Landscape Report

The Conversation Intelligence For Customer Service Landscape, Q2 2023

Forrester’s Overview Of 28 Vendors

May 2nd, 2023
With contributors:
Ian Jacobs , Catherine Marcin , Shayna Neuburg


You can use conversation intelligence for customer service platforms to analyze contact center conversations, score agent interactions automatically, and augment agent workflows. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and use case differentiation. Customer service leaders should use this report to understand the value they can expect from a conversation intelligence vendor, learn how vendors differ, and investigate options based on size and market focus.

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