interactive Dialog Manager (iDMTM) - Features
iDMTM is a powerful, easy-to-use, web-based solution designed to engage your prospects, customers,
business partners or employees in effective, timely and meaningful conversational dialogs based on their role, a current or
previous interaction with your organization or a point in time in the relationship. A built-in, closed-loop process assures
participants get the responses they need to encourage continuing participation in these dialogs.
Available as either a hosted solution or a server software license, iDM allows you to
create a dialog, solicit participation in the dialog,
collect responses from participants, respond to feedback from participants,
and analyze and report on your results.
| iDM v4.0 Features |
| Creating a dialog to ask for feedback |
- Designing a dialog requires no programming and facilitates rapid development.
- Multiple question formats and presentation options.
- Simple and complex rules that determine when sections of a dialog are displayed to a participant on a page can include responses to previous questions as well as known participant demographics.
- Customized dialogs for each participant.
- Question and answer choice randomization ensures better response validity.
- Multi-lingual capability for dialogs.
- Data validation assures correct data entry by participants.
- Dialogs can include graphics, multi-media and other elements.
- Dialog preview to assess dialogs and test functionality.
- Presentation elements to ensure that dialog presentation matches corporate identity.
|
| Soliciting participation in a dialog |
- Invitation messages generated to solicit participation through email can include pre-notification, invitation and tickler email messages.
- Invitation messages include a link to the dialog as well as an 'opt out' link.
- Email invitation manager tracks invitations and dialog participation.
- Web portal manages participation by an identified participant in invited dialogs as well as 'always on' dialogs.
- Participation by proxy provides a scripting capability for agents collecting feedback for a dialog on behalf of a participant.
|
| Collecting responses from participants in a dialog |
- Unlimited responses for each dialog.
- View results in real time, and download data as often as needed.
- Track responses to specific accounts, people, events, or activities.
- Filter responses based on date, account, participant, question, response or participant demographics.
- Export raw data to use in Excel and other external analytics applications.
|
| Responding to feedback received from participants in a dialog |
- Define workflow events that are triggered by feedback (as well as participant demographics)
in a response to the dialog. Workflow events provide a real-time response to the participant who submits a response to a dialog.
- Triggered workflow events provide a two-phase response to the participant in a dialog -
first, an immediate message or messages to the participant in the dialog followed with one or more events,
which include the following 'out-of-the-box':
- Alert via email and / or WAP messaging individuals in the organization.
- Respond by email to the participant in the dialog.
- Assign task(s) and notify assigned individuals in the organization to enable timely response and followup to the response and participant.
- Deliver high-impact, highly relevant marketing and relationship management messages to the participant in the dialog.
- Profile accounts / contacts to identify 'at-risk accounts', 'reference accounts', 'up-sell opportunities' and other
important categories used to shape business decisions and marketing / relationship management efforts.
- Direct participants to specific web pages.
- Automate follow up with the participant in a dialog with an invitation to a subsequent dialog to ensure that
issues identified are resolved - 'close the loop'.
- Workflow event framework and APIs support additional user-defined workflow event types.
|
| Reporting & Analytics |
- Gain detailed information about the responses to dialogs individually and in summary through a
series of reports, as well as integration to reporting and analytics applications.
- Configure executive dashboards to report on the key indicators used to guide critical business decisions and ensure that
everyone gets exactly the information they need for their roles.
- Report on statistics for a dialog including numbers of invitations sent,
response rate and silence.
- Report on individual responses to the dialog.
- Report on responses to the dialog by question with breakdowns by responses to selected questions.
- Report on responses to the dialog by verbatim question with optional text search.
- Report on workflow events triggered by responses to the dialog.
- Report on the scoring of responses to the dialog.
- Trend reports by month, quarter and year.
- Cross-tabulate data to compare responses across questions.
- Export compiled reports to word processing, spreadsheet or presentation programs.
- Provide access to compiled reports to decision makers and others in the organization through a report portal.
- Subscribe to compiled reports and have them delivered automatically by email to decision makers and others in the organization.
|
| Miscellaneous |
- Web form integration allows existing web site forms to be mapped to existing dialogs.
- Account & contact management provides feedback management by account and contact.
- Task management allows users to manage assigned tasks initiated by responses to dialogs.
- Scorecard alerting alerts to important trends that develop and are identified based on the scoring of responses to dialogs.
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| Security & Privacy |
- Data security through encryption during storage and transmission.
- SSL is available at no additional cost
- Secure, password-controlled response management environment.
- All dialog and participant information is strictly private and confidential.
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