Real-Time Interaction Management Software
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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.
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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.
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.…
An enterprise platform to engage anonymous web traffic.
Over 90% of website…
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.
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…
Infor Interaction Advisor is a real-time interaction management offering and part of Infor's Customer Experience Suite.
Using fascination with the natural world as its fuel, Swarmalytics states that their driving mission is to develop wonder-driven, innovative artificial intelligence applications that can be rapidly commercialized to the collective benefit of businesses, their consumers, and all associated…
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…
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.
SAS Intelligent Decisioning (featuring Real-Time Decision Manager) is designed to drive real-time interactions and automate operational decisions at scale.
Hushly's platform is a buyer experience and conversion platform. Hushly aims to offer b2b marketers the ability to offer a modern content experience combine with lead capture and enrichment for the highest quality opt-in lead from existing traffic.
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 in VoC, NPS and CEM programs (up to 10X responses in some cas…
Latinia is a real-time decision and communication software vendor for banking, specialized in filtering and analyzing transactional events and customer intelligence data.
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-…
Celebrus Technologies, a D4t4 Solutions company since January 2015, offers the Celebrus suite of big data analytics software for real-time customer interaction management.
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).
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 customers of its Message Cloud, including HP, Mercedes-Benz, and others. It's features are relatively broad and encompassi…
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…
Medallia Experience Orchestration (formerly Thunderhead ONE Engagement Hub) is a unifying tech layer that learns, understands and orchestrates customer journeys and conversations. It helps users understand each customer’s true intent, across journeys, touchpoints and time to help…
Adobe's Real-Time Customer Data Platform allows marketers to collect, normalize, and unify known and pseudonymous consumer and professional data into real-time profiles. These person or account-based profiles then power B2B, B2C, and hybrid customer experiences at scale.
Sitecore CDP, based on Boxever, is presented as a CDP designed to fuel customer led, decisioning, experimentation and personalisation with real-time audiences and profiles. Boxever was acquired by Sitecore in March of 2021.
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.
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Frequently Asked Questions
What does real-time interaction management software do?
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.
What are the best real-time interaction management software products?
These are some of the popular real-time interaction management software products: