Engage Hub recognised as RTIM provider by independent research firm as it pushes to deliver personal experiences.

New independent report on real-time interaction management names Engage Hub as one of five cross-channel communications provider in the RTIM vendors landscape.

London, UK, 23rd January 2019 — Engage Hub, the data-driven customer engagement company, today announced that it has, for the first time, been included in Now Tech: Real-Time Interaction Management, Q1 2019. Forrester, a leading global research and advisory firm, included Engage Hub among the five vendors that offer cross-channel communications as a primary functionality. To deliver effective real-time interaction management (RTIM), a company needs to be able to send real-time communications that are non-channel specific. This will enable two-way conversations, delivered to its customers’ preferred channel at any given time.

This report provides a selection of vendors for B2C marketers looking to deploy a real-time interaction management (RTIM) solution to improve customer experience. Forrester states that RTIM can help ‘‘marketers realise their customer experience aspirations via critical enterprise marketing technology (EMT) capabilities such as cross-channel identity resolution, contextual understanding, decision arbitration, offer orchestration, and measurement and optimisation.’’ Forrester also notes in the report that those who are relying on mobile engagement automation (MEA) to enhance customer experience, should evaluate cross-channel communications providers.

“Being recognised as a true RTIM (Real-Time Interaction Management) player by a leading industry analyst, such as Forrester, is a great accolade – and a fantastic way to kick off 2019. Inclusion in reports like this, alongside award nominations like Engage Customer, helps demonstrate the value of our platform to the wider industry”, said Ray Tierney, CEO at Engage Hub. “Customers today are more demanding than ever, expecting highly personalised, dynamic, digital experiences. Being able to deliver relevant messages in real-time, in a cohesive way, is crucial in building customer loyalty. This is an important part of Engage Hub’s mission – and helps businesses communicate with their customers on a more personal level.”

What is the Forrester RTIM Now Tech?

Forrester defines RTIM as ‘‘Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.’’ The report evaluated forty-two vendors based on market presence and fifteen functionalities.

Forrester analysed RTIM providers’ solutions based on their capacity to:

  • ‘‘Orchestrate contextually relevant customer experiences. To achieve sustainable competitive advantage, B2C marketers must deliver self-perpetuating cycles of real-time, two-way, insight-driven interactions with individual customers. RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.
  • Address customer expectations for mutual value exchanges. Contextually relevant experiences hinge on delivering value to customers in their individual moments of need. RTIM helps marketers go beyond “right message, right time” to provide continuous value and utility with each customer interaction.
  • Align marketing with customer-facing functions. Customers want consistency and relevance across all touchpoints with a brand, so marketers must align EMT investments with broader CX initiatives. RTIM integrates marketing automation tools with applications for sales, service, eCommerce, and other operational functions.’’

If you would like to find out more about how our real-time 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 Telefonica, 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