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Introduction

This report examines the customer engagement hub marketplace, details why the technology has emerged, offers details about the emerging vendors’ offerings in the space, and forecasts the future environment.

Highlights

  • Customer engagement hubs will operationalize enterprises' omnichannel strategies, enabling them to serve the omnipresent customer and aggressively compete in the omnichannel era.

Features and Benefits

  • Explains how CEHs connect disparate functions and enterprise systems internally and integrate digital channels to allow companies to interact with individual customers with context and in real time as they move across the channels.
  • Discusses why CEHs are poised to disrupt and reshape several markets in the digital marketing and unified communications markets.

Key questions answered

  • What are the key capabilities and technologies necessary for building a customer engagement hub?
  • How can customer engagement hubs integrate data across the enterprise?
  • Who are the customer engagement hub vendors?

Table of contents

Summary

  • Catalyst
  • Ovum view

Recommendations

  • Recommendations for vendors
  • Recommendations for enterprises

Market status

  • The omnichannel challenge: Putting customer engagement into context

Emerging vendor solutions

  • Kitewheel
  • Usermind
  • Ameyo
  • AgilOne
  • RedPoint Global
  • Servion
  • Pitney Bowes

Market outlook

  • Customer engagement hubs will change the vendor landscape

Appendix

  • Methodology
  • Further reading
  • Author

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