AUTONOMY INTERWOVEN DELIVERS NEW SOLUTION FOR UNDERSTANDING AND OPTIMIZING MULTICHANNEL CUSTOMER INTERACTIONS
Unique Combination of Market-Leading Web Content Management, Contact Center and Advanced Analytics Software Improves Customer Experience
FORRESTER'S CUSTOMER EXPERIENCE FORUM 2009, NEW YORK - June 22, 2009 - Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced Autonomy Interwoven Multichannel Optimization, the industry's first solution that combines market-leading web content management, contact center and advanced analytics capabilities into a single solution for understanding and optimizing customer interactions. The newest module in Autonomy's Meaning Based Marketing suite, the solution enables organizations to automatically listen, analyze, optimize, and act on all forms of customer interactions across multiple channels including social media, the web, contact center, email, and in-store.
Introducing the Web to the Contact Center - it's Time to Optimize!
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 center. 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. 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.
Autonomy's market leadership in web content management, contact center automation and advanced analytics places it in a unique position to help businesses overcome this challenge by bringing these solutions together on a single platform. The Multichannel Optimization solution combines Autonomy's etalk solutions for the contact center with its TeamSite web content management and Optimost advanced analytics marketing solution on Autonomy's IDOL platform. IDOL allows all of these solutions to now understand what customers are communicating regardless of the channel being used.
The Autonomy Interwoven Multichannel Optimization provides organizations with the following capabilities:
Active "listening" across all customer interactions - including contact center, website, email, in-store, and social media. Autonomy etalk's Qfiniti platform for the contact center 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 organization.
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 analyzing 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 center and in-store.
Unleash Testing and Optimization throughout the Customer Interaction Ecosystem
Autonomy's powerful optimization capabilities can be applied to all forms of customer interaction information - both inside and outside an organization - to guarantee that a company is always delivering the most positive customer experience. An organization can leverage Autonomy IDOL's analytics and Optimost's multivariable testing technology across contact center scripts, email, voice recordings, in-store promotions, and on the web in order to identify the most compelling set of content to use for each customer interaction.
For instance, agents in the contact center 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."
The Autonomy Interwoven Multichannel Optimization solution is available now. Please visit Autonomy Interwoven to learn more.
About Autonomy Interwoven
Autonomy Interwoven, the leader in web content management, leverages its unique meaning-based technology to deliver the most comprehensive suite of marketing optimization and customer interaction solutions. Our flagship products, TeamSite and Optimost, enable marketers to increase results by automatically delivering the right combination of content and offers by understanding the intentions and profile of each customer. This Meaning Based Marketing approach produces the most engaging, timely and profitable customer experiences regardless of whether people interact with your organization by phone, Web, email, chat, or social networks. Unlike legacy approaches that analyze historical trends, Autonomy Interwoven does not require tagging, enabling marketing and IT people to work on higher value activities.
Autonomy Interwoven powers the world's leading corporate websites, media and ecommerce sites with 9 of the top 10 global brands relying on Autonomy Interwoven to maximize their marketing and customer interactions. Autonomy's customer base is comprised of more than 20,000 organizations, including Adidas, Allstate, the American Medical Association, AT&T, Avaya, Bank of America, BT, Channel 4, Delta Air Lines, Discovery Communications, FedEx, Ford, Konica Minolta, Lenovo, McAfee, Qantas Airways, Schneider Electric, Shutterfly, Tesco and Virgin Mobile. Please visit www.autonomy.com/interwoven to learn more.
Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners.
Summary: ...of more than 20,000 organizations, including Adidas, Allstate, the American Medical Association, AT&T, Avaya, Bank of America, BT, Channel 4, Delta Air Lines, Discovery Communications, FedEx, Ford, Konica Minolta, Lenovo, McAfee, Qantas Airways, Schneider Electric, Shutterfly, Tesco and Virgin Mobile....
