Weekly News Roundup

Customer Strategy
Customer Experience
A look at the technology developments, partnerships, and research findings announced this week in the customer experience space

Technology Developments

Adobe Announced Collaboration with Yieldex

Adobe announced a partnership withYieldex, a provider of inventory and revenue management solutions for digital publishers, to help publishers match available ad content with advertisers' desired audience segments. Adobe will integrate its Adobe AudienceManager, its data management platform that identifies, quantifies, and activates high-value audience segments, withYieldex's Audience Planner, which enables publishers to understand audience segment availability, contention, and overlap. The joint solution will provide digital publishers with a view across data assets and efficiently deliver targeted audience segments, resulting in greater advertising ROI and customer engagement. The joint solution will allow publishers to seamlessly push their audience segments using demographic information to help gain a deeper understanding of what inventory has been sold, and effectively what is available tosell.

Anametrix Launches Mobile App for Marketers On-the-Go

Cloud-based,real-time marketing analytics platform Anametrix has introduced Anametrix Mobile App for iOS, Android, and BlackBerry, giving marketers access to up-to-date marketing-analytics data on any tablet or smartphone, enabling right-time marketing. The mobile app allows users to search for any existing reports and filter them according to different criteria, for example campaign, region, or product category. Because it allows real-time access to the right data anytime and anywhere, Anametrix Mobile App enables right-time marketing to improve campaign effectiveness, lower customer acquisition costs and expand customer lifetime value. Pelin Thorogood, Anametrix's CEO, notes that etailers and publishers succeed when they deliver the right offers at the right time on the device the consumer is using at the time. "Anametrix Mobile App gives marketers anytime, anywhere access to their real-time analytics, enabling opportunities for right-time marketing that drives relevance and improves return on marketing investment," she says.

Campaigner Launches API for Campaigner Email Marketing

Campaigner, the sales and marketing brand of j2 Global, has launched Campaigner Elements, a new API for Campaigner Email Marketing that allows marketers to integrate systems and analyze Big Data to gain visibility into subscriber behavior. Flexible, powerful, and easy to use, the API helps marketers drive more business from their email marketing. Campaigner Elements gives marketers the ability to integrate information from different systems to capture, analyze, report, and then act upon the information they collect. Marketers will be able to seize opportunities more quickly by using custom applications to create and send tests, full-blown campaigns and workflows from anywhere. The new API provides valuable list, contact, campaign, and content management features and more than 600 pre-built email templates.

EPiServer Connect for SharePointLaunched

Software provider EPiServer announced the availability of EPiServer Connect for SharePoint, an add-on that integrates SharePoint 2013, 2010 and/or 2007 with EPiServer 7 CMS to allow business users to bring their SharePoint assets to the web.This allows marketers to leverage SharePoint capabilities to optimize and streamline enterprise content management efforts and convert internal collaboration into online marketing results. By incorporating EPiServer Connect for SharePoint, users can automatically publish from their SharePoint collaboration platform and have content shared via social channels. In addition to publishing collaborative assets, the solution will allow users to gain insight into how their SharePoint content is performing through A/B and multivariate testing.

ePrize Launches Social Analytics Tool

ePrize has introduced ePrize Social Analytics, a new social analytics report service that offers companies actionable insights on customers and brand followers through the collection and aggregation of Facebook data, including promotions that appeal to consumers and other information about their likes and dislikes that can be used to develop more relevant interactions with them. ePrize Social Analytics can help CMOs and other executives gain insights about a company's most valuable customers along with the products they're using or talking about on Facebook. The tool also allows users to visualize customer trends as they're emerging and to optimize Facebook media buys.

inContact Enhances Cloud Contact Center Platform

inContact has introduced a new release of its cloud contact center software that's designed to harmonize contact center operations by creating a single integrated flow of multichannel interactions. The new offerings are aimed at enabling customers to communicate with company contact centers through their channel of choice, optimizing agent workflow and customer handling, while providing contact center supervisors with a complete view of operations. The new release features the debut of inCloud, an API-driven ecosystem that's designed to enable client companies to specify, implement, and deploy solutions that are pre-integrated into the inContact platform. Other new features include a universal queue that pushes a seamless flow of work to agents throughout the day based on their skills, availability, and customer priority. The latest release also features true dialer blending to enable agents to easily switch between inbound and outbound communication.

Kenshoo and Marchex Partner to Drive Performance from Local Search Campaigns

Marchex, Inc., a mobile and call performance provider, today announced an enhanced partnership with Kenshoo, a provider of premium digital marketing technology, to make it easier for digital agencies, media companies, publishers and others managing local business campaigns to increase the number of phone calls generated from paid search ads and gain insight into how these campaigns perform. Kenshoo has further integrated Marchex's Call Analytics product directly into the Kenshoo Local platform. This improves the setup, management and reporting of tracked phone calls for Kenshoo's clients across desktop and mobile search campaigns and automatically optimizes for continued success. After enabling Call Analytics, Kenshoo Local clients can utilize call data by:

  1. Integrating call data into customer-facing reports
  2. Accessing phone call recordings in the client reporting dashboard
  3. Matching calls to keywords to inform automated bid policies and improve campaign performance

Pegasystems Launches New Version of Customer Process Manager

Business process management company Pegasystems Inc. has released the latest version of its process centric CRM solution, Customer Process Manager (CPM), which enables real-time collaboration amongst customers, the customer service representatives, and supporting back-office teams across the enterprise. The new release also leverages next-best-action analytics, to help improve customer service, retention, and profit. Newly enhanced social capabilities allow real-time collaboration and improved productivity across customer support functions. Among the enhancements, the new product includes personalized real-time suggestions and offers, advanced collaboration, and allows for a guided customer service desktop and cross channel customer service.