• by Ray Schultz , January 23, 2018

Monetate has enhanced its Monetate Intelligent Personalization Engine to fuel machine-learning-based decisions across email, call centers, mobile apps and other channels.

When introduced last year, the tool was “concentrated on web experiences,” says Monetate founder David Brussin. “But there’s no denying every single one of our clients is focused on a way of working on their experience inclusive of everywhere their brand touches that customer.”

The Engine now delivers personalized content in all channels, including email, Brussin adds.

The company can make decisions "up-to-the-millisecond," he says, based on the latest interactions on the website, app, or even in-store or call center.” This means not only what content to deliver, but also whether to send an email at all. Such automatic decisions can be made at the moment of send, and of open, Brussin says.

These new capabilities are powered by The Engine’s open architecture, which fuels decisions based on API or service-side integration. It pulls in data from disparate sources to determine the appropriate customer experience, he says.

The announcement comes as the firm has its ten-year anniversary. 

“The original vision for Monetate was to bring data in from everywhere we can, and make real-time decisions,” adds Maribeth Ross, SVP of marketing at Monetate.

The Engine, which now delivers roughly one-third of the firm’s revenue, performs several multichannel functions, including:

- Notifying local stores via a clienteling app when a user browses specific items online.

- Triggering relevant push notifications, and leveraging geofencing.

- Enabling a POS feedback loop that can drive online product recommendations and email promotions.

Monetate has about 130 employees. Its customers have had almost 30 billion visitors across web, email and mobile applications, and over a billion items have been purchased through the company, it says.