Top 16 Customer Engagement Platforms
The advent of social media and other communication channels have revolutionized the way businesses communicate with their clients. Traditionally, most businesses relied on phone and email communication to engage their clients. However, things have changed so much over the last couple of years.
Customers no longer prefer sending emails. They also no longer wish to be contacted this way. They now want to chat via social media sites, live chat and other similar communication channels. Hence the need for businesses like yours to adapt. But how best can you do that?
How best can you enhance communications with your clients? Well, you need a customer engagement system/ platform. Such a platform will assist you to connect with your clients through a variety of channels. The customer engagement system can also give you enough customer data to personalize your marketing campaigns. In a nutshell, a customer engagement platform has the ability to revolutionize your company’s customer experience and make it more dynamic.
What are the Top Customer Engagement Platforms: Bold360, Astute Solutions, Avaya, LivePerson, WalkMe, Nuance Digital Engagement Platform, Pega, RedPoint, Aurea CX Platform, Chirpify, Revation’s LinkLive, Vivocha, Velaro, Doxim, Magentrix, Eudata are the Top Customer Engagement Platforms.
What are Customer Engagement Platforms?
The customer engagement system provides capabilities meant to centralize your multiple interactions with clients. Some of the features you can expect from such a platform include social media, web chat, individualized marketing, and CRM (customer relationship management) capabilities.
Importantly, customer engagement platforms equip you with what you need to efficiently communicate with your clients, to track customer behavior, and to test marketing campaigns. These kinds of features can help you to understand your customer’s pain points so that you can address them better.
Customer engagement is a business communication connection between a consumer and an organization through various channels of correspondence. This connection can be a reaction, interaction, effect or overall customer experience, which takes place online and offline.
It is customer-to-customer correspondence regarding a communication, product, service or brand. Customer Engagement is a characterisation of a consumer's behaviour, encompassing a host of sub-aspects of behaviour such as loyalty, satisfaction, involvement, Word of Mouth advertising, complaining and more.
What are the features of Customer Engagement Platforms?
On top of providing web chat and/ or other means communication, customer engagement platforms offer so much more.
What are the features of Customer Engagement Platforms?
- Multichannel communication: Decent customer engagement platforms offer multiple communication channels through which you can interact with your clients. The interaction could be in the form of marketing to your clients across different channels. This can considerably improve your business.
- Self-service features: Many customer engagement systems have features that enable clients to quickly find what they are looking for without having to be assisted by live agents. These features can significantly boost customer interest in your company since they will find it easier to find whatever they are looking for or whatever questions they have on your site. These features will also reduce your website’s bounce rate giving you higher ranking in search engine results. An example of a self-service feature is a knowledge base.
- PR capability: Some customer engagement systems have PR capability. For example, some can help you monitor the online reputation of your company and notify you immediately you are mentioned somewhere online.
- Marketing functionality: Different engagement software have email marketing, search engine marketing, social media marketing and web marketing functionalities to help you reach more customers.
- Live chat: This system functionality allows you to communicate with your clients in real time. It is a great feature especially for those selling new products or services that were hitherto unknown to the market.
Top Customer Engagement Platforms
Bold360
BoldChat is a market-leading live chat and customer engagement solution that helps businesses quickly and effectively engage customers across online, mobile and social channels.Unleash company’s brand’s distinct personality, and tailor chat implementation to individual deployment strategy, team structure, and unique business needs. Proactive chatters are six times more likely to buy than average website visitors, so we’ve bolstered BoldChat’s is bolstered with proactive chat engine powerful features to target a website visitor with the right message at the right time to engage in a live chat interaction. BoldChat brings together the communication channels most important to specific business, so that…
•Live Chat
•Omni-Channel Engagement
•Moible Engagement
Astute Solutions
Astute Solutions is a provider of consumer engagement software that includes everything a business needs in order to know how it’s doing in the business world and its standing when it comes to consumer’s minds. The ePowerCenter is a feature from Astute Solutions where in communicating with customers are just in one place for easy management.Guiding the company’s agents takes shorter time when using Astute Solutions since recommendations are all prepared by the program. Match customer’s personal views to ensure accurate approach and better relationship in the future. Data entry is simplified yet constructed effectively to promote better interactions with…
•Ditch the scripts for in‑context guidance.
•Smarter data entry means better interactions.
•Natural language processing reads and understands incoming customer requests,
•Ditch the scripts for in‑context guidance.
