The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
This evaluation represents a significant evolution from the 2018 Forrester New Wave for AI-fueled speech analytics solutions. The market has matured from primarily offering speech analytics dashboards and word clouds to delivering practical applications including automated quality monitoring (AQM) and agent augmentation. Ecosystem openness has become a requirement for participation. The emergence of generative AI represents a major breakthrough, with every vendor either deploying products leveraging large language models (LLMs) or having it on their near-term roadmap. The evaluation emphasizes that vendors must offer more than algorithms - they need enterprise-ready workflows that intelligently incorporate generative AI and ML while augmenting human workflows.
A: The market has evolved significantly since the 2018 Forrester New Wave evaluation. Vendors that previously focused solely on speech analytics have expanded into practical applications like automated quality monitoring and agent augmentation. The evaluation now requires ecosystem openness as a participation criterion, which may exclude vendors with closed platforms. Some vendors may appear or disappear based on meeting the new inclusion criteria: solutions must be purchasable independently (not dependent on vendor's own interaction channels or WFO solutions), vendors must generate at least $30 million in annual CICS license revenue, must serve enterprise customers over $1 billion in revenue, and must have significant interest from Forrester clients. Vendors marked as nonparticipating met inclusion criteria but declined full participation or contributed only partially to the evaluation.