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  • NEW
    Provider Compendium

    Nov. 12, 2025
    Conversational AI (CAI) and AI agents are transforming enterprise-customer engagement, evolving from scripted chatbots to intelligent, autonomous systems capable of real-time, human-like interaction. This shift is driven by rapid advances in voice AI, multimodal interfaces, and large language models that enable contextual understanding and dynamic task execution. As these technologies scale, enterprises are embedding AI across a wider range of customer-facing functions – from handling service requests to automating complex tasks such as refunds and appointment scheduling. This compendium provides comprehensive and fact-based snapshots of 22 CAI and AI agent technology providers and offers insightful analysis of their capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities.
  • Provider Compendium

    Nov. 07, 2025
    Enterprises are increasingly adopting cloud-based communication platforms to integrate messaging, voice, video, and other interaction channels into business processes without heavy infrastructure investments. Communication Platform-as-a-Service (CPaaS) solutions enable scalable, programmable communication capabilities through APIs, SDKs, and low-code frameworks, thus supporting diverse use cases across marketing, customer service, and operations. As the market matures, providers are transitioning from core communication enablement to comprehensive, AI-powered engagement platforms that combine analytics, orchestration, and automation. Emerging differentiators include conversational AI, sentiment analysis, generative AI-driven bots, and integration with enterprise systems such as CRM and ITSM platforms. This compendium profiles nine leading CPaaS providers, detailing their capabilities, offerings, commercial models, and partnerships. The analysis draws on Everest Group’s annual RFI process (CY2025), provider briefings, and client references. Stakeholders can use this report to compare provider maturity, compare innovation roadmaps, and guide partner selection for communication modernization initiatives.
  • PEAK Matrix®

    Nov. 04, 2025
    Outsourced sales services are entering a new phase as AI and elevated buyer expectations reshape how pipelines are built and revenue is sustained. Providers are moving from fragmented toolsets to connected systems that integrate forecasting, lead capture, customer data, analytics, and sales support. Agentic AI is gaining traction, enabling autonomous execution of tasks such as targeted outreach, qualification, and CRM updates while keeping human oversight central to decision-making and governance. Simultaneously, tightening regulations are raising the bar on data quality and transparent operations. The market continues to expand worldwide, with North America and APAC standing as the largest regions for sales outsourcing, driven by enterprise demand for scalable growth and outcome-driven engagement models. The report details how enterprises are prioritizing partners that can demonstrate measurable revenue impact and align with strategic objectives. It explores the pivot from high-volume outreach to precision, intent-led engagement; the adoption of revenue operations models; and the increasing role of digital commerce and marketplaces in converting interest to purchase. Buyers will see how providers differentiate through compliance-by-design, automation, and flexible, outcome-based commercial models that share risks and accelerate value realization. In this report, we analyze 24 B2B and 14 B2C sales service providers’ capabilities across industries globally. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.
  • Provider Compendium

    Nov. 03, 2025
    Customer Experience Management (CXM) is entering a new evolutionary phase – one defined by AI-native execution. This report explores how leading providers are responding to a rapidly shifting market where intelligent systems can not only predict customer behaviors but also act autonomously through agentic AI. Generative AI has become operational at scale, powering real-time assistance, dynamic content generation, and increasingly proactive customer engagement models. These advances are prompting providers to reposition themselves as technology, talent, and strategy orchestrators – often through ecosystem partnerships that enable faster innovation and measurable value. The compendium profiles 56 providers worldwide, detailing their capabilities, strategic investments, geographic coverage, and differentiation areas. Enterprises will find insights on emerging delivery models, investment priorities, and regional trends. The report will enable providers to benchmark their capabilities against their peers, while CXM services buyers will be able to assess the providers based on the desired set of capabilities.
  • Thematic Report

    Nov. 03, 2025
    Enterprises are increasingly turning to Order Management System (OMS) platforms to manage rising omnichannel commerce complexities. This report explores how modern OMS solutions have evolved from transactional tools into strategic orchestration engines, enabling enterprises to handle dynamic fulfillment, manage inventory visibility, and deliver consistent customer experiences across physical and digital touchpoints. The study highlights how OMS is becoming a critical agility, customer satisfaction, and operational efficiency enabler, especially in response to surging demand across B2B, D2C, and marketplace channels. Key market trends include the shift toward cloud-native, API-first architectures and AI integration for intelligent promise management, order routing, and proactive issue resolution. As OMS platforms increasingly embed sustainability metrics into fulfillment logic, ESG compliance is also gaining prominence. However, enterprises continue to face challenges in scalability, legacy integration, and order orchestration. The report outlines these challenges and provides insights into the future direction of OMS platforms, including composable architectures, autonomous order handling, and agentic AI adoption.
  • Thematic Report

