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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.


  • 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


  • Catalyst
  • Ovum view
  • Key messages


  • 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


  • Methodology
  • Further reading
  • Author

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
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