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.

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.

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.

Enterprises increasingly value delivering high-quality Customer Experience (CX) through adaptable, scalable, and integrated cloud-based platforms. Contact Center-as-a-Service (CCaaS) systems connect seamlessly with CRM platforms, cloud data solutions, enterprise resource planning, IT service management, and automation tools, becoming foundational for modern CX strategies. Generative AI has further reshaped the CCaaS space, sparking advances in agent-assist technology, knowledge management, workforce optimization, and quality control. Additionally, many providers are aligning their CCaaS and unified communications-as-a-service solutions into cohesive business communication platforms. Additionally, CCaaS providers are strategically partnering with conversational AI, workforce management, and CRM providers, which allows them to expand their CXM capabilities through various integrated solutions. This compendium provides comprehensive and fact-based snapshots of 18 CCaaS technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix® and insightfully analyzes its capabilities. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we evaluate 18 CCaaS solution providers on their: Company overview Market adoption and capabilities Recent investments and announcements Client portfolio mix Product overview, features and functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Commercial models Key partnerships Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Conversational Artificial Intelligence (AI) is a network of advanced technologies and solutions that communicate with each other to share information across systems in a contact center environment. Since the pandemic, the use of conversational AI solutions has grown significantly worldwide. Enterprises are increasingly adopting these solutions to provide superior customer experience, drive customer acquisition, and create market differentiation. Technology advances and themes such as omnichannel deployment, agent-assist, multi-language support, tracking of customer journeys, enhanced AI capabilities, demand for self-serve solutions, and personalized customer experience are further driving their adoption. Conversational AI providers can tap into this opportunity by improving product capabilities to drive wide-scale conversational AI adoption. With the growing impact of conversational AI platforms, it is vital for enterprises to choose solutions that meet their current business requirements and accommodate future needs. This compendium provides comprehensive profiles of 26 leading conversational AI technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix® and offers an insightful analysis of its capabilities. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we evaluate 26 conversational AI solutions providers and provide the following provider-specific details: Company overview Market adoption & capability overview Recent investments & announcements Client portfolio mix Product overview FTEs by locations Product features & functionalities and key enhancements Capabilities across PEAK Matrix® dimensions Key strengths & limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI is an ecosystem of advanced technologies and solutions that work in an integrated fashion by interacting with each other and sharing information across systems. Businesses globally are realizing the importance of conversational AI solutions to serve customers across different channels and meet enterprise expectations, especially during peak demand and to support internal processes such as HR support, IT helpdesk, sales, F&A, and marketing. Here lies a huge market opportunity for conversational AI vendors to cater to this surging market demand, while continuously improving capabilities to make their products more powerful, comprehensive, and amenable for wide-scale adoption. As the impact of conversational AI platforms keeps increasing, it becomes crucial to select solutions that can meet present objectives while possessing the capability to accommodate any future demands. In this report, we feature detailed profiles of 20 leading conversational AI technology vendors’ offerings and capabilities, which will help existing and potential conversational AI buyers assess the vendors on the capabilities they desire. Scope This report covers the following conversational AI technology vendors: [24]7.ai, Aivo, Amelia, Artificial Solutions, Avaamo, CM, Cognigy, Creative Virtual, Druid, E-bot7, Eudata, Haptik, Laiye, HCL DRYiCE, Kore.ai, Omilia, OneReach.ai, Rul.ai, ValueFirst and Yellow.ai Geography: global Industry: Conversational AI Contents This report provides key stakeholders a snapshot of 20 leading conversational AI technology vendors’ offerings and capabilities. It also allows technology vendors to compare their offerings, capabilities, and areas of strength & limitations with other vendors in the marketplace. Each technology vendor profile includes the following details: Company overview Market adoption & capability overview Recent deals & announcements Conversational AI volume portfolio mix Product overview FTE split by locations Product features & functionalities and key enhancements Measure of capabilities across PEAK Matrix® dimensions Key strengths & limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management