Wave Report

The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023

The 11 Providers That Matter Most And How They Stack Up

August 16th, 2023
With contributors:
Ian Jacobs , Catherine Marcin , Shayna Neuburg


In our 32-criterion evaluation of conversation intelligence for customer service (CICS) providers, we identified the most significant ones and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer service leaders select the right one for their needs.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($2995).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.