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ContactEngine listed as a Sample Vendor in Gartner Hype Cycle for Customer Service and Support Technologies, 2020

Gartner Sample Vendor 1440X864

ContactEngine was recognized among eight other vendors in the category of Proactive Communications Applications and Services

London and Washington, D.C. - 26th August 2020 ContactEngine, a leading provider of proactive conversational AI, has today announced that it has been identified as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2020 report.

ContactEngine was named in the Proactive Communications Applications and Services category. According to the Gartner Hype Cycle for Customer Service and Support Technologies, 2020, "Companies looking to differentiate by using innovative customer service technologies to strengthen customer loyalty, as well as looking to extend the capabilities of their customer engagement strategies while reducing customer service head count, should investigate proactive communications applications and services.”

In the Hype Cycle for Customer Service and Support Technologies, 2020 report, Gartner states “As consumers are increasingly web-and mobile-savvy, they expect their preferred providers to ‘know’ them and to anticipate their needs. Proactive communications applications and services extend beyond simple mass alerting and notification interactions to provide avenues for personalized and/or two-way customer service communications and transaction completion.” Further, “during the next five years, these applications and services will become more common and less of a differentiator, but their associated cost savings will help increase adoption by companies fitting the ‘mainstream’ and ‘late adopter’ profiles of technology adoption.”

“ContactEngine was founded with the sole purpose to provide proactive, intelligent customer service, because we believe that customers should never have to ask." said Professor Mark K. Smith, Group CEO of ContactEngine. "We are delighted to see ContactEngine recognized by Gartner as a Sample Vendor, which we believe reinforces our value to our clients. We will continue to work to keep ContactEngine evolving, improving, and at the cutting-edge of AI."

ContactEngine enables clients to engage with its customers through proactive, objective-driven, automated conversation across all communication channels. It is used by brands in telecommunications, utilities, financial services, auto, and retail including British Gas, BT, DHL, Sky, TELUS, Verizon, Virgin Media, and Whirlpool.

Gartner, “Hype Cycle for Customer Service and Support Technologies, 2020”, Drew Kraus, 5 August 2020.

Gartner Disclaimer:

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


About ContactEngine

ContactEngine is a Conversational AI technology that enables brands to proactively engage customers in conversations that fulfil business objectives. ContactEngine automates outbound customer engagement across all channels and generates unique insights into the changing patterns of communication by applying demographic and intent analysis, linguistics, and ground-breaking artificial intelligence principles to mass volumes of raw data. ContactEngine transforms the way global brands engage with their customers – saving brands millions and making their customers happier. For more information about ContactEngine, please visit

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