June 24, 2009 Autonomy Corporation plc introduced a new module in Autonomys Meaning Based Marketing suite. Autonomy Interwoven Multichannel Optimization combines the capabilities of Web content management, contact center and advanced analytics, according to a company release.
The solution enables organizations to respond to all forms of customer interactions across multiple channels including social media, the Internet, contact center, email and in-store, the release stated.
According to a December 2008 report by Forrester Research, U.S. online consumers who move from channel to channel say they're not satisfied with their experiences. Users surveyed were least satisfied with the transition from the Web to phone of all the major cross-channel shopping experiences.
Regardless of which pairs they start with, customer experience professionals need to design experiences that provide users with the three C's: choice, consistency, and continuity, Adele Sage, Forrester analyst and author of the report wrote.
The Autonomy Interwoven Multichannel Optimization provides organizations with three primary capabilities, according to the company release: active listening across all customer interactions, testing across all formats of customer interactions and delivery of a targeted customer experience based on understanding.
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