•Smarter data entry means better interactions.
•Natural language processing reads and understands incoming customer requests,
Avaya
Avaya is a global provider of business collaboration and communication solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. Avaya explores communications, conferencing, and infrastructure solutions that support real-time engagement by integrating voice, video, data, messaging, conferencing, mobility, and more. As Avaya puts businesses ahead in a world of mobility, apps, social, and cloud, business workforce becomes more seamlessly connected and productivity increases. Customer satisfaction rises and innovation thrives. And as business grow, one can count on unrivaled scalability and flexibility to support every location, from small branches to corporate headquarters.…
•Omnichannel Assisted Experience
•Omnichannel Automated Experience
•Actionable Insights
•Communication and Messaging
•Platform and Infrastructure
•Video and Conferencing
•Software-Defined Networking
•Ethernet Switches
•Access Control
•Wireless Networks
•Network Management
•Partner and Service Provider Cloud Solutions
Contact For Pricing
•Omnichannel Assisted Experience
•Omnichannel Automated Experience
•Actionable Insights
LivePerson
LivePerson is an interactive platform which joins the leading brands from around the world who care about connecting with their customers. LivePerson, let’s business managers message consumers through the channel of their choice. Whether on website, app, or mobile web, engagements can be set up anywhere and customized however as per desire. Consumers can contact managers or, more importantly, continue a conversation with them— starting off wherever it’s most convenient for them. LivePerson sets consumers’ expectations and provides a high level of service, LivePerson messaging app tells customers when they can expect a response. For urgent issues requiring more immediate…
•Mobile & Web Messaging
•Customer Care Professional Features
•Reporting & Analytics
•Customer Satisfacton Scoring
$49 / month
•Mobile & Web Messaging
•Customer Care Professional Features
•Reporting & Analytics
WalkMe
WalkMe is a cloud based Enterprise Class Guidance and Engagement Platform. The context-intelligent platform guides users and drives them to action within any online experience. The Platform anticipates user needs and provides help exactly when and where they need it. WalkMe also drives users to action by highlighting new features and recommending relevant high-value offerings. WalkMe is a game-changing platform that instantly simplifies the online user experience. WalkMe helps marketing and product managers boost user adoption and increase revenue by providing an engaging, effortless and personalized online experience. WalkMe helps product managers quickly introduce new features, accelerate customer orientation, reduce…
•Accelerate Onboarding Times
•Increase Revenue with Upsells and Cross-Sells
•Increase Activations and Continued Use
•Treat Customer Pain Before it Even Starts
•Raise Call Center Efficiency
•Cut the Learning Curve
•Accelerate Onboarding and Training Times
Contact for Pricing
•Accelerate Onboarding Times
•Increase Revenue with Upsells and Cross-Sells
•Increase Activations and Continued Use
Nuance Digital Engagement Platform
TouchCommerce is a forum that enables one to communicate with their customer anytime, anywhere and on any device of their choice. These solutions include TouchSocial for social media, TouchMedia for media campaigns, TouchStore for retail, TouchConnect for contact centers, TouchSell for customer sales, TouchCare for customer care and even for industry. The products that are provided are both agent assisted and self-service. The customer can either contact the agent or access self-service so the products fit his or her needs. Agent-assisted tools work according to the requirements of the customers by providing live engagement on any device. The customer can…
•Program design and optimization
•Implantation services
•Agent services
•Big Data Analytics or data warehouse
•Voice of the Customer
•Aligned Pricing.
Contact for Pricing
•Program design and optimization
•Implantation services
•Agent services
Nuance Digital Engagement Platform
Pega
Pega Marketing is the next step in the evolution of the customer engagement platform. Integrating sophisticated customer analytics and business rules in real time, Pega constantly evaluates the context of each customer interaction and recommends the most relevant offer, content, channel and action to take. With Pega, users can build deeper connections with customers, moving beyond segmentation campaigns to a focus on customer experience management across all channels. Pega provides an always-on, digital customer brain. Pega Marketing lets the users deliver on the promise of personalized customer engagement. By analyzing streaming data, tracking patterns and triggering actions for the right…
• Campaign design tools that let you easily design, build and execute strategy across coordinated campaigns.
• Next-best-action capabilities that anticipate customer needs in real time and suggest the right offer
• Simulation and testing tools that let you understand the potential impact of complex customer strategies
• Self-learning technology that lets you refine customer journey management strategies in real time
• Predictive analytics that let you accurately anticipate customer behavior.
