Best Journey Orchestration Software
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Compare the Top Journey Orchestration Software as of October 2024
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What is Journey Orchestration Software?
Journey orchestration software is a powerful tool for managing customer journeys across multiple channels. It enables companies to create, track, and optimize customer interactions and journeys, allowing them to maximize customer engagement and loyalty. This type of software helps companies to better understand customer behavior, preferences, and needs, and to deliver personalized, timely, and contextually relevant experiences. Compare and read user reviews of the best Journey Orchestration software currently available using the table below. This list is updated regularly.
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1
Appian
Appian
Appian, the digital transformation platform, enables teams to build powerful applications 10x faster. Combining the speed of low-code development with industry-leading process management, Appian helps organizations keep their digital transformation journey on the fast track. Appian features a low-code development infrastructure with drag-and-drop, declarative and visual development, consistent user experience across all devices, integrations, instant deployment, and more.Starting Price: $75.00/month/user -
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NICE CXone
NICE
NICE CXone is a cutting-edge SaaS-based contact center software that empowers organizations by increasing the quality of leads and reducing the cost of client interaction. Scalable, robust, and built on the foundation of multi-channel ACD and speech-enabled IVR, NICE CXone helps contact centers process inbound support requests and agents to connect seamlessly with their customers through multiple channels that include email, inbound/outbound voice, voicemail, social media, chat, and more. Key features of NICE CXone include CRM integrations, predictive dialers, customer feedback, quality and workforce management, workforce optimization, disaster recovery, network connectivity, and reporting and analytics. -
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Medallia
Medallia
Medallia allows you to thoughtfully and systematically engage your users with targeted, in-the-moment surveys across digital and traditional touchpoints. Our easily implemented survey solutions ensure you're gathering relevant, actionable data to make measurable customer impact. Once the customer survey data is collected, Medallia's AI technology uses machine learning to analyze structured and unstructured data to uncover sentiment, find commonalities, predict behavior, anticipate needs and prescribe actions to improve experiences. Build the most effective surveys for your customer journeys. Rapidly manage change and innovation to every aspect of your experience management program—from design to emails, questions and translations—with sophisticated targeting logic, flexible conditioning and distribution. Medallia surveys allow you to -
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fcase
fraud.com
Too often, financial institutions face the challenge of siloed anti-fraud systems and operations with little-to-no cross-functional or departmental communication. For fraud prevention to be effective in delivering the perfect balance between fraud prevention and customer experience, the enterprise must be connected and working in harmony via one final orchestration layer that connects and manages your point systems, such as anti-fraud. fcase is the method of connecting fraud tools and related systems via one single, closing the gaps between anti-fraud, cyber, customer services and beyond. The combined central fraud layer streamlines fraud operations, powers fraud automation, manages the customer journey and improves fraud prevention effectiveness. fcase includes: - Journey-time orchestration - OmniChannel Case Management - Threat-centric cases - Centralised reporting To learn more or would like to see how we benefit fraud operations, please reach out at fraud.com -
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Coveo
Coveo
360° relevance across Websites, Ecommerce, Service, and the Workplace. Every search, recommendation, and interaction made it better. We help businesses deliver the relevant experiences people expect. With the Coveo Relevance Cloud, relevant search is just the beginning. Harness self-optimizing AI that learns from every click and query, at every touchpoint. So you can deliver experiences that get better and better, notice search relevance from Day 1, and scale to full 360° Relevance. Every click and query tells you what a customer wants. Serve up relevant product results, and tailored product and content recommendations, that they’ll want to 'add to cart. Connect each customer to the most relevant answers faster, with AI-powered customer self-service and AI-assisted agent responses. Coveo scores high marks for how we make things work, from drag-and-drop UI customizations to headless APIs and more. -
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MoEngage
MoEngage
MoEngage is an Insights-led customer engagement platform for the customer-obsessed marketer. We help you delight your customers and retain them for longer. With MoEngage you can analyze customer behavior and engage them with personalized communication across the web, mobile, and email. MoEngage is a full-stack solution consisting of powerful customer analytics, AI-powered customer journey orchestration, and personalization - in one dashboard From Fortune 500 enterprises such as Deutsche Telekom, Samsung, and Ally to mobile-first brands such as Flipkart, Ola, and BigBasket - MoEngage has helped amplify customer engagement for all. Product managers and growth marketers can use MoEngage to provide a personalized experience throughout the customer lifecycle stages – from onboarding to retention to growth. What makes MoEngage different, is a full-stack solution consisting of powerful customer analytics, AI-powered customer journey orchestration, and personalization capabilities - -
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BlueVenn
Upland Software
