The AI startup will allow UJET to continue its AI roadmap for enhanced customer service solutions. 

This partnership will also address customer data analysis issues for UJET’s enterprise customers. 

This acquisition is set to further UJET’s AI roadmap vision by bolstering the company’s AI capabilities and addressing customer experience concerns. 

By highlighting these issues of visibility between customer and leader, organizations will be able to improve their customer issues before they reach escalation. 

In fact, UJET has reported that organizations that are unaware of these individual customer problems are losing approximately $5MN-$30MN in customer churn revenue. 

This can be linked to ignored or forgotten negative customer experience complaints, with organizations reportedly gathering only five percent of reported customer issues. 

According to UJET CEO, Vasili Triant, customer churn remains a blind spot for many enterprises, arguing that customer interaction analysis is not done effectively. 

He said: “Most companies can’t analyze interaction data at scale, leaving many common customer issues in the dark.” 

However, this acquisition provides enterprises the capabilities to view all customer conversations through unifying collected data. 

He added: 

“UJET’s acquisition of Spiral will provide businesses with a unified view of all customer conversations for more proactive, personalized service.”

This will also help enterprises locate blind spots in other areas of the business, such as product, other services, and the company itself. 

In conversation with CX Today, UJET VP Product Marketer, Matthew Clare, highlighted how other areas of companies can utilize this tool to understand their customers’ needs:

“This could be used by product teams to understand product and service issues – by marketing teams who want to understand what customers are saying about campaigns that are running.” 

Spiral’s AI Product 

Spiral is an AI startup specializing in conversational analytics to improve customer experience data. 

By leveraging AI, Spiral can be used to analyze customer interactions at scale to uncover pain points in customer experience, whilst also offering proactive recommendations to enterprises. 

The product can also be used to analyze various customer conversations across voice and chat channels, the internet, online reviews and surveys, and social media. 

Clare stated: “Anywhere customer conversations happen is a data source for this product.” 

Furthermore, this tool can be used to ask questions about customer churning and how enterprises can respond to these results through predictions to improve future customer experiences. 

“They are trying to solve the problems of customer conversations and customer feedback being spread across different teams and organizations,” he said. 

“How do you not only unify data but bring it together in a way that anyone in the organization can run deep research with a simple conversational AI agent?” 

This acquisition allows UJET to strengthen its status as a prominent CCaaS platform provider and offer customers an improved version of what is already available. 

Clare explained that the purchase will extend “UJET’s reach and gives us the ability to sell Conversational Analytics over the top of any Contact Center and CX software that may be in place, without having us need to position our end to end CCaaS platform.”

For Spiral, this acquisition will allow them to continue providing conversational intelligence alongside UJET’s AI service capabilities, rebranding as Spiral by UJET. 

Elena Zhizhimontova, Founder and CEO of Spiral, discussed how the acquisition will allow them to prioritize a customer-focused plan and continue to improve customer outcomes for a wider enterprise range. 

She said: “We built Spiral to take millions of customer conversations and turn them into clear, actionable insight,”  

“By combining Spiral’s AI with UJET’s cutting-edge CCaaS platform for modern-day customer service, Spiral by UJET will continue as the focused product our customers rely on, now with a more CX-driven roadmap and deeper integrations. 

“Together we can shine a brighter light on customer issues for more organizations worldwide, giving brands the clarity they need to spot issues sooner, address problems faster, and create better products, services, and experiences over the long term.”

Customer Feedback

This partnership will allow current and future customers of UJET to experience Spiral’s product integrally by improving its overall AI and product organization. 

Turo, a long-term customer of both UJET and Spiral, has reaped the benefits of both these companies’ approaches to solving customer issues, as well as having collaborated on a program with Spiral to improve its data collection method. 

Julie Weingardt, Chief Operations Officer at Turo, emphasized how both companies have enabled them to receive customer experience resolutions with reduced friction. 

She said: “Spiral’s AI transformed our approach and helped us build a Voice of the Customer program that is smart and strategic, by capturing structured feedback during the support journey.  

“Spiral AI’s platform allows us to analyze customer conversations and commentary, pinpointing areas where we can improve proactively. 

“We’ve used these insights to refine our self-service options, hone our knowledge base, and help better guide quality agent responses.”

Despite the acquisition, Spiral has confirmed that it will continue to work with its existing customers and products however with UJET integrations.

Spiral was acquired by UJET for an undisclosed amount.

Today’s enterprise CX teams aren’t just measuring sentiment or tracking NPS. They’re turning real-time data into decisions, across every touchpoint, team, and region. From personalized journeys to live service escalation, analytics is driving everything.

Many of the top data and analytics experts are even helping organizations embrace future trends, ensuring they can build optimize, and effectively deploy cutting-edge AI models. They help companies combine customer signals from CRM, call recordings, feedback loops, support tickets, and even third-party data. They connect the dots, then help automate what happens next.

So, which service providers are really worth watching? This guide offers a snapshot view of the top companies in the CX Today Data & Analytics marketplace, chosen for their impact on CX teams.

Top Data and Analytics Service Providers

• • Accenture
  • Deloitte
  • HCL Technologies
  • EY
  • KPMG
  • IBM
  • TCS
  • PwC
  • Infosys
  • Capgemini
  • Cognizant
  • Wipro
  • Atos
  • NTT DATA
  • Genpact
  • Tech Mahindra
  • DXC Technology
  • EPAM

The Data Analytics Service Providers Supporting CX Teams

Customer data is everywhere. The real challenge is getting it to work in sync.

This list covers 18 providers helping enterprise teams get more from their data, whether that means building a smarter CDP, running more predictive analytics, or helping frontline teams see what’s happening in real time.

Some vendors on this list lead with technology, others with advisory expertise. Most offer both, often wrapped in industry-specific accelerators or AI-ready frameworks.

These aren’t ranked. They’re selected based on relevance, CX focus, and the ability to deliver measurable impact.

Accenture 

Accenture doesn’t try to compete on tools alone. It competes on execution. That’s what makes its data practice: Cloud First Data & AI, stand out in a crowded field.

Rather than dropping in a generic platform, Accenture helps organizations build full-stack data ecosystems that actually support how teams work. For CX, that means connected touchpoints, automated insights, and analytics that don’t just measure satisfaction but predict where it’ll drop.

Accenture can assist with everything from generative AI consulting, to data transformation, SynOps, and business process analytics. Companies can even take advantage of applied intelligence solutions, which embed AI capabilities into their existing tools and platforms.

Add in partnerships with all the big names like AWS, Microsoft, Google Cloud, Databricks, Salesforce and it’s clear why Accenture stands out among data analytics service providers.

Deloitte 

With years of experience in the analytical landscape, Deloitte is a company committed to helping member firms design, build, and optimize insight-driven organizations.

Its Data & Analytics practice focuses on helping businesses treat information not just as an asset, but as something that has to be defensible, to regulators, boards, and customers alike. For teams working in finance, health, energy, or government, that lens is critical.

CX-wise, Deloitte helps clients architect data flows that support customer intelligence in real time, including consent tracking, journey scoring, and predictive churn modeling. It doesn’t sell a one-size-fits-all CDP. Instead, it tailors architecture and tooling to the use case, whether that’s integrating legacy CRMs, deploying AI, or cleaning up fragmented data lakes.

There’s also growing attention on responsible AI helping companies deploy algorithms they can actually explain, to customers and other leaders.

HCL Technologies 

Otherwise known as HCL Tech, HCL Technologies is a vendor of digital solutions for cloud migration, and digital transformation. The data analytics services offered by the organization ensure companies can recognize opportunities for top-line and bottom-line growth, and implement powerful strategies for CX (customer experience) transformations.

Its Data and AI Services focus heavily on pre-built accelerators designed to ingest, cleanse, and activate customer data faster than traditional consulting setups. That includes built-in templates for CDP rollouts, AI-powered analytics for contact centers, and plug-ins for CRM platforms like Salesforce and Dynamics.

What makes HCL’s offering feel different is its focus on operational data, not just marketing signals or sales touchpoints. Teams can bring in ticket resolution times, product telemetry, field service data, and see how those operational inputs affect CX in real time.

HCL also supports multi-cloud flexibility, so teams aren’t stuck inside a single ecosystem. It plays well with Google Cloud, Azure, AWS, and hybrid architectures.

EY 

EY, or Ernst & Young Global, is a multinational professional services partnership, and leading accounting firm. The company’s wide range of consulting services include dedicated solutions for data and decision intelligence, powered by artificial intelligence.

In 2025, EY’s analytics work is tightly connected to customer and brand strategy, with teams helping enterprise clients understand where value is created, and where it’s leaking.

At the heart of EY’s approach is Intelligent Data Fabric. It’s a framework,  built to help companies unify structured and unstructured data, then layer in machine learning and predictive modelling on top.

EY also brings strong capabilities in risk-aware analytics,  an increasingly important edge for industries under pressure to explain their data use. From data privacy to AI governance, the firm works closely with teams to build strategies that hold up under scrutiny.

KPMG 

KPMG knows the value of in-depth data insights, and what they mean for growing companies. To ensure organizations can make the right decisions, the company offers comprehensive consulting and advisory services, covering everything from auditing to deal advice.

KPMG’s teams help build models that explain why a customer is acting a certain way, not just what they clicked on or where they dropped off. That’s crucial for organizations trying to map out journeys, forecast satisfaction, or predict service needs.

Like some of the other top data analytics service providers, KPMG is investing heavily in data ethics and sustainability metrics, helping companies understand not just CX outcomes but broader stakeholder impacts.

Plus, for organizations investing in new forms of digital transformation, KPMG offers an opportunity to leverage specialist software testing and integration services, alongside technology guidance.

IBM 

Part of the broad range of digital services and solutions offered by IBM, the company’s data analytics services support companies with a range of use cases. With IBM, companies can gain assistance with planning analytical strategies, forecasting, and even predicting opportunities.

The combination of Watsonx, IBM Consulting, and deep industry models puts the company in a strong position to help enterprise CX teams get more from their data.

What stands out most is IBM’s ability to combine AI with data governance. It’s not just about showing customer behavior, it’s about building systems that explain, predict, and adapt in real time. That includes everything from automated next-best-action models, to forecasting churn, to guiding human agents with in-the-moment insights.

IBM also offers industry accelerators, which give CX teams a head start on use cases like proactive customer service, retention analytics, and journey scoring.

TCS 

Recognized as a leader in data analytics services, TCS, or Tata Consultancy Services, gives companies the insights and support they need to unlock the true value of their data. The company specializes in delivering bespoke and customized services to assist with business decision-making.

Companies can work with TCS on enterprise data management, managing and disseminating insights for all applications and processes.

At the heart of its CX offer is TCS Cognix, a library of pre-built use cases, AI models, and automation blueprints. It’s not a packaged platform, but a way to accelerate delivery without reinventing every layer of the stack.

TCS is also known for its industry lens. Whether it’s banking, telecom, or retail, it doesn’t just offer templates, it brings context. That includes KPIs, compliance guidance, and integration support for legacy systems that still run core processes.

PwC 

Specializing in the world of insights and discovery, PwC delivers a host of solutions to companies investing in the benefits of data analysis. With solutions like the Frontier Data Lab, gives companies a collaborative environment where they can bring their data to life in unique and immersive ways.

Companies can leverage the services offered by PwC to assist with data quality management and protection, as well as reporting, visualization, and machine learning.

Plus, PwC has its own data intelligence platform offering in the cloud, which can automatically ingest, interpret, and report on a range of unstructured and structured data types.

The firm’s strength lies in translation. It helps teams move from metrics to priorities. Because the work is grounded in business performance, there’s always a through-line back to ROI, not just analytics for its own sake.

Infosys 

Offering a broad range of data analytics options, Infosys combines expertise with AI and automation, to give companies full access to a holistic range of insights. As one of the top data analytics service providers, Infosys helps businesses quickly and efficiently modernize their data stack.

Its programs tend to focus on unblocking the basics first, getting clean, connected data flowing into the right systems, before layering in more advanced capabilities. From there, Infosys brings in tools like Topaz, its generative AI suite, to help teams model churn, forecast demand, or personalise digital experiences at scale.

Infosys also offers a range of advisory services, from data maturity assessments, to strategic roadmap definition and technical consultancy. Plus, clients can tap Infosys to get support with predictive modelling and enrichment, workflow automation, and experimental design (A/B testing).

Companies can also leverage a range of additional services, from the Infosys Information Grid to self-service data preparation tools.

Capgemini 

Known for their intuitive market reports and insights, Capgemini offers a range of data-driven services and analytics solutions to companies. The organization’s approach to enterprise data analytics services covers a wide range of business needs. With Capgemini, companies can tap into data strategy development solutions, and intelligent process and performance analysis

For CX teams, the Insights & Data portfolio stitches together fragmented platforms, building a foundation for first-party data, and setting up customer models that can evolve with behavior. There’s a strong focus on data trust making sure internal users actually believe the numbers they’re seeing.

The Capgemini Research Institute can also work with companies to assess market factors and develop deeper understanding of specific topics. Capgemini’s services are scalable and customizable to suit businesses from all industries.

There are also dedicated services for EX insights, data-driven finance, risk, and compliance, and consulting for intelligent workflow processes.

Cognizant 

Using their data analytics services, Cognizant helps organizations reimagine processes, modernize technology, and improve customer experiences. They were the first IT service provider to achieve ISO 42001:2023 certification in 2025.

Its Neuro AI platform is a big part of what makes Cognizant one of the top data analytics service providers. Designed for enterprise use, Neuro brings together automation, data orchestration, and embedded intelligence in one architecture.

One standout area is real-time decisioning. Cognizant helps clients use live data to personalise content, redirect journeys, or trigger service workflows based on customer intent. This is all built with transparency in mind teams can trace how decisions were made, and adjust logic without writing code.

The company also offers a range of data testing services, migration support solutions and DevOps solutions.

Wipro 

Focusing on empowering enterprises with comprehensive intelligence, Wipro helps companies unlock the information they need to make intelligent growth decisions. Wipro’s range of services and solutions cover everything from reporting capabilities, to strategic advisory services, insights transformation, and data engineering.

The firm’s approach for CX teams centers on connected customer journeys. That means tying together data across sales, marketing, and service, and giving each team a clearer picture of where things are working. Its use of AI accelerators helps shorten setup time, especially for common use cases like churn prevention or next-best-offer suggestions.

Wipro is also strong on infrastructure. For enterprises juggling on-prem systems and multiple clouds, its teams are used to working inside hybrid environments. That includes integrating with tools like Salesforce, Adobe Experience Cloud, and Microsoft Dynamics.

Atos 

Recognized by analysts like Gartner for its data analytics services, Atos helps companies from all industries unlock opportunities for digital transformation, and customer experience optimization.

Its Data and AI services are built to give organizations more control over data pipelines, and how decisions get made from them. That includes everything from real-time customer intelligence to predictive maintenance and behavioral modelling.

The broad Atos data and analytics portfolio also includes a modern data architecture system, to help companies build and optimize data architecture. The company can also assist companies with more specific data strategies, like leveraging opportunities to implement AI and automation into workflows.

Atos also stands out for its infrastructure muscle. The company supports hybrid and edge computing models, with deep partnerships across Google Cloud, Azure, and AWS. That gives teams options.

NTT DATA 

Supporting companies across a range of industries, NTT DATA helps companies transform and improve through consulting, industry solutions, managed services, and IT modernization. The company’s end-to-end data and intelligence services give organizations a framework for building unique experiences, and unlocking opportunities for growth.

The approach is modular. Some clients need a full CX analytics overhaul. Others just need a better way to surface journey insights or unify customer records. Either way, NTT DATA starts with strategy, aligning technology with outcomes that actually matter to the business.

With NTT DATA, companies can gain assistance with everything from implementing AI into their ecosystem, to upgrading their technology infrastructure. There are solutions for responsible governance, reporting and business intelligence, and managed services.

Moreover, NTT can help companies take advantage of new technologies, like NLP or computer vision.

Genpact 

Genpact doesn’t try to own the entire CX stack. Instead, it works across systems to bring clarity, using data to help teams see what’s working, what isn’t, and what to do next.

