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How to Use This Report

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.

Appendix

Further Reading
ICT Enterprise Insights 2020-21 – Global ICT Drivers and Technology Priorities, September, 2020

The Gravitational Laws of Customer Experience, June 2020

The Evolution of Account-Based Marketing to Account-Based Engagement in B2B Enterprises, March, 2019

Heskett, J.L., Sasser W.E. Jr., Schlesinger, L.A., The Service Profit Chain, Free Press, New York, 1997

Copyright Notice and Disclaimer
The Omdia research, data and information referenced herein (the “Omdia Materials”) are the copyrighted property of Informa Tech and its subsidiaries or affiliates (together “Informa Tech”) and represent data, research, opinions or viewpoints published by Informa Tech, and are not representations of fact.

The Omdia Materials reflect information and opinions from the original publication date and not from the date of this document. The information and opinions expressed in the Omdia Materials are subject to change without notice and Informa Tech does not have any duty or responsibility to update the Omdia Materials or this publication as a result.

Omdia Materials are delivered on an “as-is” and “as-available” basis. No representation or warranty, express or implied, is made as to the fairness, accuracy, completeness or correctness of the information, opinions and conclusions contained in Omdia Materials.

To the maximum extent permitted by law, Informa Tech and its affiliates, officers, directors, employees and agents, disclaim any liability (including, without limitation, any liability arising from fault or negligence) as to the accuracy or completeness or use of the Omdia Materials. Informa Tech will not, under any circumstance whatsoever, be liable for any trading, investment, commercial or other decisions based on or made in reliance of the Omdia Materials

Methodology

Omdia Universe
The process of writing a Universe is time consuming:

Omdia analysts perform an in-depth review of the market using Omdia’s market forecasting data and Omdia’s ICT Enterprise Insights survey data.
Omdia creates a matrix of capabilities, attributes, and features that it considers to be important now and in the next 12–18 months for the market.
Vendors are interviewed and provide in-depth briefings on their current solutions and future plans.
Analysts supplement these briefings with other information obtained from industry events and user conferences.
The Universe is peer reviewed by other Omdia analysts before being proofread by a team of dedicated editors.

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about the Author

Gabriel Brown

Principal Analyst, Heavy Reading

Gabriel leads mobile network research for Heavy Reading. Starting from a system architecture perspective, his coverage area includes RAN, core, and service-layer platforms. Key research topics include 5G, LTE Advanced, virtual RAN, software-based mobile core, and the application of cloud technologies to mobile networking.

Gabriel has more than 15 years’ experience as a mobile network analyst. Prior to joining Heavy Reading, he was Chief Analyst for Light Reading’s Insider research service; before that, he was editor of IP Wireline and Wireless Week at London’s Euromoney Institutional Investor.