Customer Data Platform and Omnichannel Marketing Hub. Unify every customer interaction, from all devices and channels, and deliver personalized, omnichannel experiences that increase customer engagement and lifetime value. BlueVenn is a unified customer data management, compliance and customer journey orchestration platform, with analytics and machine learning, to drive highly targeted personalized engagements. Our unique drag & drop customer analytics, segmentation and predictive tools put customer insights at your fingertips, whilst the omnichannel customer journey builder personalizes every online or offline customer touch-point.Starting Price: $2,333 per month -
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Alterian
Alterian
Customers define their own journey. Alterian’s software easily recognizes and charts the ‘natural’ path as chosen by the customer. It spotlights pivotal ‘break points’ along the journey and ‘moments of truth’ experienced as customers get closer to achieving key goals, maximizing the value of every opportunity for both the customer and the brand. Brands can understand and quantify the effect of each tactical journey, illustrate how it affects continuing interactions, and realize how it impacts their business goals. The platform will learn to make the most efficient enhancements— ever-evolving and optimizing each customer journey. Alterian provides a unified view of the customer’s experience across your digital, offline, direct, and channel interaction points. That real-time dialogue with consumers makes visualizing end-to-end customer journeys possible—tracking critical changes in your customer’s interest at each touchpoint. -
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TMAC
The Modular Analytics Company
The Modular Analytics Company presents our customer journey orchestration software: empower your agents with intelligent conversational guidance. Our most used features: Next Best Action: Recommend the best product or service to every customer, at the right time. Intelligent Conversational Guidance: Guide your agents to the best outcome on every contact. Behavioural Science: Data-driven behavioural nudges inform agents not just what to say, but how to say it, to drive the desired outcome. Simple no-code Interface: Delivered through a powerful point-and-click no-code interface, reducing the need for specialist resources. -
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Algonomy Campaign
Algonomy
Algonomy Campaign is an omnichannel campaign and customer journey orchestration platform that helps marketers drive individualized, journey-based marketing based on deep customer insights. Leverage pre-built, automated segments to activate audiences for specific use cases such as churn, cart abandonment, etc. in real-time. It comes with an intuitive campaign calendar using which you can create, modify, and track a campaign and the journeys within. -
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Pointillist
Pointillist
Stop wasting time with sticky notes and journey mapping tools, which can’t help you uncover the unscripted behaviors that occur in the real world. Our customer journey analytics software reveals the actual paths your customers take, as they engage with your company across touchpoints and over time. Real-time customer behavior drives the quantitative metrics you’re measured by, like revenue, customer lifetime value, churn, CSAT and NPS®. Unlike other customer analytics solutions, Pointillist lets you connect the dots between customer interactions and business goals in seconds, rather than days or weeks. Your customers expect personalized experiences driven by their current preferences and recent interactions. Pointillist enables you to engage your customers at optimal points along their journey, in real time and through the most effective channels. -
12
Roojoom
Roojoom
Personal AI engines driving individual customer journeys towards your business goals, continuously from start to finish. Pursuing journey optimization over time and across engagement channels. Drive user journeys towards their desired value goals from using your product in minimum TTV. Empower product champions of your customer accounts to set individual user goals and further personalize users’ experiences to ensure and sustain success of both high-touch and long-tail accounts. Engage with each individual customer, leveraging 1:1 personalization experiences, for optimal impact on your KPIs. Customer engagement journeys (e.g onboarding) enable marketers to focus on what they want to achieve, while having AI engines carry out the how. Drive self-service and agent-based Customer Service journeys, continuously from issue to resolution across channels, for ‘troubleshoot & resolve’ technical or commercial issues. -
13
CSG Xponent
CSG
Companies have the data to truly know and understand their customers, but few can extract insights from it. Even fewer can use those insights to personalize experiences in real time. And still fewer—the customer engagement leaders—can scale that real-time personalization across different channels, journeys and lines of business. Take your place among the world’s customer engagement leaders. Leverage your existing data, technology and communication channels to create extraordinary experiences using our unified, cloud engagement platform, CSG Xponent™. Xponent combines a robust customer data platform, industry-leading customer journey orchestration and analytics, and proven omnichannel communications in one solution. With Xponent, companies deliver personalized, predictive and proactive customer interactions that improve business outcomes, quicken time to value and reduce risk. -
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OpenText Core Experience Insights
OpenText
OpenText™ Core Experience Insights is a cloud-based, SaaS application designed to help create more engaging customer experiences. Aggregating customer event data from multiple touchpoints, Core Experience Insights produces comprehensive analysis and insights enabling the orchestration of customer communication events from engagement through acquisition. Design and deploy dashboards tailored to the specific needs of any organization, function or team, including operational metrics that are not journey-specific. Analyze overall customer behavior patterns to orchestrate next actions that offer greater relevance and reward. Centralize and analyze data from marketing content, applications, channels and devices in a single view for key analysis and insights into customer interactions. Gauge campaign performance with a comprehensive view of events and touchpoints and quickly adjust tactics to meet marketing goals. -
