Autonomy launches social media contact solution

Autonomy claims to allow companies to understand and act on detailed customer input in real time

Autonomy has announced the availability of Autonomy Interwoven Multichannel Optimisation (AIMO), a solution that combines web content management with customer service and analytics tools.

The release is a module within Autonomy's Meaning Based Marketing Suite, and brings the web directly into the contact centre, according to the firm.

AIMO comprises Autonomy's TeamSite web content management system, the Optimost advanced analytics marketing solution and its IDOL server platform for search and information processing.

The application of web content management and analytics within IDOL means that companies can understand and act on detailed customer input in real time, the firm claimed.

"Enterprise software companies have been promising a 360-degree view of the customer for years," said Anthony Bettencourt, chief executive at Autonomy Interwoven.

"However, what these companies lack is the ability to link these systems to one platform, understand the meaning behind each piece of information through analysis and testing, and then immediately act on the insights. Autonomy brings these capabilities together to deliver a new approach for chief marketing officers and heads of e-commerce."

AIMO offers what the firm calls "active listening" across contact centres, web sites, email, in-store applications and social media. Speech analytics record information that can be sorted and categorised for later use.

Other features include the ability to recognise key issues within content and contact information to determine the solutions that have been the most useful for customers.

For example, contact centre workers could identify emerging issues within their online customer base, run analytics tests to find a solution, and launch a response on social media sites all from one dashboard.