Engage Hub recognised in the Journey Orchestration Platforms evaluation report by Independent Research Firm

London, UK, 28th June 2022Engage Hub, the data-driven journey orchestration company, today announced that it has been included in “The Forrester WaveTM: Journey Orchestration Platforms, Q2 2022” report by Forrester Research.

Forrester evaluated ten providers against twenty-seven criteria, merged into three high-level categories. In this assessment, each of these vendors:

  • “Connects rich data and integrates seamlessly to deliver insights at speed.”
  • “Measures business impact.”
  • “Orchestrates the next best experience across a variety of systems using AI.”

In the report Forrester states, “Engage Hub focuses on improving customer experience, agent experience, and operational efficiency. It continues to invest in AI-driven personalisation, a journey tracker to evaluate customer journeys in real-time, campaign reporting, and an orchestration engine that helps marketers quickly see the impact of inside-out thinking. This translates into a roadmap that includes investments in AI and natural language processing power, intent recommendations, and usability, but the vendor must continue to pay attention to discovery of segments and personas and co-creation and ideation capabilities.”

The report continues that the Engage Hub’s current offering strengths “include visualisation and journey zoom level. Reference customers rate Engage Hub’s visualisation highly, along with business impact analysis and professional services during implementation (it has a dedicated agile team and offers hands-on journey mapping for companies that are getting started with journey orchestration).”

The report goes on to state that “Engage Hub is a good fit for companies looking to zoom in on problematic journeys inundating their call centres to improve CX and agent experience; drive contextual cross-channel conversations (SMS, Web Chat, Messenger, WhatsApp, and IVR); deliver self-service; and trigger larger-scale journey transformation.”

“I am thrilled to see Engage Hub included in another Forrester Wave report. I believe it echoes the feedback we hear from our growing portfolio of clients and partners on a daily basis,” says Ray Tierney, CEO at Engage Hub. “As we lead our clients through large digital transformation programmes, our journey management solutions suite has proven time and time again that you can leverage AI-powered technology to connect siloed data, visualise all customer touchpoints and breakdown painpoints to deliver tangible customer experiences.”

Ray continued, “Engage Hub’s Customer Journey Tracker gives our clients real-time insights into how their customers engage with their business, across all journeys, allowing them to make crucial data-driven decisions and to identify problems and gaps with a view to rectifying them immediately.”

What is the Forrester Journey Orchestration WaveTM report?

The Forrester Wave is “a guide for buyers considering their purchasing options in a technology marketplace. To offer an equitable process for all participants, Forrester follows a publicly available methodology, which we apply consistently across all participating vendors”. The Forrester Wave offers the benefits of detailed analysis of vendors’ services and products and comparisons between individuals’ requirements.

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If you would like to find out more about how journey orchestration solutions will benefit your business and learn why Engage Hub is the vendor of choice for innovative brands such as Sainsbury’s, Bank of Ireland and Three Ireland, please get in touch.

To download the report, please visit the Forrester website – please note this report is only available to Forrester subscribers or to those who wish to purchase the report.