Company Resources
FAQs
What do you do?
We make software products, and implement custom solutions, that bridge the gap between people and systems. Our software allows people to interact with systems through existing and emerging communication channels like the web, mobile, voice and IVR and for companies to leverage the principles of Customer Engagement and Campaign Management to drive these conversations. Our software eliminates the fragmented corporate communications that harm customer relationships and negatively impact the cost of change by the business.
What is Metaphor™?
Metaphor™ is a fully integrated business ecosystem for creating and running multi-wave customer-facing engagement campaigns across multiple communication channels and devices and for facilitating dynamic changes to those projects over time, without a heavy dependence on technical personnel. Metaphor allows businesses to easily interface with their customers and prospects, regardless of the device, and to drive the systems and processes behind their customer facing apps from a single, centralized toolset at a high rate of change and informed by analytics.
Business and non-technical users can make immediate changes to application rules, processes and presentation, at a level that is intuitive and relevant to them. Additionally, more technical users can make changes to those same projects within the same toolset but at the level of specificity that they require.
How can your products help me?
Interactive Softworks software products put companies in control of every aspect of their interactions with customers, prospects and partners, and the internal and external systems that are drive them. We help businesses increase the effectiveness of their interactions while reducing operational costs, improving time-to-market, and increasing overall customer and partner satisfaction, while leveraging your existing IT investments.
What industries do you serve?
We serve companies that directly interact with customers across multiple points of engagement and over time. Companies with a focus on their on-going customer interactions and which strive to provide better customer experiences while at the same time build value for the business, its affinity relationships and marketing strategies, benefit from using our software.
Our software has been deployed extensively within the BPO, financial services, government services, performance marketing, manufacturing and contact center industries.
What is Customer Engagement?
Customer engagement (CE) refers to the engagement of customers with one another, with a company or a brand.
Customer engagement marketing places conversions into a longer term, more strategic context and is premised on the understanding that simply focusing on maximizing a single conversion can decrease the likelihood of repeat conversions and longer-term customer loyalty. CE aims at long-term engagement, encouraging customer loyalty and advocacy across all forms of communication and at every stage in the customer lifecycle.
The concept and practice of Customer Engagement enables organizations to respond to the fundamental changes in customer behavior that the internet has brought about, as well as to the increasing ineffectiveness of the traditional ‘interrupt and repeat’, broadcast model of advertising. Due to the ever increasing fragmentation and specialization of media and audiences, as well as the proliferation of community- and user generated content, businesses are increasingly losing the power to dictate the communications agenda. Simultaneously, lower switching costs, the geographical widening of the market and the vast choice of content, services and products available online have weakened customer loyalty.
An explosion in consumer communication technologies and choice, along with a fundamental shift towards SaaS and PaaS subscription models has further amplified these issues. Customer stickiness is reduced as consumers are able to switch providers with ease. Further, an increase in the number of ways that customers want to communicate is negatively driving costs, IT complexity and system fragmentation while slowing businesses ability to respond to changing market conditions and ever changing customer expectations.
Traditional enterprise technologies have proven ill-equipped to address customer engagement in a holistic manner or with enough flexibility to meet the demands of either the business or the customers it serves. Build it from parts strategies and the deficits of current enterprise technologies that weren’t designed to address these issues has further fragmented IT at the cost of greater inflexibility for businesses.
CE specifically focuses on solving these issues and takes a unified view of customer interactions buy focusing on human to system interactions, across all communication channels (Web, Voice/IVR, Mobile, Social), processes and systems over time – and by focusing on the business as the ultimate end-user; Marketers and Loyalty representatives can plan, design, execute, measure and analyze multi-wave, cross-channel and highly personalized campaigns that execute interactive dialogues with customers and prospects.
What is Campaign Management?
Campaign management refers to the management of the data, processes, interfaces and analysis tools used to conduct multi-wave, cross-channel customer engagement campaigns across any number of consumer devices and customer touch points.
Campaign Management (CM) in the context of customer engagement refers to the use of customer engagement principles applied over time and on an on-going and adaptive basis to manage the full lifecycle of customer interaction initiatives from customer acquisition to servicing and support. Marketers and Loyalty representatives can plan, design, execute and measure, multi-wave, cross-channel and highly personalized campaigns that execute interactive dialogues with customers and prospects.
Enterprise campaign management solutions allow organizations to provide a centralized point of control for all data and processes that make up a customer interaction regardless of the channel, portal or device that the customer using to interact with the company. Rather than maintain a highly fragmented set of individual technologies and communication portals, CM solutions provide a real time feed to customer touch points, managing the generation of interfaces, back-end data integrations and process orchestrations from a single, centralized implementation. Together with advanced analytics, real time status information, and enterprise scalable and real-time deployments, CM solutions are a powerful tool which greatly simplify the management and reduce the costs and time to change of complex customer engagement initiatives.
Where are you located?
Our corporate headquarters is located in Leesburg, VA, with additional sales and marketing in Atlanta GA.