Its Analytics and AI services are centered around decision intelligence. That means helping companies design journeys based on signals, not just channels. Genpact’s teams embed into operations, working closely with stakeholders to align KPIs, build repeatable models, and integrate insights into the platforms teams already use.

A lot of its analytics work as one of the leading data analytics service providers is focused on frontline enablement. That means arming agents, marketers, or service leads with the data they need in real time. That includes churn indicators, sentiment scoring, and conversion insights pulled from live interactions.

There are also dedicated solutions for financial analysis, supply chain analytics, machine learning operations, and more.

Tech Mahindra 

Multinational technology services and consulting company Tech Mahindra, offers access to a range of innovative data-driven solutions, from the Nxt.Now platform for building, managing, and exploring business models, to the digital engineering services.

The company’s NXT.Now offering includes a comprehensive cloud-based platform, blockchain technology, and tools for cyber security, to help preserve and protect data.

Its Communications Analytics offering is built around vertical-specific data models. These are designed to track service quality, billing issues, churn risk, and even location-based patterns. That makes it easier for teams to detect friction points and respond in real time.

Like many of the top data analytics service providers, Tech Mahindra is also focusing on AI operations, helping businesses automate end-to-end playbooks with intelligent tools.

DXC Technology 

DXC Technology approaches data and analytics with a builder’s mindset. Its Analytics and Engineering services are built for organizations that need to modernize without unnecessary complexity.

DXC Technology combines human-centric strategic design, with automation, generative AI, DataOps, and MLOps, and offers companies opportunities to hyperscale data management. With DXC, companies can address skill shortages, increase margins, and boost employee satisfaction.

DXC supports hybrid deployments, cloud migrations, and multi-system orchestration, helping teams make sense of data no matter where it lives. One key strength is data product engineering, building reusable data assets that plug directly into business workflows.

That includes CX use cases like customer lifetime value, journey scoring, and proactive service triggers.

EPAM 

EPAM blends product thinking with deep technical execution and that’s what makes its Data and Analytics Services different. Combining consulting, training solutions, and technology, the organization specializes in intelligent automation and growth opportunities.

EPAM also helps organizations embrace the power of AI and develop comprehensive strategies for data governance, migration, and management. Agile data architecture means CX teams can pull in customer signals from any source, and use that to trigger personalization, improve retention, or even redesign journeys on the fly.

EPAM also supports embedded analytics. Instead of adding another dashboard, its teams help integrate insights directly into frontline tools. For support agents, that could mean real-time churn scoring. For marketers, AI-generated segmentation built right into the campaign workflow.

The Top Data Analytics Service Providers: Enlightening Teams

There’s no shortage of analytics partners out there. The hard part isn’t finding one, it’s knowing which one fits the way your business actually works.

Some companies need a full-stack transformation. Others just need a partner who can untangle the data they already have. Some are focused on modernizing infrastructure. Others want to unlock better CX performance next quarter. Every team’s starting point is different, and the best vendors understand that.

What’s consistent is the shift away from isolated reports. Leading organizations aren’t just collecting data. They’re operationalizing it, making it part of the customer journey, the service layer, and even the revenue strategy, particularly with the help of AI.

Data isn’t just a system to manage. It’s a lever to lead with. The right partner can help enterprises turn disconnected signals into decisions that improve customer experience, unlock efficiency, and drive growth. Here’s how CX Today helps you get there:

• Go deeper with data. Our latest research covers the trends shaping the future of analytics, CDPs, and customer intelligence.
• Tap into the CX Community. Learn from IT leaders and decision-makers solving real problems with data every day in the CX Community.
• See it all live. Explore upcoming events, product demos, and vendor showcases, online and in-person.
• Buy smarter. Use the CX Buyer’s Guide to make sure every decision is aligned with business outcomes, not just buzzwords.

The future of customer experience will be data-driven, not just in theory, but in how every journey, conversation, and decision takes shape. With the right strategy and the right support, that future starts to look a lot more practical.

In 2025, the best CRM software doesn’t just track leads, it fuels sales intelligence, orchestrates cross-channel journeys, and gives teams the visibility and automation they need to scale smarter.

Now a crucial cornerstone of the CX stack for businesses of all sizes (91% of companies with more than 11 employees use CRM software), this tech is crucial to business success.

As the market continues to grow, towards a projected value of $262.74 billion by 2032, choosing the right partner can be challenging. This guide introduces a snapshot of some of the top CRM vendors featured in our CRM marketplace, and what they’re really doing for enterprise brands.

The Top CRM Software Vendors in 2025

• • Salesforce
  • HubSpot
  • Zoho
  • Microsoft
  • Oracle
  • SAP
  • Pegasystems
  • ServiceNow
  • Zendesk
  • SugarCRM
  • Appian
  • Freshworks
  • Kustomer
  • Sage
  • eGain
  • Pipedrive
  • Insightly
  • SuperOffice
  • Nutshell

The Top CRM Software Vendors in 2025

Choosing the right CRM is about more than just “comparing features”. Companies need to consider fit. How well the platform slots into existing systems, supports remote and hybrid teams, and adapts as business needs change.

In 2025, top CRM vendors aren’t just selling contact databases. They’re helping organizations rethink how customer relationships are built, measured, and scaled. The list below highlights some of the best CRM vendors available right now.

Salesforce 

With a dominant 21.7 percent share of the market, Salesforce is often the first brand that springs to mind when weighing up the top CRM software vendors.

Its CRM solutions include Service, Sales, Market, and Commerce Cloud, alongside individual platforms for nine specific industries.

Salesforce connects all its CRM apps with Data Cloud, its customer data platform (CDP), unifying data across the customer experience ecosystem. In 2024, it launched Agentforce, allowing customers to implement autonomous AI agents across that ecosystem, turning its data and insight into action.

In doing so, Salesforce led the AI pivot from copilot to autopilot. Salesforce also offers Tablaeu, MuleSoft, and Slack, each bringing unique benefits to its CRM ecosystem.

Yet, despite its broad portfolio, Salesforce maintains the rapid development of its core CRM apps.

For instance, last year, it introduced new product discovery tools, an updated contact center integration program, a personalization decision engine, and so much more.

Meanwhile, the vendor also completed acquisitions of Own Company, PredictSpring, and Tenyx.

HubSpot 

HubSpot’s come a long way from its startup roots. The 2025 version of the platform is designed for scale, with new tools built not just for marketers, but for enterprise sales, ops, and CX teams too.

The recent update includes over 100 new features, most notably AI Agents, smarter data hygiene tools, and a complete refresh of Sales Hub with forecasting, scoring, and automation upgrades. There are both free and premium versions of the CRM software available.

Plus, companies get built-in collaboration tools to unify and align CX teams.

More advanced versions of HubSpot’s CRM technology come with various intuitive solutions for ad scheduling, integrated customer communication, lead management, and sales funnel analysis.

HubSpot also gives users access to numerous generative AI tools that assist with the development of creative marketing campaigns and the delivery of rapid self-service.

Like Salesforce, HubSpot has shifted to a multi-CRM strategy to provide that all-encompassing customer experience environment.

Additionally, its Founder, Dharmesh Shah, is developing a network of AI Agents, which – as of January 2025 – already had 250,000 users. Shah hopes that this platform will – in time – become part of HubSpot’s core offering.

Zoho 

Zoho is unique in building out its own infrastructure to host its enterprise technologies, including its CRM platform.

Ultimately, this strategy has helped the vendor lower its costs and – as a result – reduce the total cost of ownership (TCO) for its customers. That’s a massive plus.

In terms of its feature set, Zoho CRM enables businesses to deliver omnichannel experiences with embedded tools for segmentation, predictive intelligence, and KPI analysis.

There are AI-powered bots (Zia) to support both agents and customers, as well as rich workflow automation capabilities.

Beyond AI, new features include rollup summaries for quick pipeline metrics, custom scripting for deeper UI control, and expanded Voice‑of‑the‑Customer tracking with review and kiosk integration.

Zoho CRM is also highly customizable, with one-click integrations for leading tools like Shopify, Zoom, and MailChimp. Like some other top CRM software vendors, Zoho also offers specialist solutions for specific business needs, such as a Google Workspace CRM, help desk, and social CRM solution.

Microsoft (Dynamics)

Known for its mammoth stack of enterprise software, Microsoft is a prominent global vendor of customer relationship management platforms, thanks to Dynamics 365.

The solution integrates with other tools in the tech company’s portfolio, such as Microsoft Power BI, Teams, and Outlook. Teams can easily collaborate without shifting across so many apps.

Customers can leverage Dynamics 365 alongside the Power Platform to create comprehensive automated workflows and link distributed technologies throughout their ecosystems.

Plus, Microsoft Dynamics 365 is currently reinventing itself through AI. The 2025 update brings Copilot baked into Sales, Customer Service, and Field Service apps, making CRM feel more like a personal co-worker.

Coupled with a unified Dataverse data model and low-code Power Platform governance, it gives enterprises the foundation to build custom Copilot agents and unified workflows, all under corporate control.

Finally, like Salesforce, Dynamics offers industry-specific CRMs. As more customers request preconfigured automation across common industry workflows, these CRM apps will come into their own.

Oracle NetSuite 

Powered by Oracle Cloud Infrastructure (OCI), NetSuite is a comprehensive CRM solution.

Its software toolkit combines collaboration, accounting, ERP, and business management tools into a single environment, along with traditional CRM capabilities.

That single environment gives Oracle many customers access to data from across the enterprise, bolstering their data and AI strategies.

In terms of its individual CRM apps, Netsuite covers sales force automation, marketing automation, customer service management, and partner relationship management.

Oracle also ensures sales, marketing, and service teams can leverage shared dashboards for real-time insights into opportunities and crucial customer pain points.

Meanwhile, its mobile CRM offering is strong, making Oracle a firm favorite among top CRM software vendors in sectors like healthcare, real estate, delivery services, etc.

SAP

SAP’s CRM platform is now deeply woven into its broader Business AI and data strategy, making it one of the top CRM software vendors to watch in 2025. Like Oracle, Microsoft, and Zoho, SAP benefits from its broad ecosystem, which includes its widely-utilized ERP solution.

SAP has put significant time into solidifying the connection between its CRM and ERP solutions to drag more data into the customer experience ecosystem.

Now, with Joule, SAP is reaping the rewards, as its AI agents can leverage that data to better inform sales proposals, personalize marketing campaigns, and automate customer communications.

SAP is also a vendor highly regarded for building CRM solutions with a modular architecture that allows for high customization and extensibility.

Altogether, SAP offers CRM solutions for eCommerce, marketing, customer service, and sales teams, all featuring end-to-end automation capabilities and robust reporting capabilities.

Pegasystems 

Pegasystems isn’t only a well-known CRM provider. It’s also a highly regarded enterprise workflow automation and low-code applications provider.

In early 2025, Pega was named a Leader in The Forrester Wave for CRM, with analysts highlighting its “AI for summarization, insights, knowledge, coaching, and agentic workflows” as standout strengths.

In combining these strengths, Pegasystems considers all the processes within customer experience alongside those that extend into the broader enterprise environment.

From there, the vendor aims to help organizations mine, optimize, and automate those processes.

Now, with the rise of agentic AI, Pega has proven ahead of the game, as this work will help its customers put AI to work faster.

The PegaWorld announcement of Agentic Process Fabric means customers can now connect intelligent agents across systems, pulling insights from legacy apps, documents, video, and wrap governance around every action

Alongside the vision, Pega also offers impressive functionality, as evident in its CRM’s “Customer Decision Hub”. Here, customers can analyze live conversations and journeys to predict customer needs. Pega’s unified platform also uses APIs and integrations to bridge the gap between multiple resources in the CX technology stack, without compromising on security.

ServiceNow

ServiceNow only recently entered the CRM market, but its quickly gaining attention as one of the top CRM software vendors. The ServiceNow CRM, introduced in May 2025, provides companies with a “system of action” for sales, fulfillment, and service.

At Knowledge 2025, its new AI‑powered CRM became its fastest-growing workflow business (over $1.4 B ACV, +30% YoY). The new AI Control Tower gives enterprises a governance dashboard to track agent performance and compliance.

ServiceNow also launched AI Agent Fabric, which stitches third-party and internal agents together, making workflows smarter and more fluid.

That lets CRM act less like a silo and more like a single solution, connecting sales, order management, customer service, and field operations.

ServiceNow also connects CRM solutions with its broader stack, which includes enterprise-grade workflow automation, inventory, and order management systems.

Plus, ServiceNow is a firm favorite of IT teams, thanks to its ITSM software. Now that generative and agentic AI is coming to the fore, IT is increasingly being pulled into the CX software-buying conversations. That will benefit ServiceNow’s play in the CRM space to no end.

Zendesk 

While it has a sales CRM solution, Zendesk focuses primarily on the customer service space.

There it differentiates by offering differentiative functionality, like the workforce engagement management (WEM) suite it released in early 2024.

Zendesk’s technology overlaps with many traditional contact center providers, helping businesses to converge their customer service stacks.

Elsewhere, Zendesk hit the headlines in 2024 for its innovative pricing approach, mixing outcome-, usage-, and seat-based models. This makes the company one of the top CRM software vendors for those in search of budget-friendly models.

As companies eventually lower their seat counts, thanks to the influence of AI, such moves are critical for the future of the CRM industry.

Speaking of AI, at Relate 2025, Zendesk unveiled its Resolution Platform, a suite of AI agents built to reason, learn, and adapt across email, chat, and service interactions.

Recent updates also include Action Builder, a no-code orchestration tool that pulls workflows together across CRM, WFM, and third-party tools.

Finally, on that sales CRM, Zendesk supports sales teams with various pipeline management, lead qualification and tracking capabilities.

SugarCRM 

Built to align sales, marketing, and service teams, SugarCRM has established a reputation for building robust, technical products.

In doing so, it has maintained a global customer base, particularly in complex industries – like manufacturing – where its technical value proposition can shine.

Recognizing this, SugarCRM has started to focus more on supporting revenue optimization rather than lead generation. After all, that’s what most strikes a chord with these customers.

Its 2024 sales-i acquisition will help here, as will its thriving community and robust app marketplace. Like many of the top CRM software vendors, SugarCRM has been pushing out AI updates lately, for predictive scoring, and workflow alerts.

The Sugar Discover analytics module also gained context-aware dashlets that surface data linked to the record teams are viewing. The mobile SDK continues to receive attention too, with version 85.0 enhancing developer control and user experience on the go.

Also, SugarCRM appointed a new CEO last year, which may help to enhance its communication with this crucial customer segment.

Appian

More than just a standard CRM vendor, Appian is a workflow automation and business intelligence software vendor.

Appian has quietly carved a niche as the go-to low-code process platform that embeds CRM scenarios into broader enterprise workflows. At Appian World 2025, the company highlighted real-world use cases: financial institutions embedding AI into risk & onboarding processes, and service orgs automating cross-channel resolution with centralized case management

The company offers organizations tools that enable them to monitor, optimize, and track various customer experience tasks, from pinpointing leads to delivering customer support.

Additionally, Appian offers intuitive solutions for orchestrating governance, risk, and compliance processes. Clients are also using Appian to build agentic workflows, where process logic, generative AI, and governance come together to drive outcomes.

For companies looking to take an especially innovative approach to customer relationship management, Appian offers a unique alternative to most of the top CRM software vendors.

Freshworks 

Like HubSpot, Freshworks is a firm favorite CRM vendor amongst SMBs. Why? Because of its simple cost model and speedy time to value.

Businesses can get up and running on Freshworks quickly, with many reporting how they can set up Freshworks’s CRM solutions without assistance from the vendor or a third party.

Freshworks continued its bid to be the “easy” CRM provider in 2024 by launching its “uncomplicated” AI Agent, Freddy, with a free trial and straightforward licensing.

It also continues to broaden its agentic AI capabilities through 2025, embedding intelligence deeply into pipeline workflows and customer support operations.

Also, the vendor’s platform features many enterprise-level features – from workflow automation to a 360-degree customer view – despite its reputation for serving smaller businesses.

