SAS earns top marks for customer interaction software leadership

SAS has been recognised as a leader in real-time interaction management software, with its Customer Intelligence 360 solution achieving a top position in a recent evaluation by an independent research firm.

Analytical capabilities

The assessment highlighted SAS for its strong analytical tools and data science infrastructure. The report noted that SAS provides an "analytical powerhouse" for organisations seeking to enhance customer decision-making and orchestration with advanced data science. Capabilities such as predictive modelling, real-time decisioning, and performance optimisation were cited as strengths.

The solution was also recognised for its AI workbench, governance, digital intelligence and real-time customer understanding features. The report stated that SAS's offering supports a broad range of data-driven functions for enterprise customer engagement.

Customer engagement

SAS Customer Intelligence 360 supports personalisation, data activation, and journey orchestration in sectors including banking, insurance, retail, consumer goods, telecom, media, healthcare, hospitality, gaming, and entertainment. Organisations use the software to deliver contextual and real-time customer experiences across multiple channels.

According to the evaluation, reference customers utilise SAS for real-time decisioning across email, web personalisation, mobile application engagement, and call centre operations. The feedback also referenced plans for expanded use into cloud-native offerings to address ongoing concerns such as usability and testing.

Product vision

SAS achieved the highest possible scores in the evaluation's current offering category for several criteria. These included real-time customer understanding, identity resolution and privacy, digital intelligence, AI workbench, predictive AI, real-time decisioning, digitally assisted orchestration, and business performance optimisation. SAS also received top marks in the vision and roadmap areas within the strategy category.

"For organisations that want to infuse both classic enterprise decisioning and newer AI-based decisioning techniques into their customer engagement practices, SAS is a natural fit. Our perfect product vision and roadmap scores in this evaluation combined with our strong data management capabilities provide confidence to brands that SAS offerings are both market leading and necessary as the way that consumers interact with brands continues to evolve," said Jonathan Moran, Head of MarTech Solutions Marketing, SAS.