Feature Release:

Engage Hub launches new analytics tool to help enterprises optimise the interactions they automate across the customer journey.

London, 21st August, 2017 – Engage Hub, a cross-channel customer engagement platform, today announces that it has added significant customer engagement capabilities to its pioneering platform. New product capabilities added to the platform include the addition of Touchpoint Tracker, a visual analytics tool that enables users to unlock customer data to highlight which channels, interactions and services are eliciting the highest levels of customer engagement.

Engage Hub enables organisations to deliver better customer experiences through the intelligent orchestration of SMS, MMS, web, emailvoice, push notifications, Facebook Messenger and more. This latest addition to the platform provides a holistic view of the entire customer base and how customers interact with businesses at various stages. The benefits are twofold; users are now able to improve the customer experience by detecting which interactions are most effective and which touchpoint sequences can be improved, and secondly, reduce operational costs by only sending communications via the most relevant channel.

The second enhancement comes from the introduction of improved drag and drop functionality in Synapse, the logic-driven, real-time interaction engine. Ray Tierney, CEO of Engage Hub, comments: “Synapse has and will always be the our platform’s main differentiator. Its ability to intelligently process a huge volume of interactions has been the reason we win such large contracts, so as you can imagine, the improvements to the functionality and usability, will really excite our existing customers and prospects.”

In addition to the improvements made to Synapse and addition of Touchpoint Tracker to the platform, Engage Hub has also added WeChat support to complement its extensive portfolio of communication channels. In the fourth quarter of 2016, the online social service had 889 million monthly subscribers which represents a substantial and growing segment of the world’s population looking to communicate with friends and businesses via an extra channel. Xavier Legrand, Senior Product Manager, added: “WeChat is a great addition to our portfolio of channels, complementary to Facebook Messenger and something our international customers are keen to incorporate into their cross-channel communications programmes.”

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About Engage Hub

Engage Hub’s cross-channel customer engagement platform enables organisations to deliver better customer experiences through SMS, MMS, web, email, voice, push notifications, Facebook Messenger and more. From customer services to marketing, Engage Hub gives businesses centralised control over all channels, simplifying the process of engaging customers with intelligently targeted, interactive communications.

Headquartered in London and with offices throughout Europe, Asia and The Americas, Engage Hub’s platform is used by some of the world’s most successful enterprises, including, Sainsbury’s, MBNA, Hermes, Experian and Telefonica to communicate effectively with customers.