Finally, Freshworks offers AI-based lead scoring and prospecting tools for sales teams, virtual agents for self-service, and integrated messaging and voice communication features.

Kustomer

Once owned by Meta, Kustomer presents a CRM solution deployed within many customer service environments.

Businesses working with Kustomer will find that its offering is highly customizable, which helps to ensure a more seamless transition when switching CRMs.

In Spring 2025, Kustomer introduced AI Agents for form submissions and conversational workflows, laying the groundwork for more autonomous customer care. The Summer 2025 release included AI Agents for voice, multi-party email, and deeper omnichannel enhancements.

Its core promise is a unified, contextual timeline where every email, chat, call, or interaction lives alongside smart AI suggestions. Enterprise-grade features now include voice-based escalation, Shopify chat automation, and no-code workflow automation .

Pricing tiers offer both per-user and per-conversation models, with enterprise plans including AI agents for both customers and reps.

Sage 

Sage CRM is part of a large, enterprise-grade ecosystem, and in early 2025 it got a full refresh through Sage CRM 2025 R1. That update brought performance enhancements, a modern UI, enhanced Exchange Online integration, and stronger security compliance.

Now gaining ground as one of the top CRM software vendors, Sage’s tech supports companies with optimizing and automating various stages of the customer journey, aligning sales, service, and marketing teams.

With built-in collaboration features and actionable reports on team performance, companies can pinpoint ways to unlock new business results.

Additionally, there are AI-powered tools for drawing deeper insights from data, including sentiment and intent.

Sage’s CRM platform also provides access to bespoke reporting and dashboard features, automated workflows, and a range of integrations.

Lastly, businesses can align Sage CRM technology with other products from the vendor, like HR and accounting tools, to connect the customer and employee experience ecosystem.

eGain 

Best known for its knowledge management software, eGain also offers CRM functionality to customer service teams alongside virtual assistants and co-browsing tools.

eGain is also investing significantly in the world of generative AI, giving companies access to intelligent assistants for automating knowledge tasks, journey mapping, and customer self-service.

In March 2025, it launched its AI Agent for Contact Center, which integrates with Amazon Connect, Genesys, and Salesforce, enabling agents to access context-rich knowledge and guided responses in real time.

The same quarter, eGain secured multiple enterprise contracts, including with a global airline, highlighting its proven capability to centralize dispersed knowledge bases and drive first-call resolution +37%, along with +30 NPS improvements

With eGain, Companies can drive insights from customer interactions across every communication channel and build their own self-service knowledge hubs.

Pipedrive 

Pipedrive remains a standout in the Top CRM software vendors space, offering clean simplicity with AI-powered smarts tailored for growing teams.

The organization’s comprehensive sales software toolkit comes with a complete CRM solution, combining lead management and qualification with pipeline management, workflow, and marketing automation.

In mid-2025, the platform expanded its AI Sales Assistant capabilities, offering personalized deal insights, email drafting, and summary generation directly in its pipeline view

The update also brought deeper integrations and data features: automated follow-ups, multi-pipeline management, reporting dashboards, and support for 350+ apps through its Marketplace.

Pipedrive’s software is highly flexible, ready to integrate with the business and data management tools, as well as contact center solutions already used worldwide.

Finally, the vendor promises quick and easy implementation, comprehensive scalability, and access to both historical and real-time customer data updates.

Insightly 

Scalable and modern, Insightly’s CRM software supports customer-facing teams, with comprehensive insights into customer journeys and improvement opportunities.

The sales app within the platform includes solutions for driving, assigning, and routing leads to agents, as well as building full sales pipelines.

Meanwhile, marketing teams may leverage a solution that notably features diverse automation workflow builders with A/B and multivariate testing.

In March 2025, it rolled out its Bulk Clear feature, allowing admins to reset fields across multiple records with a click, boosting data hygiene and operational control.

Additionally, there is the Insightly Service portal for customer support. Insightly also continues to emphasize native integration: syncing with DocuSign, Microsoft Outlook, Gmail sidebar, Xero, and Zapier, cementing its role as a CRM hub within go-to-market stacks

Insightly can even leverage a full SLA management center to help ensure they deliver on their service promises.

SuperOffice 

SuperOffice is a CRM vendor that prioritizes AI and automation to help align distributed teams across the customer experience ecosystem.

Central to that is the platform’s new UI, fresh for 2025. It’s designed to support businesses in automating desktop processes and allowing employees to leverage AI insights.

Plus, companies can integrate their SuperOffice ecosystem with the platforms they already use.

The SuperOffice CRM platform includes all of the core features companies need for relationship management, from end-to-end pipeline insights to self-service solutions for customers and agents.

There are also built-in tools for performance and compliance monitoring, as well as strong access controls and encryption options for security.

It’s a platform built for people, not just processes. With deep Outlook/Exchange integration, offline capabilities, and industry-specific apps from its marketplace, SuperOffice is ideal for enterprises valuing high adoption and polished simplicity

Nutshell 

Promising a simple all-in-one CRM system for B2B companies, Nutshell offers organizations a cloud-based ecosystem packed with useful features.

There are tools for contact management and customer profile building, pipeline creation, lead scoring, and sales and marketing automation.

Moreover, users can take advantage of AI-powered analytics tools, as well as intelligent support bots. Its Spring 2025 roadmap includes AI-powered meeting transcripts, email summarization, marketing automations, form triggers, WhatsApp support, and quote-to-invoice workflows.

Database hygiene is a focus too, with smarter import/export tools and scheduler enhancements.  Nutshell also comes with a full reporting suite, as well as AI timeline summarization features, click tracking, and notifications for digital businesses.

Lastly, the platform can also integrate with numerous business resources through one-click integrations and API support.

The Top CRM Software Vendors in 2025 and Beyond

CRM isn’t just a category anymore. It’s the foundation for how modern companies connect, sell, serve, and grow. As this year’s updates show, the platforms leading the way aren’t standing still. They’re adding real intelligence, cutting the admin noise, and giving teams tools that actually help, not just track.

Some of the top CRM software vendors on this list are built for scale. Others are designed for speed. A few are quietly rewriting what CRM even means. But they all have one thing in common: they’re focused on what comes next, whether that’s agentic AI, smarter workflows, or simpler ways to run a global team.

For enterprises ready to take the next step, CX Today is here to help.

Here’s where to go next:

• Dig into the data: Download our latest CRM and CX research for practical insights on what’s changing in 2025.
• Join the conversation: Get real-world advice from peers and share stop tips in the thriving CX Community.
• Experience the tech live: Meet vendors, test tools, and hear from decision-makers at upcoming events.
• Build your roadmap: Use our Ultimate Buyer’s Guide to navigate CRM, UCaaS, and everything in between.

If you’re ready to zoom out and explore where CRM fits into the wider unified comms space, don’t miss this:

The best contact center endpoints don’t just connect calls. They remove friction. They block out background noise, adapt to hybrid setups, and free up IT teams from constant troubleshooting. Whether it’s a noise-cancelling headset, a SIP phone built for cloud-first environments, or a smart camera that improves supervisor coaching, the right device changes the rhythm of a team’s workday.

This guide takes a closer look at some of the leaders in the CX Today Contact Center Endpoints and Devices Marketplace, and what they’re bringing to modern teams.

The Best Contact Center Endpoints Vendors

• • Jabra
  • Avaya
  • Microsoft
  • Poly
  • Cisco Webex
  • Logitech
  • EPOS
  • AudioCodes
  • Lenovo
  • Yealink

The Best Contact Center Endpoint and Devices Vendors

Every day, contact center agents log in expecting one thing from their tech: that it works. Whether they’re helping customers through high-stress situations or juggling multiple systems at once, devices need to keep up without getting in the way

For enterprise IT leaders, the pressure looks different. The right hardware should be easy to deploy, easy to manage, and built to support evolving platforms, whether that’s CCaaS, UCaaS, or something in between.

This year’s best contact center endpoints and device vendors are meeting that challenge from all sides. From global brands with decades of experience to fast-moving players focused on hybrid work, they’re helping CX teams stay focused, productive, and fully connected.

Jabra

Leading audio visual company Jabra produces a wide range of communication endpoints, ranging from speakerphones and cameras, to headsets, conference cameras, and accessories. The company offers a dedicated collection of headsets specifically designed for the contact center (the Engage Series), which offer features like intelligent noise cancellation.

For busy supervisors, the Jabra+ platform adds a live overview of headset usage, battery levels, and firmware, turning hardware into something that’s actually manageable at scale.

The brand’s newer devices are tuned for modern hybrid workflows. Many support simultaneous Bluetooth and USB connections, so agents can flip from desktop to mobile without thinking. For video calls or coaching sessions, Jabra’s PanaCast cameras offer wide-angle coverage and auto-framing that avoids awkward setups.

Jabra frequently stands out as one of the best contact center endpoints and devices vendors for teams looking for reliability, and versatility.

Avaya

Avaya has always known its way around enterprise communication, but it’s the hardware range that often flies under the radar. The J Series desk phones are a prime example: simple to deploy, easy to manage, and packed with the features contact center agents actually need.

Avaya’s endpoints are designed to combine comfort and versatility with durability. Users can explore both stereo and mono-style headsets, with features like active noise cancelling and echo reduction. Plus, companies can tap into microphone systems, and plug-and-play video bars.

For teams using Avaya Cloud Office or Spaces, integration is seamless. Settings follow users across devices, whether they’re dialing in from home or sitting in a high-volume hub. There’s also support for call analytics, headset plug-ins, and smart provisioning, all from a single interface that’s easy for IT to manage.

Avaya also offers touch-screen desk systems like Vantage, which blend the app feel of a smartphone with the reliability of a traditional SIP device.

Microsoft

Microsoft’s footprint in the contact center space continues to expand, not just through Dynamics, Teams and Azure, but through its growing ecosystem of certified hardware. For organizations already leaning into Teams for collaboration and calling, Microsoft’s approved devices have a lot to offer.

Every model listed under Microsoft’s “Teams Devices” catalogue meets strict certification criteria, tested for things like mute sync, native call handling, and one-touch meeting join. There’s less tinkering required, and agents can focus on conversations, not troubleshooting.

Most of the hardware is built by long-time players like Logitech, Yealink, and Jabra, but what ties it together is the Teams-native experience. USB headsets, Bluetooth options, speakerphones, and video bars,  all designed to work right out of the box with Microsoft’s contact center integrations.

On the backend, Teams Admin Center gives IT the tools to manage device updates, push configurations, and monitor usage across locations.

Poly/HP

Poly, working alongside HP produces a wide selection of powerful tools for the communications landscape. Headsets like the EncorePro series are engineered for long shifts and heavy call volume. They sit comfortably, block out background distractions, and stand up to years of use without skipping a beat.

Agents get crisp, well-balanced audio on both ends of the call. Supervisors get the peace of mind that comes with consistent, professional-grade sound. What Poly does particularly well is design for real-life contact center conditions.

Its Acoustic Fence mic technology actively cleans up surrounding noise, which is crucial in open-plan floors. SoundGuard protects against volume spikes, and the newer models feature smart sensors that detect when a headset is on or off, automatically muting or answering a call.

For deployment, the Poly Lens platform gives IT teams full control: remote updates, health tracking, and usage insights across thousands of devices.

Cisco Webex

Cisco’s long-standing reputation in enterprise networking gives it a natural edge when it comes to endpoint hardware. Its Webex Devices range brings that same philosophy, secure, scalable, and built for performance, into the contact center environment.

As one of the best contact center endpoints and devices vendors, Cisco offers a range of peripherals that work just as well for individual agents. Wired and wireless headsets, desk phones, and speaker systems all carry the same clean design and thoughtful controls. Many come pre-optimized for Webex Calling, with options to integrate with other CCaaS platforms too.

What Cisco brings to the table is consistency. Devices are auto-registered, auto-provisioned, and pull settings from the cloud, making life easier for IT. Agents benefit from native integrations, whether it’s a visual voicemail pop-up on the desk phone or proximity pairing between a headset and Webex app.

The recent focus on AI-enabled features like real-time noise removal and voice optimization adds another layer of value, especially in environments where call quality makes or breaks the experience.

Logitech

Global technology company, Logitech is well-known throughout the contact center landscape for its innovative range of devices and accessories. For communication purposes, companies can access a wide selection of webcams and speakerphones, as well as lightweight wireless and wired headsets.

The headset range includes the well-known Zone series, designed for all-day wear and built with thoughtful features like on-ear call controls, noise-reducing microphones, and USB-C support for modern laptops and docking setups. There’s also solid crossover with UC platforms: Microsoft Teams, Zoom, and Google Meet all certify Logitech gear for direct integration.

Logitech’s larger value lies in its ecosystem thinking. Many contact center supervisors or hybrid team leads are using Rally cameras or Logi Dock setups for video meetings and coaching calls. Everything stays in sync through Logitech Sync, a fleet management tool that tracks device status, firmware, and even room usage from a single dashboard.

The devices are comfortable, intuitive, and durable enough for high-rotation environments. Plus, with an increasing focus on sustainability and modular design, the brand is aligning with broader IT strategies too.

EPOS

Committed to delivering high-end audio solutions for enterprise teams, EPOS produces powerful contact center endpoint solutions for a wide range of business use cases. Options range from comprehensive meeting room solutions and video conferencing bars for collaborative customer service, to speakerphones and headsets.

The IMPACT series has become a go-to for CX teams who want pro-grade gear without a huge price tag. Lightweight frames, voice-focused tuning, and flexible connectivity (USB, Bluetooth, DECT) make these headsets adaptable to nearly any workflow. With Microsoft Teams certification on many models, integration into daily routines is seamless.

What sets EPOS apart is its proprietary sound processing. The EPOS Voice technology zeroes in on the human voice, while adaptive ANC keeps external distractions to a minimum. For agents working in open spaces or shared setups, that attention to acoustic detail can dramatically cut fatigue over a long shift.

IT teams also benefit from EPOS Manager, a device management suite that provides control over firmware, configurations, and analytics.

AudioCodes

Creating dedicated communication endpoints and solutions for Microsoft Teams, Zoom Phone, and the contact center, AudioCodes is a well-known vendor in the AV industry. For those looking for the best contact center endpoints, its IP phones and room systems are designed with clarity, compliance, and operational simplicity in mind.

The 450HD and 445HD phones are popular in high-traffic environments, equipped with large color screens, programmable keys, and built-in support for Microsoft Teams and Zoom. Each model is developed with IT scalability in focus, offering auto-provisioning, cloud-based management, and strong security frameworks out of the box.

For contact centers using hybrid cloud or transitioning to UCaaS, AudioCodes helps bridge that gap. The phones offer flexible SIP and native UC integrations, so teams can move from legacy infrastructure without sacrificing the agent experience. For supervisors, the devices deliver real-time visibility into call status and quality metrics.

On the backend, the AudioCodes Device Manager gives IT the ability to monitor, troubleshoot, and push updates remotely.

Lenovo

Lenovo may be best known for its laptops and business desktops, but its growing role in the endpoint space includes tools that work seamlessly within contact center ecosystems. Most notably, Lenovo’s ThinkPhone by Motorola is gaining traction among hybrid support teams that need secure mobile endpoints tied into UC platforms.

Designed with enterprise-grade security and native Android Enterprise integration, the ThinkPhone offers dedicated buttons for push-to-talk, call handling, and Teams access. It’s a natural fit for mobile supervisors or agents who move between sites, especially in industries like logistics, retail, or healthcare where on-the-floor visibility matters.

The ThinkPhone integrates into the ThinkPad ecosystem, allowing users to shift calls or apps between devices with one gesture. Pair that with Lenovo’s secure endpoint management tools, and IT gets both mobility and oversight without compromise.

Lenovo is also experimenting with extended reality, and hardware infused with cutting-edge AI.

Yealink

Specializing in endpoints and devices for unified communications and the contact center, Yealink produces a wide range of hardware options for businesses. Solutions range from comprehensive headsets and speaker systems, to webcams and IP phones. There’s even the option to leverage powerful cameras for video conferencing capabilities.

