Omnichannel Customer Acquisition 2.0: Vendor Spectrum (Part 2)

by Jean-Marie Ubigau,  Bob Meara, September 6, 2016
Product Trends/ Reviews
Global

Abstract

In a previous report, Omnichannel Customer Acquisition 2.0: What is it and How to Get There (Part 1), Celent defined omnichannel customer acquisition 2.0, provided case studies of early mover banks and provided a vendor landscape of solutions to help institutions improve customer acquisition effectiveness. In Omnichannel Customer Acquisition 2.0: Vendor Spectrum (Part 2), Celent compares five omnichannel customer acquisition solutions. These applications provide a quick path to omnichannel customer acquisition without the need to rip and replace legacy channel or core systems. Comparisons are based on vendor-supplied information for solutions available in June 2016. Nine vendors were invited to participate in this research.

“Historically, branches have been banks’ sales engine, while self-service channels have been all about low-cost and convenient transactions”, says Bob Meara, senior analyst and coauthor of the report. “Banks are now seeking to leverage their digital investments for additional sales growth.”

This report begins by defining “omnichannel customer acquisition,” a term that has grown increasingly ambiguous over the past several years. The report then outlines solution considerations and inventories solution capabilities that have or are becoming commonplace. The vendor landscape is then examined, followed by Celent’s ABCD analysis. Profiles for each of the five participating vendors conclude the report.

This 42-page report contains 25 figures and 18 tables.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

Customer Acquisition 2.0

4

 

Solution Trends and Considerations

7

Feature Inventory

9

 

Vendor Taxonomy

12

Celent’s ABCD Vendor View

15

 

XCelent Technology and XCelent Functionality

16

 

XCelent Customer Base and XCelent Service

23

Vendor Profiles

26

 

Avoka

27

 

Bottomline Technologies

30

 

FIS

33

 

Gro Solutions

36

 

Lexmark

40

Leveraging Celent’s Expertise

44

 

Support for Financial Institutions

44

 

Support for Vendors

44

Related Celent Research

45

Sign in to download reports and access personalized information