CMP PRism
An Independent Lens on Customer Contact Tech
An analyst-led evaluation framework that benchmarks customer contact technology solutions against industry standards.
Make smarter tech decisions with an advisory framework you can trust. CMP Prism benchmarks solutions against industry standards, supported by CMP analysts who contextualize what matters most to your organization.
Smarter investments, less risk.
Insights that reveal ROI, adoption, and performance before you commit.
Coverage across the full CX tech stack.
From automation to analytics, workforce to conversational AI.
Clarity on where to place bets.
Benchmarks that highlight leaders, laggards, and emerging players.
Refreshed: July 2025
The refreshed CMP 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.
Refreshed: January 2026
The Prism for Customer Analytics evaluated 19 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.
Refreshed: January 2026
CMP Research analyzed 22 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.
Published: January 2026
The CMP Prism for WFM evaluated 6 solution providers and delivers a comprehensive overview of each solution provider, enabling organizations to make informed decisions to improve workforce efficiency and planning.
Technology Categories for Evaluation
The CMP Prism provides no-cost inclusion in marketplace evaluations across the echnology categories listed below.
Customer Analytics
Published: January 2026
Refreshing: October 2026
Voicebot/Conversational IVR
Refreshed: October 2025
Refreshing: June 2026
Automated QA & QM
Published: January 2026
Refreshing: October 2026
Workforce Management
Published: January 2026
Refreshing: October 2026
Chatbot/Virtual Agent
Published: June 2025
Refreshing: June 2026
Real-Time Agent Assist
Published: June 2025
Refreshing: June 2026
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.
