Customer Engagement Platforms

TrustRadius Top Rated for 2024

Top Rated Products

(1-5 of 9)

1
Bright Pattern Contact Center

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on…

2
Text-Em-All

Text-Em-All, headquartered in Frisco, delivers personalized, informational, emergency mass text messages and phone calls, whether they’re going to five people or 50,000.

3
SAP Service Cloud

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

4
Braze

Braze is a customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing…

5
Iterable

Iterable is a growth marketing and user engagement platform. It is designed for B2C markets and supports all types of marketing campaigns (blast, lifecycle, transactional) across all messaging channels (email, web, mobile push notifications, SMS).

All Products

(1-25 of 320)

1
Salesforce Sales Cloud

Salesforce Sales Cloud is a platform for sales with a community of Sellers, Sales Leaders, and Sales Operations, who use the solution to grow sales and increase productivity. The AI CRM for Sales features data built right in, so that companies can sell faster, sell smarter and sell…

2
Text-Em-All

Text-Em-All, headquartered in Frisco, delivers personalized, informational, emergency mass text messages and phone calls, whether they’re going to five people or 50,000.

3
Zendesk Suite

The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,…

4
Conversica

Conversica provides lead management software for marketing, inside sales and sales groups.

5
Adobe Experience Manager

Adobe Experience Manager is a combined web content management system and digital asset management system. The combined applications of Adobe Experience Manager Sites and Adobe Experience Manager Assets is offered by the vendor as an end-to-end solution for managing and delivering…

6
SAP Service Cloud

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

7
Twilio

Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

8
Iterable

Iterable is a growth marketing and user engagement platform. It is designed for B2C markets and supports all types of marketing campaigns (blast, lifecycle, transactional) across all messaging channels (email, web, mobile push notifications, SMS).

9
Zoho CRM Plus

Zoho Corporation offers Zoho CRM Plus, a customer experience management platform that features a virtual AI assistant, process automation and business rules engine, and customer behavior analytics.

10
Salesforce Experience Cloud

Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate…

11
Braze

Braze is a customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing…

12
AppsFlyer

AppsFlyer helps brands make good choices for their business and their customers through innovative, privacy-preserving measurement, analytics, fraud protection, and engagement technologies. Built on the idea that brands can increase customer privacy while providing exceptional experiences,…

13
Kustomer

Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.

14
Five9

Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.

15
Verint Community

Verint Community (Telligent) is a community and collaboration software platform developed by Telligent Systems and was first released in 2004. Telligent's focus was on offering a platform that can be integrated and extended, but this requires technical expertise. Verint acquired…

16
Bright Pattern Contact Center

Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on…

17
Sprinklr Service

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers…

18
Dialpad Ai Contact Center

Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.

19
Solutionreach

Solutionreach is patient relationship management and appointment system dentists office, with reputation management, marketing features, and a patient portal. Solutionreach is headquartered in Lehi, Utah.

20
Sparkcentral (discontinued)

Sparkcentral was a social customer care solution and cloud-based customer engagement platform that catered specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral was acquired by Hootsuite in January…

21
Exceed.ai by Genesys

Exceed.ai is an AI sales assistant and chatbot featuring dynamic lead nurturance and lead qualification process support, meeting scheduling, two-way conversation via chat, and other features.

22
LivePerson Conversation Cloud (LiveEngage)

LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.

23
Zoho SalesIQ

Zoho SalesIQ is an AI-powered live chat and analytics platform that promotes proactive customer engagement. It offers sales, marketing, and support teams a tool, with features to communicate with visitors throughout the customer lifecycle. Zoho SalesIQ can be used by businesses…

24
Verint Messaging

Verint Messaging (formerly Conversocial) is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable…

25
Emarsys

Emarsys is a customer engagement platform that allows users to automate personalized campaigns across channels, based on each individual consumer’s behavior. The suite's capabilities include marketing automation, email marketing, customer engagement, customer intelligence and predictive…

