Increasingly sophisticated and diverse customer interaction channels offer enterprises powerful new ways to drive growth and support business goals, while at the same time posing new and significant challenges. Whether clients are contacting businesses through the corporate website, an eCommerce portal, emails, or the customer contact center, organizations are constantly being held to higher standards and expectations created by the last best experience.
Customers expect interactive, relevant, engaging, experiences that make interactions and transactions fun, fast, and simple. Customers now expect every company they do business with to be able to provide exactly the information they need, as quickly as possible, in their preferred format, and packaged in the richest and most compelling experience possible.
To maximize business performance (both increasing revenue and reducing costs) companies must address both operational inefficiencies as well as navigate a complex, multidimensional matrix of customer expectations, use cases, business needs, and technical requirements. Delivering a positive customer experience across all enterprise channels requires an understanding of customer needs and expectations as defined by their buying behaviors, emotional inclinations, market trends and competitive analysis. But creating a comprehensive view of the customer requires navigation across myriad technologies and corporate operational silos from the web to the contact center.
Autonomy's vision is to fundamentally change the way companies interact with content and customers. Autonomy is the only vendor with a full portfolio of solutions on a single platform using technology that is infinitely scalable and format/language-independent, so organizations no longer need to employ piecemeal solutions for distinct information, content management and customer interaction needs. This allows the contact center and the web to be linked to form a comprehensive and coherent customer view that enables improved and strengthened customer engagement, driving a significant increase in ROI in three fronts:
Web Solutions
Over a decade of experience working with interactive marketers to understand how they create and deliver content and their need to test, optimize and analyze combinations of content and layout.
Autonomy Interwoven Web Solutions include:
Web Content Management
Targeting and Engagement
Rich Media Management
Website Optimization
Composite Application Provisioning
Contact Center
Automatically capturing and processing all customer and business interactions to extract pertinent information for compliance and risk management, customer service operations, and to provide immediate intelligence on industry trends and customer behavior.
Autonomy Contact Center Solutions include:
Multi-Channel Data Capture
Multi-Channel Interaction Analysis
Contact Center Performance Management
Real-Time Customer Experience Optimization
eCommerce
Expertise turning online browsers into buyers, leveraging its technology to help shoppers to quickly find products, recommend complementary products, automatically segment buyers into groups, and analyze newly emerging trends in buyers' behavior.
Summary: ...trends, Autonomy Interwoven does not require tagging, enabling marketing and IT professionals to work on higher value activities. Automated capabilities such as multivariable testing (MVT), segmentation and targeting, product recommendations, and advanced analytics provide advanced functions that increase...
Summary: ...customer interactions to improve contact center metrics such as average handle time, agent knowledge and soft skills, sales revenue and performance evaluation scores. Orange also wanted to provide realtime information back to the organization for insight into consumer buying behaviors and product and...
Summary: ...Callaway Case Study - Retail eCommerce. IDOL K2 also helps shoppers at www.callawaygolfpreowned.com find what they mean with advanced spelling and thesaurus tools that can effectively interpret a query—even if it is misspelled or doesn’t link to items in the catalog. For example, when a shopper looks...
Summary: ...and above. A score that is lower than 90 percent is not considered to be a passing score. With the robust reporting capabilities that etalk provides, we’re able to find out why we’re not hitting our target and address it immediately.” etalk’s Qfiniti reporting tools allow PFSweb to conduct trend...
Summary: ...IDOL K2 has also improved the e-commerce potential of GSA Advantage! Using IDOL K2’s classification technology, GSA is able to take advantage of pre-defined classification rules that promote up-selling and cross-selling capabilities. A customer buying a printer, for instance, will be told what toner...
Summary: ...Autonomy Interwoven - Virgin Mobile Case Study. 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...
Summary: ...headlines, copy, forms, images and rich media. Autonomy Optimost increases Money2India conversions by over 34 per cent Given the spread of Indians across the globe, their distinct preferences and the peculiarities of global payment systems, the ICICI Group’s Money2India remittance product suite goes...
Summary: ...or information clusters. As a result, investors can recognize trends in real time and make buy or sell decisions before the rest of the market can respond. Automatic Hyperlinking IDOL can automatically recommend and alert users to conceptually related news articles and research so investors can quickly...
Summary: ...secure Web interface will allow employees to access complete matter content from any location, at any time. Says Hall, “Sound document management is fundamental to the modern law firm. Failure to maintain industry standard performance would put us at a distinct disadvantage to the international players...