Summary: ...Boden - Case Study. Optimost leverages multichannel analytics to deliver actionable data through marketing dashboards that provide deep insight into visitor sentiment and behavior. Based on Autonomy’s unique ability to form a conceptual and contextual understanding of any piece of information regardless...
Summary: ...Sky” operates the leading multi-channel television platform in the UK and Ireland, “BSkyB”. Around 21 million viewers in 8.1 million households enjoy an unprecedented choice of movies, news, entertainment and sports channels and interactive services on Sky Digital, the UK and Ireland's first and...
Summary: ...Avaya - Case Study. Autonomy’s Marketing Asset Management solution provided the backbone of the company’s new multi-channel publishing strategy—enabling the contribution, management and delivery of content across the full spectrum of Avaya’s business environment. Consolidating its many extranets...
Summary: ...could not be leveraged effectively as a strategic channel to support sales and marketing Benefits of Using Autonomy • Content on thousands of products and their applications can be managed and leveraged more effectively, improving the impact of the online channel • Targeted content and customer extranets...
Summary: ...Virgin Mobile - Case Study. Business users within each estate used Autonomy TeamSite to execute approved updates as needed—including optimised content that leveraged real-time data from the company’s Coremetrics web analytics software—freeing Virgin Mobile’s IT personnel for higher-value tasks....
Summary: ...Costs Via Multichannel Publishing The university has also been able to leverage their investment for other media, including hard copy publications. It is now using Autonomy TeamSite to publish faculty handbooks online. Every year, 17 faculties each publish 16 handbooks for current and prospective students....
Summary: ...wide array of industry segments, from manufacturers to multichannel direct marketers. PFSweb has been a long standing Autonomy customer. As evidence of its dedication to customer service, PFSweb was recognized in 2003 by the University of Michigan Business School’s American Customer Satisfaction Index...
Summary: ...calls “Netcentricity”: making the right information available at the right time to the right people, to provide a simple and consistent customer experience across all channels. Now a key focus for business units throughout the company, this goal is defined in terms of a “Netcentricity Index,” the...
Summary: ...we can provide outstanding service to our customers, leveraging the Internet as a communication channel,” explains Parnell. Business teams will be able to publish information easily to the Web without technical assistance, improving both customer satisfaction and business agility.
...
This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...and upsell/cross-sell • Delivers an unprecedented level of compliance to email, IM, chat, and audio recordings • Evaluations, surveys, and training all delivered and synchronized with call recordings • Multichannel architecture drives agent improvement across all communication channels • Desktop...
Summary: ...Autonomy TeamSite - Product Overview. Analytics for Understanding and Refining Customer Interaction Autonomy is the only provider of intelligent analysis of customer interactions across a variety of communication channels, including phone, email, chat, and web, reducing the need to manually decipher data...
Summary: ...of what customers want and need • Recogniz einteractions with customers, regardless of the language spoken or written • Identify hidden patterns and emerging trends in customer behavior • Profile, segment, and deliver relevant content across multiple channels Sophisticated Reporting Autonomy Optimost...
Summary: ...solution from Autonomy that allows users to view interactions collectively, independent of channel, for a comprehensive picture of their customer interactions and relationships. The end results are critical business insights delivered in real time against which to test and take action. Consumers today...
Summary: ...exposed through a REST-based interface promotes interoperability with existing technology ecosystems, accelerates time to market for dynamic websites, and reduces the need for custom development. LiveSite Content Services also include the multichannel rules engine that allows targeted content to be delivered...
Summary: ...in all marketing programs •Maximiz ed Marketing Asset Value: Greater liquidity speeds time-to-market while maintaining accuracy and consistency across all channels Autonomy’s advanced speech technology combines sound, context, and multiple language dictionaries to intelligently overcome variables...
Summary: ...engine can empirically scale up to billions of files and hundreds of thousands of users with fully mapped security. Connecting to All Enterprise Systems Corporate focus has appropriately shifted from just email or IM to the awareness that all content, including records, multichannel communications, voice...