Contact for Pricing
• Campaign design tools that let you easily design, build and execute strategy across coordinated campaigns.
• Next-best-action capabilities that anticipate customer needs in real time and suggest the right offer
• Simulation and testing tools that let you understand the potential impact of complex customer strategies
RedPoint
RedPoint’s data-driven technology now aligns the users’ customer’s experience with these expectations, delivering users’ brand promise with high contextual relevance across all touchpoints. With RedPoint, users increase customer revenue, strengthen loyalty, enhance lifetime value, and lower the cost of interaction. RedPoint delivers world-class customer engagement and data management solutions that are consistently innovative, comprehensive and easy to use. RedPoint designs solutions that scale. Its products offer robust data management and customer engagement capabilities that are right-sized for a full range of organizations and industries. The RedPoint Customer Engagement Hub breaks these barriers by providing an innovative and scalable way to…
• Digital Transformation
• Real-Time Interaction Management
• Cross-Channel Marketing
• Data Quality
• In-Line Analytics
• Customer Data Platform
Contact for Pricing
• Digital Transformation
• Real-Time Interaction Management
• Cross-Channel Marketing
Aurea CX Platform
Aurea CX Platform enables leading companies to modernize, automate, and monitor their back office by bridging legacy SOA solutions to modern micro-service and container-based architectures. Aurea CX Platform combines three major enterprise infrastructure solutions to unleash the best in customer experience. Together, they deliver comprehensive capabilities for enterprise service bus messaging, business process management, and automated system monitoring - plus an Enterprise Edition visual design environment to model and build transformational customer experience applications. Aurea CX Platform is divided in to three solutions, the CX Process, CX Messenger and CX Monitor. Aurea CX Process provides the business process management building…
•Design and deploy multi-channel processes
•Case management foundation
•Process analytics
•Dynamic routing
•Deployment management
•Multi-protocol support
•Root-cause analysis
•Transaction and business context reporting
•Design and deploy multi-channel processes
•Case management foundation
•Process analytics
Chirpify
Chirpify is a white label platform for conversational conversions. It provides users with various social media monitoring functions such as keeping tags on related hashtags, pictures, check in, locations. Triggers can be monitored and when a customer sets off a trigger an immediate and dynamic response can be sent to them. It allows users to launch campaigns including voting, contests, content gating, utility management and more. The Chirpify analytics feature measures impressions, posts, reach and impacts of user campaigns. The feature measures marketing conversions and shows when customers connect their social media accounts to the users programs. It allows users…
•Listening
•Automation
•Messaging
•Automation
•CRM & Analytics
•Listening
•Automation
•Messaging
Revation’s LinkLive
Revation’s LinkLive delivers secure, compliant unified communications via cloud platform. This allows business managers and professionals to more easily and effectively connect with customers while decreasing company’s capital and operating expenses. From encrypted email to secure desktop sharing to secure voice and video collaboration, Revation LinkLive is the first truly unified communications platform. Revation LinkLive supports industries such as banking, Healthcare and unified communication. Revation LinkLive Banking is delivered as a monthly subscription via robust, redundant cloud environment. This equates to faster deployment, lower capital outlays, and reduced operating expenses. Revation has been working with leading solution providers and platforms…
•HD Voice
•HD Video
•Web Chat
•SMS
•Fax
•Secure Email
•Screen Sharing
•Secure File Transfer
•Drag and Drop Interface
Contact For Pricing
•Secure Email
•Screen Sharing
•Secure File Transfer
Vivocha
Vivocha is an online customer interaction platform for small and large companies. The online customer service can be set up in a few easy steps starting from co-browsing and real time collaboration which enables the customer to contact an agent directly through chat. The next step is to engage customers via proactive rules such as the “working time” on any website. Graphical representation of Pageviews and contacts can then be viewed through real time monitoring and reporting. The last step which probably is the most interesting one is to design the logo with the help of widget’s designs. The basic…
•Real-time dashboard
•Transcript analysis
•Canned responses and macros
•Console and mobile services.
