Solutions
Customers interact with your brand using a myriad of touch points through a handful of channels. Until now, organizations have had no other options than to leave the volumes of data produced by these interactions in the systems in which they were captured. Leading organizations now leverage technology to view interactions collectively, independent of channel, for a comprehensive picture of their customer interactions and relationships. Moving beyond disparate customer interaction data is the first step in becoming channel-agnostic, to identify the true insights that will impact your business. Industry experts agree that even the most laggard of customers jump between customer interaction channels; from comparing products or reviewing a bill on your website to logging a complaint with the contact center to actually touching the product in a store. And everyday more customers are making their feelings known indirectly via word of mouth technologies on the web. Customer sentiment is becoming more and more transparent to both impressionable prospects as well as the business itself, but many businesses currently tend to be slow or simply unable to capitalize on this wealth of information. Autonomy’s Customer Interaction Solutions enable businesses to leverage technology to consolidate all customer interaction data, whether direct or indirect, structured or unstructured and search it for customer, product, service or even competitor patterns. Utilizing trend recognition methodology allows organizations to take full advantage of the treasure that is their customer interaction data. Customers interact with your brand using a myriad of touch points through a handful of channels. Until now, organizations have had no other options than to leave the volumes of data produced by these interactions in the systems in which they were captured. Leading organizations now leverage technology to view interactions collectively, independent of channel, for a comprehensive picture of their customer interactions and relationships. Moving beyond disparate customer interaction data is the first step in becoming channel-agnostic, to identify the true insights that will impact your business. Industry experts agree that even the most laggard of customers jump between customer interaction channels; from comparing products or reviewing a bill on your website to logging a complaint with the contact center to actually touching the product in a store. And everyday more customers are making their feelings known indirectly via word of mouth technologies on the web. Customer sentiment is becoming more and more transparent to both impressionable prospects as well as the business itself, but many businesses currently tend to be slow or simply unable to capitalize on this wealth of information. Autonomy’s Customer Interaction Solutions enable businesses to leverage technology to consolidate all customer interaction data, whether direct or indirect, structured or unstructured and search it for customer, product, service or even competitor patterns. Utilizing trend recognition methodology allows organizations to take full advantage of the treasure that is their customer interaction data.
Customers and prospects communicate with brands and about brands all the time. Much of these interactions are made directly to the business and are captured in a myriad of systems such as recordings of phone conversations in the contact center – these interactions are considered direct. A growing number of interactions are made indirectly about the brand or product between like-minded individuals on a social website – these interactions are considered indirect. Neither form of information is more important than the other. They're both imperative and become exponentially more valuable to the business when combined together.
Any solution employed to capture and analyze interactions for just one touch point, or even one channel, is leaving much of the story un-reported. Structured data is good for discrete transactions and answers; information that conforms neatly into the rows and columns of a relational database. Examples of structured data include responses to multiple choice survey questions, the time stamp on a customer’s last visit to a website or even the product that same customer called support about most recently. Structured data has been housed in databases since 1970. Unstructured data is all other forms of data that do not fit within the rows and columns of a relational database. Examples of unstructured data include free form text on a survey response, a user generated review of a specific product on amazon.com or even a simple email describing a support issue. Eighty percent of all data created this year will be unstructured. It is imperative that any approach to putting customer interaction data to work must include the ability to organize, decipher and act on unstructured data. We live in a world of patterns — competitive advantage and survival are about recognizing and acting on patterns-oriented tendencies before others. Previous strategic planning models were strained to seek changes, predict outcomes, adequately guide decisions and assist leaders in defining governance models that embrace change. Through a focus on pattern-based strategy, organizations will move from being “reactive” to being “proactive.” Today’s business environment demands an increased focus on detecting leading indicators of change, and on identifying and quantifying risk emerging from new trends, rather than obsessing over lagging indicators of performance. In this way, we move from a world of "sense and respond” to one focused on “seek and act.”
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