The refreshed report highlights the evolving voicebot market, including increased adoption, AI advancements, and impact on customer experience
CallMiner, the global leader in AI-powered conversation intelligence and customer experience (CX) automation, has been named a core performing provider in the refreshed CMP Research Prism for Conversational IVR/Voicebot.
According to the CMP Research Prism, “Self-service in the voice channel is a big opportunity. Historically enabled by touch-tone standard IVRs, recent advancements in conversational, generative and even some agentic models are prompting many executives to explore upgrading their automated voice experience.”
Findings from CallMiner’s 2025 CX Landscape Report support this. Across global organizations, 40% of senior contact center and CX leaders agree that one of the benefits of using AI to improve CX is enabling customers to resolve issues independently (i.e. through self-service.)
The latest CMP Prism refresh includes CallMiner as one of the core performing voicebot vendors empowering CX and customer contact leaders to advance their automation strategies and elevate customer satisfaction through more efficient, intelligent voice interactions.
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With CallMiner OmniAgent, the company’s voice-optimized virtual agent solution, organizations are able to automate omnichannel customer interactions with human-like precision, improving CX and reducing costs. Further, through an integration into CallMiner’s AI-powered conversation intelligence platform, organizations can better understand what conversations to automate, while continuously monitoring and analyzing virtual agent interactions to refine flows, enhance accuracy, and deliver better customer outcomes.
“As organizations increasingly embrace automation – including conversational IVR and voicebot solutions – the ones that stand out will be those that balance operational efficiency with exceptional customer experiences,” said Jeff Gallino, CEO and founder, CallMiner. “We believe that CallMiner is at the forefront of this evolution. With CallMiner OmniAgent, we’re empowering organizations with AI-powered, intelligent automation that harnesses deep insights from every interaction to better meet customer needs and preferences. The result is seamless, personalized automation that’s transforming how businesses connect with and serve their customers.”
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The CMP Research Prism for Conversational IVR/Voicebot evaluated 20 solution providers. The CMP Research Prism is a technology evaluation framework developed by CMP Research, a division of Customer Management Practice (CMP), that is updated twice annually to reflect the latest advancements, provider performance, and market shifts in customer contact and CX technology.
Nicole Kyle, Managing Director of CMP Research, adds, “With the crowded technology landscape, customer contact leaders need a reliable source to guide their technology decisions. CMP Research Prism was created to assess solution providers like CallMiner to equip buyers and influencers of the customer contact and CX technology stack with insights to inform their investments.”
The CMP Research Prism is the only evaluation framework built exclusively for customer contact and CX executives. It enables technology buyers and influencers to distinguish between solution providers in a complex, fast-moving space and make more informed, confident investment decisions.
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