Customer Engagement Platforms TrustMap

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Learn More About Customer Engagement Platforms

What are Customer Engagement Platforms

The customer engagement space is relatively new and still emerging as a solidified market. Currently, it encompasses a few different types of software applications. Certain customer engagement platforms have grown out of functionally different types of software solutions. Below is a list of common ‘software ancestors’ for modern customer engagement platforms:


Though not all customer engagement platforms look the same, the primary goal of customer engagement platforms is constant across different types of solutions: to help businesses create a seamless and integrated customer experience across digital channels and touchpoints. Essentially, these platforms allow businesses to interact with their customers or subscribers wherever they are—via channels like email, webchat, SMS, social media channels, etc.


Core capabilities of customer engagement platforms include the ability to orchestrate, personalize, and optimize customer journeys across channels. Therefore, customer engagement software by default supports multichannel or omnichannel customer interactions. Another core competency of this type of software is customer engagement analytics. Many market-leading customer engagement platforms use artificial intelligence (AI) technology to run predictive customer engagement analytics and provide personalized content recommendations.


Most customer engagement platforms have a centralized database that tracks customer interactions with things like content assets, marketing campaigns, social media posts, etc.

Customer Engagement Platform Features

Though the exact set of features can from product to product, most customer engagement platforms will have the following capabilities:


  • Support for omnichannel customer interactions across

    • Email

    • Push notifications

    • SMS and messaging apps

    • Social media channels

    • Live chat

    • Webchat

  • Customer self-service

  • Customer contact & interaction database

  • Customer engagement analytics

  • Content personalization

  • Behavioral targeting capabilities

  • Audience segmentation capabilities

  • Customer journey mapping

  • Customer journey orchestration

  • Customer journey optimization

  • AI-based recommendations

  • Data ingestion from third-party sources

Customer Engagement Platform Comparison

Before investing in a new customer engagement platform, consider the following key factors:


  • Price: How much have you budgeted for a customer engagement platform? Solutions designed for use by small and midsize businesses will be less expensive than enterprise-grade customer experience platforms. For example, large legacy cloud vendors like Oracle, Adobe, and Salesforce provide products designed to meet the needs of enterprise teams.

  • Use case: Which departments and/or roles at your company will use the platform the most? Will customer service reps be the main end-users, or marketers, customer success, or sales reps? Certain platforms may work better for specific use cases. For example, Outreach started by offering a sales engagement platform and now also offers a customer engagement platform. Therefore Outreach may be easier for sales reps to use than another type of platform, like ServiceNow.

Pricing Information

Pricing for customer engagement platforms can vary based on the type of software application, the number of users, and the range of features included. Most vendors charge on a monthly or annual basis, typically per user license.


Pricing can start as low as $15-$50 per month per user and increase up to multiple hundreds of dollars per month.


Related Categories

Frequently Asked Questions

What do customer engagement platforms do?

Customer engagement platforms allow businesses to create integrated and frictionless customer experiences across digital channels. Most platforms include the following core capabilities:

  • Support for omnichannel customer interactions
  • Customer journey mapping
  • Customer journey orchestration
  • Customer journey management
  • Customer engagement analytics
  • Content personalization
  • Behavioral targeting
  • Audience segmentation

Use cases for these platforms can range from customer service teams, to sales and account managers, to marketing teams.

Customer engagement platforms vs. CRM software

Many customer engagement platforms have grown out of customer relationship management (CRM) software. CRM systems include foundational infrastructure for customer engagement platforms, including having a contact database that can track customer interactions across channels over time.

Customer engagement platforms are, in this sense, the next evolution of CRM platforms. They layer features like customer engagement analytics, AI-based recommendations and optimization, and personalization features on top of traditional CRM capabilities.

What are the benefits of using a customer engagement platform?

One of the main benefits of using a customer engagement platform is the ability to conduct personalization, at scale, and across multiple digital touchpoints and channels. These platforms also serve as a centralized hub for tracking customer interactions across inboxes, messaging apps, and even social media platforms.