Autonomy has launched Interwoven Multichannel Optimization, a new module that combines web content management, contact centre and analytics capabilities into a single application for understanding and optimising customer interactions.
The Multichannel Optimization is a meaning based marketing suite which reportedly enables organisations to listen, analyse, optimise and act on all forms of customer interactions across multiple channels including social media, the web, contact center, email and in-store.
The new module combines Autonomy’s etalk application for the contact centre with its TeamSite web content management and Optimost analytics marketing application on the company’s IDOL platform. IDOL allows these applications to understand what customers are communicating regardless of the channel being used.
The product is expected to provide – active ‘listening’ across all customer interactions; testing across all formats of customer interactions – including call scripts, web content, email, and video; and delivery of a targeted customer experience based on understanding.
