CMP Research Prism
Empower Strategic Decision-making
Cut through the noise of the technology landscape to empower strategic decision-making and drive success.
Navigating the Marketplace With Ease
Streamline technology selection processes to save time and resources while navigating the marketplace with ease.
Invest in the Most Effective Solutions for Your Enterprise Priorities
Leverage in-depth insights to make informed decisions and secure the most effective solutions.
Refreshed: July 2025
The refreshed CMP Research Prism evaluated 12 real-time agent assist/copilot solution providers and segmented them into 5 categories: pioneering, leading, core performing, up & coming and emerging using analyst analysis, user feedback and marketplace data across 10 criteria.
Published: January 2025
The Prism for Customer Analytics evaluated 15 solution providers and showcases a comprehensive overview of each solution provider, helping businesses make informed decisions when selecting solutions to drive data-driven customer insights.
Refreshed: October 2025
CMP Research evaluated 20 conversational IVR and voicebot solution providers for customer service, CX, and sales. They are grouped into five categories: pioneering, leading, core performing, up-and-coming, and emerging.
Published: May 2025
CMP Research analyzed 17 vendors delivering automated QA/QM tools for customer service, CX, and sales. Grouped into five tiers—pioneering, leading, core performing, up & coming, and emerging—this assessment draws on analyst reviews, user input, and market data across ten key investment criteria.
Published: June 2025
CMP Research’s latest Prism for Chatbot/Virtual Agent evaluates 14 leading providers to help customer contact leaders make confident, informed technology decisions.
Technology Categories for Evaluation
The CMP Research Prism provides no-cost inclusion in marketplace evaluations across the echnology categories listed below.
Customer Analytics
Published: January 2025
Refreshing: January 2026
Demo/RFI Deadline: December 2025
Conversational IVR/Voicebot
Refreshed: October 2025
Refreshing: June 2026
Demo/RFI Deadline: May 2026
Real-Time Agent Assist/CoPilot
Refreshed: June 2025
Refreshing: June 2026
Demo/RFI Deadline: May 2026
Interested in participating?
Evaluation Criteria
The Prism provides visibility into various solution provider offerings in key technology categories. It incorporates data from user, analyst and marketplace perspectives across ten key investment criteria.
Pricing
Customization & Flexability
Integration
Security
UX
Reporting
Customer Support
Implementation
Accuracy of AI
Innovation & Future Strategy
Client-Only View
With our client-only features, you can modify the weightings of various evaluation criteria to create a customized assessment that reflects your specific business objectives. Save and share your customized assessments for internal discussions and strategy development, ensuring your CX initiatives align with your overall business vision.
