HP Autonomy Blog
HP Autonomy is powering Big Data analytics, information governance, data protection and digital marketing across the enterprise. Join the conversation and gain industry insights.

Digital Marketing

Marketing to today’s consumers requires the ability to engage them across all channels and devices -- including laptops, smartphones, and tablets -- with offers that are personalized and timely.

Information Analytics

The ability to understand your information allows you to capture valuable insights, and uncover opportunities that can help you gain a competitive advantage.

Information Governance

Information today must be managed for compliance with a range of guidelines for business, legal, and government regulations.

Information Management

Protect your information regardless of where it resides, including on premises, in the cloud, or on mobile devices.

Meet the Expert: HP Optimost’s Daniel Boland – Part 1

Dan Boland.jpgDaniel Boland is an Analyst for HP Optimost, whose days are centered on sifting through and gleaning insights from vast amounts of data for customers. Based in New York City, Daniel has been a part of Optimost since its start-up days.


In part 1 of his #MeetTheExpert interview, I had a chance to discuss Daniel’s experience at Optimost, how he catches false positives in testing, and what role linguistics plays in web optimization...


Continue reading to see what Daniel has to say about web optimization. 


Payment Card Industry Compliance: Building and maintaining a secure network

PCI Data Security Standard.jpgThe network is the glue connecting payment card terminals, processing systems, and retail commerce in general. By exploiting network vulnerabilities, a criminal can access cardholder data much more easily than when thieves had to gain physical access to your building and systems. The Internet and web were not created with security as a major requirement, so it’s imperative that merchants set PCI controls to secure their internal networks and links through external networks to third-party service providers who process cardholder data.


Continue reading to learn more about the PCI Data Security Standard and how it impacts the call center. 

Can your healthcare data change your balance sheet?

HP Healthcare Analytics.jpgA recent report estimates the volume of healthcare data at 153 exabytes in 2013, and expects it to grow to 2314 exabytes by 2020 at an annual rate of 48%! This kind of growth further exacerbates the already intense pains of managing storage, compliance, security, and so on in an increasingly taxing environment of tough mandates on patient outcome and cost control.


More and more healthcare IT executives are beginning to explore how to transform this massive amount of data into an asset by unlocking the value within. So, it is not surprising to see that 54 % of healthcare IT executives rated analytics as their highest IT priority in a recent healthcare industry survey...


Continue reading to learn how HP Haven can help healthcare organizations maximize data value. 

Happy World Backup Day! Don’t let this backup mishap happen to you

Happy World Backup Day.jpgThis is a story about how I ended up with my palm on my face. We all have probably been in the predicament where you look at your remaining hard drive space and realize either: 1. You need to buy a bigger hard drive, or 2. You need to delete files to free up space.


Indeed, I was faced with this scenario just the other day. However, in anticipation, I had set up a small network-attached storage (NAS) device to hold some important work files that I needed to retain and use...


Happy World Backup Day! Continue reading to hear Luigi's backup mishap. 

Taking information governance to the top

Taking information governance to the boardroom.jpgDue to a number of high profile incidents such as the Snowden revelations, Hillary Clinton’s email scandal and security breaches at SONY, NSA, Target, and numerous others, information governance is now a topic escalated to the boardroom. Too many corporations have either felt the results of being exposed, or are scared to death that it might happen to them. Gone are the days where data was managed reactively and in silos...


Continue reading to see why information governance has become such a hot topic in boardrooms around the world. 

Up in the clouds: HP Data Protector is now Helion Ready

HP Data Protector is now Helion Ready.jpgThe HP Helion Ready Program for Solution Providers enables ISVs and SaaS application provider vendors to test and certify their products to deliver the New Style of IT to enterprise customers.


HP Helion uniquely combines OpenStack® and Cloud Foundry to deliver a cloud platform based on open standards, and enterprise-grade security, reliability and manageability. HP Helion helps customers build and manage hybrid cloud services at enterprise scale...


Continue reading to learn more about HP Data Protector's native integration with HP Helion OpenStack. 

HP Explore 5 for Voice of Customer is here!

Screenshot of HP Explore 5.jpgHello friends of HP WFO Software.  I have more great news to share.


Following the release of HP Qfiniti 10.3 last month, today the HP WFO Software team announced a new and advanced version of HP Explore, version 5. 


