Customer Engagement Platforms

Customer Engagement Platforms Overview

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.

Top Rated Customer Engagement Products

TrustRadius Top Rated for 2022

These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.

Customer Engagement Platforms TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Customer Engagement Products

(1-25 of 97) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.

Salesforce.com

Salesforce

Customer Verified
Top Rated

Salesforce is a web-based CRM application that enables users to forecast revenues and track leads. It is a leading sales, service, and marketing app. Salesforce.com's Sales (CRM), Service, Platform and Marketing applications are designed to help companies connect with customers,…

Key Features

  • Opportunity management (181)
    86%
    8.6
  • Customizable reports (181)
    86%
    8.6
  • Customer data management / contact management (185)
    85%
    8.5
Zendesk Support 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,…

Key Features

  • Ticket creation and submission (87)
    84%
    8.4
  • Ticket response (86)
    82%
    8.2
  • Organize and prioritize service tickets (86)
    75%
    7.5
Conversica

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

Salesforce Service Cloud

Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases,…

Key Features

  • Organize and prioritize service tickets (55)
    82%
    8.2
  • Email support (56)
    80%
    8.0
  • Ticket creation and submission (56)
    79%
    7.9
Twilio

Twilio

Customer Verified
Top Rated

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.

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

The Salesforce Experience Cloud (formerly 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 communication and information sharing,…

Adobe Experience Manager

Adobe Experience Manager

Customer Verified
Top Rated

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…

Key Features

  • Role-based user permissions (38)
    73%
    7.3
  • Page templates (37)
    72%
    7.2
  • Bulk management (36)
    67%
    6.7
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.

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,…

Kustomer

Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer…

Key Features

  • Ticket response (16)
    91%
    9.1
  • Email support (16)
    91%
    9.1
  • Ticket creation and submission (16)
    90%
    9.0
Braze

Braze is a comprehensive customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. Context underpins every Braze interaction, helping brands foster human connection with consumers through interactive conversations across…

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).

Key Features

  • Email deliverability reporting (27)
    67%
    6.7
  • A/B testing (19)
    64%
    6.4
  • List management (19)
    58%
    5.8
SAP Service Cloud

The SAP Service Cloud allows the user to orchestrate service experiences to support customers throughout their entire journey, available as a SaaS through an annual subscription based on number of users. SAP Service Cloud replaces the former Hybris Service Cloud, and may integrate…

Sparkcentral, by Hootsuite

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service.…

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.

Bright Pattern Contact Center

Bright Pattern provides an AI-powered omnichannel contact center software that can be deployed quickly. With the purpose of making customer service, sales, and marketing brighter and faster than ever before, Bright Pattern offers advanced omnichannel cloud platform with embedded…

Key Features

  • Validate callers (10)
    92%
    9.2
  • Outbound response (10)
    88%
    8.8
  • Agent dashboard (10)
    85%
    8.5
ServiceNow Customer Service Management

Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented…

Key Features

  • Ticket creation and submission (9)
    88%
    8.8
  • Organize and prioritize service tickets (9)
    80%
    8.0
  • Ticket response (9)
    75%
    7.5
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…

Key Features

  • Email deliverability reporting (9)
    87%
    8.7
  • A/B testing (6)
    87%
    8.7
  • Ability to test dynamic content (6)
    74%
    7.4
Pega Customer Decision Hub

Pega Customer Decision Hub optimizes customer lifetime value by providing an “always-on brain” to unify data, analytics, and channels into one connected experience. Customer Decision Hub collects data from every interaction as it’s taking place, combines that with the customer’s…

FlowUp

FlowUp is a Follow-up Automation software that gives users automated follow-ups to design a workflow to reach leads at their most preferred communication channel. FlowUp aims to strengthen follow-up with multiple channel outreach with Calls, SMS, MMS, Ringless Voicemails, Surveys,…

Customer.io

Customer.io allows small to mid-size companies that sell online to send triggered or segmented, in-context marketing or transactional (e.g. payment receipts) emails. With an emphasis on presenting timely and relevant content to individual customers, Customer.io supports A/B Testing,…

IFS Customer Engagement

IFS Customer Engagement is based on the mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition. It contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.

Simplify360

Simplify360 is a Social Business Intelligence company headquartered in Carrollton, Texas with global clients & operations. Simplify360 is an integrated enterprise solutions provider; offering Social Marketing Suite for agencies, Social Contact Center for BPOs and Social Command…

SendBird

SendBird is a packaged messaging-as-a-service that is designed to help developers build and manage messaging function in less than 5 minutes. SendBird says it strives to build the whole messaging SDK and backend from the scratch to help developers save time and resources in order…

ContactPigeon

ContactPigeon is a marketing automation solution for eCommerce. It combines email marketing, dynamic pop-ups, segmentation, automation flows and real-time analytics for marketers to maximize results when it comes to visitor remarketing. It enables eCommerce and B2C businesses to…

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.