skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


This Ovum Interactive Decision Matrix provides a feature-by-feature analysis of the leading customer engagement platform vendors and enables clients to create a customized ranking of products based on their own requirements. This tool covers the solutions of 10 vendors: Adobe, BPM’online, NGData, Oracle, Pegasysems, Salesforce, SAP, SugarCRM, TTEC, and Usermind.


  • The detailed features and functionality of customer engagement platform solutions are grouped into the following areas: real-time customer orchestration, functional support, interaction intelligence tools, security and compliance, unified customer data management, and cloud infrastructure and integration.

Features and Benefits

  • Provides organizations with a customized ranking of products based on their specific requirements.
  • Assesses the core component functionalities per customer engagement platform.

Key questions answered

  • What are the product functionalities and product scores for each customer engagement platform vendor?
  • How does each customer engagement platform vendor match my enterprise requirements?

Table of contents


  • Introduction
  • Download 1: Ovum Interactive Decision Matrix: Customer Engagement Platforms, 2018–19

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

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

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now