HP Explore is our next generation Voice of Customer software that delivers customer interaction insights and speech analytics. HP Explore 5 leverages superior speech recognition along with a broad library of multichannel interaction connectors including call recordings, surveys, CRM notes, chats, emails and social media, to provide a powerful and robust understanding of customer issues, sentiment and behaviors.  HP Explore 5 is available as a cloud offering as well as on premise...


Keep reading to learn more about the enhancements in HP Explore 5. 

Don’t end up on the couch: Syncing files is not the same as backup

Syncing data vs backing up data.jpgThe ability to sync and share your files is available everywhere, and there are a variety of vendors out there that offer this ability for businesses and consumers. Users want their data on all their devices now, and syncing files has become the norm. But it has also brought new challenges for businesses. Businesses need to offer the convenience of files anywhere while maintaining control over the data...


Continue reading to learn more about the challenges business face and why syncing your files isn't the same as backing them up. 

Payment Card Industry Compliance: An overview of PCI standards

Payment Card Industry Standards.jpgBusinesses today are inundated with regulations that mandate recording for compliance and risk management. As the amount of personal data entering the organization through the contact center increases, it is necessary that organizations provide a way to keep it secure. With regulations frequently changing, most articles you find are based more in generalities of the topic. This is a very serious topic – it should be discussed with more depth...


Keep reading for an introduction to Payment Card Industry (PCI) Data Security Standards and how it impacts call centers. 

Meet the Expert: HP Optimost’s Chris Bazalgette

Chris Bazalgette.jpgChris Bazalgette is a Technical Consultant for HP Optimost, focused on the technical aspects of implementing tests for customers, maximizing the efficiency of the process, and finding solutions to new challenges as websites increase in complexity.


Chris has tremendous experience across a range of technologies, so when I recently sat down with him in the London office, I was excited to get his take on where we’ve come from, where we’re heading, how to optimize in other parts of life, and how to score a free ride on the Concorde...


Keep reading to learn more about Chris's thoughts on the web optimization space. 

Top trends in information governance and archiving

Many legacy archiving systems can't handle the volume of today's information.jpgThere are forces of change impacting almost every organization today. Some are related to the current political climate, the economy, and other global events that we have less control over. Others, such as Big Data, the cloud, and the demand for anytime anywhere information access, are having just as significant if not a greater effect on businesses around the world. These forces, however, are sometimes dismissed as also being uncontrollable or overwhelming. By better understanding these information forces, it’s possible for companies to not only control them, but actually take advantage of them with the right information governance and archiving strategy...


Continue reading to learn more about how top trends are impacting information governance and archiving. 

Big need in Big Data & Government: Forge stronger links between Federal & the best minds in business

Dr. DJ Patil at Strata Hadoop World 2015.jpgPost by guest blogger Lewis Carr, Senior Director, HP World-Wide Software Industry Marketing


The keynote by Federal Chief Data Scientist DJ Patil at Strata + Hadoop World in San Jose was inspiring, but more must be done to bring together business experts and Federal employees to discuss in detail how big data analytics can be used in government, and explore what some thought leaders in government are already doing. Here are some thoughts about the role HP wants to play.

How strong is your marketing instinct?

Take the HP Optimost quiz.jpgOne of the initiatives you’ll see from HP Optimost this year is a big focus on thought leadership that helps you do your job better. We also want to make it easy to talk about web optimization in a fun and engaging way with your friends and colleagues.  We’ve created a super-simple (but not easy!) one-minute quiz...


Keep reading to see how strong your marketing instinct really is.

Inside HP Haven: Full life cycle development in HP Vertica

HP Vertica Development Cycles (Initial & Incremental).pngRecently, on several customer visits, I was asked questions like: What is it like to do database development in HP Vertica? What is the development methodology for HP Vertica?


First and foremost, Vertica is a relational database management system (RDBMS). As such, from a process point of view, there is nothing special about implementing a database design in Vertica.


Continue reading to learn more about full life cycle development in HP Vertica. 


Wyndham RCI: A case study on delivering personalized digital experiences

RCI.com built with HP TeamSite and Klish.JPGWyndham RCI, the world’s largest vacation exchange network, owns a very complex web environment across over 100 countries, 3.7 million members, and 20 different brand experiences. In partnership with the HP and the deep technical expertise of Klish Group, they embarked on a redesign of their website, RCI.com...


