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Realizing the Value of Social: Evolving from Social Media to Customer Experience


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Attivio provides a unified information access (UIA) platform called the Active Intelligence Engine (AIE), having capabilities of enterprise search and business intelligence (BI) to JOIN related and relevant ‘content’ and ‘data’ with Google-like full text search and analytics with standard SQL.

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Realizing the Value of Social: Evolving from Social Media to Customer Experience

  1. 1. Realizing the Value of Social: Evolving from Social Media to Customer Experience
  2. 2. Proprietary & Confidential2 Attivio Corporate Overview • Founded in 2007 • Offices in US, UK, Germany and Israel • Provides a Unified Information Access software platform, the Attivio Active Intelligence Engine (AIE) • Horizontal technology company with vertical focus in Financial Services, Government, Manufacturing and Life Sciences
  3. 3. Proprietary & Confidential3 2011 2012 2015 The volume of digital content is predicted to expand by over 300% by 2015. 90% of that data will be unstructured, and challenging to understand.1 Availability is not a clear issue, but the ability to find and analyze the right data is necessary. Information Landscape The Information Tsunami 1 Frank Gens, IDC Predictions 2012: Competing for 2020 48% 296%
  4. 4. Proprietary & Confidential4 $2,824 $3,537 $4,385 $5,436 $6,735 $8,419 2011A 2012E 2013E 2014E 2015E 2016E • Unified information access platforms provide single point of access to information from multiple sources, integrating and finding relationships across sources – Efficiently combines features of database, business intelligence and search technologies in a single architecture in real-time The Solution is UIA: “A unified environment for information discovery, analysis, and decision support” Unified Information Access UIA Market is Growing Rapidly Note: IDC June 2012. Unified Information Access & Analysis Content Analytics Databases Search and Discovery Decision Management Business Intelligence Data Warehouses Unified Information Access & Analysis • Serves as foundation for new information management and access stack for the enterprise • May replace data warehouses if applications require quick ad hoc access to collections of heterogeneous information • Center for emerging ecosystems of apps. from small, specialized vendors—by domain or task • Platform vendors will gain adoption through apps. • Will eventually replace the traditional enterprise search engine Key Disruptive Elements
  5. 5. Proprietary & Confidential5 Active Intelligence Engine Architecture DATA WAREHOUSE/ RDBMS ERP/CRM APPLICATION DATA ENTERPRISE & PACKAGED APPLICATIONS SEARCH & DISCOVERY AD HOC QUERY TOOLS ACTIVE DASHBOARDS BUSINESS INTELLIGENCE TOOLS QUERY/RESPONSE WORKFLOWS Active Security • In-Engine Analytics • Alerts SEARCH API UNIVERSAL INDEX Schema-less Indexing • Ad hoc Query-Time JOIN of all data & content • Linear Scalability ODBC/JDBC/AI-SQL INGESTION WORKFLOWS Content & Data Transformation • Text Analytics • Real-Time Updates • Triggers CONTENT API Push or stream data/content into AIE DATA & CONTENT CONNECTORS WEB SERVER CMS/SHAREPOINT/ FILE SERVER EMAIL HADOOP/ADBMS CONTENT & eCOMMERCE UIA APPLICATIONS BI/Reporting/Visualization
  6. 6. Proprietary & Confidential6 Data Marts ERPCRM Enterprise Data Warehouses Attivio Addresses the Variety and Complexity of Big Data
  7. 7. Proprietary & Confidential7 Social Analytics Today • Lots of attention to Social Media • Lots of Social Media Collection, Analysis, Engagement Services
  8. 8. Proprietary & Confidential8 Relevance of Social Media Sources by Industry
  9. 9. Proprietary & Confidential9 Customer Experience Management • With the advent of Big Data, technologies have arisen to unlock analytical insight from all sources of customer interaction – Some of these technologies focus on webclick logs – Others focus on social media and text-based sources of information • We believe unified information access is the key to tying it all together
  10. 10. Proprietary & Confidential10 Case Study: Leading Financial Services Firm Solution: Customer Experience Management • Single integrated view of all customer information • Sentiment analysis of customer interaction history, across all channels • Identify patterns or common themes from past interactions • Enable recommendations of content most relevant for a given customer • Assess customer interactions, transactions leading up to and after campaigns
  11. 11. Proprietary & Confidential11 Dashboard for leading financial services firm: Analysis of customer interactions, correlated with major transactions
  12. 12. Proprietary & Confidential12 Learn more Attivio customer experience management resources: need/360-degree-view-of-the-customer.html
  13. 13. Proprietary & Confidential13 Thank You