1. CoreMedia Experience Platform Components
The following describes all components of CoreMedia Experience Platform – consisting of the CoreMedia Content Cloud and / or the CoreMedia Engagement Platform -, along with their core functions, technical requirements for their use and their relation to CoreMedia Stock-Keeping-Units (SKUs).
An additional suffix might be included and can be ignored, e.g. CL-DEVENV-XXXX is referring to CL-DEVENV.
The concrete scope of use of the CoreMedia Experience Platform software acquired by the Subscriber is set out in the Order Form, which is hereby referred to.
2. CoreMedia Content Cloud
2.1. Core Functionality
2.1.1. CoreMedia Content Management Server
The CoreMedia Content Management Server manages content, rights, users, groups, and their relationships in an object-oriented content model that can be freely defined. An external database is used to store the objects. In the case that the CoreMedia software is acquired as self-managed, the following note applies: The supported databases are described in the Supported Environments document.
Content is published to the CoreMedia Master Live Server. During this, the integrity of internal links is checked. (Internal links are links to resources that are entirely managed by the CoreMedia Content Management Server.)
Further, the following functionality is provided:
- Storage of multi-lingual content: Character strings are stored in a technical format that allows for the management of non-Latin character sets.
- A content lifecycle can be defined using the status management of CoreMedia contents, namely: approved, checked-out, checked-in, published and deleted.
- An event mechanism propagates changes in the content storage to registered components. This enables near real-time content synchronization in distributed CoreMedia component environments.
- Users, groups and rights can be edited and managed in combination with content. Storage of these users and groups can take place in a relational database.
Both users and user groups can be created with a variety of rights. These rights are enforced within the editorial workflow.
2.1.2. CoreMedia Master Live Server and CoreMedia Replication Live Server
Content objects that have been edited and published by editing staff are copied from the CoreMedia Content Management Server to one or more CoreMedia Live Servers. Copies are stored in a separate database. In the case that the CoreMedia software is used as self-managed, the following note applies: The supported databases are described in the Supported Environments document. CoreMedia Live servers make content available to one or more delivery components that render content into output formats.
The CoreMedia Master Live Server receives published content objects directly from the CoreMedia Content Management Server. Additional CoreMedia Replication Live Servers can then replicate this published data along with change events. This setup enables the creation of architectures for load balancing, multi-homing, fault tolerance and avoidance of service interruption during scheduled maintenance. Each Live Server uses its own database space.
Change events are automatically propagated to all components registered at a CoreMedia Live Server.
2.1.3. CoreMedia Studio
CoreMedia Studio provides a browser-based user interface for managing versioned multi-lingual content: searching for content, creating new content, editing content, and browsing images stored in the content repository.
Content can be queried using a combination of full text search and metadata filters. Metadata filters include content type, publication state, and current editor. Full text search results include suggestions for search term completion as well as the number of found documents. Search results can be shown as image thumbnails or in tabular form. The search state including the search term as well as the filter states can be saved so that the user can later execute the same search again.
CoreMedia Studio provides integrated image editing functionalities such as cropping of images in pre-defined image formats.
Content can be approved and published to the live web site.
Users can change their password within CoreMedia Studio in case the built-in user management is in use.
CoreMedia Studio ships with English and German translations of the user interface. Additional languages are supported via optional Language Packs.
2.1.4.CoreMedia Workflow Server
The CoreMedia Workflow Server coordinates the mutual processes of content creation, approval, and publication between editors concerning content held in the CoreMedia Content Management Server. Workflows are either started automatically or are started manually by editors using CoreMedia Studio. This results in the creation of an actual instance for the chosen workflow. Content can be assigned to a workflow.
Each workflow step can be processed either automatically or manually, by assigned groups of people (roles). Completing processing on one workflow step can either trigger the next step in sequence or complete the workflow itself.
Workflows are made up of one or more workflow steps. Several workflow steps may run in parallel.
The execution of a workflow can be controlled via conditions, whose fulfillment influences the further execution of the workflow (conditional branching). Conditions can be evaluated based on workflows variables, system states or by using custom program code, as required. Creation and modification of the workflow variables is either an explicit action performed by the workflow user or is done in software via the programming interface.
