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Introduction

With the increasing enterprise focus on improving customer experience and satisfaction, vendors have an opportunity to position real-time decisioning (RTD) as a core technology to define customer-centric decision strategies.

Highlights

  • RTD is a valuable addition to any business's analytics toolkit. Many companies will find that it provides a mechanism for transforming costly inbound service calls into sales opportunities.

Features and Benefits

  • Assesses the current state of technology development three years after Ovum last reported on this area.
  • Identifies key use cases for real-time data in influencing the outcomes of customer interactions.

Key questions answered

  • How are vendors presenting their real-time offerings to contact center buyers?
  • What are the elements of real-time decisioning platforms?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

The market for real-time decisioning tools is solidifying but varied

  • Approaches and opportunities
  • What is real-time decisioning?
  • Operational and strategic use cases for real-time data

Shifting market dynamics as the technology solidifies

  • Approaches to real time
  • Vendor profiles

Appendix

  • Methodology
  • Further reading
  • Author

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