Read our first of a 2-part series of blogs as we discuss the initial steps you and your organisation need to take towards adapting NextGen IVR so that you can exceed customer expectations across every channel.
To say 2018 was a big year for us would be an understatement. Not only did we enter new markets in Asia-Pacific and Latin America, but we developed new features and launched a new, resource-rich website. It was 12 months of making things happen, and we couldn’t be prouder of what we’ve helped clients (and their customers) achieve.
Now we’ve started 2019 with a bang.
Market research giant Forrester has recognised us as one of 42 top vendors in the real-time interaction management market
Forrester is renowned for its analyst-driven technology insight, and in this new report – Now Tech: Real-Time Interaction Management, Q1 2019 – they’ve named us alongside generalist technology powerhouses like Adobe. This recognition is testament to the impact our platform and approach are having on the industry.
The report takes an in-depth look at how customer engagement is evolving given burgeoning demands for real-time interaction. The analysis covers:
Forrester’s report comes at a time when the marketing software industry is booming. According to Marketing Technology Landscape, there are over 6,000 marketing technology solutions from more than 6,000 unique vendors – up 27% from last year. For us to be recognised as a customer engagement solutions provider is therefore a huge achievement.
What is real-time interaction management?
Forrester defines RTIM as enterprise marketing technology that delivers contextually relevant experiences.
In other words, it’s technology that helps you deliver the right message to the right customer at the right time via the right channel – in real-time. Given customers’ high expectations around personalised digital experiences these days, RTIM is a valuable tool to help you build loyalty and stand out from the crowd.
And businesses are recognising this. As the report highlights, 77% of global B2C marketers are implementing (or planning to implement) RTIM technology. This, combined with the increase in customer journey mapping and the like, proves that the age of the customer is here…and here to stay.
Read Forrester’s full RTIM report
You can download the full report online. It’s free for Forrester subscribers and available to buy if you’re not.