The SIP-T5 Series is a standout, offering HD voice, large touchscreens, and built-in Bluetooth and Wi-Fi. The T58W in particular adds video capabilities and seamless integration with platforms like Zoom Phone and Microsoft Teams, making it a solid pick for agents and managers alike.

On the headset side, the WH6 series delivers solid comfort and clear audio for busy environments. Wireless DECT options keep desktops clutter-free, while USB models offer direct plug-in access for hybrid setups. Noise cancellation and intelligent mute are standard, helping agents stay focused even in shared spaces.

Yealink also brings strength on the admin side. With Yealink Device Management Platform, IT teams can oversee firmware, configurations, and troubleshooting at scale.

Upgrade with the Best Contact Center Endpoints

Choosing the best contact center endpoints doesn’t just improve sound quality, it shapes how teams perform, how customers feel, and how smoothly operations run behind the scenes.

In any contact center, the tools sitting on desks, or clipped to ears, are just as critical as the platforms running in the cloud. That’s why the best contact center endpoints and device vendors are focused on durability, clarity, integration, and manageability. Agents stay connected, supervisors stay in control, and IT teams stay ahead of the curve.

Whether it’s time to modernize aging infrastructure or scale up for a growing remote workforce, the vendors in this list provide the building blocks for a more efficient, intuitive, and resilient contact center. Ready to take the next step?

• Dive into the data: Access our latest analyst-backed market reports to see how today’s devices stack up. – https://www.cxtoday.com/reports/
• Learn from the community: Join the CX Community to hear how others are navigating device procurement, hybrid deployments, and more.
• See it live: Explore upcoming industry events where you can try devices in person and meet the teams behind them.
• Simplify the buying process: The Ultimate CX Buyer’s Guide breaks down the journey, from RFP to rollout.

Looking for more direction on devices, peripherals, and endpoints that fit the future of CX? Check out the ultimate guide to customer experience.

The right software ensures businesses don’t just collect voice of the customer insights every once in a while, with the occasional survey. These systems pull in signals from different parts of the business, support tickets, call transcripts, reviews, web sessions, and help teams make sense of it all.

As the market for feedback software continues to accelerate, growing at a rate of 11.7% CAGR, it’s time for business leaders to evaluate which vendors can help them better understand their customers. Here are some of the top vendors offering feedback management software in the market today.

The Top Feedback Management Software Vendors

• • Medallia
  • Qualtrics
  • InMoment
  • Concentrix
  • NICE
  • Verint
  • Forsta
  • Alida
  • SMG
  • Avaya
  • Enghouse Interactive
  • NiceReply
  • HubSpot
  • UserTesting
  • UserVoice
  • Chattermill
  • Sprinklr
  • Usersnap
  • Listen360
  • Sogolytics
  • Simplesat
  • Apptentive
  • Outgrow
  • HappyOrNot
  • AskNicely
  • SurveyMonkey
  • TypeForm
  • SurveySparrow
  • Zonka Feedback
  • Survicate

The Top Feedback Management Software Vendors in 2025

There are a lot of platforms in this space. Some are built for enterprise IT teams, others are more hands-on for marketing or CX leads. What they all try to do is solve the same problem: how to take a mess of incoming feedback and turn it into something useful.

The ones listed here stood out for different reasons. Some are stronger on real-time alerts. Some offer deeper integrations. Others are introducing cutting-edge AI. But each one brings something solid to the table, whether the goal is improving retention, closing the loop faster, or just getting clearer visibility into what customers are actually saying.

Medallia

Medallia doesn’t just helps companies build the infrastructure for turning feedback into action, and not just in the call center. Whether it’s a shopper tapping “unhappy” on a kiosk, a customer venting on social media, or a hotel guest filling out a mobile survey, Medallia pulls it all together in one place.

The Experience Cloud is at the center of that. It takes structured and unstructured feedback, from web, voice, video, messaging, and more, and gives teams the tools to actually do something with it. Managers get real-time alerts when things go sideways. AI models pick up on emotion, urgency, or recurring issues before they blow up. And case management tools help teams close the loop, quickly.

For big enterprises juggling global teams, Medallia keeps things flexible. It integrates cleanly with CRMs and service platforms, and offers native support for privacy and compliance across markets.

Qualtrics 

Qualtrics has become one of the first names that comes up when companies talk about experience data. It’s not just a feedback platform; it’s an entire system for understanding how people feel, why they feel that way, and what to do next.

The platform connects different pieces of data from across the customer journey. It brings together survey responses, support interactions, reviews, even operational data, then layers on natural language processing and predictive analytics to help teams make sense of it.

The full XM solution can introduce insights into employee engagement, customer satisfaction, and brand awareness, combining them into a central view. Qualtrics also puts a lot of focus on making feedback visible to the right people. There are tools to build custom dashboards, set up automated alerts, and even link feedback to frontline KPIs.

InMoment 

One of the top feedback management software vendors focusing on the full experience ecosystem, from employee, to customer experience, InMoment offers a powerful platform to business leaders. Named a major player in conversational intelligence and analytics by IDC, InMoment forms part of the Forsta ecosystem.

With the platform, companies can connect feedback from surveys, reviews, digital interactions, and support channels, all in one place. But where InMoment really stands out is in how it handles unstructured data. Its text analytics tools dig into comments, transcripts, and social mentions to pull out the stuff that actually matters, without burying teams in noise.

There’s also a strong focus on actionability. The platform doesn’t just flag issues, it guides users toward what to do about them. That might be a recommendation for a store manager to follow up with a customer, or an alert to the product team about a recurring issue.

Concentrix 

Concentrix takes a different angle on feedback. Instead of focusing just on surveys or scores, it’s more interested in how the entire customer journey feels, and where it breaks down. The iX product suite uses artificial intelligence to clarify every element that impacts experience.

Their platform, ConcentrixCX, pulls feedback from all the usual channels, web, email, messaging, in-store. But what stands out is how the data ties into the bigger picture. Companies don’t just see what went wrong. They see when it happened, where in the journey it started, and what team’s responsible for fixing it.

It’s built with operations in mind. There are tools to route issues, track resolutions, and flag repeat complaints early. Teams can zoom in on individual problems or step back and see trends across products, stores, or regions.

NICE 

NICE has been around long enough to know where feedback fits in a contact center. It’s not something you look at once a week. It’s something you act on in real time.

Their CXone Feedback platform is built to do exactly that. It pulls in survey responses across channels and connects them to what’s happening inside the operation. That might be call wait times, escalation rates, or agent notes.

Enlighten AI is where it starts to go deeper. It scans responses for urgency, flags issues with high emotional weight, and surfaces patterns before they show up in your metrics. It can even trigger follow-up workflows automatically, so teams aren’t stuck reacting after the fact.

Verint 

CX and contact center innovator Verint offers a comprehensive toolkit to businesses in search of feedback management solutions. The platform supports multichannel surveying, to help businesses capture input across a range of platforms. Businesses can develop multi-modal campaigns, and utilize conditional logic to boost the chances of receiving relevant insights.

One feature that stands out is Open Feedback. It gives companies a way to capture unsolicited input, things like chat logs, forum comments, or in-app messages, and blend it with formal surveys. It’s especially useful for teams that want more than NPS trends.

Verint’s tools also align with other components of the Verint toolkit, from the agent copilot system, to the platform for in-depth business analytics, workforce engagement, and knowledge management.

Forsta 

Forsta is a software company committed to helping organizations access and leverage the voice of the customer. The digital feedback platform allows brands to use their website and company apps to build real-time views of digital customer journeys.

Forsta’s solutions are now aligned with the tools offered by InMoment, but there are plenty of other features to explore too. Forsta can mix structured and unstructured data into enlightening reports, and visualize patterns across customer journey.

There’s a big emphasis on presentation too. Dashboards, journey maps, and reports can be tailored for different teams, from the C-suite to frontline ops. Forsta also integrates easily with a range of other systems through open APIs and pre-built connectors.

Alida 

VOC company Alida specializes in total experience management, giving businesses the tools they need to collect insights from both employees and customers at the same time. The all-in-one toolkit comes with access to survey creation tools, allowing businesses to build branded surveys which focus on collecting data about specific KPIs and CX metrics.

The core of the system is a mix of survey tools, digital intercepts, and always-on feedback channels. But what makes it different is how it connects that feedback to actions. Users can tag ideas, vote on priorities, or track the progress of their suggestions through a branded portal.

Alida offers solid analytics and reporting too. Teams can slice feedback by customer type, location, or product line, and push results into CRM or support tools through native integrations. For product teams, it’s a clean way to spot patterns. For CX leaders, it’s a fast read on what’s improving, and what’s not.

SMG 

Experience and feedback management software vendor, SMG gives brands the tools they need to track customer experiences, and map buyer journeys. The platform offers insights into everything from customer sentiment to pain points, ratings, and reviews across a variety of channels.

They system collects data through short, mobile-friendly surveys, usually triggered right after a visit or transaction. The goal is to keep response rates high and get results in quickly. Store managers and frontline teams get daily alerts, so they’re not waiting weeks for head office to flag an issue.

The SMG platform comes with a comprehensive reporting and analytics kit too, marrying CX data with business intelligence, benchmarking, and AI-native text analytics. Companies can utilize role-based reporting tools, sort through data using API-centric open architecture, and even leverage real-time views of metrics with a mobile reporting app.

Avaya

Avaya’s been known for decades as a leading contact center vendor. But in recent years, they’ve put more energy into customer experience, and feedback now plays a bigger part in that.

Their voice-of-the-customer tools are integrated into the broader Avaya ecosystem. That means companies using Avaya for customer service don’t need to bolt on separate survey tools, they can trigger feedback requests automatically based on call outcomes, chatbot conversations, or agent interactions.

The platform supports voice, SMS, and digital surveys, with basic analytics and response tracking. It’s not as advanced as some of the standalone tools, but it’s tightly connected to contact center workflows, and workforce management strategies.

Enghouse Interactive

Enghouse keeps things straightforward. Their survey management tools are designed to plug directly into the contact center, so companies can gather feedback without adding a new system or changing how agents work.

It supports surveys across voice, email, and web, and lets teams build rules around when and how those surveys go out. That might be after a resolved case, a missed SLA, or a completed call. The feedback flows into dashboards where supervisors can review trends and drill into individual interactions. Enghouse plays well with existing systems too.

It integrates with Microsoft Teams and other enterprise tools, making it easier for hybrid and remote teams to stay aligned. Plus, the company also offers a voice of the customer (VoC) tool that aims to take customer listening to the next level.

NiceReply 

Leading customer experience and feedback management software vendor NiceReply offers a simple way to collect, manage and understand customer feedback. The company’s platform delivers access to a range of survey templates designed to assist organizations in tracking customer satisfaction scores, NPS, and more.

Business leaders can use NiceReply to send post-resolution, and in-signature email surveys, survey links, and other requests for feedback to clients in various channels.Most teams use it to track things like CSAT or NPS inside their helpdesk. The big draw is how well it fits into tools like Zendesk, Intercom, or Freshdesk.

There are some great reporting tools for teams that want to track trends or filter by agent or team. Leaders can also get alerts when something goes off track, like a drop in satisfaction or a spike in negative comments.

HubSpot 

Software as a service company HubSpot produces various flexible solutions for marketing, sales and service teams. As part of the organization’s comprehensive Service Hub, business leaders can access simple customer feedback software.

The solution includes tools for creating customer feedback surveys and sending them to clients across numerous channels, such as web links and email. Teams can send out NPS, CSAT, or CES surveys by email or display them on a website. The setup is quick, and responses go straight into contact records, so reps can see a customer’s history and recent sentiment in one view.

HubSpot’s automation features are excellent too. Companies can trigger surveys after a ticket closes, or start a workflow when someone leaves a low score.

UserTesting 

UserTesting gives you something most platforms don’t: context businesses can actually see and hear. Instead of asking customers how they feel, it shows organizations what they do and what’s getting in their way.

Businesses can set up a task, like using a new feature or finding information on a site. Then they pick an audience, and within a few hours, they’ll have screen recordings of real people going through the process, talking out loud as they go.

Teams can learn fast what’s working, what’s confusing, and what’s just broken. It’s especially useful for product and UX teams trying to catch issues early, before they ship. The platform also works for things like onboarding flows, email tests, or internal tools.

UserVoice 

UserVoice is built for one specific job: helping product teams understand what customers actually want, and giving them a way to act on it. It’s not a generic survey tool. It’s more like a shared suggestion box for growing companies.

Users submit requests, vote on features, and leave comments. Teams can sort through it all, group similar ideas, and track what’s picking up steam. There’s a workflow for tagging requests by customer segment or priority, and a feedback status feature to show which ideas are being reviewed, planned, or already launched.

Companies can even leverage an in-app feedback widget for their existing SaaS solutions. Built-in analytics capabilities make converting raw data into actionable insights easier too.

Chattermill 

Chattermill helps companies make sense of unstructured feedback at scale. Instead of looking at one channel at a time, it brings together reviews, survey comments, support tickets, and social posts, then runs them through natural language models to surface themes and patterns.

Teams get alerts when a new issue starts trending, or when sentiment drops around a specific product or region. AI systems can also automatically surface common trends and pain points. Chattermill’s platform can pull various customer comments and survey responses into one environment.

The machine learning models categorize feedback automatically and provide suggestions based on insights. Plus, companies can leverage built-in translation features and intelligent filters to help them sort through data.

Sprinklr

Sprinklr isn’t just a feedback management software vendor. It’s more like a full-blown CX stack for companies with large digital footprints. But buried inside that stack is a solid set of feedback tools that help track what people are saying across dozens of public and private channels.

It’s especially strong on social and digital listening. Teams can monitor conversations across platforms, while also pulling in reviews and customer support transcripts. Feedback gets sorted by theme, urgency, and even emotion, using built-in AI models.

What sets Sprinklr apart is how feedback connects with everything else. You can link insights to marketing campaigns, sales initiatives, or support operations.

Usersnap 

Usersnap is a specialist feedback management software solution provider focused on helping businesses make better decisions for growth. It concentrates mainly on highlighting insights connected to how customers use digital products.

Mostly, this platform attracts product and engineering teams that need to spot bugs, flag usability issues, or gather quick input during development. When users click a feedback button, they can annotate the screen, leave a comment, and submit it, all without leaving the page.

Companies can build branded portals for beta testers of products, visualize data with graphs and charts, and use AI to prioritize fixes and updates by impact. The platform also integrates seamlessly with tools like Jira, Slack, and Microsoft Teams.

Listen360 

Customer engagement and feedback management software vendors, Listen360 support brands in capturing actionable feedback from consumers throughout the customer journey. The suite of tools helps companies to keep quality consistent across every branch, partner, or location.

The platform sends short, post-interaction surveys to users right after a customer visit or service. Results come in quickly, and managers get real-time alerts when someone leaves a negative score or mentions a specific issue.

What’s helpful is how the data rolls up. Local teams see their own results, while head office can monitor trends across the entire network. There are tools for flagging problem areas, benchmarking locations, and even triggering follow-ups when someone leaves a comment worth chasing.

Sogolytics 

Software vendors Sogolytics design a host of tools for companies across various industries, from government groups to financial services. To help organizations take advantage of the benefits the voice of the customer can offer, Sogolytics embeds a range of feedback management capabilities into its platform.

Brands can use the technology to collect customer feedback across multiple channels and then automate responses for quick follow-up and resolution. There’s a built-in engine for digging into patterns, so you’re not just looking at response rates, but what’s driving them.

The Sogolytics platform also has built-in ticket management functionality to help professionals pinpoint which customer conversations they need to follow up with faster. Plus, analytics and reporting tools are available to assist business leaders in tracking trends.

Simplesat 

Built to help companies track, monitor, and improve their customer satisfaction scores, Simplesat is a straightforward software solution for feedback management.

Most teams embed Simplesat surveys directly into emails or ticket signatures. Customers rate the experience with one click, and the feedback shows up instantly in dashboards. It works with tools like Zendesk, Help Scout, and Intercom, so there’s no complex integration work.

The reporting is straightforward. Businesses can filter by agent, customer, or team, and set alerts when scores drop below a certain level. There’s also a handy testimonial feature that lets you turn positive feedback into social proof.

