New solution for multichannel customer interactions

A new solution has been launched that combines web content management, contact centre and advanced analytics capabilities into a single solution for understanding and optimising customer interactions. 
The newest module in Autonomy’s Meaning Based Marketing suite, the solution enables organisations to automatically listen, analyse, optimise, and act on all forms of customer interactions across multiple channels, including social media, the web, contact centre, email, and in-store.

One of the most challenging, yet promising opportunities for businesses pursuing a multichannel strategy is the linking of a company’s web content management system to its contact centre.  According to a December 2008 report by Forrester Research titled “How Satisfied Are Shoppers When Moving Across Channels?”, US online consumers who have used each channel surveyed gave the lowest satisfaction score (49%) for the transition from the web to phone of all the major cross-channel shopping experiences.[1]  Until now, siloed point products captured web interactions or recorded customer calls, but failed to understand the content and how customer interactions with one channel related to the other channel.

The Autonomy Interwoven Multichannel Optimization provides organisations with the following capabilities:

• Active “listening” across all customer interactions – including contact centre, website, email, in-store, and social media.  Autonomy etalk’s Qfiniti platform for the contact centre provides the most advanced speech analytics of enterprise voice and chat interactions.  Autonomy’s IDOL platform provides intelligent connectors to all forms of data – including unstructured – to bring back analysis that can be leveraged across an organisation.
• Testing across all formats of customer interactions – including call scripts, web content, email, and video.  Autonomy Optimost identifies the most compelling content by testing different combinations of content and messages and then analysing customers’ actions.
• Delivery of a targeted customer experience based on understanding.  Autonomy Interwoven’s TeamSite web content management solution enables marketers to instantly act on insights to deliver compelling experiences to customers on the web.  Likewise, the same insights can be leveraged to deliver the same content across all channels – including the contact centre and in-store.

Unleash Testing and Optimisation throughout the Customer Interaction Ecosystem

Anthony Bettencourt

Agents in the contact centre may detect an emerging customer satisfaction issue amongst its most active customers, and run tests to determine which response is the most effective in resolving the issue.  Armed with this insight, the business can then immediately launch a campaign on social media sites and in stores to proactively address the problem.

“Enterprise software companies have been promising a 360 degree view of the customer for years,” said Anthony Bettencourt, CEO of Autonomy Interwoven.  “However, what these companies lack is the ability to link these systems to one platform, understand the meaning behind each piece of information through analysis and testing, and then immediately act on the insights.  Autonomy brings these capabilities together to deliver a new approach for CMOs and heads of eCommerce.”