2.1.5 See your Real-time Customer Profile in action in the Call Center
In this exercise, the goal is to have you walk through the customer journey and act like a real customer.
On this website, we’ve implemented ÃÛ¶¹ÊÓƵ Experience Platform. Every action is considered an experience event and is sent to ÃÛ¶¹ÊÓƵ Experience Platform in real-time, hydrating the Real-time Customer Profile.
In an earlier exercise, you started as an anonymous customer who was browsing the site, and after a couple of steps, you became a known customer.
When that same customer eventually picks up their phone and calls your call center, it’s crucial that the information from other channels is available immediately, so that the call center experience can be relevant and personalized.
Use your CX App
Go to . After logging in with your ÃÛ¶¹ÊÓƵ ID, you’ll see this. Click the 3 dots … on your CX App project and then click Edit to open it.
In your CX App project, go to Integrations. Click Select environment.
Select the ÃÛ¶¹ÊÓƵ Experience Platform Data Collection property that was created in Getting Started. You need to select the property that has (cx-app) in its name.
You’ll then see this. Click Run.
Next, you need to select one of your identities and the according namespace, and click the search-icon.
You’ll now see the information that would ideally be displayed in the Call Center, so that the Call Center agents have all relevant information available immediately when speaking to a customer.
Next Step: Summary and benefits