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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.
  • 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.
  • 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.
  • PEAK Matrix®

    Sep. 16, 2025
    The global CXM services market is advancing significantly across the Americas, APAC, and EMEA, towards AI-native execution, driven by agentic AI and generative AI moving into production. Enterprises are increasingly investing in intelligent systems, particularly those powered by AI, to anticipate customer needs and act on them. At the same time, many enterprises have advanced some gen AI use cases from experimental pilots into full-scale production, enabling transformative applications such as dynamic content creation, real-time agent assistance, and proactive customer engagement. CXM service providers are evolving into sophisticated orchestrators, blending advanced AI technologies with deep process expertise, industry domain knowledge, and consulting capabilities. This evolution is reinforced by strategic ecosystem partnerships with leading technology providers that enhance differentiation and deliver measurable business impact. As a result, CXM is no longer viewed as a supporting function but as both a growth accelerator and a resilience pillar for enterprises striving to attract, retain, and delight customers in an increasingly competitive marketplace. In this research, we assess 61 CXM service providers worldwide featured across 4 CXM Services PEAK Matrix® Assessments and evaluate their market success and vision and capabilities. Each provider profile offers a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies.
  • PEAK Matrix®

    Sep. 11, 2025
    Enterprises across industries are adopting Communication Platform-as-a-service (CPaaS) to embed real-time communication within products, workflows, and customer journeys. Cloud APIs and SDKs let organizations deliver voice, messaging, video, email, and verification inside applications without operating telecom infrastructure, enabling consistent omnichannel experiences across mobile, web, and social channels. As adoption scales, platforms are moving beyond foundational APIs to offer prebuilt CRM and contact center integrations, real-time analytics, and AI capabilities (for example, conversational bots, intelligent routing, and speech analytics). Trends such as chat-led engagement (e.g., WhatsApp, RCS, and WeChat), richer messaging, fraud detection capabilities, and generative AI are elevating expectations for global coverage, intelligent automation, and secure, reliable delivery. The CPaaS PEAK Matrix® Assessment 2025 compares 12 vendors and classifies them as Leaders, Major Contenders, or Aspirants based on market impact and vision and capability. It assesses the strengths and limitations of these providers across their capabilities and offerings. The report helps enterprises identify the right-fit provider for their needs and enables providers to benchmark themselves against the competition.
  • PEAK Matrix®

    Aug. 21, 2025
    The Contact Center-as-a-Service (CCaaS) market has experienced rapid growth, as enterprises increasingly adopt and expand CCaaS solutions to differentiate their customer experience through cloud-native, AI-powered platforms. Technology providers are also accelerating AI integration in their offerings through innovation and strategic partnerships, moving toward end-to-end AI-automated customer interactions and enabling agentic automation capabilities. The competitive landscape has intensified with the entry of new players, as providers seek to differentiate themselves through vertical specialization or customized capabilities. In this report, we evaluate 19 CCaaS technology providers featured on Everest Group’s PEAK Matrix® 2025 based on their strengths and limitations of their capabilities and offerings. This report helps enterprises identify the right-fit technology provider for their needs and enables technology providers to benchmark themselves against the competition.
  • Thematic Report

    Aug. 20, 2025
    As Workforce Management (WFM) evolves into a strategic, cross-functional capability, leading providers deliver advanced solutions to help contact centers improve Customer Experience (CX), boost employee engagement, and enhance operational efficiency. This report evaluates 15 technology providers offering advanced WFM solutions tailored for contact center operations. Providers were assessed across four key dimensions: technology and functional capabilities, market presence and business impact, usability and employee experience, and process coverage and industry applicability. The report outlines each provider’s market presence, industry focus, and client base. It also highlights both existing and planned capabilities, including key differentiators such as AI-driven forecasting, flexible scheduling, predictive analytics, real-time adherence, and employee engagement tools. Additionally, the report provides actionable insights for enterprises aiming to elevate their workforce management strategies and align operational, HR, and customer-facing functions effectively.
  • Viewpoint

    June 30, 2025
    Integrated services is a unified approach to sales services, trust and safety, and CXM across functions and channels, creating a cohesive, high-performing customer ecosystem. This approach promotes collaboration, encourages data sharing, breaks down silos, and improves both decision-making and customer experiences. By fostering synergies throughout the customer journey, integrated services enable cross-team collaboration during both pre- and post-sales phases. This allows enterprises to build meaningful relationships, uncover hidden insights, and exceed customer expectations, all of which are vital components for sustained success. In today’s fast-paced and competitive digital marketplace, meeting rising customer expectations is essential to staying relevant. Integrated services facilitate this shift by anticipating customer needs, uncovering new sales opportunities, and cultivating trust and loyalty.  This Viewpoint explores an integrated framework’s components and benefits, discusses key opportunities for synergies across services, and examines providers’ role in driving enterprise adoption. It emphasizes integrated services’ importance in enabling enterprises to continuously innovate, adapt to new trends, and capitalize on emerging opportunities, ensuring they remain relevant and resilient in an ever-evolving market.