Summary: ...and storage infrastructure with hardware and software. "HP is delivering a total solution, a comprehensive, integrated system that meets all our requirements," emphasizes Finlaison. "We did not want a piecemeal solution that would require extensive user training and maintenance, and would not suit the...
Summary: ...priced but also to provide the highest levels of customer services possible, and through a variety of mediums. Scottish and Southern Energy (SSE), a Financial Times Stock Exchange (FTSE) 100 company, is no stranger to the challenges posed by this new consumer buying power. The group’s subsidiaries are...
Summary: ...ABN Amro Case Study. ABN Amro ABN AMRO Organization ABN AMRO www.abnamro.com Industry Banking & Finance Type of Application Global Compliance Platform Functionality Agents Alerting Categorization Collaboration & Expertise Networks, Channels Clustering Hyperlinking Extras Dish Dashboard Failover Language...
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: ...based on user similarities to improve targeting and mark-et ing effectiveness across diverse audiences based on their interests, attitudes, or buying behaviors. Profling Autonomy accurately understands individuals’ implicit interests based on their browsing history, buying behaviors, product reviews,...
Summary: ...Autonomy Interwoven Profiling & Personalization broduct brief. • Aggregates information collected from customer interactions across all their channels to build visitor profles and segments • Identifies new trends, patterns in buying behavior, and relationships amongst their diverse mobile customers...
Summary: ...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...
Summary: ...what happens on your sites—today’s consumers expect immediate relevancy and engaging experiences—or else they will go to your competitors with a click of their mouse. Through behavior, implicit data, and explicit profile data, customers reveal information about themselves and they expect you to...
Summary: ...Autonomy Interwoven TeamSite® product brief. Profiling & Personalization Autonomy Interwoven automatically profiles visitors based on web queries and behavior, transactions, content consumption or contributions, explicitly stated or implied preferences, or any other realtime or historic interaction....
Summary: ...with an agent. Customer Experience Analytics – Understand and respond to the true experience for a specific customer, as opposed to the siloed experience reported on using legacy, single channel technologies. Customer Interaction Survey and Assessment– Leverage all survey and assessment data for a...
Summary: ...Etailers improve their chances of turning visitors into buyers with product recommendation engines…” To survive and thrive in a tough economy, retail businesses need to make the shopping experience as easy as possible while encouraging visitors to buy more products as well as higher value skus. Managing...
Summary: ...dynamic, relevant, and engaging web experiences. LiveSite serves as the “runtime” component of the Autonomy Interwoven Web Content Management solution and is the only product in the market that supports the entire range of web channel use cases and business requirements. With a fexible delivery model,...
Summary: ...suggests further topics or pertinent information that are conceptually related to a search • Trend Analysis— uncovers emerging trends and issues or compares them to other trends over a set period of time • Sentiment Analysis—searches or refines content by speaker or emotion present in an interaction,...
Summary: ...interact with data but too often businesses fail to capture and leverage this information in a meaningful way. Only the final transactional behavior is recorded and logged into business applications. IDOL SPE recognizes the importance of user behavior and uses both potential and committed behavior patterns...
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: ...the manual effort to control data allowing decisions to be made faster • Assist in making more accurate decisions that increase profitability • Integrate information through understanding the content removing the need to drop in and out of different silos to retrieve information • Increase subscriber...
Summary: ...of information from 1,000 different content formats, including text, voice or video and delivers over 500 functions including hyperlinking, agents, summarization, taxonomy generation, retrieval, channels, clustering, eduction, profiling, collaboration and alerting. The IDOL platform provides a flexible...
Summary: ...Autonomy Enterprise Archive Solution. Autonomy Enterprise Archive Solution™ (EAS) is the first and only archiving solution with the advanced functionality, performance and scalability needed to prepare the enterprise customer to meet the challenges posed by legal and regulatory requirements. EAS benefits...
Summary: ...HTML & XML • Extract binary document types stored in database blobs • Deliver content back from Oracle over the web • Content layout highly configurable using layout templates • Import parameters compatible with any other Autonomy indexing process • Retrieve data from local or remote Oracle...
Summary: ...including HTML & XML • Extract binary document types stored in database blobs • Deliver content back from Stellent Content Server over the web • Content layout highly configurable using layout templates • Import parameters compatible with any other Autonomy indexing process • Aggregate data...
