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Customer Experience Matrix

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IBM Interact Adds Interactions to Enterprise Marketing Management

Customer Experience Matrix

My continuing tour of real time interaction managers landed with the good folks at IBM two weeks ago, where I caught up with what’s now IBM Interact. The product was originally launched more than a decade ago by Unica as Affinium Interact.* The two modules can also share segment definitions, offers, and interaction history.

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Neolane Interaction Tightly Integrates Real-Time and Outbound Marketing Campaigns

Customer Experience Matrix

One of its offerings, originally launched in 2009, is its real-time interaction manager, Neolane Interaction. However, it differs in several key details: - it supports both batch (outbound) and real time interactions. it supports both anonymous and identified customer interactions. But Neolane seems to pull it off.

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Right On Interactive Offers Lifecycle Reporting

Customer Experience Matrix

Summary: Right On Interactive has added great life stage reporting to the data integration and output generation features of its earlier 5Buckets product. The plots are interactive: users can select a group on the plot to create a new segment and can drill down to see the details of the individual contacts.

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eglue Links Data to Improve Customer Interactions

Customer Experience Matrix

This brings us to eglue , which offers “real time interaction management” (my term, not theirs): that is, it helps call center agents, Web sites and other customer-facing systems to offer the right treatment at each point during an interaction. Eglue can use standard database queries or Web services calls to capture interaction data.

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Right On Interactive's 5Buckets Simplifies Multi-Channel Messaging

Customer Experience Matrix

Summary: Right On Interactive's 5Buckets connects lists from external customer management systems with many types of output vendors (email, print, fax, text message, automated voice). It's a low-cost, easy-to-use alternative to more powerful marketing automation systems for companies who don't need other marketing automation features.

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Treehouse Interactive MarketingView Combines Demand Generation with Campaign ROI Tracking

Customer Experience Matrix

I originally spoke with Treehouse Interactive in late January, but didn’t write about them because weren’t quite ready to talk about their Salesforce.com integration. But Treehouse Interactive has been growing quietly all that time, now reaching a perfectly respectable 100 or so clients, of which more than half use MarketingView.

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Interactions are for Companies, Experiences are for Brands

Customer Experience Matrix

One of the concepts I didn’t have time to develop at length in the presentation was the difference between interactions and experiences. Basically, interactions are direct contacts between a company and a customer. If this were an interaction, I’d only show that sentence to people who care about brands.