Boston, MA, June 11, 2013 -- Today, Provenir announced the creation of a new customer listening division, dedicated to the growing adoption of its new Omni-channel Customer Listening and Engagement platform. Led by a group of marketing industry veterans, Provenir's new division provides the first comprehensive solution to the marketing industry's growing big data and individualization challenges. Provenir empowers brands to intelligently, rapidly and individually engage new and existing customers by combining enterprise customer listening, real-time decision making, and direct response capabilities across any channel, including social media, mobile applications, websites, email, call centers and more.
"The traditional approach, using campaign management applications to structure customer journeys, is too rooted in batch-based processes to adapt as customers dynamically change course," stated in a May 9, 2013 Forrester Research, Inc. report co-authored by Vice President & Research Director Dave Frankland entitled: Move Beyond Campaigns To Tap Hidden Customer Potential. The report goes on to say: "Even with a strong foundation of customer data, firms must deploy a number of applications to operationalize intelligence at each touchpoint. The layers of technology hold firms back from fully embedding a test-and-learn approach."
The Provenir platform is not another campaign management, CRM, content management, process management, analytics, or other type of existing communications system. Instead, Provenir acts as the "glue" between existing systems, enabling brands to use them to interact intelligently, individually and immediately. Bringing a decade of proven streaming data and complex event processing experience from the financial services industry, Provenir's Omni-Channel Customer Listening and Engagement Platform helps businesses rise to the challenges of both customers' and brands' personal interaction expectations.
CACI Ltd in the UK will be utilizing Provenir's platform to further enhance its next-generation customer interaction capabilities. Tracy Weir, Vice President of Integrated Marketing Group, CACI Ltd in the UK, a leading provider of integrated marketing solutions whose customers include Vodafone, Symantec, British Gas and RAC, says, "After extensive review, we decided to use Provenir because it fills a vital gap in allowing us to create endless types of connected, customized experiences for brands and their customers. Provenir lets us communicate with customers in the consistent way we've always wanted to."
"Marketers have a lot of tools at their disposal already, but they don't actually play very well together and this disconnect hinders real personal interaction and engagement," says Mark Smith, President of Provenir's customer listening division. Smith, who holds a PhD in Statistics and has more than 20 years of experience applying analytical solutions to marketing problems across the financial services, retail and telecommunications industries, adds "but rather than completely re-engineer a brand's systems and data, we help them leverage all of their existing infrastructure to reach customers intelligently on the devices and in the ways the customers really want." (continued...)