Apptentive (Alchemer Mobile)

Alchemer Mobile—previously known as Apptentive, specializes in in-app feedback. The platform supports brands in capturing messages from customers across various mobile channels. Teams can gather insights from customers when they’re using a product, in real-time. Everything happens in context, with minimal friction for the user.

The platform includes targeting tools to make sure feedback prompts only show up when they’re relevant, based on behavior, location, or time in-app. On the backend, product and marketing teams get a clear view of sentiment trends and response rates.

The system also offers tools for quizzes, polls, exams, and questionnaires. Plus, the company promises end-to-end security and compliance with ISO 27001, SOC 2 type 2, and GDPR.

Outgrow 

Outgrow is a little different from most platforms on this top feedback management software list. It’s not strictly a feedback tool; it’s more of a content builder that helps businesses engage people through interactive experiences like quizzes, calculators, polls, and forms.

Companies create short, dynamic surveys that don’t feel like traditional feedback forms. Organizations can collect customer preferences, reactions, or satisfaction scores through personalised flows, and embed them directly on websites, landing pages, or in emails.

It’s especially popular with marketing teams that want to turn passive visitors into active participants, and get a bit of insight in the process. There’s built-in logic, so users get different questions based on how they respond, and results can be routed into CRM or analytics tools.

HappyOrNot 

Most people have seen HappyOrNot terminals before, four smiley-faced buttons at checkout counters, airports, or public service desks. Behind those buttons is a platform built to help businesses understand how customers feel in the moment, without needing them to fill out a full survey.

The system is built for high-traffic, in-person environments. Feedback is anonymous, fast, and easy for anyone to give. HappyOrNot transforms data into visual graphs and reports, which users can easily share with members of their team. The platform also supports a variety of use cases, allowing brands to embed feedback functionality into apps and websites, touchscreen displays, and terminals or kiosks.

Real-time notifications and alerts even help to keep staff members on the same page. Plus, data gets rolled up into dashboards with hourly and daily trends, so managers can see performance patterns and make staffing or operational adjustments on the fly.

AskNicely 

AskNicely is focused on frontline teams. The platform is built around one idea: happy employees make for happy customers, and feedback should flow both ways.

It starts with fast, simple surveys that are typically tied to specific service moments. Customers give a quick rating and a short comment, which shows up instantly in team dashboards. Those insights are surfaced in real time, with the option to recognize high performers or coach around recurring issues.

AskNicely also includes goal-tracking tools and workflows that help teams close the loop. Companies can trigger follow-ups, track improvement over time, and share wins across locations. The flexible platform can connect with more than 50 leading tools, such as Microsoft Dynamics and Freshdesk.

SurveyMonkey 

Focused on the area of survey software, SurveyMonkey supports businesses in asking more relevant questions of their target audience. The platform aims to streamline the quest for customer feedback by allowing teams to build surveys faster and more efficiently, using convenient templates with pre-written questions.

Depending on the package the business chooses, SurveyMonkey’s technology can also include access to collaboration tools for teams. Within all plans, the SurveyMonkey service helps brands to manage multiple users, gain insight into customer sentiment, and preserve confidential data.

Additionally, automation systems, APIs, and powerful integrations help to align crucial customer data in one easy-to-follow workflow. There’s also built-in AI to make finding trends and opportunities across marketing, HR, product, and CX easier.

TypeForm 

Typeform is a feedback management software solution built around conversational forms. It helps businesses gather insights one question at a time, with clean, straightforward and interactive experiences, and a focus on keeping users engaged from start to finish.

The platform is ideal for marketers, product teams, and UX researchers who want to collect feedback without losing people halfway through. Companies can customize the look and flow, embed surveys on your site, and route answers to existing tools. In fact, Typeform integrates with more than 300 business apps.

According to the company, 95% of their clients gather data more easily after integrating their tools, and 87% say they end up with better insights into their target audience.

SurveySparrow 

Supporting companies in building more human, conversational relationships with customers, SurveySparrow is an omnichannel experience management platform. The solution comes with a built-in Business Intelligence system where teams can track KPIs and metrics related to core goals and campaigns. Plus, users can also leverage case management tools in the same place.

With solutions for automating customer interactions across a variety of channels, SurveySparrow supports companies in better understanding their audience’s journey. Plus, with a convenient survey builder, teams can rapidly design forms for clients to fill in minutes without the need for any coding or design knowledge.

SurveySparrow’s platform also includes tools for unlocking insights with AI, building trust with reputation management, and even service ticket routing.

Zonka Feedback 

Omnichannel survey software vendor Zonka Feedback prioritizes helping companies to improve customer satisfaction scores. Powered by AI, Zonka transforms unstructured feedback form chats, tickets surveys and more into actionable intelligence.

Companies can analyze customer service themes, score sentiment, and even use agentic AI to resolve issues and improve interactions in real-time. There are also customizable dashboards which allow businesses to deliver role-based insights to each department.

Plus, the straightforward platform also allows staff to export and share data easily. Zonka Feedback also helps businesses with listening to the voice of the employee, with employee feedback monitoring and surveys for tracking eNPS.

Survicate 

Survey and NPS software vendor Survicate provides businesses the tools they need to create custom surveys and learn more about their target audience. There are no survey limits or time limits on any of the plans offered by the company, ensuring teams can get a comprehensive view of customer sentiment and perception.

The platform supports email, link, and in-app surveys, with a library of templates for CSAT, CES, NPS, and feature requests. Companies can also segment results by user data, which makes it easier to spot patterns across customer types.

The data visualization tools are excellent, allowing companies to break down results into comprehensive dashboards with color coded insights.

Unlocking Insights with the Top Feedback Management Software

Every platform in this guide solves a slightly different problem. Some are built for frontline teams, others for product managers or digital teams. A few try to cover everything. But all of these systems make feedback easier to collect, understand, and act on.

The right fit depends on what kind of feedback matters most to each enterprise. Some companies need real-time alerts when something goes wrong. Others need long-term trend data to guide product decisions. Some just want a clean way to capture input across multiple locations without drowning in noise.

There’s no perfect platform. But there are smart, focused tools that can help businesses get closer to your customers. For those still struggling to make the right decision, CX Today offers a range of resources to drive progress forward:

• Dig into the data: Get exclusive insights from proprietary market research and reports, designed for CX leaders.
• Join the conversation: Learn from peers and thought leaders in the dynamic CX Community environment, and discover new ways to solve complex problems.
• See the tools live: Visit upcoming events and conferences where business leaders can put the latest software and systems to the test.
• Prepare a purchasing plan: Use our CX Buyer’s Guide to map out the next steps for every CX-focused investment strategy.

For enterprises ready to unlock the full value of surveys, polls, audience and employee data, CX Today is here to make the process easier, more strategic, and more valuable, one step at a time.

The tools these providers offer don’t just transcribe or summarize, they identify, understand, and alert agents to opportunities or threats in real-time. They’re highlighting customer intent, protecting compliance, and revealing trends as they happen.

Many of the top platforms wrap voice, chat, email, and social into a single view, delivering insights that drive sustainable growth forward. The question is, which solution provides the most value? This guide offers a snapshot view into the top vendors in the CX Today Conversational Intelligence marketplace, and what they have to offer.

The Top Conversational Intelligence Vendors

• • CallMiner
  • Calabrio
  • Uniphore
  • NICE
  • Sprinklr
  • Qualtrics
  • IBM
  • Google
  • Amazon Web Services
  • Verint
  • MiaRec
  • Cresta
  • Invoca
  • ASAPP
  • Medallia
  • Gridspace
  • Genesys
  • Five9
  • Talkdesk

The Top Conversational Intelligence Vendors: Next-Level Insights

For a long time, contact centers were focused on volume. Now, the emphasis is shifting, towards meaning, performance, and experience. That’s where the top conversational intelligence vendors come in. The platforms featured in this guide do more than just listen to conversations. They help teams respond smarter, supervise better, and automate faster.

Whether it’s coaching agents mid-call, flagging regulatory risks as they happen, or uncovering what customers aren’t saying directly, these tools offer more than analytics. They deliver clarity, and real business outcomes.

CallMiner 

A leader in the Forrester Wave report for the top conversation intelligence vendors for multiple years, CallMiner a pioneer in this space. The Eureka intelligence platform ingests every customer touchpoint, voice, chat, email, social, and enriches them with AI models that spot intent, emotional tone, silence, and even fraud indicators.

There’s also a built-in AI assist tool, designed to supply real-time guidance and streamline agent workflows. Plus, CallMiner’s tools can even automatically redact sensitive information from recordings, or visualize data with graphs and charts.

Enterprises can use CallMiner’s toolkit to map the customer journey, identify sentiment without surveys, optimize employee training and increase compliance. Plus, the system pairs well with CRM, WEM, and case management systems to convert insights into action.

Calabrio

Offering solutions for workforce management, call recording, and quality management, Calabrio supports companies in accessing deeper business insights. The Calabrio One platform combines all of the tools within the company’s ecosystem, with features for AI-powered employee engagement optimization, quality assurance, and data management.

It processes all conversation channels and layers AI transcription, sentiment detection, topic tagging, and automated summaries into agent dashboards. A big spring update added 70+ AI-driven tools: Auto QM flags interactions needing review, “Trending Topics” surfaces spikes in issues, and Interaction Summary speeds up post-call workloads.

Real-time alerts keep supervisors ahead of issues, and a new vacation planning feature supports agent wellbeing and retention. Calabrio also debuted “Insights”, a unified layer that connects performance, scheduling, sentiment trends and more, making it easier to spot issues like over- or under-staffing before they impact service.

Uniphore 

Uniphore’s Conversation Insights Agent uses generative AI to pull meaning from conversations in natural language. Want to know the top customer concerns this week? Ask it and get themes, sentiment trends, even root-cause clusters, without crafting keywords.

Their Business AI Cloud keeps everything enterprise-grade, with its own LLM, data guardrails, and no reliance on third-party AI services. At CCW, Uniphore demoed workflows that use agentic AI to take actions, ticket creation, routing, and draft responses, based on detected intent.

Uniphore also supports Emotion AI, tracking tone and sentiment to give agents live feedback or suggest empathy scripts. For global operations, it includes voice biometrics and real-time guidance at scale.

NICE  

Contact center and customer experience software vendor, NICE, leverages artificial intelligence in various parts of its portfolio, to support a range of use-cases. The company offers access to a comprehensive contact center interaction analysis toolkit, which can pull insights from interactions on any channel. There’s also the Enlighten AI ecosystem.

As one of the top conversational intelligence vendors, NICE makes it easy to gain a comprehensive view of customer satisfaction scores and opportunities, complaint management, and sales effectiveness.

The latest Agentic AI upgrades also allow businesses to design agents that can even make mid-call decisions, such as checking policy compliance or routing requests as soon as sentiment dips. That’s thanks to the Topic AI engine, which watches conversations and triggers actions at the right moment . There’s also a version tailored for EU data privacy, with all storage within EU borders.

Sprinklr 

Producing various AI-powered tools for the contact center, Sprinklr gives businesses deeper insights into workplace performance, engagement, and customer sentiment. The company’s AI-powered Conversations Insights solution uncovers blind spots in customer conversations, allowing companies to better map and optimize the customer journey.

Marketing, service, and risk teams all benefit: bots flag growing issues. Managers see the precise topic triggering spikes. The social listening add-on pulls images or GIFs mentioning a brand without leaving the platform. That means faster reaction to crises or product feedback .

On average users can cut trend-identification time from weeks to minutes. With sentiment, emotion, and anomaly detection built in, Sprinklr helps agents respond with finesse, moderators jump into fast-moving social threads, and leadership access insights before issues spiral.

Qualtrics 

An innovator among the top conversation intelligence vendors, Qualtrics has taken insights beyond customer service. The company produces a selection of three suites for customer and employee experience, including XM for people teams, customer frontlines, and strategy and research.

The conversational analytics tools empower brands to track predictive NPS scores, collect feedback automatically, monitor sentiment, and identify trends in customer discussions. With solutions like XM Discover, organizations can tap into omnichannel listening tools, to monitor customer experiences and perceptions across a range of environments.

During its X4 summit in March 2025 it emphasized the rise of “Experience Agents”, AI tools that pull together digital analytics and conversational cues to detect churn risk and employee sentiment in real time. Teams can even build their own custom bots.

IBM 

IBM’s watsonx Assistant gives enterprises a strong chat and voice AI platform that taps into LLMs and knowledge bases to automate self-service across sectors like healthcare, finance, and government. It can detect intent, surface key data points, and then hand over to a human as needed, all with context.

Tied to the broader watsonx AI suite is Orchestrate, an engine that sequences tasks across systems. For example, if a customer asks for order status, the assistant fetches order details, checks policies, and either answers directly or hands off for human approval. This all happens within a governed AI framework to address enterprise controls .

IBM also offers Cognos Analytics with Watson, a BI solution which can capture, clean, and connect data, providing access to rich visualizations.

Google 

Google has significantly ramped up its position among the top conversational intelligence vendors with its revamped Customer Engagement Suite (formerly CCAI). This is now a full-on CX platform that ties together best-in-class virtual agents, real-time coaching tools, reporting insights, and connective tissue between chat, voice and contact centre operations.

The platform is anchored on Gemini-powered Conversational Agents, which feature nearly 30 expressive voices, emotional nuance, and steerable speech tone. These agents are built through a no-code console that enables teams to spin up hybrid rules‑plus‑AI assistants in minutes.

On the agent layer, Google Agent Assist now includes AI Coach, a real-time advisor that prompts agents with compliance reminders, upsell suggestions, or next-step cues as conversations unfold.  Underpinning it all is Conversational Insights, which builds post-call analytics using auto-generated dashboards on topics, sentiment, and performance.

Amazon Web Services 

Amazon Connect’s Contact Lens is built with practical enterprise value in mind. It tracks real-time sentiment, flags keywords, and redacts sensitive data to reduce risk. A major add‑on in March 2025 delivers generative AI summaries available within seconds of calls ending.

Supervisors also get real‑time dashboards showing sentiment dips and agent adherence, meaning compliance issues can be detected mid-call, not after shifts. Users can toggle sentiment analysis on/off per compliance needs and integrate analysis with external voice systems. That means contact centers can layer Contact Lens on top of legacy infrastructure as they migrate.

Agents spend less time typing wrap‑up notes, supervisors spot and coach issues live, and compliance teams appreciate the granular redaction plus region‑based controls.

Verint 

Verint’s Conversational AI blends automated intelligence and bot workflows with enterprise‑grade oversight. Its open platform can be built in stages, starting with speech analytics and growing into intelligent virtual assistants and autonomous workflows.

The solution allows companies to automate actionable experiences with the Verint Intelligent Virtual Assistant, and track CX metrics across all channels. Verint’s range of solutions include the Intent Discovery bot, to identify the reasons behind customer calls.

There are Verint voice and digital containment bots, which use NLU to automate customer interactions in the omnichannel environment, and reduce escalations. Plus, companies can deliver seamless CX at scale with an intelligent assistant that uses machine learning and data to personalize consumer interactions on every channel.

MiaRec 

One of the top conversational intelligence vendors focusing on quality management and visibility without complexity, MiaRec captures every call. The company’s speech analytics solutions help organizations to understand the reasons behind calls, surface insights into sentiment, and develop strategies for improving the customer journey.

Their AI platform comes with built‑in calculators for Auto‑QA ROI and post‑call summary impact. MiaRec also introduced Generative‑AI tools that automate call scoring and generate CSAT and NPS metrics without the need for surveys.

The company’s toolkit can identify call drivers in seconds, and alert staff with useful notifications, improve agent performance with step-by-step guidance, and rapidly generate in-depth contact center reports.

Cresta 

Cresta has staked its claim at the top of the top conversational intelligence vendors list. Named a Leader in The Forrester Wave for Q2 2025, it scored a perfect rating across criteria like real‑time guidance, actionable insights, and safety controls for generative AI.

The platform combines human agent coaching and AI‑driven agent assignments, merging Conversation Intelligence with bot orchestration. A new omnichannel AI Agent layer handles voice, chat and digital channels while providing unified performance reporting.

