Customer Engagement Platform is a software application that helps organisations to easily interact and manage their communication with their customers. These computer applications are designed to unify and automate the process of communicating with customers across multiple channels. Customer engagement platforms help to make constant, relevant and accurate interactions with customers. These platforms can help businesses to gather customer reviews about their products and services, helping them detect and track customers’ behavioural patterns tied to loyalty, involvement, satisfaction, complaints, word-of-mouth and adverts. This helps to create a personal and emotional feel to the communication process of any organization. These computer software also help make conversations with customers enhanced with the use of contextual messaging, channel nurturing and follow-ups. Businesses are guaranteed improved marketing visibility with customers, improved interaction processes and improved customer management platforms with the use of this software. These computer tools help organizations improve customer lifecycle value by constant engagement and insight that will help them stay abreast of customers’ ever changing needs. Cloud engagement platforms are usually hosted on cloud platforms so as to make engagement with customers possible wherever one may be.