Keep reading to learn more about how Wyndham RCI revamped their website and delivered personal web experiences with HP TeamSite. 

Cheers, race cars, and selfies: A day at the Daytona 500 with HP Explore

HP Explore captures trends at the Daytona 500.pngThe Daytona 500 was a couple weekends ago, and again HP Explore was busy making sense of all of the online chatter about the Great American Race. Last year, with Explore, NASCAR listened to nearly a million Tweets, Facebook check-ins, Instagram shots, news articles, blog posts, videos, and more. That’s a million different cheers, curses, selfies, nicknames, emoticons, and missed connections. Making sense of all of that is impossible without Explore’s real-time automatic analysis... 


Keep reading to see what HP Explore captured (and how!) at the Daytona 500.

HP Haven Automatic Query Guidance (AQG), multichannel analytics, and you

A screenshot of HP Explore dashboard.pngWithin the realm of HP Explore’s multichannel analytics solution, there is a critical function to helping to quickly and efficiently better discover what is going on in your multichannel interactions. Efficiency and speed of discovery is important as searches yield a lot of noise or false positives as these one to three keyword queries lack context. HP Haven Automatic Query Guidance (AQG) overcomes noise and false positives and  improves the process of discovery across a data set by providing relevance and context that otherwise would go missing.


Keep reading to learn how HP Haven AQG plays a role in HP Explore's multichannel analytics. 

HP Qfiniti 10.3 is here!

HP Qfiniti 10.3 offers improved agent performance management.JPGHello friends of HP WFO Software.  I have very good news to share.  Today, we released the latest version of HP Qfiniti… version 10.3. 


HP Qfiniti 10.3 includes enhancements including additional call recording connectivity, improved agent performance management, superior desktop analytics, and more. 


Keep reading to learn more about HP Qfiniti 10.3 and how these new enhancements will help you deliver exceptional customer experience. 

You’ve got HP Data Protector friends to turn to – and books too

Planning, Deploying and Installing Data Protector 9.jpgPost by guest blogger Greg Baker, leading independent expert in Asia and the Pacific on HP Data Protector. 


Here's one way you can tell if a product is something you can trust. Look at the amount of documentation you can that isn’t written by the vendor. A quick check on Amazon shows me that there are hundreds of books on Oracle and thousands on Microsoft's SQL Server, mostly written by outside consultants and practitioners. Windows: check. Linux: check. If it is good, someone will have written about it. This tells you that there's a real community of users and experts that you can turn to. You can find out what works and what doesn't. 


Not many backup products have that sort of community. But HP Data Protector does, and I've just finished writing another two books...


Continue reading to learn more about Greg Baker's books on HP Data Protector 9.

Three simple reasons Morgan County chose HP LiveVault for their disaster recovery requirements

Why Morgan County chose HP LiveVault.pngMore than 10,000 customers rely on HP LiveVault to protect their critical application data across virtual and physical environments in the cloud or in a hybrid cloud; Morgan County is one of them.


Continue reading to see the three reasons why Morgan County chose HP LiveVault for their disaster recovery requirements. 

Meet the Expert: HP Optimost’s Phil Bevan

Philip Bevan.jpgPhil Bevan is a Technical Consultant for HP Optimost. His primary responsibilities are focused around providing and developing web optimization strategies and multivariate tests for clients.


To continue with our #MeetTheExpert series, I recently sat down with Phil to learn more about his experience and asked him to share his thoughts on web optimization.


Keep reading to learn more about Phil's background in web optimization and where he thinks the industry is going. 

From the desk of Dr. WFO: Who exactly IS Dr. WFO (aka Roger Lee)?

Dr. WFO.jpgWhen the opportunity to create a blog under a pseudonym came up, I jumped at the chance. Dr. WFO is the perfect name for the wealth of knowledge and experience behind me. My first blog post, To Upgrade or Not to Upgrade, left me fielding the question, “Who exactly is Dr. WFO?


Here's my response... 


Keep reading to meet the workforce optimization expert behind the mask.

Learn how John Lewis innovates with HP Optimost

John Lewis partners with HP Optimost for hackathonWatch this new customer case study video to learn how leading UK department store John Lewis innovates with HP Optimost to understand their customers and deliver a seamless customer experience. John Lewis partnered with the HP Optimost team to host a two-day hackathon to build and test new webpage designs for johnlewis.com. The team who built the most successful page won HP Slates! 


