At Observe.AI, we are excited to announce our placement on the 2025 CMP Research Prism, an elite technology assessment framework developed by CMP Research, the advisory and research branch of Customer Management Practice (CMP) for customer analytics. Following our recognition as a “Pioneering” provider in CMP’s Real-Time Agent Assist & Co-Pilot Report last year, this respected technology framework again highlights Observe.AI as a "Leading" provider in the area of Customer Analytics and Insights.
In this report, CMP Research evaluated 15 solutions providers across ten key technology investment criteria, including pricing, security, and accuracy of AI models. Their comprehensive methodology, results and individual vendor analyses captured in the report provide customer contact and customer experience (CX) leaders with insights to make confident technology investments in the rapidly evolving space of customer analytics and insights tools.
Harnessing Conversational Intelligence to Uncover Critical Insights
The core of our recognition lies in the transformative impact of conversational intelligence and AI on customer experience. As businesses strive to stay ahead of customer expectations, uncovering voice of customer (VOC) insights from every interaction is paramount. With our advanced AI-powered platform, Observe.AI analyzes over 4 billion customer interactions annually across all conversational channels to deliver quantified insights that allow data-driven decisions to be made in a timely and impactful manner. By providing a granular understanding of customer issues, sentiment, and trend directionality at scale, contact center leaders are able to proactively take measures to address issues in real-time, optimize agent performance, and refine strategies to proactively meet customer needs.
Enhancing Human and AI Agent Performance with Data-Driven Insights
Another key differentiator is Observe.AI’s ability to support both human and AI agents on a single unified platform. This means that by continuously analyzing customer-agent interactions, our platform can quickly highlight opportunities for improvement in live agent performance or real-time assistance, while also informing AI agents to shape their interactive capabilities using data from top performing human agents. In turn, we are able to further synthesize unstructured data stemming from AI agent conversations to enrich our data analysis and insight extraction.
As the complexity of customer interactions continue to grow, Observe.AI’s end-to-end solution allows contact centers to leverage enormous amounts of interaction data to uncover insights and confidently scale – enabling teams to optimize agent performance, improve CX outcomes, and drive long-term success. From quality assurance (QA) automation to enhancing performance and productivity with data-driven insights, our comprehensive suite of tools can meet the full range of contact center needs.
Get Your Own Copy of the CMP Research Prism Report
To learn more about our comprehensive platform and why we are recognized as a leader in the space, we invite you to download the full report. Our team is ready to walk you through the insights and discuss how Observe.AI can help elevate your contact center operations.
