Teradata Partnership Brings Real-Time Decisioning Capabilities to Companies Ready to Enhance Customer Experience

Marketers get relevant ‘next best activity’ recommendations while ‘live’ with customers

DAYTON, Ohio – Teradata, a division of NCR Corporation (NYSE: NCR), today announced the enhancement of its Teradata Customer Management Solutions portfolio with a software module known as CRM Epiphany Inbound Marketing, licensed from new Teradata alliance partner Infor, one of the world’s largest providers of enterprise software. By integrating the Infor tool with its comprehensive Customer Management Solutions portfolio, Teradata is able to deliver highly relevant, uniquely personalized recommendations in real time, while the customer is online, on a phone call or at a point of sale.

“The addition of ‘next best activity’ capabilities to Teradata CRM creates a single, best-of-breed portfolio that integrates the best of operational and analytical CRM in a single, unified data environment,” said Sheryl Kingstone, research director at analyst firm Yankee Group.

“Companies that use personalized, targeted offers involving inbound interaction see tangible gains such as Web click-through rates as high as 40 percent and offer acceptance rates six times higher than with mass-marketed materials. This should be an important consideration for any organization serious about leveraging enterprise intelligence to create timely, relevant customer experiences in a complex, multichannel marketplace.”

The combined functionality of Teradata’s Customer Management Solutions with the Infor module, rebranded as Teradata Interaction Advisor, provides a vehicle to fuse information from the Teradata Warehouse with real time interactions, enabling the business to engage the customer while “live” in session. Teradata’s active enterprise intelligence capabilities provide immediate integration of detailed personal profiles and history, combining this with “live” data for the most relevant customer experiences based on a complete view of the relationship.

“Every customer interaction is an opportunity to make a new offer, improve retention, increase revenue, build loyalty, or strengthen the brand,” said Gregg Monastiero, senior vice president, Strategic Solutions, Infor. “We are excited about the future as a partner with Teradata, where together, we now provide an unsurpassed array of intelligence-driven CRM capabilities for today’s power marketers.”

This product is the cornerstone of a new Teradata offer called Next Best Activity, which allows marketers to easily define offers and eligibility criteria, and prioritize actions based on business value. The result is a highly relevant customer experience that is in line with the company’s customer strategy, across channels and in the form of a personalized and meaningful dialogue.

“Our relationship with Infor creates a natural extension to Teradata’s Customer Management Solutions portfolio,” said Scott Gnau, Teradata chief development officer. “It provides a combination of real-time, self-learning decisioning, with historical behavior and trending analytics – seamlessly integrated with feedback capture and managed within a single customer strategy framework to enhance our customers’ ability to provide their customers with the best experience. The benefits are higher cross-sell results, greater loyalty and greater employee satisfaction because of increased significance, relevance and timeliness within the customer interaction.”

Award-winning data warehouse practitioner AT&T uses both the Teradata Warehouse and Infor’s CRM Epiphany solutions in the context of its marketing programs.

Teradata continues to deliver on its commitment to enhance its Teradata Customer Management Solutions portfolio, adding new features and capabilities on an ongoing basis. Newer features include complex offer optimization; extended access to marketing automation; simplified data import capabilities; improved reusability of campaign components and expanded Web compatibility. These new capabilities leverage Teradata’s established global leadership in advanced, data-driven customer management and deep expertise in marketing automation.