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Genesys Engage
Genesys
Choose any cloud with the multicloud contact center solution. Power personalized customer experiences at scale. Global enterprise contact centers have complex needs — from the latest communication channels to flexible deployment options. Genesys Engage contact center software is the solution of choice for leading global brands that need sophistication and scale. The full-featured Genesys Engage omnichannel engagement solution supports your larger digital transformation initiatives. And it gives you a competitive edge in today’s market. What Genesys Engage can do for you. Unify all voice and digital channels, self-service, work items, and inbound and outbound interactions. Get the foundation you need to create more holistic, personalized experiences for your customers and employees. Match the right resource to the right customer for better results. Best-in-class enterprise routing makes the most of automated and assisted engagements. -
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Relay42
Relay42
Intelligent Journey Orchestration is the data-driven marketing strategy that mirrors customer behavior across all channels to deliver true one-to-one personalization in real time throughout the entire customer journey. Gone are the days when marketing drove the customer journey. Today, we live and work in a digital landscape that has put customers at the wheel, and that means it’s no longer enough to just meet customer demand — businesses must find ways to anticipate and answer customer need before it’s even expressed. Customer loyalty is awarded to companies that put their customers at the center of everything they do. Marketing departments are measured by their ability to acquire customers, drive upsell and cross-sell, and build customer retention and loyalty over a lifetime of customer interactions. However, businesses have long known that without access to integrated data, these activities become little more than a scattershot, best-guess marketing approach.
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Guide to Journey Orchestration Software
Journey orchestration software is a type of customer experience management (CEM) software that enables businesses to create, manage, and monitor end-to-end customer journeys across multiple channels and devices. This type of software helps organizations to better understand their customers’ needs and preferences so they can provide more personalized experiences.
Using journey orchestration software, organizations can create customized customer journeys tailored to the individual needs of each person. They can set rules, configure triggers, and integrate data sources to deliver targeted messages along with personalized content. By doing this, businesses can engage customers in a meaningful way throughout their entire purchasing process.
The intelligence built into journey orchestration software also allows companies to track customer behavior and interactions over time. This helps organizations better predict customer responses as well as identify patterns that may indicate changes in interest or intent. With this insight, businesses can refine their campaigns for maximum impact, reach larger audiences with more efficiency than ever before possible.
Journey orchestration software typically integrates with existing marketing automation systems such as Salesforce or Hubspot. This integration allows for the seamless transfer of data between different platforms so business processes are streamlined and automated for maximum efficiency and accuracy. Furthermore, this integration provides marketers with access to detailed analytics about user action within each step of a journey — from pre-sale activities like promotions and product awareness to post-sale actions such as feedback collection or renewals — making it easier than ever before to track success rates across the entire lifecycle of a campaign.
Finally, many journey orchestration tools also allow users to define “journey templates” that automatically execute based on external events or parameters such as purchase milestones or subscription renewals — allowing businesses to easily expand their CEM capabilities without writing complex code or launching complex campaigns every time a new action needs taken place in the customer lifecycle management process.
Journey Orchestration Software Features
- Automation: Journey orchestration software automates the process of customer engagement, streamlining communication and ensuring that customers are receiving the right messages at the right time.
- Segmentation: Journey orchestration software allows users to segment their customer base according to various criteria, such as demographics, interests, purchase history, and more. This helps marketers personalize messages for different segments and target the right customers.
- Multi-Channel: Journey orchestration software enables marketers to reach customers on different channels, such as email, SMS, web, mobile, and social media. This helps ensure that customers are receiving messages across all the channels they use.
- Personalization: Journey orchestration software can personalize messages for each customer, increasing engagement and making it easier for customers to relate to the messages.
- Reporting & Analytics: Journey orchestration software provides detailed reports and analytics, helping users understand how their campaigns are performing and where they can improve.
- A/B Testing: Journey orchestration software allows users to test different versions of campaigns and messages to see which ones work best, helping them optimize their campaigns for maximum efficiency.
Trends Related to Journey Orchestration Software
- Automation: Journey orchestration software is designed to automate processes, allowing businesses to streamline their customer journeys and reduce manual effort. This is especially beneficial for businesses that have a large number of customers or customers who require frequent interactions with the business.