Cresta’s model also ensures enterprise‑grade readiness, with transparent model training and a scalable AI maturity pathway. The company’s solutions are custom tailored to each business, and can be customized without the need for extensive coding. Plus, Cresta’s scalable architecture also includes ultra-low-latency transcription.

Invoca 

Invoca stands out among top conversational intelligence vendors with a singular focus on revenue-driven outcomes. In Forrester highlighted Invoca as one of the strongest performers and praised its ability to “support the full buyer journey,” giving top scores in signal extraction, insights discovery, and marketing optimization.

Invoca’s platform ingests calls, maps them to marketing campaigns, and helps businesses make intelligent decisions for journey orchestration. Plus, the Signal AI offering makes it simple to dive deeper into the hidden insights in every voice discussion, with actionable advice and suggestions for agents. Data-based agent coaching is built-in too.

Invoca’s tools also integrate with Google platforms, social advertising systems, and a range of other business tools through APIs.

ASAPP 

ASAPP is staking its claim as one of the next-gen top conversational intelligence vendors by weaving AI deeply into every step of the agent experience. Its GenerativeAgent model handles complex voice or chat interactions independently, calling on human agents only when necessary.

The system includes AutoTranscribe for ultra-fast transcription, AutoSummary for distilled call summaries, and live agent assist that suggests responses in real time. Large enterprises in finance, insurance, and telecom report that ASAPP lowers average handle time by up to 50 percent and cuts service costs by nearly 80 percent per chat.

ASAPP’s AI Native infrastructure supports strict security requirements and can plug into legacy contact center systems. Supervisors get dashboards detailing bot-handled volume, escalation trends, and compliance hits.

Medallia

Medallia brings conversation intelligence into its wider Experience Cloud, tying agent performance directly to CX and VoC outcomes. Named a Leader in Gartner’s 2025 VoC Magic Quadrant and recognized for handling structured and unstructured data streams, Medallia makes it easy to flag trends across voice, chat, surveys, and social in one unified system.

Its CI engine automatically identifies emotion, customer pain, and emerging issues, prompting real-time alerts to managers or even automated follow-up actions. Every conversational data point rolls up into the wider employee and customer experience picture. That makes it easier to justify investment since CI becomes part of retention, brand health, and loyalty strategies.

For large, matrixed organizations where CX isn’t confined to the contact center, Medallia offers a strategic option. It connects real‑time agent performance with brand-wide experience goals, helping ensure conversational moments serve broader business objectives.

Gridspace 

Gridspace takes a developer-first approach to conversational intelligence, focusing on reliable voice workflows and compliance safeguards. Its virtual agent, known as Grace, handles hundreds of thousands of simultaneous voice calls, with special attention to preventing hallucinations and delivering consistent performance in regulated industries like healthcare and finance.

On the analytics side, Gridspace delivers real-time transcripts, QA scoring, and custom voice workflows via APIs. That level of transparency makes it a strong fit for teams building bespoke compliance checks or outcome-based QA rules.

Agents can use Gridspace to automatically determine which events are the most positive, negative, and urgent in the contact center. Plus, Gridspace’s pre-trained language models can track various customer metrics, then hand information over from one agent to another, for a more seamless and immersive customer experience.

Genesys

Genesys continues to push boundaries as one of the top conversational intelligence vendors. Its Agent Copilot tool fills in gaps, automatically suggesting knowledge articles, summarising calls using generative AI, and reducing after-call work.

The company’s AI solutions include features for predictive engagement, ensuring salespeople can pinpoint opportunities in advance. In the 2025 release, Genesys also rolled out intent and entity detection for emails, making conversational intelligence truly omnichannel.

Live call monitoring helps businesses stay on top of quality scores, and even identify opportunities for agent training. The generative AI tools can even plan out entire management and development strategies based on business insights.

Five9

Offering a huge selection of AI-powered tools for contact centers, Five9 combines conversational analytics capabilities with AI chatbot builders, virtual agents, and more. The company’s AI solutions can automatically analyze a range of conversations across different channels, offering overviews of sentiment, topic trends, and agent performance.

Five9 Genius AI brings agentic experience to life. The Intelligent Virtual Agent handles routine tasks, while AI Agent Assist provides real-time summaries and knowledge suggestions for live agents. There’s also “Spotlight for AI Insights” which allows teams to ask for custom metrics like “upsell success” or “drop-off themes” and get results fast.

Five9’s dashboards now support persona-based reporting and over 140 pre-built dashboards, plus real-time transcript streaming into ServiceNow to boost agent efficiency.

Talkdesk

Talkdesk continues refining its position among top conversation intelligence vendors with tight updates that CX teams appreciate. Interaction Analytics now delivers “Mood Insights” that track emotional peaks and valleys during interactions and flag shifts that matter. The company also added Premium Redaction, letting enterprises wipe audio and transcripts of sensitive info selectively.

The Knowledge Creator tool also spots gaps in the knowledge base and pushes ready-to-use content to Autopilot bots and Copilot agents. That means faster onboarding and smarter self-service. Its dashboards combine sentiment, intent bubbles, and agent performance, so supervisors don’t have to guess what’s happening

Talkdesk’s UI is praised for being clean and easy to use, with agents able to switch channels without losing context, and there are plenty of integration options available too.

Harnessing Growth with the Top Conversational Intelligence Vendors

All of the top conversational intelligence platforms covered in this guide have one thing in common. They’re built for real-world business. That means they come ready for global rollout, they plug into the tools teams already use, and they don’t take months to configure.

But finding the right fit isn’t just about ticking feature boxes or comparing demos. It’s about choosing a platform that lines up with how your teams work.

Here’s how to take the next step forward:

• Dig into the data: Get our latest reports with real stats, trend breakdowns, and vendor comparisons.
• Join the CX Community: Connect with people solving the same challenges you are, from IT leaders to CX pros, in our CX community.
• See it in action: Attend upcoming events to meet vendors, watch demos, and learn from real-world case studies.
• Plan your investment: Use our Ultimate Buyer’s Guide to take the guesswork out of planning the ultimate contact center rollout.

Customer service is moving fast. These platforms give companies more than just an intelligent way to keep up with the latest trends and changes. They ensure every enterprise can take a data-driven approach to revolutionizing CX.

Combining solutions for compliant conversation recording, with real-time monitoring, security alerts, and risk mitigation, these vendors ensures contact centers can stay one step ahead of compliance regulations.

Today, these partners are becoming increasingly crucial. As the customer journey grows increasingly complex, the volume of data generated by interactions grows, and AI enters the scene, businesses need to be more cautious than ever before.

Enterprise buyers aren’t just looking for tools. They’re looking for security and compliance vendors who can deliver transparency, scalability, and proactive risk management, without compromising on customer experience. This guide examines some of the leading companies from the CX Today security and compliance marketplace, exploring everything they have to offer teams.

Contact Center Security and Compliance Vendors

• • Pindrop
  • PCI PAL
  • Oak
  • Smarsh
  • Cisco
  • Theta Lake
  • Dubber
  • IBM

Top Security and Compliance Vendors for Contact Centers

Data privacy is now built into how the best contact centers operate. Whether it’s managing real-time fraud detection, securing cloud infrastructure, or ensuring agents never come into contact with cardholder data, the vendors in this list have earned their spot by helping teams stay compliant and agile, at scale.

Each vendor brings something unique. Some are pioneers in AI-driven threat detection. Others specialize in secure payment orchestration, or end-to-end recording compliance. Together, they offer a snapshot of how the industry is responding to rising complexity, and what enterprise buyers should be looking for in a partner.

Pindrop 

Combining audio, video, and AI technologies with a comprehensive risk database, Pindrop provides protection to both contact centers and their customers. The company offers solutions for intelligent voice authentication, minimizing call center fraud, as well as tools for mobile app voice ID and security.

With Pindrop, companies can fight back against a range of issues, from phishing and spoofing attempts to identity theft and account mining. Its platform layers voice biometrics, phoneprint analysis, and behavioral signals to create real-time caller risk scores. That means less reliance on static security questions and a faster path to identifying bad actors.

Calls flagged as high-risk can be automatically rerouted to fraud response teams, while known and trusted customers get a smoother, faster service experience. Its Risk-based Routing system also integrates with leading CCaaS platforms, allowing enterprises to act on threats in real time.

Pindrop now even offers solutions like the Pulse system, designed to help businesses detect “deepfakes” in the AI era. Plus, it’s been recognized as an industry leader with more than 270 voice security patents.

PCI Pal 

Securing transactions and interactions throughout the contact center landscape, PCI Pal supports organizations all over the world with a variety of intelligent tools. The company specializes in ensuring companies can adhere to PCI DSS standards, enabling access to everything from streamlined IVR payment systems, to speech recognition tools, and agent assistance solutions.

When a customer’s ready to pay, PCI Pal steps in behind the scenes. The agent stays on the call, but the numbers go through a secure, PCI-compliant channel. In 2025, PCI Pal has added broader coverage for digital payments. Teams can now offer secure transactions over SMS, live chat, and social platforms, all routed through the same compliance layer.

Like many of the top contact center security and compliance vendors, PCI Pal works alongside contact center leaders like 8×8, as well as various PSPs, UCaaS, and CRM partners. All tools offered by PCI PAL are also scalable, and cloud-based so companies can remain agile as they grow.

OAK 

Offering a range of solutions for compliant call recording and reporting, OAK helps businesses leverage end-to-end tools for archiving, data storage, and management. The company partners with countless software leaders such as Microsoft, Avaya, Mitel, and Gamma, to offer technologies that integrate seamlessly with the existing customer service technology stack.

OAK also offers dedicated solutions for companies in highly regulated environments, like healthcare, as well as recording and reporting tools for Microsoft Teams.

Its ClarifyGo platform records calls, screens, and agent activity in real time. Each interaction gets stamped with helpful context: agent name, call type, duration, sentiment tags. When a request comes in every company gets a clear, searchable trail.

Today, Oak allows teams to spin up secure recording environments without waiting weeks. Smart search is now sharper too, with AI tagging that helps flag risky phrases, unresolved complaints, or moments where a script wasn’t followed.

Smarsh 

Ranked among the top security and compliance vendors for companies in highly regulated industries like finance, government, healthcare, and law enforcement, Smash is a leading SaaS company. The group’s end-to-end compliance platform allows companies to capture and protect content from every communication channel, from SMS, to voice and email.

The goal is coverage, without complexity. Smarsh ingests data from dozens of channels, then indexes and preserves it in a way that satisfies SEC, FINRA, GDPR, and more.

In 2025, Smarsh is leaning into policy automation. Admins can set rules around who communicates with whom, over what channel, and what triggers an alert. It’s proactive compliance, not just after-the-fact cleanup.

There are intelligent tools for storing business data, examining cybersecurity and vendor risk, and tracking potential threats. Plus, the solutions available from Smarsh can integrate with tools like Microsoft Teams.

Cisco 

Delivering a range of technology solutions for contact center and unified communications, Cisco supports businesses in implementing digital transformation efforts that align with evolving compliance requirements.

The company offers a comprehensive set of network and IT security services, as well as compliance management and configuration solutions. Its Webex Contact Center suite includes built-in tools for end-to-end encryption, real-time threat detection, secure recording, and role-based access controls.

For 2025, Cisco has integrated tighter DLP (Data Loss Prevention) features and extended compliance capabilities into its observability tools. Admins can track data movement across the stack, set policies around PII exposure, and respond quickly to anomalies.

Another strength is audit readiness. Reports are structured for compliance frameworks like GDPR, HIPAA, and SOC 2, making them easier to use when it counts.

Theta Lake 

Delivering security and compliance solutions to modern teams and contact centers, Theta Lake helps enterprises manage and reduce risk. A leader among security and compliance vendors, Theta Lake offers a comprehensive compliance and archiving suite, with solutions for automated risk detection, compliance workflow tools, and archiving capabilities.

Theta Lake’s solutions include integrated communication capture tools for various forms of communication, cloud-based directories, monitoring tools, and analysis options.

New in 2025 is deeper AI analysis. Theta Lake now flags not just risky keywords, but contextual violations,  like screen sharing customer data, or discussing regulated topics in unsanctioned spaces. Admins get smart alerts; end users get quiet nudges.

Theta Lake has even been recognized as a visionary by Gartner’s Digital Communications Governance and Archiving solutions Magic Quadrant, for its unified ecosystem.

Dubber 

Security and compliance vendor Dubber offers a host of purpose-built solutions designed to protect businesses against communication threats. The solution can capture rich content from all types of communication channels. It also empowers companies to implement their own custom policies for data collection and retention.

Unlike older solutions that rely on specific hardware or endpoints, Dubber runs natively on networks, which means it records at the carrier level. There’s no setup on the user side, no dependence on endpoints, and no risk of gaps.

In 2025, Dubber is focused on transcription accuracy and voice AI. Its platform can detect sentiment shifts, flag compliance issues, and generate searchable records, all in real time. It also supports keyword alerts, helping supervisors respond quickly when conversations veer into risky territory.

For contact centers, especially those running UCaaS and CCaaS platforms at scale, Dubber takes the burden off IT while giving compliance teams exactly what they need.

IBM 

Leading technology vendor IBM offers various intelligent tools to business leaders, covering everything from AI to networking. The IBM Security and Compliance center empowers teams to identify and address security, compliance, and risk issues within hybrid and multicloud environments.

The solution is built for contact centers with complex infrastructure or layered integrations. Admins can define compliance baselines, track drift, and automate response when a system falls out of spec. Plus, the system can adapt to suit different needs with vulnerability management, cloud detection response and other tools.

The 2025 rollout focuses on unified compliance scoring and AI-enhanced risk detection. Instead of chasing alerts across tools, teams can see where their greatest risks sit, and what actions are already being taken.

The interface is built for decision-makers, not just engineers. Visualizations track progress against standards like ISO 27001, NIST, GDPR, and more, with export-ready evidence for audits.

Why Security Isn’t Just an IT Concern Anymore

Security used to be about firewalls, passwords, and back-end protocols. But in today’s contact center landscape, it reaches into workflows, agent behavior, customer trust, and even brand reputation.

Regulators are asking harder questions. Customers are sharing more sensitive information across more channels. with AI, cloud platforms, and remote teams all in play, the risk surface has grown wider than ever. The vendors in this guide aren’t just solving isolated problems. They’re helping build frameworks that make compliance part of the everyday.

For buyers, the challenge isn’t just choosing the most advanced tool. It’s choosing the right combination, the ones that align with internal policies, customer expectations, and operational realities.

CX Today, helps enterprise leaders cut through the noise and focus on what matters: performance, protection, and long-term CX success.

• Dive into the data: Access the latest research to benchmark vendors, evaluate market shifts, and identify the security trends shaping contact centers in 2025.
• Join the conversation: Connect with IT leaders and CX professionals inside the CX Community to share strategies and ask the questions vendors can’t always answer.
• Explore what’s next: From expos to webinars, see the newest security solutions in action at upcoming events across the CX space.
• Buy with confidence: Use the Ultimate CX Buyer’s Guide to walk through every step of the procurement journey, from compliance scoping to vendor evaluation and rollout.

Security doesn’t need to slow your contact center down. With the right tools and partners, it can become the engine behind faster, safer, and more confident customer engagement.

That’s where the top business intelligence companies deliver value. These platforms help teams act, pivot, and personalize at scale. Whether embedded in the contact center, powering marketing attribution, or guiding product strategy, today’s top BI companies are essential to enterprise growth.

But as the market grows, towards a value of $63.17 billion by 2034, choosing the right vendor becomes more complex. This guide, drawing from the vendors featured in the CX Today Business Intelligence marketplace, aims to simplify the enterprise search.

These are the top business intelligence vendors to know in 2025,  what they do, how they’re evolving, and why they matter to enterprise CX.

