Best Customer Engagement Platforms
The customer engagement space is relatively new and still emerging as a solidified market. Currently, it encompasses a few different types of software applications. Certain customer engagement platforms have grown out of functionally different types of software solutions. Below is a list of common ‘software ancestors’ for modern customer engagement platforms: Customer relationship management (CRM) systems Sales engagement platforms Cross-channel campaign management Mobile marketing software Helpdesk software Contact center software Though not all customer engagement...
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SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.
Braze is a customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing…
Bright Pattern provides an AI-powered omnichannel contact center software. With the purpose of making customer service, sales, and marketing brighter and faster, Bright Pattern offers an advanced omnichannel cloud platform with embedded AI. Bright Pattern’s platform can be used on all digital channels like voice, text, chat, email, video, messengers, and bots. Brigh…
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
Jotform Enterprise is a digital workspace productivity tool that provides a platform for organizations. The aim of Jotform Enterprise is to give companies an easy-to-navigate tool that makes rea…
Zendesk is a customer support solution with built-in ticketing, conversational messaging, an…
Adobe Journey Optimizer is a customer engagement solution, enabling brands to orchestrate and deliver personalized customer engagement across all channels — including email, web, app, mobile, and more — in the moments that matter to customers.
A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.
Iterable is an AI-powered customer communication platform that activates customers across channels in real-time. With intelligent personalization, dynamic content, and a cross-channel suite, Iterable helps brands create seamless, data-driven experiences across email, SMS, push, and…
The Airship Experience Platform provides an end-to-end solution for unifying experiences across channels and capturing value across the entire customer lifecycle.
Text-Em-All, headquartered in Frisco, delivers personalized, informational, emergency mass text messages and phone calls, whether they’re going to five people or 50,000.
RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.
Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
Customer.io is a customer engagement platform that enables marketers to build sophisticated automated messaging campaigns. With access to real-time behavioral data, users can create personalized and relevant messages to engage and retain customers. This includes sending emails, push…
ContactPigeon is a marketing automation solution for eCommerce. It combines email marketing, dynamic pop-ups,…
Adobe Experience Manager is a combined web content management system and digital asset management system. The combined applications of Adobe Experience Manager Sites and Adobe Experience Manager Assets is offered by the vendor as an end-to-end solution for managing and delivering…
Verint Community (Telligent) is a community and collaboration software platform developed by Telligent Systems and was first released in 2004. Telligent's focus was on offering a platform that can be integrated and extended, but this requires technical expertise. Verint acquired…
Payemoji is a Conversational Commerce Service, specialising in OMNI Channel Messaging. The solution enables businesses to engage with their customers through personalised, interactive, and secure communication using business messaging apps like WhatsApp.
It is offered to Enterprises on three main use cases, that all include automating any customer journey with integration t…
Verint Messaging (formerly Conversocial) is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable…
Dotdigital is a customer engagement platform that helps digital marketers and developers deliver communications across the customer journey. It uses customer data to drive engagement, conversion, and loyalty for brands as they grow and scale. The platform connects first party data…
Customer Engagement Platforms TrustMap
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Learn More About Customer Engagement Platforms
What are Customer Engagement Platforms
The customer engagement space is relatively new and still emerging as a solidified market. Currently, it encompasses a few different types of software applications. Certain customer engagement platforms have grown out of functionally different types of software solutions. Below is a list of common ‘software ancestors’ for modern customer engagement platforms:
Though not all customer engagement platforms look the same, the primary goal of customer engagement platforms is constant across different types of solutions: to help businesses create a seamless and integrated customer experience across digital channels and touchpoints. Essentially, these platforms allow businesses to interact with their customers or subscribers wherever they are—via channels like email, webchat, SMS, social media channels, etc.
Core capabilities of customer engagement platforms include the ability to orchestrate, personalize, and optimize customer journeys across channels. Therefore, customer engagement software by default supports multichannel or omnichannel customer interactions. Another core competency of this type of software is customer engagement analytics. Many market-leading customer engagement platforms use artificial intelligence (AI) technology to run predictive customer engagement analytics and provide personalized content recommendations.
Most customer engagement platforms have a centralized database that tracks customer interactions with things like content assets, marketing campaigns, social media posts, etc.
Customer Engagement Platform Features
Though the exact set of features can from product to product, most customer engagement platforms will have the following capabilities:
Support for omnichannel customer interactions across
Email
Push notifications
SMS and messaging apps
Social media channels
Live chat
Webchat
Customer self-service
Customer contact & interaction database
Customer engagement analytics
Content personalization
Behavioral targeting capabilities
Audience segmentation capabilities
Customer journey mapping
Customer journey orchestration
Customer journey optimization
AI-based recommendations
Data ingestion from third-party sources
Customer Engagement Platform Comparison
Before investing in a new customer engagement platform, consider the following key factors:
Price: How much have you budgeted for a customer engagement platform? Solutions designed for use by small and midsize businesses will be less expensive than enterprise-grade customer experience platforms. For example, large legacy cloud vendors like Oracle, Adobe, and Salesforce provide products designed to meet the needs of enterprise teams.
Use case: Which departments and/or roles at your company will use the platform the most? Will customer service reps be the main end-users, or marketers, customer success, or sales reps? Certain platforms may work better for specific use cases. For example, Outreach started by offering a sales engagement platform and now also offers a customer engagement platform. Therefore Outreach may be easier for sales reps to use than another type of platform, like ServiceNow.
Pricing Information
Pricing for customer engagement platforms can vary based on the type of software application, the number of users, and the range of features included. Most vendors charge on a monthly or annual basis, typically per user license.
Pricing can start as low as $15-$50 per month per user and increase up to multiple hundreds of dollars per month.
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Frequently Asked Questions
What do customer engagement platforms do?
Customer engagement platforms allow businesses to create integrated and frictionless customer experiences across digital channels. Most platforms include the following core capabilities:
- Support for omnichannel customer interactions
- Customer journey mapping
- Customer journey orchestration
- Customer journey management
- Customer engagement analytics
- Content personalization
- Behavioral targeting
- Audience segmentation
Use cases for these platforms can range from customer service teams, to sales and account managers, to marketing teams.
Customer engagement platforms vs. CRM software
Many customer engagement platforms have grown out of customer relationship management (CRM) software. CRM systems include foundational infrastructure for customer engagement platforms, including having a contact database that can track customer interactions across channels over time.
Customer engagement platforms are, in this sense, the next evolution of CRM platforms. They layer features like customer engagement analytics, AI-based recommendations and optimization, and personalization features on top of traditional CRM capabilities.