Summary: ...HTML & XML • Extract binary document types stored in database blobs • Deliver content back from ODBC over the web • Content layout highly configurable using layout templates • Import parameters compatible with any other Autonomy indexing process • Aggregate data from local or remote ODBC Databases...
Summary: ...actions • Schedule jobs independently of each other • Extract data as any text based format including HTML & XML • Extract binary document types stored in database blobs • Deliver content back from eGain data repositories over the web • Content layout highly configurable using layout templates...
Summary: ...Autonomy MoreOver Fetch Technical Brief. Intelligent Data Operating Layer iManage Server Indexing Moreover Connector Aggregating files Features This highly configurable Connector allows administrative users to exactly control the content they require aggregating: • Configurable aggregation of Moreover...
Summary: ...SharePoint 2007 Fetch Technical Brief. Autonomy Systems Ltd. IDOL INDEXING AGGREGATION SHAREPOINT FETCH CONNECTOR SHAREPOINT SERVER 1 SHAREPOINT SERVER 2 SHAREPOINT SERVER 3 Technical Brief Architecture Client Machine DiSH Service Front End Interface DAH IDOL TM SERVER DIH Connector Data Repository Audio...
This is a small selection of the Autonomy Technical Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...to remain competitive by decreasing abandonment rates and turning browsers into buyers, increasing the average order size by cross-selling and up-selling, reducing overheads by optimizing the management of promotions, identifying patterns in buyers’ behavior, and ultimately turning competitors’ customers...
Summary: ...with particular customers. By uncovering buying trends, past responses, and emotional inclinations, Explore helps the organization understand and predict future customer behavior. Businesses can use this customer insight to enhance future marketing programs as well as to improve sales initiatives, product...
Summary: ...based on their unique behavior. This makes the overall shopping experience easier, faster, and more productive, and ensures that no revenue opportunities are missed. In fact, site reports showed that the search page converts more browsers to buyers than some of the most popular sections of the site such...
Summary: ...individual interests, high performance and unrivalled accuracy, award-winning sales analytics tools that provide retailers with a snapshot of buyers’ behavior and evolving preferences, and Reputation Analysis capabilities that allow vendors to monitor and react to product and service reviews on blogs...
Summary: ...Customer Interaction Strategy 5 Building customer segments often involve drawing heavily on intuition and generalizations. For example, people in warm weather climates buy more sunscreen than people in Canada. It doesn’t have to be this way. Meaning Based Marketing (MBM) systems can extract the meaning...
Summary: ...to dynamically generate segments based on the demonstrated “closeness” of concepts. Unexpected groupings and trends emerge: People buy more beer after hurricanes. Farm customers in Nebraska and Mongolia tend to buy similar kinds of tractors. Dog owners in New York prefer romantic comedies to historical...
Summary: ...based on key customer or behavioral attributes, then deliver a targeted and engaging experience for each visitor to maximize impact. Marketing Collateral Automation In fast-paced markets, companies need to be able to publish product information quickly and effciently across multiple channels. By aggregating...
Summary: ...The Power of Website Targeting. White Paper The Power of Website Targeting The power of the Web is that, unlike traditional broadcast media, it is not a one-way “one size fts all” communications channel. Websites are accessible from just about anywhere at anytime, which means that anybody could be...
Summary: ...Information Theory to automatically extract the key concepts from any piece/s of information. As a mathematical platform, it is not constrained by the limitations of linguistic or rules-based models. Distinct concepts, ideas and behaviors are exposed within any data set on the basis of mathematically...
Summary: ...consumption;” etc.). Beyond this, you should have a pretty good idea of the most natural way to organize your DAM system for easy browsing and navigation. Alternate ways of locating groups of assets can always be achieved through searches. The trends now reshaping the way consumers interact with information...
Summary: ...policies and compliance increases the importance of web content archiving, storage, retention, and data management technologies to businesses. Organizations that interact with customers through the constantly-changing web channel must safeguard against a myriad of litigation and business risk. Archiving...
Summary: ...control over content and branding leads to an inconsistent customer experience, slows time-to-market, and robs the company of competitive agility. Strategies for engaging online visitors To deliver a compelling online experience as part of a coherent ongoing customer engagement plan, companies need to...
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
Increasingly sophisticated and diverse customer interaction channels offer enterprises powerful new ways to drive growth and support business goals, while at the same time posing new and significant challenges. Whether clients are contacting businesses through the corporate website, an eCommerce portal, emails, or the customer contact center, organizations are constantly being held to higher standards and expectations created by the last best experience.
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