The CoreMedia Workflow Server ships with the following pre-defined workflows:
- Direct publication
- Reviewed publication
- Translation workflow
- Synchronization workflow
2.1.5.CoreMedia Content Application Engine
The CoreMedia Content Application Engine (CAE) is a template-based content rendering engine. It retrieves content from a CoreMedia Content Management Server, CoreMedia Master Live Server, or CoreMedia Replication Live Server. Content is transformed into content beans, which apply business rules to content data retrieval. Business rules can be adopted to project requirements. New rules can be added, for example to integrate data from third-party systems. Additionally, the execution of additional, programmatically specified actions via Java, which includes read access to CoreMedia content, is supported.
A caching layer in the CoreMedia CAE optimizes content bean usage by automatically tracking dependencies between content objects to invalidate only items that have been changed. Custom external and time-based dependencies can be established. If CoreMedia content is modified, or if time-limited cache elements expire or third-party systems trigger expiry events, then cache elements are discarded.
The CoreMedia CAE is a web application that is running in a servlet container (see Supported Environments for supported containers). A templating engine and templates are used to render content beans into an output format.
2.1.6.CoreMedia Content as a Service
CoreMedia Content as a Service (CaaS) provides data in an output format that is suitable for web services development. It renders content in a structural data format that is typically consumed by client applications like single page applications, progressive web applications or native mobile applications.
CaaS provides an application program interface that uses HTTP technology to read data from a CoreMedia Content Management Server, a CoreMedia Master Live Server, or a CoreMedia Replication Live Server.
2.1.7. CoreMedia Search Engine
The CoreMedia Search Engine builds and maintain a search index for content stored in a CoreMedia Content Server, CoreMedia Master Live Server, or CoreMedia Replication Live Server. Binary data is extracted text from supported binary formats (refer to component manual for details). The resulting text is then indexed by the CoreMedia Search Engine. Separate search indices are maintained for editorial and delivery use cases.
The editorial search index is managed by the CoreMedia Content Feeder. It is used for the editorial search in the CoreMedia Studio.
The delivery search index is managed by The CoreMedia CAE Feeder. It is used by delivery components.
Result sets contain references to CoreMedia content. Before they are returned, they are ranked in accordance with sort criteria, match precision, content characteristics and specified rules.
2.1.8.CoreMedia Asset Management
CoreMedia Studio and CoreMedia delivery components include capabilities to manage image assets with a focus on delivering optimized image rendition on demand. Whether it be renditions for the web, mobile or any other digital delivery channel, the system will deliver an optimized rendition of an image based on transformations and crop areas users of CoreMedia Studio have defined for it. The delivery of images is adaptive and responsive. Front-end modules using CoreMedia Asset Management are available in CoreMedia’s blueprints. Image copyright information and expiration dates can be managed.
2.2. Add-On Functionality
2.2.1. CoreMedia Content Hub
The CoreMedia Content Hub enables editors to use content from external systems in CoreMedia Studio. Images, videos, and other content formats from external repositories can be made accessible directly in Studio via the Content Hub’s integration into the library. External systems such as digital asset managers can be connected via the Content Hub API.
Adapters and example implementations for custom adapters are available for the Content Hub.
2.2.2. CoreMedia Experience Feedback Hub
The CoreMedia Experience Feedback Hub provides access to meta information about content managed within CoreMedia. Examples include keyword suggestions for images (i.e. based on machine learning) and content errors and warnings. External systems can be integrated to suggest other keywords based on the given data. Experience Feedback Hub bundles all this information, giving editors the required feedback to improve their content.
The set of rules that are applied for the different integrations can be defined by editors according to their company’s strategy. Depending on the type of feedback it is shown directly with the edited content in CoreMedia Studio.
Adapters and example implementations for custom adapters are available for the Experience Feedback Hub.
2.2.3. CoreMedia Commerce Hub
The CoreMedia Commerce Hub creates a bridge to integrate e-Commerce systems with CoreMedia. It offers an API to implement adapters for any e-Commerce platform. It also supports multi-commerce environments, making it possible to integrate one or many commerce systems in one installation.
