Market Perspectives

Precisely Is a Vendor of Merit in Customer Experience Management

Posted by Ventana Research on Feb 28, 2023 5:00:00 AM

We are happy to share some insights about Precisely drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

In all of our Value Indexes, we utilize a structured research methodology built on evaluation categories designed to reflect real-world criteria and derived from RFP responses and a VR_VI_CXM_Logo-3vendor selection process for analytics and business intelligence. We evaluated Precisely and 21 other vendors in seven categories, five relevant to the product — Adaptability, Capability, Manageability, Reliability and Usability — and two related to the vendor — TCO/ROI and Vendor Validation. To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our Benchmark Research on Customer Experience (CX).

Precisely is a provider of data management tools along with what it calls a customer communication platform. It was categorized as a Vendor of Merit, ranking 22nd overall in this Value Index evaluation. Ventana_Research_Value_Index_CXM_2022_Precisely-1Precisely performed best in TCO/ROI, ranking 16th.

EngageOne RapidCX is more of a data platform melded with a communications engine than a full-fledged customer experience management (CXM or CEM) suite. It acts like a customer data platform and as a clearinghouse for all customer information while and helping automate an organization’s communications. The company describes it as purpose-built for data-intensive companies operating in highly regulated industries. The platform has more utility in the hands of IT and data management professionals than line-of-business CX users.

To accurately position this as a CXM suite and improve its Product Experience ranking, Precisely needs to implement significant features for customer journey automation, customer interaction analytics, segment creation, preference management and personalization, and workflow development for non-IT professionals.

This assessment was based on Precisely’s CXM products available in November of 2022.

Precisely, like all vendors in this space, should continue working towards a holistic, integrated CX platform that addresses the needs of users across the enterprise. Connecting workflows from marketing, sales and service teams should be a key priority.

This research-based index is the most comprehensive assessment of the value of CXM software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.

Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management, Field Service, customer service and support

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Written by Ventana Research

Ventana Research is the most authoritative and respected market research and advisory services firm focused on improving business outcomes through optimal use of people, processes, information and technology. Since our beginning, our goal has been to provide insight and expert guidance on mainstream and disruptive technologies. In short, we want to help you become smarter and find the most relevant technology to accelerate your organization's goals.