- Personalization: Journey orchestration software enables businesses to personalize the customer journey to meet individual customer needs. This helps businesses create more engaging experiences for their customers and increase customer loyalty.
- Contextualization: Journey orchestration software can track customer behavior and preferences, allowing businesses to provide more relevant and timely messaging to customers. This helps businesses build stronger relationships with their customers and increase customer engagement.
- Scalability: Journey orchestration software allows businesses to scale their customer journeys as needed. This is especially beneficial for businesses that are expanding or introducing new services or products.
- Cost Savings: Journey orchestration software helps businesses reduce costs by eliminating the need for manual processes and streamlining customer journeys. This helps businesses maximize their resources and save money.
- Data Analysis: Journey orchestration software provides businesses with insights into customer behavior and preferences, allowing them to better understand their customers and optimize their customer journeys.
Advantages of Journey Orchestration Software
- Improved Customer Experience: Journey orchestration software provides an enhanced customer experience by allowing customers to easily interact with a company’s services. This software can provide customers with a more tailored, personalized experience, as it can track customers’ individual journeys across different touchpoints and channels. As a result, customers can more easily find the information and services they need, and can more easily complete their desired tasks.
- Increased Efficiency and Productivity: Journey orchestration software can be used to automate certain processes, which increases efficiency and productivity. This can help companies save time and money by eliminating manual tasks, and it can also help them increase efficiency in areas such as customer service and marketing.
- Increased Visibility into Customer Journeys: Journey orchestration software can provide companies with greater visibility into customer journeys. This can help companies identify opportunities for improvement, understand how customers are engaging with their services, and create better customer experiences.
- Improved Cross-Channel Experiences: Journey orchestration software can help companies create better cross-channel experiences. This software can be used to track customer journeys across different channels, such as websites, mobile apps, and social media, allowing companies to provide more cohesive customer experiences.
- Enhanced Personalization: Journey orchestration software can help companies provide more personalized experiences to customers. This software can be used to track customer interactions with a company’s services, allowing companies to tailor their offerings to better meet customers’ individual needs and preferences.
- Increased Loyalty and Retention: Journey orchestration software can help companies increase customer loyalty and retention. By providing customers with a more personalized and tailored experience, companies can build stronger relationships with their customers and better engage with them. This can help companies retain customers for longer and increase their loyalty.
Who Uses Journey Orchestration Software?
- Business Analysts: Business Analysts use journey orchestration software to identify customer needs and develop use cases to create customer journeys. They analyze customer behavior and segment customers into different groups to create tailored customer experiences.
- Product Managers: Product Managers use journey orchestration software to develop and optimize product features, pricing models, and customer experiences. They use the software to test different journey scenarios and create experiences that enhance customer loyalty and increase conversions.
- Marketers: Marketers use journey orchestration software to create personalized campaigns and experiences for customers. They segment customers based on their interests and behaviors, creating targeted campaigns that are tailored to individual customers.
- Customer Support Professionals: Customer Support Professionals use journey orchestration software to provide timely and helpful customer service. They use the software to identify customer needs, track customer journeys, and create personalized experiences that foster customer loyalty.
- IT Professionals: IT Professionals use journey orchestration software to manage customer data and ensure that customer journeys are secure and compliant with industry standards. They use the software to monitor customer data and track customer activities, enabling them to quickly identify and address potential security threats.
- Developers: Developers use journey orchestration software to develop customer journeys and integrate them with other systems. They use the software to create custom customer journeys, build APIs, and develop custom applications.
- Data Scientists: Data Scientists use journey orchestration software to analyze customer data and identify trends. They use the software to develop predictive models, segment customers, and create insights that inform product development and marketing strategies.
How Much Does Journey Orchestration Software Cost?
The cost of journey orchestration software will vary depending on the vendor, features, number of users, and other factors. Generally, you can expect to pay anywhere from a few hundred to several thousand dollars per month or more.
What Software Integrates with Journey Orchestration Software?
Journey orchestration software can integrate with a variety of types of software, such as customer relationship management (CRM) software, marketing automation software, analytics software, communication software, and customer service software. This combination of software helps businesses to better understand customer needs, maintain customer relationships, and provide better customer service. Integration with CRM software helps to capture customer data and use it to personalize customer experiences. Marketing automation software can be used to trigger automated messages and campaigns. Analytics software can provide insights into customer behavior, allowing marketers to optimize their journey orchestration strategies. Communication software can be used to automate customer interactions, such as chatbots or text messaging. Finally, integration with customer service software can help streamline customer support processes, such as ticketing and customer feedback.