The service-oriented approach of the hub permits the integration of (custom) 3rd party e-Commerce systems with out-of-the box (OOTB) connectors among them: Salesforce Commerce Cloud B2C, SAP Commerce Cloud, HCL Commerce, commercetools. These connectors have their own lifecycle. Additional connectors are available, please refer to CoreMedia Labs and CoreMedia’s partner eco-system. Custom connectors can be built by using the provided API, documentation, and examples.
2.2.3.1. Connector for Salesforce Commerce Cloud B2C
The Connector for Salesforce Commerce Cloud B2C integrates a CoreMedia system with Salesforce Commerce Cloud B2C. Please refer to Supported Environments for integration details.
The Connector supports the so-called commerce-led integration between CoreMedia Content Cloud and Salesforce Commerce Cloud B2C. In this integration scenario Salesforce Commerce Cloud B2C is the leading system, delivering web pages to the visitor of the website. CoreMedia Content Cloud augments the store experience by delivering fragments to Salesforce Commerce Cloud B2C, which post-processes each fragment and integrates them in the assembled page, which is then delivered to the visitor.
The Connector provides an integration between CoreMedia Content Cloud and Salesforce Commerce Cloud B2C. Please refer to Supported Environments and the connector’s release notes for details on available features and integration capabilities.
2.2.3.2.Connector for SAP Commerce Cloud
The Connector for SAP Commerce Cloud integrates a CoreMedia system with SAP
Commerce Cloud. Please refer to Supported Environments for integration details.
The Connector supports the so-called commerce-led integration between CoreMedia Content Cloud and SAP Commerce Cloud. In this integration scenario SAP Commerce Cloud is the leading system delivering, web pages to the visitor of the website. CoreMedia Content Cloud augments the store experience by delivering fragments to SAP Commerce Cloud, which post-processes each fragment and integrates them in the assembled page, which is then delivered to the visitor.
The Connector provides an integration between CoreMedia Content Cloud and SAP Commerce Cloud. Please refer to Supported Environments and the connector’s release notes for details on available features and integration capabilities.
2.2.3.3.Connector for HCL Commerce
The Connector for HCL Commerce Cloud integrates a CoreMedia system with HCL Commerce, formerly known as IBM Commerce. Please refer to Supported Environments for integration details.
The Connector supports the so-called commerce-led integration between CoreMedia Content Cloud and HCL Commerce. In this integration scenario HCL Commerce is the leading system delivering, web pages to the visitor of the website. CoreMedia Content Cloud augments the store experience by delivering fragments to HCL Commerce, which post-processes each fragment and integrates them in the assembled page, which is then delivered to the visitor.
The Connector provides an integration between CoreMedia Content Cloud and HCL Commerce. Please refer to Supported Environments and the connector’s release notes for details on available features and integration capabilities.
2.2.3.4.Connector for commercetools
The Connector for commercetools integrates a CoreMedia system with the commercetools headless commerce platform. Please refer to Supported Environments for integration details.
The Connector supports the so-called headless integration between CoreMedia Content Cloud and commercetools. In this integration scenario a headless client is using commercetools and CoreMedia Content Cloud APIs in parallel and meshing data from all integrated services. A Commerce Hub Adapter for integrating CoreMedia Studio (e.g. library browsing) with the commercetools catalog is available. Detailed integration capabilities and features are listed in the connector’s release notes.
2.2.4. CoreMedia Marketing Automation Hub
The CoreMedia Marketing Automation Hub integrates marketing systems with CoreMedia. It offers an API to implement adapters for marketing platforms, so that users of CoreMedia can manage content in relation with marketing system data. As part of this integration, an exchange of content between the two systems takes place.
The Marketing Automation Hub provides bi-directional data integration capabilities. Content stored in CoreMedia can be made available to the marketing system. Likewise, data from the marketing system can be used within CoreMedia.
Content can be pushed to marketing systems and re-used there, e.g. for newsletters. User profile information from the marketing system can be made available for content personalization within CoreMedia Personalization Hub. Data gathered by the CoreMedia Application Engine can be written into the marketing system.
2.2.4.1. Connector for Salesforce Marketing Cloud
The Connector for Salesforce Marketing Cloud provides an integration between CoreMedia Content Cloud and Salesforce Marketing Cloud. Please refer to Supported Environments and the connector’s release notes for details on available features and integration capabilities.
