New Software To Track And Analyze Customer Interactions - InformationWeek

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New Software To Track And Analyze Customer Interactions

RightPoint Software Inc. this week will introduce RightPoint.net, a Web service based on the vendor's RightPoint 2.5 software, which tracks and analyzes customer interactions. The goal: Let companies recommend products and target marketing campaigns on the Internet and in call centers.

The vendor says its service will allow for comprehensive analysis by taking into account click-stream data, customer interaction data, surveys, and demographics. Following a real-time predictive analysis model, the software indicates to Web sites and call-center representatives which offers a customer is likely to accept. RightPoint.net will be available in August, starting at $7,500.

Analysts say the marketing automation space is growing fast. Such software lets companies "track customer interactions over the Web," says Steve Bonadio, a research analyst with the Hurwitz Group, "then mine that data to up-sell and cross-sell."

Meanwhile, Annuncio Software Inc. last week signed three marquee customers. E-Stamp, Lucent Technologies, and Xerox are implementing the Annuncio Live marketing automation application to automate their Internet marketing campaigns and acquire and retain customers over the Web.

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