London, UK, 21st March 2024 – Engage Hub, the data-driven journey orchestration and contact centre automation company, is thrilled to announce we were named a Contender in the prestigious report The Forrester Wave™: Real-Time Interaction Management, Q1 2024. Forrester’s report focuses on the ‘13 providers that matter most’. Engage Hub’s inclusion as a Contender underscores for us our commitment to innovation and quality in real-time interaction management (RTIM).
Based on a 30-criterion evaluation of real-time interaction management providers, Forrester identified the most significant ones and researched, analysed, and scored them. This report shows how each provider measures up and helps B2C marketing professionals select the right one for their needs.
Forrester defines RTIM as: “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints.”
The extensive evaluation concluded that ‘Engage Hub embodies customer-centric RTIM’ and gave us the highest-possible score in the following criteria:
- Customer journey analytics
- Business rules management
- Contact centre orchestration
- Customer strategy optimisation
- Customer operations usability
‘Engage Hub impressed us with its Customer Journey Tracker, which provides business impact analysis to help firms prove the ROI of their customer strategy optimisation efforts,’ Forrester said in the report.
Additionally, the report states that ‘Engage Hub is the right choice for helping RTIM users optimise contact centre operations and connect human-assisted channels with outbound digital communications.’
Ray Tierney, CEO of Engage Hub, commented: ‘Being one of just 13 providers included in Forrester’s RTIM Wave evaluation validates, in our opinion, our unwavering commitment to driving innovation and delivering value. We are proud of our achievements and remain dedicated to enhancing our offerings to meet enterprises’ evolving needs.’
Karen Waters, Product and Marketing Director at Engage Hub, added: ‘We are proud to have been named in Forrester’s RTIM report for the first time. Our focus on leveraging AI and advanced analytics to transform customer journeys has been instrumental in our success.’
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Get in touch to learn how Engage Hub RTIM solutions will benefit your organisation.
To download the report, visit the Forrester website. Please note that it is only available to Forrester subscribers or those who wish to purchase it.