Real-Time Interaction Management Software

Real-Time Interaction Management Software Overview

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.



Top Rated Real-Time Interaction Management Products

TrustRadius Top Rated for 2021

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 Products

(1-25 of 32) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.
Treasure Data

Treasure Data

Customer Verified
Top Rated
TRUE

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 Campaign

Adobe Campaign

Customer Verified
Top Rated

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.

Key Features

  • Dynamic content (83)
    92%
    9.2
  • Email deliverability reporting (134)
    91%
    9.1
  • List management (83)
    85%
    8.5
Kibo Personalization, powered by Monetate & Certona

Kibo Personalization (the product based on the former Monetate) is an ecommerce personalization software for consumer-facing brands. It is used by QVC, Newegg Inc., J. Crew Group Inc., The North Face, and hundreds of other retailers according to the vendor. Monetate enables brands…

Salesforce Marketing Cloud Interaction Studio (formerly Evergage + MyBuys)

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

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…

Emarsys

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…

Pega Customer Decision Hub

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…

Marketo Web Personalization (Marketo RTP)

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.

Cheetah Digital Customer Engagement Suite

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.

SmartFocus, now part of Actito

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…

Redpoint Global rgOne

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…

TIBCO Reward

TIBCO Reward (formerly TIBCO Engage) is a real-time customer loyalty and interaction management platform, from TIBCO.

Infor Interaction Advisor

Infor Interaction Advisor is a real-time interaction management offering and part of Infor's Customer Experience Suite.

NGDATA Intelligent Engagement Platform

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.

Teradata Vantage CX (Real-Time Interaction Manager)

Teradata Vantage Customer Experience (CX), an evolution of Teradata Real-Time Interaction Manager, aims to give marketers and customer experience professionals the autonomy, visibility, and insights they need to keep pace with ever growing and changing customer demand.

Thunderhead ONE Engagement Hub

The Thunderhead ONE Engagement Hub is a unifying tech layer that learns, understands and orchestrates customer journeys and conversations. ThunderheadONE helps users understand each customer’s true intent, across journeys, touchpoints and time to help users to meet individual needs…

SAS Intelligent Decisioning

SAS Intelligent Decisioning (featuring Real-Time Decision Manager) is designed to drive real-time interactions and automate operational decisions at scale.

Celebrus

Celebrus Technologies, a D4t4 Solutions company since January 2015, offers the Celebrus suite of big data analytics software for real-time customer interaction management.

Pitney Bowes EngageOne

Pitney Bowes offers EngageOne, a suite if real-time customer interaction management software.

NICE Desktop Analytics

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.

OPINATOR

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…

IMIconnect

IMIconnect is an enterprise cloud communications platform that enables businesses to automate multi-channel customer journeys. The IMIconnect platform supports end-to-end automation of customer interactions by offering pre-integrated access to customers’ preferred communication channels…

RetailSense

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…

Ably

Ably is an enterprise-ready pub/sub messaging platform. They aim to make it easy to efficiently design, quickly ship, and seamlessly scale critical realtime functionality delivered directly to end-users. The vendor boasts daily delivery of billions of realtime messages to millions…

Amazon Personalize

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.

Learn More About Real-Time Interaction Management Software

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

  • Context management

  • Enriched customer 360 data

  • Decision engine – next-best-experience scoring

  • Offer management engine

  • Personalization engine

  • Analytics

  • Scalability

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.


Pricing Information


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

What does real-time interaction management software do?

Real-time interaction management (RTIM) software delivers real-time, personalized, relevant, and consistent marketing messages to customers on their digital devices. The software can recognize the customer across channels, access behavioral data, understand the context of the interaction, and decide upon and produce the most effective personalized messages for customer offers, recommendations, and incentives.

What are the benefits of using real-time interaction management software?

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.

How much does real-time interaction management software cost?

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.