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The Customer Decision Engine (CDE) is a framework that integrates both front and back
office systems in order to coordinate targeted customer communications across sales, service,
marketing, field service, logistics and other customer-facing departments within an
organization.
Using common business rules, information from other systems such as billing and fulfillment,
and cross-channel customer intelligence, the CDE enables an organization to provide
the most relevant message, service, or information to a customer as part of every interaction.
As organizations strive to deliver an optimal experience to customers across channels they
need a way to centrally coordinate both front and back office activities. The CDE enables
this by coordinating customer communications and fulfillment, ultimately allowing an
organization to deliver on its brand promise, while recognizing customer individuality and
profitability.
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