2.2.5. CoreMedia Personalization Hub
CoreMedia Personalization Hub is the foundation for creating, applying and, managing personalized experiences using CoreMedia.
It offers a client-side API to implement connectors for any personalization engine. Such implementation enables the usage of segments and experiences (for testing and optimization purposes or application of artificial intelligence & machine learning) created in the 3rd party engine as a context source for personalized delivery of content.
The Personalization Hub also offers a server-side API that enables the creation, editing, and storing segments of users as well as the personalized delivery of content to these segments.
A graphical user interface for creating personalization rules that select content based on conditions is provided as a plug-in for CoreMedia Studio. These rules are executed and evaluated in the personalization delivery component, which integrates into the standard CoreMedia delivery architecture.
Test user profiles can be created within this plugin for preview and quality checks. They simulate how content is selected and rendered for different user segments.
Adapters and example implementations for custom adapters are available for the Personalization Hub.
2.2.5.1. Connector for Engagement Cloud
The Connector for Engagement Cloud provides an integration between CoreMedia Content Cloud and Engagement Cloud. Please refer to our Documentation and Downloads section for details on available features and integration capabilities.
The Engagement Cloud connector integrates Engagement Cloud for personalization, segmentation and optimization of content for specific user groups.
2.2.5.2.Connector for Monetate
The Connector for Monetate provides an integration between CoreMedia Content Cloud and Monetate. Please refer to our Documentation and Downloads section for details on available features and integration capabilities.
The Monetate connector integrates Monetate for personalization, segmentation and optimization of content for specific user groups.
2.2.5.3.Connector for Dynamic Yield
The Connector for Dynamic Yield provides an integration between CoreMedia Content Cloud and Dynamic Yield. Please refer to our Documentation and Downloads section for details on available features and integration capabilities.
The Dynamic Yield connector integrates Dynamic Yield for personalization, segmentation and optimization of content for specific user groups.
2.2.6. CoreMedia Event Hub
The Event Hub is a service used to share content or editorial events with external services.
External services can register themselves via a provided endpoint (Webhook), which then notifies each registered services about content changes. Content events include new, updated, and deleted content as well as content status changes.
Editorial events are the type of notifications that users get within CoreMedia Studio. These events are also available as an endpoint (Webhook) and include comments on content or replies to comments, assignments to projects and various workflow events related to the editorial user.
2.2.7. CoreMedia Campaigns
CoreMedia Campaigns provides a centralized application for business users to schedule and manage marketing campaigns across their websites. This streamlines the process of creating and managing marketing campaigns, and utilizes content created in CoreMedia Studio. The content will be visible in different, predefined slots on the websites for the set period. The application supports the orchestration of multilingual content within the created campaigns.
2.3. Technical Requirements
The supported environments for CoreMedia Content Cloud valid from the current release onwards are available on the download portal (see title page).
2.4. Site Packages
Geographic site packages grant the right to operate one site for one brand for all countries part of that geographical region with two languages. Additionally, one same language can be used across all booked sites.
3. CoreMedia Engagement Cloud
CoreMedia Engagement Cloud is a platform that combines elements of marketing and customer experience (CX). This hub is built on the philosophy of driving impact, placing the Subscriber at the center of its operations. CoreMedia Engagement Cloud is designed to not only address the marketing needs of a business but also to enhance the overall customer experience, ensuring that both aspects work cohesively with a strong focus on customer-centric strategies.
3.1. Personalized Experiences
In today's competitive landscape, providing exceptional products and services is just the beginning. To truly captivate subscribers and drive loyalty, businesses must deliver personalized experiences at every touchpoint. CoreMedia’s Personalized Experiences module within the CoreMedia Engagement Cloud empowers brands to do just that, leveraging centralized data and actionable insights to tailor interactions to the unique preferences and needs of each individual.
CoreMedia optimizes customer journeys through seamless cross-channel automation, real-time personalization, and intelligent workflows. Orchestrate unique journeys for each Subscriber, leveraging past behavior and preferences. With real-time insights, anticipate individual needs and configure any step of the user journey to convince Subscriber`s audience.
