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Negotiator screen overview

Updated on May 10, 2021

If after needs assessment the recommendation still does not meet the customer's expectations, or maybe they just require a little extra discounting, the Negotiator screen allows the agent to further refine the Recommendation by choosing from a list of alternative offers, ranked by Pega Customer Decision Hub.

Negotiator is constrained by a budget, which ensures that the offering and price are consistent with the business policy in terms of the customer value. The budget also determines how much the business wishes to invest to acquire or retain the customer. When the budget is exceeded, the investment indicator shows a warning in red.

The agent can access alternative discounts to further personalize the price point of the recommendation. The agent sees how well the offered discount fulfills their targets thanks to the investment gadget on the on the negotiation screen. Adding a discount that is a good deal for the business will make the investment indicator green, discounts that are a moderate - amber, and large disconts - red. In this way, the agent is encouraged to maximize the ROI by retaining the client without giving away too much of the investment budget.

Tip: KPI data is stored in the cdh_data_negotiation_outcome database table. You can build you own business intelligence reports by using an ETL tool to move the data to your Business Intelligence Reporting tool of choice.

Should the list of offers available not be sufficient, a Search capability is available to find alternative offers. It is possible to integrate this with a Product Catalog in situations where the agent requires access to the full list of products.

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