Precisely has been named a Major Player in the IDC MarketScape: Worldwide Intelligent Customer Communication Management 2026 Vendor Assessment. It was one of 13 vendors evaluated, and IDC assessed its EngageOne RapidCX product.
IDC pointed to three strengths: AI agent strategy, data integrity and personalisation, and privacy and compliance. On AI, EngageOne RapidCX agents run on Amazon Bedrock foundation models. The agents recommend actions, but teams approve or reject every recommendation, and audit trails log how AI contributed to each communication. Customer-selectable model switching per agent is on the road map for the second half of 2026.
Precisely recently added four governed agents to the set: Communication Builder, Compliance Risk Scoring, PII Masking Insight and Intelligent Archive Search. Each is opt-in and keeps the human-approval model, which nearly doubles the number of prebuilt agents the product offers.
On data, IDC noted that Precisely can ground personalisation in verified and enriched customer data from its wider data management portfolio, delivered today through MCP and API integration with tighter integration planned. On compliance, the platform supports GDPR, CCPA and LGPD initiatives and holds ISO 27001, SOC 2 Type II and PCI DSS (for applicable environments) certifications.
Amy Machado, research managing director at IDC, said: “As organisations evaluate AI for customer communications, explainability, oversight, and compliance remain critical requirements, particularly in regulated industries.”
Allan Christian, general manager of Engage at Precisely, said: “Regulated organisations need to move faster without compromising control. That’s particularly important in customer communications, where every message needs to be accurate, compliant and accountable.” He said AI in the product is optional and people approve the results before anything moves forward.
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