Whether it's crafting email campaigns, reaching End Users through SMS, calls or push notifications, CoreMedia equips with the tools to connect with Subscriber`s audience anywhere, creating automated journeys and tailoring every next step to each individual’s needs.
Harness the power of data to deliver personalized experiences across multiple
steps, ensuring the right information reaches the right End User at the right time, driving growth.
Personalized Experiences offers a range of functionalities to enhance digital marketing efforts:
- Cross-channel Marketing Automation: Advanced marketing automation workflows using any End User data as a trigger and any channel as a means to convey a personalized message. Connect email, SMS, calls, push notifications – all in the same conversation workflow, with total synergy.
- Optimization & Engagement Tools: Includes landing page management, A/B testing, email/SMS marketing, surveys, and custom forms.
- Landing Page Management: Build and serve landing page content from our platform, benefiting from existing personalisation and A/B testing features.
- A/B/N Multivariate Testing: Test the conversion ability of content by creating multiple versions and tracking results from impression to sale.
- Email & SMS Marketing: Email & SMS Marketing campaigns to reach End Users with personalized messages.
- Real-time Personalization: Create, manage and prioritize leads based on their attributes, assigning segments accordingly to behavior, frequency or any other business rule.
- Real-Time Personalized Onsite Campaigns: Create personalized experiences, smart onsite campaigns, conversion-focused interventions, with target audiences based on segments or identified individuals. Extend personalized web experiences to the contact center. Add dynamic content to pages through inline editing (no code) or using placeholders.
- CDP (Customer Data Platform): Central digital functionality, establishing a unique customer view for use by all services and orchestrated across channels, partners, or systems. Unified profiles for known and anonymous customers can be persistently updated in real-time, accessible for activation when and where needed, across all channels, respecting individual privacy preferences.
- Web Analytics: Collect analytical data such as traffic sources, geolocation, and device. Ability to go beyond reports and use them to create or enrich user segments for later customizing the End User's experience in the digital environment.
- Lead Scoring: Prioritize leads based on their scoring, assigning points at various milestones of their journey.
- Data Export & Synchronization: Export reports and data to other platforms, external to CoreMedia. Synchronize segments with external platforms, including CRMs, CDPs, DMPs or other platforms, such as advertising ecosystems.
- Push Notification: Open a new channel with End Users using push notifications to promote more exclusive offers. Segment different notifications for different audiences.
- Surveys, C-SAT, and NPS: Ask End Users their thoughts about the brand using onsite surveys or by phone. Use survey results as another data source for personalization.
- Forms: Create custom forms to capture leads on the site and landing pages. Information submitted through forms is sent to sales or customer support agents and can also be used to enrich audiences.
- Mobile APP integration: integration of personalization services through webviews or APIs to guarantee cross-channel integration.
- Performance Measurement: Uses sales data to measure the effectiveness of optimization and engagement strategies.
- Integration with Marketing Platforms: Syncs with major marketing and customer management platforms for enhanced data utilization.
- Tracking & Analytics: Offers comprehensive tracking and analytics across channels and devices, including web and contact analytics, call tracking, and lead scoring.
- Proxy Tool: Add a security layer to your content management processes by setting up a proxy server between your organization and the Lead Activation Hub. It comes with a content authorization interface to make sure every piece ofcontent comes is approved before being published to the web.
3.2. Real-time Conversations
Real-time Conversations are a vital component of CoreMedia Engagement Cloud, enabling businesses to guide consumers towards conversion by addressing their queries and needs in real-time. Leveraging a combination of AI automation and the Human Touch, this feature delivers personalized interactions and fosters meaningful connections with customers.
CoreMedia Cloud Contact Center transforms sales and support with engaging conversational experiences. Seamlessly blend web and contact center interactions, managing all Subscriber engagements from video shopping to live chat in one platform. Integrated with CoreMedia Engagement Cloud, prioritize high-value customers and guide them through personalized buying journeys. Enhance efficiency, optimize experiences, and drive ROI with actionable insights.
CoreMedia Touchpoints streamlines Subscriber interactions across various channels. Manage all preferred customer channels in real-time, engaging with customers through text, voice, or video. Deliver personalized guidance tailored to each customer's journey, from automated conversational bots to human assistance via live chat and video calls. Anticipate End User needs proactively, deliver tailored recommendations, and cultivate stronger relationships to drive conversions.
