A single-platform approach to strategic marketing that enables businesses to capture and understand insight from customer interactions and proactively deliver an optimized customer experience across multiple channels of communication.

• Intelligent understanding of customer interactions in any format, including web content, audio, video and social media
• Multivariable testing and optimization of all customer interactions to improve customer satisfaction and business profits
• Proactive delivery of targeted offers and promotions across all channels – web, contact center and storefront based on insight
• Consistent and integrated brand experience across all challenges that meets key enterprise legal and regulatory initiatives
    

The Challenge of Multichannel Interactions
Customers no longer rely on one channel of communication to research and make their buying decisions, nor do companies communicate and interact with customers in one format. Today, customers not only communicate via one-on-one interactions through the storefront and customer contact center, but more and more frequently interact with the corporate website as well as discuss their experiences through popular social media outlets and web forums. As a result, businesses seek not only to communicate consistently across all channels, but more importantly, to leverage the information culled from those interactions to accelerate sales cycles and improve the customer experience.

Meaning Based Marketing Across All Channels
Autonomy Interwoven is the only provider of a single platform technology for capturing, managing, analyzing, and responding to customer interactions that optimizes sales and marketing efforts across all channels – such as the web, contact center, social networks and storefront. Autonomy Interwoven’s Multichannel Optimization offering, powered by IDOL, leverages Autonomy’s unique Meaning Based Marketing approach to gain insight from customer interactions and drive strategic marketing results.

Conceptually understands customer interactions
Extracts meaning from customer interactions with the world’s most advanced information processing capabilities including speech analytics, clustering and auto-categorization based on the concepts within the interaction.

Discovers hidden insights online
Delivers the industry’s most comprehensive suite for multivariable testing, social media analysis and sentiment analysis to uncover customer intent and attitudes hidden within online interactions.

Captures customer interactions across all channels
Delivers seamless connectivity to all interaction channels from audio and video to web, email and social media in order to capture the customer insight that matters most to the enterprise.

Proactively delivers targeted experiences
Automatically provides dynamic, relevant and targeted content to customers in real time for optimized experiences that deliver profitable business results.