Focus: move portals to proactive concept. Portal can understand customer activities providing informations
based on customer profile and potential needs.
Customer propositions could be:
o Web page pushing
o Self service system integration (IVR o virtual assistant)
o Chat contact
o Web Call Back
o Audio and video contact
The information about customer navigation are stored into the Proactive Web DB.
This should be used in order to:
o Populate outbound campaign database
o Use this data for business analisys about customer usage of the web portal