Using the CMP Research Prism

Purpose & Value

The CMP Research Prism is a comprehensive technology assessment framework for customer contact/CX, helping executives see a chaotic and blurry market more clearly. It delivers: 

  • A multi-dimensional snapshot of solution providers across two axes: Progressiveness of Capability from User & Analyst Perspectives (X-axis) and Marketplace Confidence (Y-axis).

  • Insightful analysis for strategic decision-making, building business cases, shortlisting  vendors, and aligning solutions with business priorities. 

  • A balanced and objective evaluation combining analyst expertise, user feedback, and market confidence data from prospective and recent enterprise buyers. 


What the Prism Helps You Do

  • Clarify capabilities and differentiate solution providers from one another.

  • Understand competitive positioning and strategies, seeing how providers are working to meet current and future customer experience requirements.

How Do I Use a Prism?

Use the CMP Research Prism as a decision-support tool to help align solution provider capabilities and market presence with your organization’s strategic priorities.

The most effective use of the Prism is to consider how each solution provider’s profile maps to your specific objectives, operating model, and growth plans, rather than focusing solely on a single segment.

Prism Structure & Interpretation

Each category—Pioneering, Leading, Core Performing, Up & Coming, Emerging—represents a different combination of strengths and opportunities. Placement is not a measure of “better” or “worse,” but a snapshot of where a provider stands today in terms of capabilities progressiveness and marketplace confidence.

This approach helps technology buyers and executives quickly assess solution provider trajectories and strategic fit.

Interactive & Comparative Features

The CMP Research Prism is designed for flexible exploration and comparison, allowing you to focus on what matters most to your organization. These features make it easier to interpret solution provider positions and evaluate potential fit:

  • Customizable views – Filter and adjust weightings to emphasize the criteria most relevant to your needs.

  • Integration insight – Understand how a solution provider’s offerings can align with and integrate into your existing technology stack.

  • Build-your-own dashboard – Reconfigure the Prism view based on the investment criteria that matter most to your organization.