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Report:

The Forrester Wave™: Conversation Intelligence Solutions For Contact Centers, Q2 2025

How does Forrester define the Conversation Intelligence Solutions For Contact Centers market in 2025?

Conversation intelligence solutions for contact centers analyze customer interactions to extract insights, improve quality, guide agents, and drive business outcomes. The market is experiencing transformative change driven by generative AI, which is commoditizing foundational capabilities like conversation analytics and automated quality monitoring. The future of conversation intelligence focuses less on operational efficiency and more on outcome-driven value creation, activating conversational data across the enterprise, and supporting hybrid AI-human workforces. Vendors must move beyond reporting insights to embedding them into workflows that drive measurable business impact.

Key Facts for The Forrester Wave™: Conversation Intelligence Solutions For Contact Centers, Q2 2025 in 2025

How did the Conversation Intelligence Solutions For Contact Centers market evolve in 2025?

What product features are required to be included in this year's evaluation?

What are the common features of top products in the Conversation Intelligence Solutions For Contact Centers space?

No common features specified.

Scope Exclusions

Inclusion Criteria

Vendors must, among other requirements:

Offering Strengths — Relative Weighting

Strategy Strength — Relative Weighting

FAQs

Q: What does this research cover?

A: This research evaluates 10 conversation intelligence solution providers for contact centers across current offering capabilities, strategic vision, and customer feedback. The evaluation focuses on how vendors are evolving beyond commoditized foundational capabilities to deliver outcome-focused solutions that activate conversational data across the enterprise and support the future of AI-led customer interactions.

Q: Who should use this research?

A: Conversation intelligence solution buyers should use this evaluation to inform purchase decisions by considering vendors that focus on outcomes rather than operational fundamentals, activate conversational data across enterprise systems for measurable business impact, and have a clear vision for supporting AI-led interactions and hybrid workforces in the evolving contact center landscape.

Q: What are the mandatory features of vendors included in this market?

A: Native provision of all core conversation intelligence functions including speech recognition, topic classification, insights exploration, quality scoring, and agent guidance,Enterprise-level support with demonstrated track record of supporting large organizations,Comprehensive integration capabilities with contact center platforms and enterprise systems,Advanced AI capabilities including generative AI features, natural language interfaces, and automated quality monitoring,Robust analytics and reporting capabilities for insights exploration and discovery,Agent-facing tools including real-time guidance, workflow automation, and coaching support,Data security features including redaction, masking, and genAI safety controls,Multi-channel support across voice, text, and digital channels

Q: What are some reasons for not being included in this report?

A:

  • Annual revenue below $40 million from conversation intelligence products
  • Lack of broad enterprise-level support or inability to natively provide all core market functions
  • Insufficient mindshare among Forrester's enterprise clients
  • Not frequently mentioned by clients in inquiries, advisories, or consulting engagements
  • Not recognized as a competitor by other vendors in the market
  • Limited track record supporting large enterprise deployments
  • Solutions focused primarily on adjacent markets (e.g., sales conversation intelligence, customer-facing AI agents) rather than contact center operations

Q: What should buyers consider when evaluating products in this market?

A:

  • Focus on outcomes - Prioritize vendors that move beyond table-stakes offerings and generic templates to unlock new value streams by identifying unique drivers of customer satisfaction, retention, or revenue
  • Activate conversational data across the enterprise - Ensure solutions integrate conversation intelligence directly into enterprise systems for real-time actions like retargeting campaigns, outbound messaging, or product adjustments
  • Have a vision for the future - Select vendors rethinking conversation intelligence to support AI-led interactions and hybrid workforces, with advanced applications like AI agent capabilities or redefined quality measurement for AI interactions
  • Readiness to challenge traditional approaches - Enterprises must be prepared to evolve how they approach customer service operations to unlock the full potential of conversation intelligence innovation
  • Vendor's ability to extend structured AQM approaches to power ad hoc research and strategic initiatives
  • Solutions that add structure to unstructured data and test key hypotheses that drive meaningful change

Q: How has the Conversation Intelligence Solutions For Contact Centers market evolved in 2025?

A:

  • Foundational capabilities like conversation analytics and automated quality monitoring (AQM) are now commoditized, offering little differentiation
  • Generative AI (genAI) is reshaping the contact center, marking the beginning of the end for traditional contact center operations
  • The focus is shifting from operational efficiency to outcome-driven solutions that unlock new streams of value
  • Conversation intelligence must activate data across the enterprise by integrating directly into enterprise systems for real-time action
  • Solutions are evolving to support hybrid AI-human workforces and AI-led interactions
  • Advanced vendors are exploring AI agent capabilities for timely customer intervention and redefining quality measurement for AI-led interactions
  • Systems are becoming increasingly agentic, shifting focus from reporting insights to embedding them into automated workflows

Q: What differentiates Strength of Offering vs. Strength of Strategy?

A: Strength of Offering measures current product capabilities across technical and functional dimensions, focusing on what the solution can do today (23 criteria weighted from 2-5%). Strength of Strategy evaluates the vendor's vision, innovation trajectory, roadmap, ecosystem partnerships, adoption support, and pricing approach - essentially how well-positioned they are for future market needs (6 criteria with vision weighted highest at 25%).

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