•$52.00/month for basic package
•Real-time dashboard
•Transcript analysis
•Canned responses and macros
Velaro
Velaro is an enterprise live chat software that gives the best live chat experience to its customers. Live chat gives customers a direct line to the brand’s sales and support stuff so Velaro provides all the important tools that are required by the customer. It also provides and insight to what the visitors are doing and where they are coming from so that the brand can always be updated with the statistics. Apart from Visitor Monitoring, Velaro focuses on Workflow and Routing which enables the customer to find the right agent at the right time for their problems. The agents…
•Visitor Monitoring
•Workflow and Routing
•Performance management
•Reporting, granular security controls
•Quick and easy setup
•Proactive chats
•Sales and conversion tracking
Contact for Pricing
•Visitor Monitoring
•Workflow and Routing
•Performance management
Doxim
Doxim’s Customer Engagement Platform (CEP) is a modular suite of applications that help users build customer satisfaction and loyalty while cross-selling effectively during key moments in the customer lifecycle. Doxim gathers essential insights about users’ customers during every routine interaction from loan origination, to account opening, to service-related interactions in branch or over the phone. Then use these insights to make targeted, personalized product and service recommendations across all of users’ channels, increasing both customer satisfaction and revenue generation. Too often, untargeted client communications, disjointed service experiences, and seemingly minor errors erode the client relationship and leave users’ clients looking…
• Connect with Your Customers Like Never Before
• Cross-Sell More Effectively
• Keep Customers Engaged
• Keep Customers Engaged
• Increase Operational Efficiency Through Digitization
Contact for Pricing
• Connect with Your Customers Like Never Before
• Cross-Sell More Effectively
• Keep Customers Engaged
Magentrix
Magentrix is a 3rd party app integrated to Salesforce or MS Dynamics CRM, that oughts to redefine collaboration by connecting communication, engagement and learning in one secure place. This company offers 3 types of products, each of them regarding different collaboration issues. The first one is Social Intranet, which enables employees to collaborate, manage information, organize resources and learn. It has a social profile and people directory, a live newsfeed, the possibility of creating teams and groups, and the buttons to like, comment and mark as favourite, and ask questions if workers have queries. Then, there is a cloud mass…
•Buttons: Like, Comment and Favourite
•Cloud StorageWord, Excel, PowerPoint, PDF, XML, RTF, code files, text files, JSON, images
•Document Dashboards & Reports
•Customizable Database Entities
•Intituive Visual Tools
•French, Russian and Spanish Support
•Data Importer
•Automated notifications
Social Intranet Pricing:
•Professional (minimum £160): £10 per user per month
•Enterprise (minimum £225): £23 per user per month
•Premium Support (minimum £160): 20% of total subscription cost
Customer Community:
•Professional (per month when billed annually):
•1 000 customer users: £229
•5 000 customer users: £329
•10 000 customer users: £429
•20 000 customer users: £599
•Social Profiles
•People Directory
•Cloud StorageWord, Excel, PowerPoint, PDF, XML, RTF, code files, text files, JSON, images
Eudata
Eudata is a customer engagement Hub that helps the large enterprises to create value added services for company’s customer base. From self to assisted services and outbound campaign, Eudata WCS is the best accompany to cover all the moments of interaction between digital customers and organizations. Live or persistent interaction between company representative (agents, experts or account managers) and customers. Enterprises can humanize their customer’s experience using voice or video on the web or on mobile. Customer’s waiting queues are one of the important concerns of enterprises which causes reduction of service quality and customer satisfaction by using Voice2Chat to…
Real Time or Persistent Multi chat
Voice and Video chat
Collaboration on Eudata virtual desk
Web Call back
Analytics and Session Details with 360-degree Customer view
Proactive Engagement
Conversational Engine
Mobile Ready
Security
Contact For Pricing
Eudata What are Customer Engagement Platforms? The customer engagement system provides capabilities meant to centralize your multiple interactions with clients. Some of the features you can expect from such a platform include social media, web chat, individualized marketing, and CRM (customer relationship management) capabilities. What are the Top Customer Engagement Platforms? Bold360, Astute Solutions, Avaya, LivePerson, WalkMe, Nuance Digital Engagement Platform, Pega, RedPoint, Aurea CX Platform, Chirpify, Revation’s LinkLive, Vivocha, Velaro, Doxim, Magentrix, Eudata are the Top Customer Engagement Platforms.
By clicking Sign In with Social Media, you agree to let PAT RESEARCH store, use and/or disclose your Social Media profile and email address in accordance with the PAT RESEARCH Privacy Policy and agree to the Terms of Use.