The Forrester Wave™: Sales Engagement Platforms, Q3 2022
Outreach focuses on account executives, AI, and automation to close the sales execution gap. Outreach aims to help organizations deliver efficient, predictable growth by building sales execution workflows that leverage automation and AI across the sales cycle, from prospecting to deal management to forecasting. Its commercial model focuses on “jobs to be done” offerings with role-based pricing that expands its target audience beyond the business development rep role. Outreach continues to execute on its superior product vision to be the AI-based sales execution engine instrumenting seller execution workflows. It uses real-time natural language processing and machine learning across the deal cycle to generate insights and guide users to take proactive actions, reduce risk, and maximize upside.
Outreach has taken its conversation intelligence capabilities to the next level by using its sales engagement expertise to build a product that aligns with customers’ use cases. Outreach’s most notable gap is with mobile; it is one of the few vendors that does not have a mobile app. This is becoming more important as sellers start to visit customers again. It is also worth noting that, although Outreach commits to 99.9% uptime and having service-level agreements (SLAs) in place, the average response and resolve time for customer support tickets is longer than average. Reference customers were neutral for Outreach. Although they weren’t planning to change vendors, they struggle with reporting and complex custom workflows. Outreach is a great fit for organizations looking for a single pane of glass with an extensive array of complementary integrations and AI capabilities for sales engagement, execution, and optimization.