontis Engage implementation
that was already deployed. With its capabilities to optimize Digital
Customer Engagement, Pontis enables the personalization
of the offers, both selecting which offers to present and also
personalizing those that were selected for individual needs.
Utilizing Pontis big data analytics and predictive models the
operator is able to leverage a real-time, contextual view of the
customer state during every engagement, and then generate
personalized offers that are optimized for each individual customer.
KEY TAKEAWAYS
• Pull channels are very valuable to managing Digital Customer
Engagement.
• These channels are highly complementary to engagement
strategies that are enacted on other channels.
• Pull channels brings additional value when delivering personalized
engagements that are based on real time context of the customer.
ENGAGING RESULTS: TIER 1 OPERATOR DOUBLES APP VISITS & ACHIEVES 4X
CONVERSIONS BY EXPANDING DIGITAL CUSTOMER ENGAGEMENT TO ITS MOBILE APP
With Pontis Engage the operator achieved:
X2
Increase in
App Visitors
THE NEED
A Tier 1 mobile operator, leader in its market, serving 30 million
customers, had made a strategic decision to bolster its market
position by bringing subscribers to engage on digital channels for
a better customer experience and deeper levels of engagement.
It was looking to enhance its mobile app experience and to
expand the mix of its Digital Customer Engagement that was in
place with Pontis.
THE CHALLENGE
The challenge was finding a way to drive customers to the app,
and to ensure high levels of usage and engagement beyond
the service activities that were already in place. Another
challenge was to be able to manage a coherent and consistent
engagement across all these channels and leverage the real
time context of customers to make the most relevant offers.
X4
Conversion
Rate
THE SOLUTION
The operator decided to expand the Pontis solution for Digital
Customer Engagement into its existing app and create a next
generation mobile app that will make available, for the first time,
personalized, contextual offers on an app.
The new app provides both a self-service interface for customers,
with all of their personalized, contextualized offers at hand. It also
offers content relating to their individual loyalty program.
KEY TAKEAWAYS
• Contextual, dynamic, and personalized offers provide value
for customers and drive app usage.
• An app with contextual offers supports a coherent and
consistent customer experience.
• A rich, visual interface for providing offers, through an app
drives engagement and conversion.
THE PONTIS EDGE: CT
DU EX P E R
PRODUCT–EXPERTISE–EXPERIENCE

TI
PR O

SE
We drive engaging results with over 600,000,000 customers worldwide and
billions of engagements every day. We do this by combining our unique product
with deep domain expertise, and over a decade of experience in delivering
personalized and optimized Digital Customer Engagement.

We have taken this experience and expertise and embedded it in Pontis Engage.
This means that the product comes with best practices already built in, and can be
found in the application user interface and functional levels, in the analytical models,
as well as in the pre-packaged implementations for leading use-cases and scenarios.

With our strategic business consulting and operational services, we bring

accountability for translating your strategies into results. Furthermore, with your
operational tasks and goals in our hands, you have the peace of mind that the XP
ERIENC

E
E
product is working for you and your goals.

ABOUT PONTIS ENGAGE

Pontis Engage provides the complete capabilities necessary for managing Digital Customer Engagement. It applies real-time big data
analytics, machine learning, and predictive modeling to gather data from numerous internal and external data sources, manage the real
time customer state and automatically drive customer engagements across outbound and inbound channels.
Pontis Engage delivers:

Real-time Customer State: for a contextual,

multidimensional view of every customer.

Adaptive Individual Customer Experience: to

automatically tailor every engagement to the
context of each customer for optimal results.

Allbound Customer Engagement: orchestrate

inbound and outbound engagements across
all channels

A Complete Solution: to capture all customer

events, leverage big data analytics, and
effective execution and fulfillment.

Embedded Expertise: embeds over a decade

of experience and best practices.

Real-time Dashboards, BI, and Reporting:

out-of-the-box implementation supporting
data-driven decisions.

Flexible Deployment Options:

available on premise and in the cloud.

ABOUT PONTIS
Pontis is the worldwide leader in providing Digital Customer Engagement solutions for revolutionizing how businesses engage with their
customers. The company has over a decade’s worth of experience and expertise in driving Digital Customer Engagements with over 600,000,000
customers worldwide. With extensive experience and domain expertise Pontis enables businesses to achieve engaging results and improve
strategic KPIs such as improving customer satisfaction and loyalty, and increasing revenues. For more information visit: www.pontis.com.

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