Forrester

Why Read This Report

In 2009, Forrester identified opportunities for contact center infrastructure and operations professionals (I&O) to use proactive customer communications to reduce costs for incoming calls by sending outbound messages of interest to customers to the devices of their choice. Entering 2012, these solutions have added a number of new capabilities such as more in-depth reporting, tighter contact center integration, and the use of more capable mobile devices to improve the user experience. Because the industry is more mature, I&O professionals can now seek solution providers that are more experienced in what transactions make sense in their industry. Unlike automated messages that intrude rather than inform, proactive notification systems identify areas that customers find important, such as account changes, alerts, or time-sensitive offers, and then send notifications to them via the media of their choice.