Real-time conversations includes several key functionalities:
- Cloud Contact Center: A scalable, performance-oriented call center management and service tool, the solution has the ability to unify web and contact center experiences. Adopting a Cloud Contact Center allows for a better customer experience, optimizing agent efficiency, and improving ROI.
- Contact Analytics & Attribution: Complete the web journey of customers with Contact Analytics (Calls, Chat, Social Messaging, Email, SMS, Forms) and have a clear view of how many interactions occurred, their progression, and the outcome. Link to web data for a complete view, from the origin of the visit to the interaction outcome in the contact center. Assess the impact of human interaction on e-commerce conversions using an attribution model.
- CoBrowsing: Get access to the customer’s screen on the agent console and guide him through specific journeys on a website.
- Screensharing: Give agents the chance to share their own screen with End Users, providing the option to better explain and exemplify what is needed from the customer, with a real view of the steps needed to be taken.
- File Sharing: Bidirectional file sharing between customers and agents.
- Team Chat: A native Cloud Contact Center tool that enables teams to communicate in real-time and collaborate more efficiently.
- Contact Center Campaigns: Establish connection with Subscriber`s teams through contact center campaigns. Reach out and create personalised engagement that drives growth.
- Gamification: Drive performance and productivity, by motivating your contact center agents to achieve common goals through game mechanics.
- Diverse Communication Channels: Supports multiple channels such as voice, live chat, bots, video calls, email, and messaging apps like WhatsApp.
- Contact Management: Features email ticketing, lead deduplication, list management, priority and skill-based routing, and security filters.
- Call Management and Reporting: Provides IVR, predictive dialing, callback options, call recording, and transfer capabilities, along with comprehensive monitoring and reporting tools for team and campaign performance.
- Click2Call: A tool that allows a telephone call between the customer who requested it on the site and the Call Center. The contracted party must use the same technological solution (CCC) already in use.
- Inbound Calls: Receive calls within the call center on a single platform, with the possibility of cross-referencing information and automated actions.
- Outbound Calls: Send calls within the call center on a single platform, with the possibility of cross-referencing information and automated actions.
- VideoCall: Add video to Subscriber`s End User calls to build trust and improve End User satisfaction levels.
- Outbound Campaigns: Create outbound call campaigns to intelligently engage End Users with a personal and engaging approach.
- Call Tracking: Understand which End Users called by linking user IDs to received calls. This allows for the correct attribution of phone conversions to the campaigns that generated these leads.
- LiveChat: Use live chat for customer support and to help End Users reach the end of the funnel. Decide where, when, and to whom the chat option will be presented using Audiences.
- Social Messaging: Use messaging apps like Meta/Facebook Messenger, Instagram, and Skype for customer support and to help End Users reach the end of the funnel.
- WhatsApp for Business: Use WhatsApp for customer support, direct sales, or to help End Users reach the end of the funnel.
- WhatsApp number: CoreMedia can manage the process to acquire a number that can be registered with Meta so it can be used for WhatsApp Business.
- ChatBot: Conversation bots to guide End Users through products and services and respond to common End Users inquiries, taking unqualified traffic off the sales team and reserving customer support agents for more complex situations.
- IVR (or Interactive Voice Response): Upload Subscriber`s own prompts and build custom multi-level IVRs to ensure that End Users get directed to the right team.
- Forms: Create custom forms to capture leads on the site and landing pages. Information submitted through forms is sent to sales or customer support agents and can also be used to enrich audiences.
- Ticketing: Managing and tracking End Users inquiries, issues, or requests received through various channels such as email, webforms.
- External contacts management: Registering external interactions outside of the CoreMedia Engagement Cloud.
- SmartWindows: Contact windows with e-commerce intelligence. Allow agents to recommend products in real-time and guide the End Users through the shopping process in a single channel, from product search to check out.
- Video Broadcast: Engage with your audience through live video broadcasts: showcase new products, promotions and answer End Users queries. Take advantage of broadcasting from your own channels rather than external platforms.
