ContactEngine Listed as a Sample Vendor in Gartner Hype Cycle for Customer Service and Support Technologies 2020

September 1, 20203min

ContactEngine, a leading provider of proactive conversational AI and a UKCXA Winner, has 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 recognised in the Proactive Communications Applications and Services category among eight other vendors and according to the Gartner’s report: “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 personalised and/or two-way customer service communications and transaction completion.”

“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.”

Professor Mark K. Smith, Group CEO of ContactEngine said: “ContactEngine was founded with the sole purpose to provide proactive, intelligent customer service, because we believe that customers should never have to ask.”

“We are delighted to see ContactEngine recognised 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.


CXM Editorial Team

CXM Editorial Team

Published for all CX professionals, the digital Customer Experience Magazine is packed full of industry news, blogs, features, video bites and international stories all focusing on customer experience. CXM will help you learn what makes an outstanding customer experience that wins both awards and the hearts of customers. And sometimes we share some cool music as well.




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