Engage Hub named a Contender in the Journey Orchestration Platforms evaluation report by Independent Research Firm.

New independent report cites Engage Hub among eleven providers in the journey orchestration landscape.

London, UK, 16th June 2020 – Engage Hub, the data-driven customer engagement company, today announced that Forrester Research has named it a Contender in “The Forrester WaveTM: Journey Orchestration Platforms, Q2 2020” report.

Forrester evaluated eleven providers against twenty-eight criteria, merged into three high-level categories. In this assessment, each of these vendors:
•  “Offers a comprehensive journey orchestration platform.”
•  “Provided evidence of its journey orchestration customers’ success.”
•  “Supports access to a wide range of data sources.”
•  “Generates strong customer interest.”

In the report Forrester states, “Engage Hub is focused on improving customer experience, agent experience, and operational efficiencies. Engage Hub has a dedicated agile team and offers rapid journey automation and hands-on journey mapping for companies that are just getting started with journey orchestration. Use cases include campaign optimisation, consent management, digital process automation, call centre optimisation, and multi-channel communications.”

The report continues that the Engage Hub’s platform “includes a journey tracker for evaluating customer journeys in real-time. It orchestrates data from disparate legacy systems and includes an email editor, IVR, and mobile page builder to drive more relevant engagements with customers based on journey behaviour.”

The report goes on to state that “Engage Hub also provides a single view of the customer for agents that includes customer details, process payments and history, latest contact details, appointments, and deliveries. (..) Engage Hub is a good fit for companies looking to stand up journey automation in a very short period of time to improve the experiences customers have with call centre agents or boost engagement in customer lifecycle programs.”

“We are thrilled to be named a Contender in this Forrester Wave report as we believe it validates the feedback we hear on a daily basis from our growing portfolio of clients and partners,” says Ray Tierney, CEO at Engage Hub. “We continually lead our clients through large digital transformation programmes, using our cloud-based journey orchestration and visualisation software to deliver tangible results; most notably in the area of reduced costs and, more importantly, improved customer experience. Customer Journey Tracker gives our clients insights into how their customers are engaging and progressing through various journeys in a multi-channel environment, allowing them to make crucial data-driven decisions about more effective automation and optimisation.”

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.

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 here.

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.


About Engage Hub

At Engage Hub, it’s our mission to make sure your business treats your customers as individuals to engage each and every one, so you win them over faster and keep them for longer.

With over 30 years in the business, our services have evolved alongside the needs of our clients, including some of the world’s most successful brands across the financial services, utilities, telecoms, retail and logistics sectors. We understand the challenges you face – from data silos to legacy systems – and have built intelligent, intuitive and effective solutions that work for you.

Our commitment to excellence has helped us build a reputation as the leading global provider of data-driven consumer engagement and customer retention solutions. At a time when brand loyalty is at an all-time low, our data orchestration technology delivers the kind of experiences your customers have now come to expect. So, you can always keep them engaged and happy.

Past Releases

Engage Hub named a Contender in the Journey Orchestration Platforms evaluation report by Independent Research Firm
June 16, 2020

Engage Hub recognised in Mobile Engagement Automation report by Independent Research Firm
June 10, 2020

Engage Hub recognised in Real-Time Interaction Management report by Independent Research Firm
May 4, 2020

Engage Hub continues expansion in Ireland as a major FinTech player
April 24, 2020

Engage Hub unveils Web Chat widget to support customers across all of their channels
March 23, 2020

Engage Hub launches AI-powered NextGen IVR to help navigate a voice-first world
March 6, 2019

Engage Hub recognised as RTIM provider by independent research firm as it pushes to deliver personal experiences
January 22, 2019

Survey: Over two-thirds of C-level executives now prioritise customer experience above profit and revenue growth
November 21, 2018

Engage Hub expands LATAM presence with appointment of Gabriel Lobitsky as SVP Sales
October 11, 2018

Engage Hub and Bank of Ireland shortlisted for Best Use of Technology award
September 20, 2018

Engage Hub appoints Karen Waters as Product Director to lead next stage of digital CX innovation
July 3, 2018

Engage Hub enhances customer engagement platform with AI-powered chatbots
March 5, 2018

Engage Hub expands APAC presence with appointment of Felix Wong as VP Sales
March 1, 2018

Engage Hub to roll Interactive Voice Response system out across 600 strong Sainsbury’s superstore network
January 17, 2018

Engage Hub appoints Clive Hannon as COO
November 16, 2017

New report from Engage Hub highlights customer experience challenges.
November 6, 2017

Engage Hub and Another Number App Enables Busy Professionals to Take Control of Work Calls
March 22, 2017