Summary: ...information risk management solution that proactively monitors audio, web and desktop interactions and takes action based on certain triggers. Autonomy’s solution can be leveraged for quality and intelligence purposes or for data security, compliance and risk management. Focused on all types of social...
Summary: ...access and collaboration, the broad availability of this information lends an unprecedented level of risk to both enterprise and client data. The increasingly diverse set of channel vehicles being used for customer and client communication— websites, blogs, email, chat, social networking sites, phone,...
Summary: ...Social Media Discovery with Autonomy. However, like every other customer-facing communication channel, businesses need to govern social media interactions pertaining to its company, products or employees. For regulated and non-regulated companies alike, the risk of reputational damage through social media...
Summary: ...massive data stores. Cloud deployment can rival on-premise approaches by eliminating excessive investments in time, resources, and infrastructure. World-class, On-demand Cloud Computing Services The choice of the world’s leading organizations, Autonomy’s private cloud delivers true multichannel governance...
This is a small selection of the Autonomy Product Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...built solely via advertising and promotional activities. It is mainly built through individual interactions at customer touch points.” —Gartner Understanding the Voice of the Customer 5 Getting Started Voice of the Customer insights must drive change Regardless of how individuals engage with your...
Summary: ...entire corpus of enterprise information regardless of communication channel or data format—structured or unstructured. Autonomy’s unique technology represents a major step forward in reducing the risks inherent in huge content stores and multichannel interactions. Compliant Communications – Autonomy...
Summary: ...benefits. The inadequacies of legacy systems are making it difficult and risky for businesses to handle the explosion of new multichannel content, which seems to take a quantum leap every time a new channel, format or application is introduced. But, users have moved beyond email to chats, SMS, blogs,...
Summary: ...7 Best Practices for Speech Analytics - White Paper. Autonomy’s customers are quickly moving to Autonomy Explore to process and analyze ALL customer interactions because they can get a more complete view of the customer and overcome channel biases that arise when analyzing a single channel or touchpoint....
Summary: ...Excelling in Online Marketing - White Paper. Autonomy Optimost enables marketers to gain valuable insight from all campaign data, regardless of channel, and leverage that data to more effectively attract and convert the right customers. Autonomy’s meaning-based technology provides the industry’s most...
Summary: ...by any number of employees. Data privacy risks have also increased with the rapid proliferation of multiple front-line communication channels (phone, email, chat, and web) and enterprise collaboration tools like Microsoft SharePoint or Autonomy iManage. In addition, the onset of Web 2.0 technologies including...
Summary: ...behaviour both from a loyalty card system and the online reviews entered by customers and do it all automatically and in real-time. A multi-channel user experience can increase retention rates, cross-selling, and customer satisfaction, thus cutting the costs and boosting revenues. For example, a unified...
Summary: ...free profile” increased conversion by 5.2% to the thank-you page in a recent Autonomy Optimost experiment. Also, providing assurance to your customers with satisfaction guarantees or highlighting simple return policies with “30-day returns” or “No risk” reinforces that you are committed to keeping...
Summary: ...Encrypting Recordings is Not Enough: Steps to Protect Your Most Sensitive Data. Autonomy etalk delivers a unified, scalable, and centrally managed enterprise platform for multi-channel interaction analysis, real-time agent support, and contact center performance management. With improved automation and...
Summary: ...Bringing Meaning and Value to Enterprise Speech - White Paper. It further provides an understanding of speech information that spans multiple channels and operational divisions, enabling companies to take a quantum leap forward in the way they manage customer service, gather intelligence for sales and...
Summary: ...in messaging channels, which was distinct from web-based information. The failures discussed previously demonstrated that an integrated view across various channels of information is necessary to avoid a similar outcome. 36 Securities Exchange Act of 1934 (15 U.S.C. 78c(a)(47)). The insurance industry...
Summary: ...which encompasses a variety of channels where an individual has the ability to interact with others, usually in a more “one to many” model than something like a phone call or even an email. Whether this is through common sites like Facebook, Twitter, and LinkedIn, or more generally through blogs and...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
Related Case Studies
