Use the Negotiation capability in agent-assisted channels, for example, contact centers, to customize recommendations within a customer's budget.

The following procedure is an example of a negotiation stage in the retention journey of a customer whose long-term contract is coming to an end and is eligible for a multilevel subscription that includes his family members.

1. Analyze the Negotiation section, as shown in the following figure:

   

   A

   List of shared subscriptions.

   B

   List of individual subscriptions.

   C

   The average relevancy, commission, budget used, and budget available (minimum, target, and maximum) calculated by Pega Customer Decision Hub.

   D

   The total cost (monthly and one-time), including discounts.

   E

   Negotiation options menu:

   • View additional personalized discounts by clicking Add Discount.
   • Generate an offer comparison by clicking Compare. For more information, see Comparing actions with Bundle Negotiator in the Next-Best-Action Advisor.
   • Bookmark a recommendation by clicking Pin. For more information, see "Pinning" in Features of the Pega Next-Best-Action Advisor.
   • If you are unable to reach a satisfactory resolution, click Decline to indicate that the customer has chosen not to upgrade.
   • Pause the negotiation by clicking Save for later. For more information, see "Saving for later" in Features of the Pega Next-Best-Action Advisor.

2. View and add more subscription recommendations, accessories, or devices:
   1. See subscription recommendations by clicking the arrow next to the subscription name to expand the list of available options, as shown in the following figure:

      

      A

      Subscription name.

      B

      Subscription sub-category names.

   2. Next to Plan, see additional recommendations for the subscription by clicking View more.
      The subscription recommendations are determined by the strategy framework and are ordered based on priority.
   3. Next to a sub-category name, view devices and accessories for your subscription by clicking View more.
      A device can be a handset or a router. An accessory can be an item such as a charger or a phone case.
   4. In the applicable row, add subscription recommendations, devices, or accessories by clicking Add.
      The total cost now includes the subscription cost.
   5. View subscription recommendations, devices, or accessories, that are not in the list by clicking ActionsSearch offer, and then by searching by a name.
      For example: Searching for Premier returns all recommendations with that word in the product name.
      For more information, see "Searching by name" in Features of the Pega Next-Best-Action Advisor.
3. Negotiate a household discount:
   Note: The household discount needs to be within the budget.
   1. At the bottom of the Negotiation section, click Add discount.
   2. In the Personalized discount dialog box, from the list of available discounts, add a discount by clicking Add.
   Result: The cost of investment increases, while the cost to the customer decreases.
4. Compare the updated recommendation with the pinned recommendation by clicking Compare.
   See Comparing actions with Bundle Negotiator in the Next-Best-Action Advisor.
5. Accept a recommendation:
   1. In the Negotiation section, click Next.
   2. Complete the required fields on each screen and then click Next until you reach Confirm.
   3. Click Confirm.

• Tutorial: Understanding Pega Next-Best-Action Advisor capabilities