Engage Hub’s AI Capabilities Recognised in Journey Orchestration Report by Independent Research Firm

London, UK, 18th June 2024Engage Hub, the data-driven journey orchestration and contact centre automation company, is thrilled to announce that we were again named in the prestigious report: The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024 – with recognition of our AI capabilities.

Forrester’s report focuses on ‘the nine providers that matter most’. We believe our inclusion as a Contender – and the commentary on our AI capabilities – shows how Engage Hub is driving this space.

In The Customer Journey Orchestration Landscape, Q1 2024, Forrester defines journey orchestration as ‘The use of real-time data at the individual customer, partner, or employee level to discover journeys, analyse them, predict future behaviour, and adjust the journey in the moment to increase customer lifetime value, employee and partner engagement, operational efficiency, and business results.’

The Forrester Wave™ report identified the most significant journey orchestration providers and researched, analysed and scored them against 30 criteria. The report shows how each provider measures up and helps people select the right one for their needs.

In the report, Forrester recognised our strengths in ‘data fusion, customer journey analytics and Gen AI’. According to the report, “One reference customer said, ‘Engage Hub has helped us bring new types of solutions to our clients, helping them understand how they can successfully introduce AI into their business.’”. It noted that ‘Engage Hub is a great fit for firms looking to optimise contact centre operations and connect human-assisted channels with digital communications.’

Ray Tierney, CEO of Engage Hub, commented: ‘This is an extremely focused report looking at just nine journey orchestration providers. Enterprises increasingly recognise the need to reap AI benefits. In our opinion, this report validates our success at the cutting edge of this area.’

Luigi Loconte, Product Manager at Engage Hub, added: ‘I am proud that Forrester has recognised Engage Hub. Our continued investments in cross-journey orchestration and innovations are focused on AI, NLP and regulatory change management.’

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Get in touch to learn how Engage Hub journey orchestration 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.