- Data Analytics: Control tool that allows online tracking of service information through a customizable dashboard (calls, visits, clicks, losses, % answered, sales conversion, availability, customer in queue, average sale time, average return time, etc.).
3.3. Inspirational Commerce
Inspirational Commerce revolves around crafting a captivating and seamless buying journey that seamlessly integrates content assets with commerce solutions.
The CoreMedia Commerce Accelerator integrates with preferred e-commerce tools like Salesforce and SAP, merging content and commerce within a unified platform. It enhances the e-commerce experience with features such as real-time product feeds, personalized recommendations, shoppable images and videos, and seamless integration of product catalogs across channels.
- E-commerce Integrations: E-commerce module that includes a product catalog, enhanced checkout experience, cart recovery, dashboard and reports, tracking, APIs (headless commerce), manual (backoffice) or 100% digital orders. With this module, it's possible to build a completely customized e-commerce structure to meet specific needs and benefit from its native integration with other functionalities/channels of the platform.
- E-commerce Recommendations: Create recommendations based on End User data and product categories. The e-commerce engine will periodically update the catalog to ensure product information is current. Display recommendations on agent consoles to promote sales in the contact center.
- Next-best Recommendations (NBO/NBA): Display specific offers to each End User applying the NBO/NBA model in the personalization engine. Distribute the same offer simultaneously across digital channels and the contact center, receiving real-time feedback in the CRM (or any other customer data hub).
3.4. Integrations
As CoreMedia advocates for composability and the reduction of information silos, CoreMedia offers a set of native integrations that assist businesses in synchronizing results and/or needs with their entire platform universe existing within their ecosystem. Therefore, CoreMedia Engagement Cloud supports integrations with:
- Google Marketing Platform: Connect CoreMedia digital services with Google Marketing Platform using floodlight tags to send e-commerce and contact center conversion data to Campaign Manager.
- Lead Ads: Integrate with Lead Ads on Facebook/Meta, Google and others, in order to capture qualified leads, online or offline (through voice channels) with just a few clicks.
- Meta/Facebook for Business: Improve the conversion rates of your Lead Ads by connecting them with our Click2Call feature, and call users immediately. Send e-commerce and contact center conversion data back to Meta/Facebook for attribution
- LinkedIn Marketing Solutions: Improve the conversion rates of your Lead Ads by connecting them with our Click2Call feature, and call users immediately. Send e-commerce and contact center conversion data back to LinkedIn for attribution.
- Salesforce CRM: Go for bidirectional integration with Salesforce. Get customer data to enrich Audiences and send back e-commerce and contact center conversion information automatically.
- Oracle Siebel CRM: Go for bidirectional integration with Siebel. Get customer data to enrich Audiences and send back e-commerce and contact center conversion information automatically.
- Custom Integrations: Integrate with all your lead generation providers for conversion attribution, as well as with your customer management tools.
Note: The support for these connectors may change over the product's lifespan. The viability and support of these connectors should be evaluated each time they are used.
3.5. Technical Requirements
The Welcome Book, containing all essential information, will be provided to the Subscriber by the Customer Success team. This comprehensive guide will offer detailed insights and guidance to ensure a seamless experience with our platform.
Nevertheless, the fundamental guidelines for utilizing CoreMedia Active Tag are outlined below.
3.5.1.CoreMedia Active TAG
Being a cloud service, there’s no need to install any piece of software (desktop or server side). CoreMedia Active TAG is the basis of all interactions between CoreMedia services (Engagement Cloud and Content Cloud) and Subscriber`s digital touchpoints. Its function is to activate CoreMedia Engagement Cloud’s Services in the page where it is inserted. It is therefore responsible for all data collection needed to create visitor profiles and statistics as well as the possibility to insert dynamic content (campaigns) configured in CoreMedia Engagement Cloud’s back office in accordance with the presentation rules defined.
Integration in a website could be as easy and straightforward as placing a small JavaScript block like the following in every page:
<script>
var bysideWebcare_webcare_id = "<customer id>";
var bysideWebcare_lang = "<the locale of the site>";
</script>
<script src="//www.clientdomain.com/assets/external/byside_webcare.js"
type="text/javascript"></script>
From this point up, visitor information will start to be collected on the platform, and content could be personalized and displayed on pages according to definitions.