Continue reading to get the full John Lewis HP Optimost story. 

Global Information Governance Day: Helpful hints on how to celebrate

Global Information Governance Day 2015.jpgWhen I was asked this week what HP Software was planning for Global Information Governance Day (GIGD), I was taken aback. I mean, we just celebrated Valentine’s Day, President’s Day, and Mardi Gras. Why does Information Governance need its own day?


Keep reading to see why information governance deserves its own day and how you can celebrate. 

Trends in eDiscovery – What’s old is new again

HP Info Gov Booth at LegalTech 2015.jpgLast week I attended LegalTech New York for the eleventh time. The first time I attended LegalTech in 2004, the New England Patriots had just won another Super Bowl, and I was working in the litigation support department of a large Boston law firm. There were far fewer eDiscovery vendors exhibiting back then, but eDiscovery was still a main theme of the LegalTech show as it is today. However, the focus of many law firms at the time was in finding eDiscovery companies to which they could outsource much of their work while they were working on staffing and beefing up their own in-house eDiscovery team...


Continue reading to see how eDiscovery has changed over the years.

Inside HP Haven: HP Vertica concurrency and workload management

HP Vertica Concurrency and Workload Management.JPGEditor’s note: Last fall, the HP IDOL and HP Vertica teams joined forces to form the HP Big Data unit, centered on HP Haven. We’ve invited a group of HP Big Data experts to share their expertise on the blog. Po Hong, PhD, is a senior solutions architect at HP Big Data Platform Corporate Presales. He has a broad range of experience in various relational databases such as HP Vertica, Neoview, Teradata, and Oracle.


Analytic databases, such as HP Vertica, often need to process different types of workloads. These workloads can range from the simplest primary-key lookups to analytical queries that include several large tables and joins between them. Different types of load jobs (such as batch ETL and near real-time trickle load) must keep the data up to date in an enterprise data warehouse (EDW)...


Continue reading for a preview of our latest technical white paper, HP Vertica Concurrency and Workload Management. 

Meet the Expert: HP Optimost’s Robert Brennan

Robert Brennan.jpgRobert Brennan is a Client Success Manager with HP Optimost. He is responsible for developing and executing tailored optimization strategies for customers that drive significant and continuous business impact.


I sat down with Robert to learn more about his experience and advice for the web optimization community.


Continue reading to see what Robert has to say about web optimization and multivariate testing. 

From the desk of Dr. WFO: To upgrade or not to upgrade, that is the question

Dr. WFO.jpgOn the surface, upgrading seems to be a simple decision. When Apple notifies you of software updates available for your iPhone, more often than not, many of you automatically process the update so you can stay current, take advantage of the new features, and apply any bug fixes.


Obviously upgrading your iPhone and upgrading your enterprise software are two very different actions. Often, documenting processes in preparation for and implementing standard software upgrades are overlooked by organizations...


Continue reading to get some tips and tricks that will make your next software upgrade easier from Dr. WFO himself.

Modernize your insurance systems to win and retain customers

Exstream Forrester webinar 1.jpgIn a world of web and mobile access, consumers are flocking to insurance comparison sites, expecting instant quotes and quick response time whenever a claim is filed. It’s a fast-paced reality, compounded by the complexity of most insurance companies’ outdated systems.


Continue reading to learn how you can take your insurance systems into the 21st century. 

Grab your spot: HP WFO Software user group – March 12

HP Qfiniti User Group at HSN Thumbnail.jpgA few weeks ago, I announced a customer-led user group in St. Petersburg, Florida on March 12, and asked you to reserve the time on your calendar. Remember this blog post? In that post, I promised to let you know when you could formally register for the meeting. That time is now! 


Continue reading to learn more about next month's user group at HSN headquarters. 



