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This Ovum Interactive Decision Matrix provides a feature-by-feature analysis of the leading customer engagement platform vendors and enables clients to create a customized ranking of products based on their own requirements. This tool covers the solutions of 10 vendors: Adobe, BPM’online, NGData, Oracle, Pegasysems, Salesforce, SAP, SugarCRM, TTEC, and Usermind.


  • The detailed features and functionality of customer engagement platform solutions are grouped into the following areas: real-time customer orchestration, functional support, interaction intelligence tools, security and compliance, unified customer data management, and cloud infrastructure and integration.

Features and Benefits

  • Provides organizations with a customized ranking of products based on their specific requirements.
  • Assesses the core component functionalities per customer engagement platform.

Key questions answered

  • What are the product functionalities and product scores for each customer engagement platform vendor?
  • How does each customer engagement platform vendor match my enterprise requirements?

Table of contents


  • Introduction
  • Download 1: Ovum Interactive Decision Matrix: Customer Engagement Platforms, 2018–19