Top Business Intelligence Companies

• • Salesforce
  • Microsoft
  • Qlik
  • Domo
  • ThoughtSpot
  • Sisense
  • Oracle
  • Google
  • SAP
  • TIBCO
  • SAS
  • IBM
  • Yellowfin
  • Tellius
  • Amazon Web Services (AWS)
  • Alibaba Cloud
  • Zoho
  • Pyramid Analytics
  • MicroStrategy
  • Incorta
  • Spotfire
  • GoodData

The Best Business Intelligence Companies for Smart Insights

The top business intelligence companies in 2025 aren’t just offering reporting tools. They’re building integrated platforms that combine artificial intelligence, real-time analytics, and cross-functional collaboration to drive outcomes across the customer journey.

This list spotlights the top BI vendors helping organizations cut through data noise and turn raw metrics into meaningful decisions. Whether you’re scaling a CX operation, automating insights, or rolling out self-service analytics across teams, the vendors below offer platforms that are ready for complex, high-volume enterprise environments.

Salesforce 

Salesforce doesn’t lead with “business intelligence” as a headline, but make no mistake, it’s everywhere in the ecosystem. At enterprise scale, it’s often the glue between data, decisions, and delivery. With Salesforce, companies can discover new ways to enhance the sales pipeline, improve customer journeys, and enhance service delivery.

The company’s comprehensive Tableau platform allows organizations to automate discovery and analysis, leveraging AI models to surface deeper insights from huge volumes of data. In 2025, the real shift is Tableau Pulse,  a feature that doesn’t just track metrics but flags them when something changes.

It works well with Data Cloud, Salesforce’s unified data engine, which pulls customer data from CRMs, commerce platforms, and service records. That foundation powers things like AI recommendations, Agentforce strategies, customer journey forecasting, and real-time decisioning across sales and support channels.

Microsoft 

Power Technology vendor, Microsoft makes drawing insights from business data simple, with the intuitive Power BI platform.

The solution ensures companies can draw valuable information from multiple sources, including Microsoft platforms like Teams. Plus, it works with intelligent automation and workflow building tools, allowing company to automate a range of discovery processes.

For teams already using Excel, Outlook, Teams, or Dynamics 365, Power BI just slides in. No awkward integrations.  This year, Microsoft added more AI to the mix. Copilot for Power BI is getting better at writing reports and visuals based on a quick prompt.

There’s more under the hood, too. Governance controls are stronger now. Admins can tag sensitive data, set access levels, and audit who’s pulling what. That’s a plus for teams dealing with compliance-heavy industries like finance, healthcare, or government.

Qlik

Delivering a host of solutions for business analytics and intelligence, Qlik specializes in data integration, data quality, and reporting. The customizable platform offered by the company can integrate with a huge selection of business tools and cloud services.

Qlik tends to land in two types of enterprise environments: those swimming in fragmented data, and those trying to do something useful with it. The platform works well in both. That’s partly why it keeps showing up on lists of the top business intelligence companies.

In 2025, the big push is around Qlik Staige, the company’s AI and ML suite, now baked into its analytics platform. It helps teams automate insights and even nudge actions through real-time alerts.

Qlik Cloud has also matured. It handles hybrid data architectures better now, and supports direct query, in-memory, or both. This matters for large CX teams juggling cloud warehouses, on-prem data lakes, and operational CRMs all at once.

Domo

Cloud software company, Domo, is responsible for a comprehensive range of business intelligence tools, data integration solutions, and AI applications.

In 2025, the platform has doubled down on self-service analytics, prebuilt apps, and embedded workflows, tools that get insights in front of people without hand-holding from IT.

The UI leans simple, which helps. CX teams can track ticket trends, sales velocity, or voice-of-customer sentiment with drag-and-drop tools. Managers can push those dashboards into Slack or email with scheduled updates. Field teams can access KPIs on mobile without waiting for VPN access.

It’s also worth noting Domo’s push into App Studio, which lets companies build custom analytics tools on top of the BI layer. That means everything from contact center scorecards to account health monitors, tuned to specific workflows and roles.

ThoughtSpot 

Technology company ThoughtSpot produces business intelligence analytics software, intended to streamline access to useful insights. The AI-powered platform benefits from a convenient search-engine-style interface, ensuring teams can ask questions of their data without complex coding.

The latest version of ThoughtSpot Sage lets users ask things like, “Which customer segments are dropping in satisfaction this month?” and get a chart, explanation, and suggested action, all in one go. It’s meant for business users who need answers quickly, without chasing analysts or building SQL queries.

Underneath, ThoughtSpot connects directly to cloud warehouses like Snowflake, Databricks, or Google BigQuery. That means the data is always live and updates automatically. Plus, the ThoughtSpot team also offers step-by-step guidance and consulting options to beginners, as well as intuitive webinars.

Sisense 

Like many leading business intelligence companies, Sisense supports organizations in building AI-driven insights into their existing systems and processes. The company’s platform supports pro-code, low-code, and no-code solutions, to suit a wide range of companies. Plus, Sisense gives organizations a range of ways to make the most of their data.

In 2025, Sisense is leaning harder into its Fusion Embed platform. This lets teams bring analytics straight into web apps, internal tools, or customer-facing portals. If a CX platform wants to show account health scores to agents in real time, Sisense makes that possible, no platform switch required.

Companies can leverage visualization tools to create graphs and charts about important business processes. Plus, there’s an intelligent alerting system, which ensures businesses can automatically monitor essential KPIs and spot changes quickly.

One standout feature this year is Sisense’s Knowledge Graph, which maps relationships across multiple datasets. This helps surface connections that aren’t obvious at first glance.

Oracle 

Technology giant, Oracle, produces a huge range of technology solutions for business leaders. The company’s comprehensive portfolio covers everything from customer relationship management, to data storage and discovery.

The current offering, Oracle Analytics Cloud (OAC), isn’t trying to be the most intuitive platform for brand-new users. It’s built for teams who already live in Oracle environments, finance, operations, logistics, or enterprise CX. That tight coupling gives OAC access to a wide range of data: ERP, HCM, marketing automation, and CRM all under the same roof.

Oracle is focusing on augmented analytics in 2025. The platform surfaces predictions, not just trends, using embedded machine learning models. A CX director, for example, can receive alerts when customer sentiment shifts outside the norm, along with projected impacts on churn or upsell.

Oracle also supports natural language querying now, along with visual data storytelling. These tools are helping non-technical teams dig into data faster.

Google 

Looker used to be the BI platform for data teams. Now, under Google Cloud, it’s positioned as something bigger: a semantic layer for enterprise-wide intelligence. In practice, that means CX, sales, ops, and marketing teams can all work from the same definitions.

In 2025, the most interesting evolution is how Looker now connects with Gemini. This allows users to ask questions in plain English,  “Which regions are behind on NPS this quarter?” and get clean, visual answers pulled straight from live BigQuery tables. There’s less toggling, fewer exports, and more alignment between teams.

Looker also plays well with non-Google tools. It integrates with Tableau, Power BI, and Sheets, meaning it doesn’t force teams to abandon their habits.

Companies can leverage BigQuery for multi-cloud data warehousing, Looker for business intelligence and embedded analytics, and Connected Sheets for comprehensive analysis.

SAP 

Software company SAP competes with leading business intelligence companies with the “BusinessObjects” suite. This centralized suite of solutions combines data reporting and visualisation, with report development and sharing. While the BusinessObjects offering is an on-premises BI layer for data analysis, there are cloud solutions available.

In 2025, SAP has also been shifting attention to SAP Analytics Cloud, a more modern, cloud-based solution that brings together planning, business intelligence, and predictive analytics in one interface.

The real value for CX teams lies in connected data models. These allow sales, service, and marketing teams to forecast outcomes based on real-time inputs from other systems. Want to know how support ticket surges impact retention in retail? Or how delivery delays affect NPS in logistics? SAP ties those threads together.

With built-in features like natural language queries, predictive modeling, and integration with SAP HANA, the platform works well for teams who already rely on SAP for core processes.

TIBCO 

Focusing on the development of business intelligence solutions for the digital age, TIBCO supports organizations in accessing historical reports, and real-time dashboards.

The TIBCO platform delivers industrial-strength solutions for tracking performance metrics. Plus, companies gain access to a solution that can adapt to suit their need, in the cloud, on-premises, and at the edge.

TIBCO Spotfire, has evolved from classic dashboarding into a full suite for AI-powered analytics, visual exploration, and real-time event monitoring. One feature that’s getting more use? Streaming analytics. TIBCO can process live data from sensors, CRM logs, or digital interactions and trigger alerts or visual updates in seconds.

Spotfire also comes with built-in data wrangling, geo-analytics, and Python/R integration. That makes it a flexible option for teams who want both visual tools and hands-on access to the guts of the data.

SAS 

Analytics software and technology vendor SAS ensures companies from all industries can transform raw data into comprehensive business intelligence. The company’s augmented analytics and business intelligence software is an interactive, AI-driven offering which takes advantage of next-level automation, as well as large language models and generative AI.

The core BI platform, SAS Visual Analytics, offers advanced data exploration, automated insights, and rich storytelling features. It’s not aimed at casual dashboard users. It’s designed for teams that want to model complex scenarios, validate assumptions, and build out predictive use cases that stretch beyond basic KPIs.

With the SAS Viya offering, companies can gain real-time insights into crucial metrics and KPIs, and leverage predictive analytics for rapid business decision making. Plus, the company’s offering works seamlessly with a huge variety of cloud solutions, from AWS, Google, and other market leaders. There’s even the option to build reporting tools into existing software systems.

IBM 

Cognos has been part of IBM’s analytics portfolio for decades, but it’s not riding on legacy. In 2025, Cognos Analytics with WatsonX is focused on explainability, automation, and scale, key priorities for CX teams under pressure to deliver measurable outcomes.

One of Cognos’ most useful strengths is how it blends self-service discovery with governed reporting. Teams can run quick queries and build ad-hoc visuals, while IT keeps control over data definitions and source integrity. That mix of flexibility and oversight works well in regulated sectors or multi-region deployments.

The new integration with WatsonX AI and machine learning takes things further. Teams can now ask questions in plain language, get AI-powered insights, and surface forecasts based on customer behavior, ticket history, or sales performance.

Another area IBM has improved is mobile optimization. Dashboards are easier to access on the go, and alerts can be configured to flag anomalies mid-shift.

Yellowfin 

Like some of the other top Business Intelligence companies, Yellowfin focuses on making useful insights more accessible to teams of all sizes. With the Yellowfin platform, companies can combine all of their data sources into a single ecosystem, complete with data storytelling tools and automation. Teams can collaborate on comprehensive reports, with AI-assisted natural language querying.

At the center is Yellowfin Signals, a tool that automatically scans your data for changes, spikes, or patterns worth flagging. Instead of building dashboards and hoping someone checks them, the platform pushes alerts to users with full context, charts, explanations, and links to the underlying data.

Also useful is Yellowfin Stories, which lets analysts or CX leaders annotate charts with commentary, screenshots, and external links.

Yellowfin also offers smooth integrations with cloud warehouses and CRMs, plus embedded BI options for companies that want to bring insight directly into apps or customer portals.

Tellius 

Tellius is one of the newer names in the top business intelligence companies conversation, but it’s quickly making space for itself by solving a problem most legacy platforms ignore: speed-to-insight for non-technical teams.

The core product combines search-driven analytics with automated decision intelligence. This feature, called Smart Insights, has seen strong adoption in 2025 across CX and customer service teams.

Managers can diagnose performance issues or campaign drops without building reports from scratch. It also helps teams move faster during quarterly planning or incident reviews.

Tellius integrates with major data warehouses like Snowflake, Redshift, and Azure, and can ingest data directly from CRM and helpdesk platforms. There’s a new AI assistant as well, built to generate data stories in natural language, ready for exec reviews or team huddles.

Amazon Web Services 

Technology giant Amazon Web Services (AWS) produces various tools for data collection, analysis, and insights. The core BI system offered by the company is Amazon QuickSight, a toolkit designed to eliminate data silos and unify information at scale.

QuickSight allows companies to achieve various business goals through modern interactive dashboards, embedded analytics, and natural language queries. Plus, it comes with access to Amazon Q. The Q AI assistant that lets users type questions and get answers instantly.

Teams ask, “Which product lines are falling behind in customer retention?” and Q returns the data, visualized, explained, and sometimes even projected forward.

QuickSight also powers serverless dashboards, which scale on demand. That matters when CX leaders need to share insights across global teams without worrying about provisioning or backend load times.

Alibaba Cloud

The cloud division of the Alibaba company, Alibaba Cloud, serves the business intelligence needs of companies worldwide with the “Quick BI” offering. The dynamic platform empowers teams to align different sources of data, from SQL servers to local files. Plus, the drag-and-drop solution simplifies the art of data modelling and visualization.

The 2025 version puts more emphasis on self-service dashboards, mobile access, and prebuilt connectors to commerce platforms, CRM systems, and third-party logistics apps, all major priorities for companies working across marketplaces or direct-to-consumer environments.

For CX and marketing teams, Quick BI offers natural language search, interactive reports, and drill-downs that don’t require SQL. With comprehensive control over access permissions, and flexible embedding to allow companies to infuse their existing tools with insights, Alibaba delivers a comprehensive solution.

Zoho 

Leading cloud technology and software company, Zoho, delivers a wide range of tools to business leaders, ranging from helpdesks and collaboration tools for teams, to customer service systems. Like some of the other top business intelligence vendors, Zoho delivers its technology through the cloud, in the form of a self-service solution for analysis.

As one of the top business intelligence companies in 2025, Zoho continues to emphasize ease of use with Zoho analytics, and tight integration with the full Zoho stack.

The platform includes Zia Insights, an AI-powered assistant that automatically scans reports and flags outliers or unexpected shifts. It also supports natural language questions.  Customization remains a strong point. Zoho Analytics allows for embedded dashboards, custom formulas, blending across multiple data sources, and role-based permissions.

Pyramid Analytics 

Specializing in augmented analytics technology for data preparation, data science, and in-depth evaluation, Pyramid Analytics helps companies unlock new decision making strategies. Recognized by analysts like Gartner as one of the top business intelligence companies, Pyramid connects the dots between different data ecosystems, and leverages AI to enhance insights.

The Pyramid Decision Intelligence Platform brings together data prep, modeling, visualization, and machine learning in a single environment. The company’s platform includes the built-in PYRANA direct query engine for simplified discovery sessions.

This year, Pyramid has doubled down on augmented analytics, using natural language querying, explainable AI, and guided simulations to help users understand not only trends, but contributing factors.

MicroStrategy 

Enterprise analytics company MicroStrategy produces AI-powered analytics solutions to support companies in making quick, data-driven decisions. The MicroStrategy platform gives companies a comprehensive workstation for collaborative data analysis, as well as a host of tools for building AI-powered analytical apps.

The big news this year is the launch of MicroStrategy AI, a new suite of tools that layers natural language queries, intelligent agent suggestions, and auto-generated insights across its core analytics environment.

MicroStrategy’s longtime strength has been semantic modeling. That continues to pay off in environments where data consistency matters. Whether a report is being viewed by finance, marketing, or service, the metrics hold their meaning.

Another notable feature is the platform’s mobile intelligence capabilities. Field teams, execs, or contact center leads can access secure dashboards and alerts on mobile.

Incorta 

Incorta promises companies comprehensive self-service analytical tools, and a robust platform for managing collected data. Powered by smart lakehouse technology, Incorta’s Business Intelligence offering leverages cutting-edge AI and machine learning, with Incora X, as well as offering companes a simple and powerful solution for direct data mapping.

As one of the top business intelligence companies, Incorta ensures its system connects directly to ERPs, CRMs, finance systems, and other business apps, and then delivers insights directly from the raw tables.

This approach supports schema-on-read architecture, which lets CX and operations teams build dashboards on top of live data, even from systems like Oracle EBS, NetSuite, or SAP.

Incorta has also added AI-generated summaries this year, making it easier for business users to translate data into executive-ready language. And its integration with cloud storage (Azure, GCP, AWS) has made hybrid deployments easier to manage.

Spotfire

Branching off from TIBCO, Spotfire combines visual analytics, in-line data wrangling, and data science into a straightforward BI solution. Like many of the top business intelligence vendors for CX teams, Spotfire is experimenting with AI.

