Customer Engagement Platforms
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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…
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.
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…
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…
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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…
Customer.io is a customer engagement platform that enables marketers to build sophisticated automated messaging campaigns. With access to real-time behavioral data, users can create personalized and relevant messages to engage and retain customers. This includes sending emails, push…
Airship is a mobile app experience platform that helps brands optimize the mobile app lifecycle from discovery to loyalty while driving customer value, inside and outside the app. Airship powers cross-channel journeys, experimentation, no-code experiences & App Store Optimization.…
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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,…
CleverTap is a mobile marketing solution that helps marketers create differentiated customer engagement strategies that are designed to drive growth. The vendor’s value proposition is that thousands of brands continue to build valuable relationships with their customers using CleverTap’…
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…
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…
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.
Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable…
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…
Pobuca Connect is a cloud app that turns multiple, overlapping and non-connected business contact lists into one unified company address book that’s easy to access from everywhere and ready to share with co-workers or business associates. It also includes the built-in Pobuca Bot,…
Vonage APIs (formerly Nexmo and TokBox) help growing startups and agile enterprises enhance customer experience and realize new business outcomes at scale. With a comprehensive suite of communication channels, a global platform, and expert support, users can abstract the complexity…
Netcore Cloud’s Customer Engagement & Experience platform (formerly known as Netcore Smartech) is presented as a one-stop growth platform that enables marketers, growth, and product managers to drive conversations with customers across multiple touchpoints. Backed by AI/ML, Netcore…
Comm100 is a global provider of omnichannel communication software for education, government and commercial organizations of all sizes. Comm100 helps organizations to provide the optimal balance of human-bot engagement through configurable live chat, AI-powered bots and automation,…
RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.
Pega Customer Service is a solution for solving interactions with customers, including collections, claims management, and other case management. It is available in 3 editions: the Digital Customer Engagement Edition, the Enterprise Edition, and the Case Management Edition.
Ameyo is an all-in-one software based communication solution that is designed to manage end-to-end customer journeys and consistently deliver exceptional customer experiences. According to the vendor, it is a powerful and highly flexible IP-based contact center software that lets…
Smart Communications in London (an offshoot from Thunderhead) offers customer communications technology. Smart Communications flagship product is designed to help the user drive accurate, personalized customer conversations with their customers. The vendor states SmartCOMM helps…
The Cheetah Digital Marketing Suite (formerly the Experian Marketing Suite) provided cross-channel campaign management as well as real-time offers, messaging, and engaging interactions. The product is discontinued, and is no longer available.
Infobip headquartered in London offers a CPaaS designed to bridge IT and Telecoms, powering enterprises with omnichannel communication and user authentication options for a global user base.
Retainly is an automated engagement platform that helps businesses maximize customer retention. The app enables users to automate emails, web push notifications, and SMS messages to retain customers and drive lifetime value. Retention & LTV: Increasingly business leaders are…
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…
Apptentive allows companies to measure shifts in customer emotion and gather actionable feedback across their mobile customer journeys. Their mobile customer feedback solution helps brands manage their brand reputation, prioritize product roadmaps, and measure customer experience…
MoEngage is an insights-led customer engagement platform, that empowers marketers and product owners with AI-driven insights and the ability to instantly turn those insights into cross-channel experiences.
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.
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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.