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.
(1-25 of 32) Sorted by Most Reviews
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.
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…
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,…
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 (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.
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…
TIBCO Reward (formerly TIBCO Engage) is a real-time customer loyalty and interaction management platform, from TIBCO.
Infor Interaction Advisor is a real-time interaction management offering and part of Infor's Customer Experience Suite.
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 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.
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 (featuring Real-Time Decision Manager) is designed to drive real-time interactions and automate operational decisions at scale.
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 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 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 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…
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.
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.
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
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.
RTIM software captures what customers are doing in real-time and responds in the most effective manner. This benefits businesses in several ways:
These are some of the popular real-time interaction management software products:
