Omdia is a proud advocate of the business benefits derived through technology. Customer engagement platforms are at the forefront of realizing benefits to businesses and government organizations across the globe. The Omdia Universe report is not intended to advocate an individual vendor but rather to guide and inform the selection process to ensure all relevant options are considered and evaluated efficiently. Using formal selection criteria, Omdia picks the leading solutions in the market for comparison, so inclusion in the Universe is in itself an accolade. Using in-depth reviews on TrustRadius to derive insights about the customer experience together with the analyst’s knowledge of the market, the report findings gravitate toward the customer’s perspective and likely requirements. The focus is on those of a medium-to-large multinational enterprise (5,000-plus employees). Typically, deployments are considered across the CPG (consumer packaged goods), financial services, manufacturing, retail, TMT (technology, media, and telecoms), and government sectors globally.