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Negotiation strategies in a Pega Customer Decision Hub implementation for communications

Updated on September 10, 2021

An implementation of Pega Customer Decision Hub for communications employs personalized and advertised offer bundles. Bundles include services such as TV, internet, phone, mobile, and so on. Advertised bundles are pre-configured and are readily available for the customer. Personalized bundles are created during an interaction with the customer by adapting to the answers that the customer gives to a set of questions. The application includes Pega-provided strategies for acquisition and retention scenarios in the negotiation journey.

Real-time containers and strategies

The following real-time containers are used by the negotiation journey:

Negotiation journey real-time containers
IdReal-Time ContainerStrategyUsage
1Next Best ActionNBA_TopLevelDetermines the Next Best Action
2Retention OffersRetentionAllOffersReturns prioritized offers for retention
3Retention BundlesRetentionBundlesReturns prioritized bundles for retention
4Acquisition OffersAcquisitionAllOffersReturns prioritized offers for acquisition
5Acquisition BundlesAcquisitionBundlesReturns prioritized bundles for acquisition
6BudgetNegotiationBudgetReturns the budget for Bundle Negotiator
7Acquisition Offers SearchAcquisitionOffersSearchUsed when customers search for acquisition offers
8Retention Offers SearchRetentionOffersSearchUsed when customers search for retention offers
9Current BundleCurrentHoldingsReturns the Product Holdings offers for retention
10NBA RecommendationsAcquisitionAllOffersProvides the Next Best Plan while hovering over categories in Needs Assessment for Acquisition
11Retention NBA RecommendationsRetentionAllOffersProvides the Next Best Plan while hovering over categories in Needs Assessment for Retention
Note: In version 8.6, the capabilities of the Pega Customer Decision Hub™ for Communications application (earlier Pega Marketing™ for Communications) are merged with Pega Customer Decision Hub. You can implement Pega Customer Decision Hub for communications by adding components. For more information, see Communications and financial services applications merged with Pega Customer Decision Hub.

Starting in version 8.5, Pega Customer Decision Hub is Pega's main solution for one-to-one customer engagement, combining the features available in previous versions of Pega Marketing™ and Pega Customer Decision Hub with many new features. Pega Marketing is no longer available as a separate product.
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