    Oct. 31, 2025
    Traditionally seen as transactional and compliance-driven, collections are now evolving into a strategic Customer Experience Management (CXM) function that balances debt recovery with Customer Experiences (CXs). As rising delinquency rates, economic uncertainties, and regulatory scrutiny reshape the collections landscape, enterprises are shifting to a model that embeds empathy, AI, and automation into every interaction. Collections of the future emphasize proactive, AI-supported omnichannel outreach, personalized repayment journeys, and data-driven strategies that enhance customer trust and operational performance. This report explores how technology, including AI-powered analytics, generative AI-based assistants, voice sentiment analysis, and cloud-native platforms, transforms collections into a CX-enhancing capability. It also highlights how leading CXM providers are enabling this shift through omnichannel solutions and specialized platforms. Enterprises can use this report to assess current maturity of their collections processes, overcome key adoption barriers, and implement a roadmap to accelerate their transition to Collections 2.0
  • Thematic Report

    Oct. 31, 2025
    As Customer Experience (CX) becomes a strategic priority across industries, Global System Integrators (GSIs) are emerging as key partners driving enterprise-wide CX transformation. This report explores how GSIs are evolving from technology implementers to strategic orchestrators integrating cloud, AI, data, and design to deliver seamless, end-to-end CXs. Enterprises increasingly rely on GSIs to unify fragmented CX ecosystems, modernize legacy platforms, and operationalize AI responsibly across customer touchpoints. Leading GSIs combine consulting expertise, platform engineering, and managed CX services to align experience strategy with technology execution while maintaining compliance and governance at scale. The report evaluates 12 GSIs based on their CX capabilities, innovation focus, ecosystem partnerships, and delivery approaches. It highlights their differentiators across CX strategy and design, platform and data integration, AI and analytics, managed CX, CX-as-a-service, and security and compliance. The analysis provides actionable insights for enterprises seeking to identify suitable partners for scalable, AI-ready CX transformation.
  • Viewpoint

    Oct. 09, 2025
    The retail industry is at an inflection point, shaped by rapidly evolving customer expectations, omnichannel complexity, and mounting competitive pressures. This Viewpoint explores the need for retail enterprises to embrace comprehensive, AI-driven transformation of their customer experience (CX) strategy through an end-to-end CX approach. It focuses on the cohesive orchestration of traditionally siloed business functions, such as merchandising, marketing, sales, and supply chain, to deliver frictionless, consistent, and emotionally resonant experiences across both digital and physical touchpoints. The report highlights key enablers of this transformation, including an integrated CX technology architecture that unifies data across channels, a dynamic KPI framework to measure both experience and business impact, and a representative 360-degree customer insights dashboard for retail enterprises. It also underscores the strategic role of CXM providers and ecosystem partnerships in empowering retailers through innovative engagement models, AI-led personalization, and operational excellence that bridges human empathy with automation. Additionally, it outlines key factors to consider when selecting the right CXM partner. Ultimately, this Viewpoint presents a roadmap for retail enterprises to move beyond isolated experience enhancements toward a connected and intelligent customer ecosystem, where every interaction is optimized for value, empathy, and agility.
  • Provider Compendium

    Oct. 09, 2025
    Enterprises are moving from point solutions to scalable cloud contact centers to improve resilience, speed, and customer outcomes. Contact Center-as-a-Service (CCaaS) platforms deliver core capabilities for omnichannel interaction management, including Automatic Call Distribution (ACD), IVR and self-service, workforce optimization with forecasting and scheduling, and analytics for performance and quality. Providers address diverse regulatory, localization, and integration needs across geographies and industries. As AI integration accelerates, providers are evolving from basic cloud contact center tooling to end-to-end experience platforms powered by agent assist and autonomous agents. This compendium profiles 19 providers, detailing their capabilities, offerings, commercial models, and partnerships. The analysis is supported by Everest Group’s annual RFI process (CY2024-25), provider interactions, and client references. Stakeholders can use the analysis to align provider shortlists with operating models, compliance needs, and transformation roadmaps.
  • PEAK Matrix®

    Sep. 30, 2025
    Conversational AI is transforming enterprise-customer interactions, evolving beyond legacy scripted chatbots and IVR systems to deliver intelligent, contextually aware experiences. With rising enterprise investments in voice AI, organizations are enabling natural, human-like conversations that reflect tone, cadence, and emotion, while autonomous AI agents are independently handling end-to-end tasks such as scheduling, refunds, and knowledge curation. The rapid maturation of large language models is driving these advances, empowering AI systems with stronger comprehension, multi-turn dialogue management, and adaptability across languages, industries, and use cases. Simultaneously, AI-driven copilots are augmenting live agents by surfacing contextual insights, recommending next actions, and automating post-interaction tasks to improve both customer and employee experiences. In this report, Everest Group assesses 26 conversational AI and AI agent providers, categorizing them as Leaders, Major Contenders, and Aspirants based on their market impact and delivery capabilities. Star Performers are also identified, recognizing providers that have shown exceptional year-over-year improvement. This research helps enterprises identify the right-fit partners for their transformation journeys and enables providers to benchmark their offerings against peers.