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Your Web sites are a strategic platform to support your most • Offers a compelling customer experience with timely and
critical business objectives: finding new customers, improving relevant communications.
customer satisfaction and increasing customer value. With
• Enables short-term results – initial dialogs can be up and
Vignette Dialog, you can now leverage your investment in your
running within weeks – as part of a comprehensive and robust
Web sites and portals with a software solution that can automate
platform.
personalized sequences of customer interactions, or dialogs,
across Web sites, portals, e-mail, wireless, direct mail and more • Vignette Dialog offers an intuitive interface that empowers your
to create loyal, profitable relationships. marketing team to create high-impact, profitable dialogs with
customers.
Features Benefits
Dialog designer Create sequenced, results driven customer interactions through a drag and drop interface
Comprehensive Help ensure the readiness and seamlessness of your dialog before programs are implemented with multiple, easy to
dialog testing use testing tools
Multi email support Achieve successful message delivery by sensing the recipient’s system capabilities and automatically sending
and detection personalized messages in text or HTML
Gain detailed information about your program results through an extensive series of reports, including: response and
In-depth reporting
click through tracking, lift analysis, drill down from graphical results, free form text responses, and email delivery
and analysis statistics (hard bounce, soft bounce) showing the number of messages that are bounced for each Dialog
Track customers responses, analyze campaigns and measure your marketing ROI, all in real time, right from your
Marketer’s Console desktop; compare campaigns and dialogs across multiple time periods for a more accurate view of your results
Cost analysis Capture and analyze both variable and fixed costs with detailed cost breakdowns
Bounce Add a custom bounce message to the Bounce Handler’s list of known bounce indicator strings if an email message
management is returned to the bounce account but is not recognized as a bounce
Flexibility to create additional categories in addition to the sample categories included in the standard package.
Opt-in management Some examples might include account statements, or urgent status messages. Existing participants in the database
have the option to automatically opt into or out of the new category.
Console page Console page can load folders in expanded form and the user can collapse or expand folders. When the user
loading expands the folder, the application loads Dialogs without the need to refresh the entire console page
Provides HTML authoring capabilities with a word-processing look and feel. This tool allows you to not only create
E-Phox content without having to write HTML code, but also allows you to see how your content will look to its recipient
before you test or send it
One to One Dialogs
Features Benefits
Participant
Create a new profile or update an existing Dialog participant profile
Registration Servlet
Help build long running customer relationships and drive revenue by increasing customer acquisition, retention and
Dialog marketing lifetime value
Event driven Turn external customers (e.g., Web site registrations, customer care calls, product purchases, renewal dates, etc.) into
interaction automatic, instant and repeatable triggers for dialog actions
Give customers and prospects the ability to express needs and preferences through interactive forms that help you
Interactive forms capture information and then automatically tailor the next steps based upon their responses.
Up-to date Web Respond immediately to each customer and capitalize on an opportunity as soon as it happens; for example, calling
response up a Web page customized with information that reflects the response just given by the participant in an email
Powerful Campaigns
Features Benefits
Increase the participants for a dialog/campaign by forwarding campaigns and dialogs to single or multiple
Multiple forwards recipients. User can manage the number of participants in the forward dialog box based on the administrator
settings
Send the right message to the right individuals by identifying, selecting and refining your targets both at the
Segmentation tools beginning of the dialog and while it is in process
Deliver communication that is customized to each individual, from the contact information to the content, to drive
Personalization results and strengthen relationships
Test the effectiveness of your marketing campaigns with built in capabilities, including random sampling and nth
Audience sampling number sampling, to improve your marketing message based upon what works
Initiate, track and measure automated, offer based promotions that let you present the most relevant offer based
Dynamic offers upon segmentation or previous interactions; define an offer and store it in the offer repository for use in messages
Opt-in/Opt-out Automatically manage the opt-in/opt-out process and decrease total opt-outs by giving participants more flexibility to
management opt out of a single category: newspapers, promotions, etc. rather than losing them altogether
Closed Loop Automate effective message delivery and follow-up to enable a fully coordinated, end to end campaign that will
marketing help you drive your program to a profitable conclusion
Features Benefits
Integration with Integrate with existing sales force automation applications, call centers, data warehouses, analytics, packages and
enterprise systems Web content management tools to provide a cohesive experience for the customer
Integration with
Incorporate live, dynamic data from external sources (e.g., up to date stock prices, news feeds, weather
dynamic external updates, etc.)
data sources
Integration with Deliver a consistent message across multiple communication points (e.g., email, Web site, call centers, fulfillment,
multiple channels etc.) for a richer, more integrated CRM strategy
Multi-Channel Customer Experience
Features Benefits
Cross channel Coordinate your message across multiple touch-points, including email, your Web site, wireless technology,
support telephone, fax and direct mail
Tie your Web site into customer interactions to further personalize the customer experience and expedite results:
• Trigger dialogs automatically based on Web interactions
Web integration • Customize Web content based on dialog interactions and profile data
• Incorporate existing Web content into outbound communications
Integration with Deliver a consistent message across multiple communication points (e.g., email, Web site, call centers, fulfillment,
multiple channels etc.) for a richer, more integrated CRM strategy
Summary
Vignette Dialog is an integral part of the Vignette Web Experience Platform. From simple campaigns to more sophisticated dialog
marketing programs, Vignette Dialog lets you design, execute, and measure results-driven communications across multiple channels—
Web, e-mail, direct mail, call centers, and various other touch points—for some of the most effective ways to build and maintain
healthy, profitable customer relationships. For more information about Vignette Dialog or other Vignette products and solutions, please
visit www.vignette.com or call +1 888 608 9900.
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DS1208_Vignette Dialog Publication Date: December 2008 Copyright 2008 Vignette Corporation. All rights reserved. Vignette, and the V Logo are trademarks or registered trademarks of Vignette Corporation
in the United States and other countries. All other company, product and service names, and brands are the trademarks or registered trademarks of their respective owners. Vignette does not warrant,
guarantee, or make representations concerning the contents of this document. All information is provided “AS-IS,” without express or implied warranties of any kind including, without limitation, the warranties of
merchantability, fitness for a particular purpose, quality and title. Any information provided by Vignette customers or partners was obtained after the implementation of Vignette software and may have changed
as of the Publication Date. You may not achieve the same results or benefits from using Vignette as described in this document. Nothing in this document is considered to be part of any product documentation or
specification for any purpose. Features and functionalities of Vignette software may be licensed in one or more separately priced software programs or modules. Vignette reserves the right to change the contents of
this document and the features or functionalities of its products and services at any time without obligation to notify anyone of such changes.