3.5.2. CoreMedia Active TAG Specifications
As a general principle, CoreMedia Engagement Cloud’s script is loaded asynchronously, in a non-blocking way, allowing for the loading of content originated from other sources, as well as the execution of other JavaScript code during this process.
General characteristics:
- Unique and static script;
- All requests are asynchronous and do not interfere in page load time;
- It is not affected by “3rd party cookie” filters;
- Size (compressed): about 30 kB;
- As it is static, the visitor’s browser will normally “cache” the TAG (it is called only once per End User).
3.5.3. Where to include it
CoreMedia Active TAG must be included in every page of the website in order to ensure not only proper campaign execution, but also correct data register (End User behavior, statistics and the correct calculation of campaign performance).
3.5.4. Using CoreMedia Studio to include CoreMedia Active Tag
It is also possible to use CoreMedia Studio to manage the process of include this script in client pages.
• Adding CoreMedia Active Tag to the CAE
CoreMedia supports Tag management by offering a simple way to add tags to Subscriber`s website as described in Tag Management. With the user interface of CoreMedia Studio, it is easy to dynamically set up tag management systems during runtime.
To do so, open the TagManagement content item in Studio and add the following configuration:
<script>
var bysideWebcare_webcare_id = "<customer id>";
var bysideWebcare_lang = "<the locale of the site>";
</script>
<script src="//www.clientdomain.com/assets/external/byside_webcare.js"
type="text/javascript"></script>
Now for every page of your website, the CoreMedia Services is enabled.
• Adding CoreMedia Active Tag to the Headless Server
To enable CoreMedia Active tag to all pages, use the Spark app has a built-in support since release 2310.0.0 (see the Spark App documentation) to do it. All the Subscriber needs to do, is to add the Subscriber ID and optionally the URL to Subscriber`s script file to the environment variables. The language will be configured automatically based on the given site.
To enable the CoreMedia Active Tag in the Spark app, add the following environment variable to the .env file and add the values from the snippet.
VITE_BYSIDE_WEBCARE_ID=<customer id>
VITE_BYSIDE_WEBCARE_SCRIPT_URL=<custom tag url >
3.6. InterfaceLayer
CoreMedia Engagement Cloud provides several ways of interacting with the platform, namely:
3.6.1. Public Web Access
It’s the entry point for exchanging information with CoreMedia Engagement Cloud of Subscriber`s website End Users. It’s with this endpoint that CoreMedia Engagement Cloud script interacts, using http(s) and web sockets. It’s responsible for collecting End User information sent from End User browsers, and for sending back content personalized/segmented according to the rules defined in the back office.
3.6.2. Engagement Cloud Backoffice / Engagement Cloud Studio
The CoreMedia Engagement Cloud Studio is Subscriber`s control center for the entire service, the web interface for platform configuration and data analysis/visualization for CoreMedia Engagement Cloud subscribers.
Being ACL/role based, different End User profiles (both internal or external partners) could be served from CoreMedia Engagement Cloud Studio, and access just the areas needed/allowed. It’s through this interface that one could create and segment campaigns, visualize real-time data, analyze past data, and ultimately configure all aspects of the service.
3.6.3. Operator Console / Engagement Contact Center Studio
The Console is where all interactions between Subscriber`s operators and Subscriber`s visitors happen, for voice, video or chat. Designed specifically for the operators dealing directly in real-time with End Users, typically in a call-center scenario, handles the calls/chats entering the system, End User information visualization, contact typification, and additional tools to engage visitors, like co-browsing sessions, direct chat requests or video2call.
3.6.4. REST/SOAP API
These API expose most of the platform functionality for integration in external systems. Common APIs are the ones that handle typical visitor operations, like data collecting or requesting new calls for integration in non-web environments.
3.6.5. ETL environment
A set of tools/systems that ease bulk data operations, typically export/import of End User data to/from external systems (Engagement Cloud customers or partners). Shared private file repositories, accessible via SFTP, IPSec tunnels and other methods, with automated actions based on new file arrival, or that could store leads/report information generated from the platform to be shared with outside entities are integrant parts of this environment. Typical use would be bulk enrichment of End User profile data based on CRM/ERP information or filtered data export for external platforms
