The Forrester Wave™: Conversation Intelligence Solutions For Contact Centers, Q2 2025
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.
The Forrester Wave evaluation is an assessment of the top vendors in the market; it doesn't represent the entire vendor landscape. Additional vendors that Forrester considers to be notable for enterprise clients can be found in the corresponding report: The Conversation Intelligence Solutions For Contact Centers Landscape, Q1 2025.
A: Vendors are included based on meeting specific inclusion criteria: 1) Broad, enterprise-level support with all core functions and demonstrated track record supporting large enterprises, 2) Substantial revenue of at least $40 million in annual revenue from the conversation intelligence product in the past four quarters, and 3) Mindshare among Forrester's enterprise clients through frequent mentions in inquiries, advisories, consulting engagements, and competitive mentions. Vendors may appear one year and not the next if they no longer meet these criteria or decline to participate in the evaluation process.