Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Negotiation capability

Updated on January 18, 2022

Fulfill the negotiation process by reviewing the relevancy, commission, investment, one-time cost and monthly cost.

The Negotiation screen follows the same layout as the Recommendation screen, representing each subscription on the account a separate row.

Relevancy is the average relevancy of the actions in the recommendation.
The commission is the amount of points a customer service representative earns if the Customers accepts this recommendation. The commission is higher for recommendations that are better for the business. The value of the budget is determined by the investment budget, which in turn is determined by the Budget supporting decision.
The customer service representative should keep the investment cost of the recommendation below this investment, as this means a good deal for the business. If the customer switches to a cheaper plan, the business gets less value from this customer.

By opening a subscription and choosing View more, the Negotiator allows you to find alternatives to the initial recommendation. For example, you can add an accessory that was not part of the original recommendation, or switch the recommended plan to a cheaper, or a more expensive one.

Negotiator screen overview

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.

Additional actions of the Negotiator

Each subscription has a list of associated actions, which allow you to perform further actions on a specific subscription.

These additional actions include:

Replace recommendation
Allows you to copy the recommendation for one subscription to another subscription.
Search offer
Allows you to search through all the offers available for this subscription, regardless of their compatibility.
Note: For a full list of products and services, this feature must be integrated with your Product Catalog during implementation.


Negotiate recommendations to fit a customer's budget by using the discounts option.

If the discount for the recommendation is not sufficient, the Add discount Negotiator option shows all the available discounting options available for the customer.

Selecting a higher value discounts will likely increase the cost of the upgrade to your business, which is reflected in the investment shown in the cost area of the Negotiaton section.

For more information, see "Refining recommendations in Pega Next-Best-Action Advisor" in the Understanding Pega Next-Best-Action Advisor capabilities tutorial on the Pega Next-Best-Action Advisor product page.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us