ContactEngine, a leading provider of proactive conversational AI, has today announced that it has been identified as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2020 report.
ContactEngine was named in the Proactive Communications Applications and Services category. According to the Gartner Hype Cycle for Customer Service and Support Technologies, 2020, “Companies looking to differentiate by using innovative customer service technologies to strengthen customer loyalty, as well as looking to extend the capabilities of their customer engagement strategies while reducing customer service head count, should investigate proactive communications applications and services.”
In the Hype Cycle for Customer Service and Support Technologies, 2020 report, Gartner states “As consumers are increasingly web-and mobile-savvy, they expect their preferred providers to ‘know’ them and to anticipate their needs. Proactive communications applications and services extend beyond simple mass alerting and notification interactions to provide avenues for personalized and/or two-way customer service communications and transaction completion.” Further, “during the next five years, these applications and services will become more common and less of a differentiator, but their associated cost savings will help increase adoption by companies fitting the ‘mainstream’ and ‘late adopter’ profiles of technology adoption.”
“ContactEngine was founded with the sole purpose to provide proactive, intelligent customer service, because we believe that customers should never have to ask.” said Professor Mark K. Smith, Group CEO of ContactEngine. “We are delighted to see ContactEngine recognized by Gartner as a Sample Vendor, which we believe reinforces our value to our clients. We will continue to work to keep ContactEngine evolving, improving, and at the cutting-edge of AI.”
ContactEngine enables clients to engage with its customers through proactive, objective-driven, automated conversation across all communication channels. It is used by brands in telecommunications, utilities, financial services, auto, and retail including British Gas, BT, DHL, Sky, TELUS, Verizon, Virgin Media, and Whirlpool.
Gartner, “Hype Cycle for Customer Service and Support Technologies, 2020”, Drew Kraus, 5 August 2020.
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