Real-Time Interaction Management Software
These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.
Real-Time Interaction Management Software TrustMap
TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.
Monetate (formerly Kibo Personalization, powered by Monetate and Certona) is an ecommerce personalization software for consumer-facing brands. Monetate enables brands to create individualized experiences for site visitors, with the goal of improving engagement and business performance.…
Treasure Data is an enterprise customer data platform (CDP) that powers the entire business to reclaim customer-centricity in the age of the digital customer. It does this by connecting all data and uniting teams and systems into one customer data platform to power purposeful engagements…
Adobe acquired Neolane in July 2013 and later re-named the product Adobe Campaign. Adobe Campaign provides both marketing automation and marketing resource management functionality such as spend & financial management, workflow, and asset management.
Companies use Interaction Studio to tailor interactions with customers and prospects to increase loyalty, engagement, and conversions. Using real-time cross-channel personalization and machine learning capabilities, Interaction Studio adds to Marketing Cloud’s robust customer data,…
HCL Unica (acquired by HCL Technologies from IBM in late 2018) is a suite of enterprise marketing management tools including marketing automation with cross-channel campaign management, budgeting and forecasting, project workflow management, asset management, brand management and…
Pega Customer Decision Hub optimizes customer lifetime value by providing an “always-on brain” to unify data, analytics, and channels into one connected experience. Customer Decision Hub collects data from every interaction as it’s taking place, combines that with the customer’s…
Emarsys is a customer engagement platform that allows users to automate personalized campaigns across channels, based on each individual consumer’s behavior. The suite's capabilities include marketing automation, email marketing, customer engagement, customer intelligence and predictive…
Amazon Personalize uses machine learning algorithms to create recommendations that respond to the specific needs, preferences, and changing behavior of users in real-time, to drive increased customer engagement.
Marketo Web Personalization (formerly Real-Time Personalization, or Marketo RTP is a real-time interaction management option based on technology acquired with Insightera in December 2013 by Marketo. It is now a Prime feature of Marketo Engage.
The Cheetah Digital Marketing Suite (formerly the Experian Marketing Suite) centralizes marketing data and provides cross-channel campaign management as well as real-time offers, messaging, and engaging interactions.
Enlighten AI, from NICE, provides ways to understand how to improve your customers’ experiences, and aims to transform organization into a customer-centric organization. Enlighten AI objectively measures all interactions to drive business outcomes. Each use case is derived from 20+…
SmartFocus offers real-time interaction management software. Their messaging cloud marketing platform encompasses email, social, mobile and analytics capabilities. Founded in 1999 as EmailVision, SmartFocus has grown to serve customers across the globe; SmartFocus boasts over 2,500…
NICE Systems headquartered in Israel offers NICE Desktop Analytics, a customer interaction management system dedicated to determining the next best action for engaging customers and automating customer service tasks.
Redpoint's software platform, rgOne, helps companies transform their customer experiences across the enterprise. Redpoint's solutions aim to provide a uniﬁed, single point of control where all customer data is connected and every customer touchpoint intelligently orchestrated. The…
OPINATOR aims to connect businesses with people. Its Personalized CX Management platform promises to enable you to generate and manage customer interactions in a new, smarter, and more engaging way over every digital channel. According to the vendor, key benefits are: - boost engagement…
RetailSense from RecoSense is an AI-based e-commerce personalization platform that delivers personalized experiences helping shoppers find what they are looking for. It offers omnichannel personalization enabling marketers to run automated campaigns on email, push notifications, mobile…
Etiya Digital Interaction Management provides critical enrichment to support seamless communication with customers under all circumstances. With the platform, social listening and media tracking through digital channels are enabled. In addition, all notifications from social media…
An enterprise platform to engage anonymous web traffic. Over 90% of website traffic is anonymous. And with the demise of third-party cookies and other regulations it's imperative for leading brands to find new methods to acquire and engage consumers in a privacy-forward future, at…
TIBCO Reward (formerly TIBCO Engage) is a real-time customer loyalty and interaction management platform, from TIBCO.
NGDATA Lily CDP is a hadoop-based platform acquired by and supported by Belgian company NGDATA since original developer Outerthought's acquisition by that company.
Infor Interaction Advisor is a real-time interaction management offering and part of Infor's Customer Experience Suite.
CSG Xponent is a cloud engagement solution that combines a customer data platform, customer journey orchestration and analytics, and omnichannel communications in one solution. With Xponent, companies deliver personalized, predictive and proactive customer interactions to improve…
ARIES Interaction Manager from Infocenter headquartered in Charlotte is an application built on the ServiceNow platform that optimizes online relationships and interactions between employees, customers, prospects, partners and suppliers. The NOW Certified app aims to provide a 360-…
Precisely's EngageOne is a suite of customer communication apps and solutions, based on the product suite of the same name from Pitney Bowes, whose data and technology division was acquired by Syncsort (now Precisely).
SAS Intelligent Decisioning (featuring Real-Time Decision Manager) is designed to drive real-time interactions and automate operational decisions at scale.
What is Real-Time Interaction Management Software?
Real-time interaction management (RTIM) software delivers instantaneously responsive, personalized, and contextually relevant marketing messages to users across digital devices.
Real-time interaction management software is a real-time decision engine that supports five major functions:
Customer Recognition and Segmentation – Understanding customer behavior and affinities and enabling businesses to segment customer groups based on these characteristics.
Contextual Understanding – Aligning communications with the context of user interactions. What led to the interaction? What device are they using? What environment are they in?
Decision Making (next-best-experience scoring) / Customized Offerings – Providing personalized offers, recommendations, messaging, and incentives to encourage conversions.
Orchestration – Delivering a consistent and integrated experience across digital channels and devices.
Analytics and Optimization – Real-time data capture to support real-time interaction analytics that is required to engage with the customer in real-time. This data is also used to test different customer experiences to optimize customer interactions.
Predictive modeling, AI, and Machine Learning have powered new advances in RTIM.
RTIM is part of Customer Experience Management Software and Intelligent Engagement Platforms (IEP) Software.
Real-time Interaction Management software and Customer Journey Orchestration (CJO) software complement each other. RTIM is often considered part of CJO. RTIM focuses on in-the-moment decision-making to create the most effective customer interactions while CJO attempts to understand and orchestrate an optimal customer experience across all digital touchpoints over the long term.
Real-Time Interaction Management Software Features
Most RTIM platforms will include the following capabilities:
Full integration across all channels in real-time
Customer identification across all channels
Enriched customer 360 data
Decision engine – next-best-experience scoring
Offer management engine
Real-Time Interaction Management Software Comparison
Consider the following when purchasing real-time interaction management software:
Integration/Scope: RTIM software is a valuable tool that is most effective when integrated with your customer experience, customer journey, and intelligent engagement platforms. Its functions are often included within those broader product offerings. Evaluate the synergies of those products in how they best address your business needs.
RTIM can be deployed in the cloud or on-premises.
Most vendors require a quote for their real-time interaction management software. Some products start at $97 a month for basic entry-level features with enterprise offerings beginning at a few hundred dollars a month.
Frequently Asked Questions
RTIM software captures what customers are doing in real-time and responds in the most effective manner. This benefits businesses in several ways:
- Increases conversions and revenue and produces higher retention rates through timely optimized messaging.
- Improves marketing performance using next-best scoring which boosts response rates.
- Improves customer satisfaction and reduces customer support demands through intelligent, personalized, and contextual responses.
- Provides consistent personalized cross-channel experiences.
- Provides real-time customer insights.