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About the Author(s)
  • With over 15 years’ experience in product marketing and sales with enterprise software companies, Becky brings considerable expertise to HP’s Information Archiving product marketing team. In her role, she is responsible for cultivating go-to-market strategy, messaging, and content. Becky enjoys working with clients, partners, and prospects to gain a better understanding of the information archiving needs, priorities, and issues affecting enterprises
  • Beth Demirjian leads HP Autonomy's digital strategy including search, social, mobile and email and has 15 years experience in enterprise software. She resides in San Diego, CA.
  • Chris Surdak is a Subject Matter Expert on Information Governance, analytics and eDiscovery for HP Autonomy. He has over 20 years of consulting and technology experience, and holds a Juris Doctor from Taft University, an MS from the Wharton School at the University of Pennsylvania, a CISSP Master's Certificate from Villanova and a BS in Mechanical Engineering from Penn State. Chris is author of the Big Data strategy book, "Data Crush," which was recently nominated as International Book of the Year for 2014, by GetAbstract. Chris is also contributing editor and columnist for European Business Review magazine.
  • Claire Dominy is a Digital Marketing Manager at HP Autonomy and is currently based in Houston, TX.
  • Da Hye Huh serves as the Director of Product Marketing for Autonomy IDOL.
  • Dan Burke serves as a vice president of HP Software. He is in SME within Power and Emerging technologies, focused on HP Autonomy Explore and IDOL based solutions, such as multi-channel analytics and knowledge management.
  • David Brown is a Product Marketing Manager at HP Autonomy, where he leads product marketing for several of HP’s Information Governance solutions.
  • David Humphrey, CTO of Video Surveillance for HP Autonomy oversees operations for Video, pioneering intelligent video-analytic technologies for international installations. Mr Humphrey has over twenty years experience in advanced video-analytics, with seventeeen years on security applications, as a leading provider of security and surveillance solutions to defense agencies, governments and major corporations around the globe.
  • David Roy has over 27 years of experience in Software Engineering, with expertise in the areas of Digital Asset Management, Image Science and Image Processing. David led the HP MediaBin Development Team for over 15 years and now works in the HP Autonomy Professional Services group.
  • Dominic Brown is Vice President, Meaning Based Governance at Autonomy, Inc. At Autonomy, Brown employs his 15 years of legal and IT experience, along with Autonomy’s unique technology, to help organizations address challenges with eDiscovery, compliance, and records management.
  • Fernando Lucini has been with Autonomy since 2000 and serves as Chief Technology Officer. As Chief Technology Officer, based at Autonomy’s headquarters in Cambridge, UK, Mr Lucini is responsible for defining the overall technology vision and strategy for HP Autonomy including the long term product roadmap and evangelising to customers and to the rest of HP, overseeing and sponsoring some of the world’s largest and most complex information systems across a range of industries.
  • Gagan Bhatia serves as WW product marketing manager for Enterprise Data Protection software within HP Autonomy business unit. He has over 15 years of experience in developing and marketing enterprise software including archiving, data protection, and information management solutions. He is based in San Francisco Bay Area.
  • George Tziahanas leads product management and strategy for HP Autonomy’s Legal and Compliance Portfolio, including its Compliant Archiving, eDiscovery, Legal Hold, and Supervision/Surveillance solutions. George also works closely with HP Autonomy financial services clients, overseeing deployment and ongoing management of solutions designed to meet regulatory requirements.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Henry Eakland joined HP Autonomy in April 2012 and currently works as Director Product Marketing for HP WFO Software, which provides workforce optimization solutions for enterprise contact centers. He works out of our San Francisco, CA, office.
  • Jeff Westover is VP & GM of HP WFO Software for contact centers. He blogs about HP Qfiniti & HP Explore.
  • Jeff Veis is Vice President of Solution Marketing for HP Autonomy responsible globally for product, partner and field marketing initiatives. Jeff has been in the enterprise software industry for more than 20 years and has experience in marketing, strategy, sales, and partnerships. During his time at HP Autonomy, Jeff has founded the Liberty Alliance Project, a first-in-class standards organization with a global membership that provides a holistic approach to identity.
  • Joe Garber is Vice President of Information Governance at HP Autonomy. In this role, he leads product messaging and go-to-market efforts for the organization’s eDiscovery, information archiving, and ECM market offerings. Garber has more than 10 years of experience in information governance and eDiscovery.
  • Joe has over 13 years of experience in technology marketing and is currently focused on the analytics solution portfolio. Prior to this role, he was responsible for product marketing of the enterprise application data management solution.
  • Delivering subject matter expertise in the area of financial services compliance and product marketing for HP’s eDiscovery and Supervision/Surveillance products. John has been a legal and compliance professional in the financial services industry for over 12 years. Prior to joining HP Autonomy, John was a compliance officer, auditor, and consultant for major banks, broker-dealers, investment banks, hedge funds, and asset management firms.
  • Luis Romero is a Senior Product Marketing Manager at HP Autonomy, where he leads product marketing for HP’s Information Archiving solutions. Luis has over 12 years of experience in enterprise software and information archiving.
  • Martin Cuéllar, Director of Product Marketing for HP Software, is a Subject Matter Expert within HP Autonomy Emerging Technologies. Martin’s career includes work with public sector, private sector, government, and non-profits implementing new analytics, CRM, ECM, and search solutions. He works with existing and new HP customers using Autonomy Explore Cloud for multi-channel analytics and social engagement.
  • Michelle is the Global Product Marketing Manager for HP Records Manager and HP ControlPoint within the Information Governance portfolio. Responsible for solution messaging, positioning and GTM strategy, Michelle works closely with the product, sales, marketing and channel organisations within HP to develop these. Michelle has 13+ years experience in the Information Management space having worked closely with customers, industry and business partners over this time.
  • Po Hong, PhD, is a senior solutions architect in HP Big Data Platform Corporate Presales specialized in HP Vertica performance tuning and workload management.
  • Randy manages worldwide public relations, analyst relations, social media, and employee communications for HP Autonomy.
  • Robert Brennan is a senior client director at HP Autonomy with seven years’ experience in marketing optimization. He specializes in A/B and multivariate (MVT) testing with HP Optimost, working directly with key clients on strategy, execution, and analysis. Robert also serves as a valued thought leader for HP by educating new employees, streamlining departmental processes, and developing highly effective client deliverables.
  • Scott speaks, blogs, writes articles and specializes in driving competitively differentiated integrations for storage and virtualization. VMware Certified Professional, recognized as a vExpert, VMWorld speaker, VMUG keynote speaker, and a contributing author of the book Virtualization Changes Everything.
  • Shabih Syed is a seasoned technologist possessing 9+ years in technology leading SaaS, mobile and consumer web development teams. He is currently serving as a Product Manager within the HP Autonomy Marketing Optimization organization and is the Agile Product Owner for the ongoing development of TeamSite.
  • Responsible for Cloud Server Data Protection products, including LiveVault and Data Protector. Based in Boston, MA. Twitter: @sraldous
  • Stephen Spellicy is known as a virtualization and data protection subject matter expert with 17+ years of experience in the technology industry. As the Director of Product Management for Data Protection within HP Software's Division, he manages a portfolio of software products that over 60k customers leverage worldwide. His expertise within the backup/recovery, storage, virtualization, and cloud technology areas have also gained him recognition with HP internally and externally, with many contributed articles published technology focused magazines & periodicals.
  • As chief technical architect for HP Autonomy’s Contact Center Management solution, I drive the overall strategic direction and product management for the HP Qfiniti product suite. In this capacity, I collaborates closely with research and development, sales, and the senior management team to plan and implement the product roadmap as well as HP Qfiniti’s integration into the overall portfolio of related customer experience management products. I am considered by my peers to be a pioneer in the quality monitoring market with more than 30 years’ experience in the industry, and my unique expertise comes from having installed and supported many Call Center products such as ACD, CTI, VRU and AutoDialers. I began my career in 1983 as a service engineer for New York-based Datapoint Corporation, which was eventually spun off as Teknekron Infoswitch. In 1993, I launched an internal entrepreneurial group to create the first quality monitoring product – an industry changing and evolutionary technology. I then became the general manager of the quality monitoring group which developed the AutoQuality product line, Teknekron’s core product offering. With the acquisition of Teknekron Infoswitch by HP Autonomy in 2006, and its further development as the Autonomy etalk product, I have continued to pursue my entrepreneurial drive through the management and development of internal business units.
  • Sunil Menon is CTO and heads up Product Management for Marketing Optimization at HP Autonomy. Sunil has over 17 years of technical and business experience in the areas of Digital Marketing, Content Management, Marketing Automation and Marketing Optimization. In his current role, Sunil leads Product Management and Strategy for HP Autonomy's Marketing Optimization portfolio covering web experience management, digital marketing, optimization, marketing analytics and contact center solutions.
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