The Spotfire copilot can offer product help, document context, auto visualization features, and data interrogation all powered by natural language. Spotfire’s technology is available for deployment on-premises, or in the cloud, and it supports a range of domain-specific applications.

Plus, Spotfire stands out for its ability to handle streaming analytics, allowing CX teams to track sentiment or behavior changes as they happen. That’s especially useful for time-sensitive environments like travel, e-commerce, or media.

GoodData

Looking for scalable, AI-powered data analytics? GoodData could be an ideal choice. The company’s end-to-end analytics platform helps drive better decision making with a combination of ML, AI, and BI insights. Anyone can visualize data or ask questions through a code-based or drag-and-drop UI.

Plus, the platform’s headless architecture means teams can easily embed their full analytics experience into any existing app, platform, product, or portal. There’s also the option to automate deployment, testing, and other practices, with AI-powered, analytics-as-code workflows.

On top of that, GoodData offers dedicated solutions for professional services, software, finance, healthcare, and ESG companies worldwide.

The Business Intelligence Companies Worth Partnering With

There’s no shortage of business intelligence companies promising speed, automation, and insight. Some deliver. Others don’t. The difference usually comes down to how well they fit into the systems you already use, and how quickly they help your teams turn raw data into something useful.

Not every platform is built for the same kind of buyer. Some of the top BI companies on this list are better suited to data-heavy enterprises. Others keep things light, focusing on usability, speed, or cost. A few are great at embedding intelligence into customer-facing tools. Others do a better job surfacing answers for internal teams trying to work faster.

What matters most is alignment. For enterprises the middle of a buying or about to start one, we’ve pulled together a few practical next steps.

• Want deeper insights into market shifts? Grab our latest BI and CX research for straight-talking breakdowns of what’s happening behind the scenes.
• Curious how other teams are solving the same problems? Join the CX Community and connect with real team leaders (not just vendors).
• Prefer to see things in action? Check out upcoming events for demos, Q&As, hands-on walkthroughs.
• Need help navigating vendor conversations internally? Our CX Buyer’s Guide lays out how to frame the conversation, map requirements, and avoid common roadblocks.

For teams trying to connect the dots between data, teams, and outcomes this is where to begin, with the comprehensive guide to Business Intelligence:

Making the right decision, isn’t just about choosing a platform. It’s about clarity, timing, and the right strategy, with the right tools to back it up.

What makes this category important now isn’t just the channel mix, voice, chat, video, messaging, but the level of intelligence, integration, and reliability built in. The top CPaaS vendors in 2025 aren’t simply pushing APIs. They’re powering real-time, secure, and scalable customer communication, often across global networks and regulated industries.

As demand for CPaaS skyrockets (by 2032, analysts predict the market will reach a value of $130.8 billion) the number of vendors has grown. That means it’s harder than ever for businesses to choose the right partner.

This guide to some of the top CPaaS vendors from the CX Today CPaaS marketplace highlights some of the top solutions based on product direction, scale, developer usability, and fit for enterprise teams.

The Top CPaaS Vendors

• • Alibaba
  • Avaya CPaaS
  • AWS Communication Developer Services
  • Bandwidth
  • Enreach
  • HORISEN
  • Infobip
  • Intelepeer
  • Bird (MessageBird)
  • Microsoft (Azure Communication Services)
  • Mitto
  • Plivo
  • Sinch
  • Soprano
  • Tanla Platforms
  • Tencent Cloud
  • Toku
  • Twilio
  • Vonage
  • Webex Connect
  • 8×8

The Top CPaaS Vendors: Leaders in Programmable CX

All of the top CPaaS vendors offer businesses flexibility – but everyone has something unique to offer too, from exceptional regulatory compliance, to global reach, and AI innovation. Here’s an objective overview of exactly what each provider brings to the table.

Alibaba 

Alibaba Cloud has spent the last few years turning its CPaaS suite into a communications engine built for international reach. Its coverage spans more than 200 global regions, with high-volume support for SMS, voice, and messaging, including regional favourites like WeChat and WhatsApp.

The platform’s architecture is built with throughput in mind. Real-time alerts, marketing pushes, and service notifications can all be routed through Alibaba’s network with delivery tracking, traffic throttling, and number masking built in as standard. These features have made it a go-to for global logistics and retail brands, particularly across Asia-Pacific.

Integration is a strong suit. Teams using Alibaba’s cloud for e-commerce or customer systems can layer in messaging tools without tearing anything apart. The UI is clean, the developer docs are solid, and setup is fast for teams already inside the Alibaba ecosystem.

Avaya CPaaS 

Avaya’s approach to CPaaS is grounded in practicality. The Experience Platform (AXP) wasn’t designed to compete with lightweight developer tools, it was built to serve large organisations that already have systems in place and need something that fits around them.

Rather than asking teams to switch platforms or rip out legacy hardware, Avaya’s CPaaS layer adds programmable features to what’s already working. Voice, SMS, and automation tools are all available, with a focus on scale and control.

Avaya supports a range of deployment options, including a “build your own solution” service for bespoke requirements. Like many leading CPaaS vendors, Avaya offers step-by-step support to businesses through the Avaya Customer Experience Services (ACES) team. The team can curate, prototype, and commercialize applications for business leaders, and their teams, reducing the need for in-house expertise.

AWS Communication Developer Services 

AWS Communication Developer Services (CDS) has evolved beyond basic messaging APIs. Now, CDS covers SMS, push, email, chat, voice, and video all under a unified, AWS-grade security and compliance model.

Large organisations value CDS for its integration points: IAM policies, VPC routing, and encryption standards that match enterprise security mandates. Developers gain access to SDKs for real-time voice and video, plus serverless integration via CloudFormation and Lambda hooks, ideal for telehealth check-ins or embedded video support in SaaS apps.

With Wickr, security-focused enterprises can benefit from advanced features not available in most traditional communication platforms. Plus, AWS is experimenting heavily with AI add-ons and advanced automation tools.

Bandwidth 

Recognized as one of the top CPaaS vendors by various industry analysts, Bandwidth offers a carrier-grade CPaaS platform, that gives businesses the freedom to build high-quality voice, messaging, and other capabilities into existing workflows. The scalable platform comes with rich automation capabilities, as well as global coverage and high-level reliability.

With APIs for voice, messaging, emergency services, number provisioning, and compliance tools, the platform supports large-scale use cases like PSTN-based video apps via WebRTC.  Enterprises often choose Bandwidth when carrier integration and number portability matter. The native voice backbone means fewer intermediaries and cleaner routing, backed by compliance features like 911 access and STIR/SHAKEN support.

Plus, Bandwidth’s technologies can easily integrate with leading technologies from vendors like RingCentral, Genesys, and RingCentral. They also allow businesses to leverage the latest features of Bandwidth’s conversational AI technologies.

Enreach 

Enreach combines a position as one of the top CPaaS vendors with a strong European UC/CC heritage. The platform supports AI-enhanced mobile telephony via a recent assistant named Shomi, specifically built to streamline agent workflows across chat, voice, and video. It’s part of a broader unified communications offering that includes UCaaS and contact centre solutions, meaning communications tools integrate naturally into existing setups.

Enterprises working across EU markets appreciate Enreach for its focus on data compliance, features such as GDPR-based auto-deletion of DNC (Do Not Call) lists and consumer data, enforced by role-based rules, give teams autonomy without compliance risk. Shomi’s AI capabilities go beyond simple chatbots, aggregating interaction data and guiding agents during live conversations.

Given its AI-enabled telephony, governance tools, and broad EU footprint, Enreach figures firmly among the top CPaaS solutions for enterprises needing both scale and regulatory discipline.

HORISEN

HORISEN operates as a “CPaaS enabler,” enabling telcos and businesses to build messaging services without competing with them. With 25 years in messaging tech, the company serves 175+ countries via its vendor-neutral architecture, appealing to partners who need messaging infrastructure without a commercial conflict.

Rather than selling communication APIs directly to end-users, HORISEN focuses on powering wholesale and retail messaging applications, providing SS7 connectivity, MNP services, and omnichannel business messenger capabilities. This makes it an ideal foundation for any service provider looking to add chat, voice, or SMS into their own stack without starting from scratch.

The product lineup includes an SMS trading platform and a Business Messenger tool, both offering features for structured message campaigns, analytics, and scalability.

Infobip

Infobip’s CPaaS X platform transforms communications into a modular toolkit. Gone are the days of managing SMS, voice, or chat APIs separately, now channels are unified, onboarding is automated, and resource provisioning happens through self-service APIs.

Companies can leverage APIs for resource provisioning, campaign registration, consumption reporting and more. Plus, there are automated client onboarding solutions and number provisioning tools for service partners, to accelerate their go-to-market strategy. The comprehensive Messages API even unifies multiple messaging channels, from SMS, to RCS, and chat apps.

This is no regional player. Handling more than 450 billion interactions annually, many via SMS and OTT channels, the platform delivers cross-border performance and compliance at scale.

IntelePeer 

IntelePeer’s Atmosphere platform blends CPaaS with low-code workflows and conversational AI. The SmartFlows builder, designed for mid-size to large enterprises, enables the creation of voice and messaging automations tied directly into existing CRM or ticketing systems.

The platform prioritizes actionable intelligence. Built-in analytics dashboards surface sentiment markers, conversation spikes, and routing performance in real time, designed to help operations teams make sense of customer behavior. Service-level reliability is also solid: geo-redundant infrastructure with 99.999% uptime.

Integration speaks to the enterprise mindset. Atmosphere supports hybrid deployment, managed services, and connectors for Teams, IBM Watson, and enterprise CRMs. Plus, IntelePeer offers a range of pricing options to choose from for different budgetary requirements.

Bird (MessageBird) 

Formerly known as MessageBird, Bird is one of the top CPaaS vendors in the modern communications market. The brand offers a range of reliable and secure APIs for communication channels like WhatsApp, SMS, email, and social messaging. There are automated sales dialler tools for sales-focused teams, and systems for automating phone-based payments.

The developer experience is backed by mature SDKs, delivered at scale to more than 25,000 customers worldwide, including banks, healthcare providers, and service apps. Security is also a priority for Bird, with data-centre encryption, workforce vetting, and local compliance protocols aim to match enterprise expectations.

Bird’s CPaaS solution also extends to cover things like email receipt and number validation, signup form creation, journey flow management, and chatbots.

Microsoft Azure Communication Services

Microsoft’s Azure Communication Services (ACS) blends CPaaS capabilities with deep integration into Azure and Teams ecosystems. It delivers voice, video, SMS, email, and chat via REST APIs and SDKs designed to slot into applications without confusion.

What sets ACS apart is channel flexibility. SMS and voice connect directly to PSTN, while chat and video sessions can be routed into Teams or any custom app. For example, a healthcare app might embed web‑based video powered by ACS that links seamlessly to a doctor’s Teams environment .

Security and compliance come ready-made. ACS can operate under sovereign cloud models, with full encryption, Azure Active Directory authentication, and enterprise-grade auditing. Billing aligns with existing Azure subscriptions, simplifying procurement and management.

Mitto 

Mitto blends omnichannel messaging APIs with regional intelligence and fraud detection, offering both code-based and no-code tools for dynamic communication. The company serves global enterprises, telecom operators, and local brands, especially in high-growth markets across EMEA and Latin America.

The platform supports SMS, RCS, Viber, WhatsApp, voice, and Telegram, offering integrations with major CRMs and marketing systems such as Salesforce and HubSpot. For developers, APIs and no-code builders facilitate campaign setup, automated notifications, and two-way chat handling without heavy dependence on IT teams.

Mitto’s tools include message delivery intelligence and auto‑fill optimised content, reducing friction in OTP flows and transactional messaging. With pay-as-you-go pricing and support for telecom-grade routing, the platform appeals to enterprises that need dependable messaging and fast onboarding.

Plivo 

Plivo delivers programmable voice and SMS APIs with a developer-first mindset, scaled for enterprise use. At the core is infrastructure designed to handle high-volume communication. Everything from transactional alerts to AI-powered voice assistants is covered. It’s also all underpinned by enterprise-grade SLAs and compliance features like HIPAA and single sign-on.

A notable advantage is the platform’s support for multimodal messaging and voice interactions. Plivo recently highlighted integrations with major AI models (OpenAI, Google, Anthropic), enabling agents to understand and respond across text, voice, even video. This makes it suitable for intelligent IVRs or automated customer service flows at scale.

Plus, Plivo promises to make development simple, with user-friendly developer tools, service status tracking, and extensive customer support.

Sinch 

Ranked among leading omnichannel CPaaS vendors worldwide, Sinch develops streamlined and effective APIs for video, audio, messaging, and other forms of real-time communication. The company offers solutions for identity verification and authentication too, as well as toolkits for building chatbots and automated workflows.

Sinch allows companies to add common communication apps into their ecosystems, like WhatsApp, and helps brands to maintain compliance standards with end-to-end security. Plus, the APIs and SDKs offered by Sinch can adapt to suit any preferred coding language. Sinch also offers access to dedicated expert, for assistance building streamlined CPaaS solutions.

Sinch has also acquired several other brands to broaden it’s portfolio of messaging resiliency, rich media, and delivery analytics tools.

Soprano 

One of the top CPaaS vendors serving large enterprises, governments, and other highly regulated industries, Soprano is a provider with an extensive omnichannel approach. Companies can leverage solutions for embedding conversational AI tools into their CX workflows, as well as SMS, voice, RCS, email, WhatsApp, and secure messaging.

Among its standout tools is an automated voice messaging system that supports multi-language TTS, IVR, and large-scale broadcasting via API. Combined with email and mobile chat capabilities, it offers enterprises a consistent way to reach across channels.

With the Soprano CPaaS platform, companies gain access to a full range of convenient tools, as well as complete support from the Soprano team. The company offers a tailor-made approach to everything from optimising communication compliance, to CPaaS application controls.

Tanla Platforms 

Tanla platforms has gained momentum through continuous evolution in CPaaS and strategic acquisitions like ValueFirst and Karix. The company offers a robust CPaaS solution packed with tools and APIs for real-time communications. Tanla ensures businesses of all sizes and industries can embed messaging and voice capabilities into workflows, as well as IoT connectivity solutions, and blockchain components.

With Tanla Platforms, organizations access a comprehensive digital marketplace, with a global edge-to-edge network for secure and private connectivity. Tanla promises leading performance and reliability, and even empowers organizations with protections against spam and fraud. There are also analytical and reporting tools built into the platform.

A recent offering enables WhatsApp storefronts and RCS messaging for digital commerce partners, signaling a push into conversational marketing and e-commerce interactions.

Tencent Cloud 

Another of the top CPaaS vendors recognized by analysts like Gartner, Tencent Cloud gives companies streamlined solutions for digital transformation. For contact center vendors, Tencent Cloud’s APIs enable rapid access to multiple communication channels, from video and audio calls, to messaging and chat. There are also authentication solutions available for security and compliance.

Tencent Cloud also offers a range of additional services to business leaders, such as content delivery networks and cloud virtual machines. Unlike most alternatives, Tencent Cloud supports a wide range of users, from enterprises, to e-learning companies, video streaming experts and more. The company also has a global presence across over 70 availability zones.

There are also tools available for  conversational AI and voice analytics, delivering 97.4% speech-recognition accuracy in noisy settings.

Toku 

Toku has rapidly established itself across APAC as one of the top CPaaS vendors for the region. The platform brings programmable voice, campaign messaging, number masking, feedback tools, and contact‑centre workflows to sectors like fintech, government, retail, and travel.

Built for enterprise adoption, Toku layers artificial intelligence into conversational experiences. The AI-powered Voice Agents understand regional speech, route calls, and automate routine tasks. Programmable voice and messaging APIs come with built-in fraud detection and compliance: for instance, local number masking and OTP verification in Southeast Asia .

Toku also plugs into existing tools like Microsoft Teams, Zoom, and CRMs. Yet it’s more than a connector, it offers embedded telephony and CPaaS under one roof.

Twilio

Easily one of the most well-recognized top CPaaS vendors in the market, Twilio offers a huge range of flexible tools for communication. The company’s API solutions address a range of business needs, from sending real-time notifications to clients, to verifying numbers and identities. There are even automated solutions for marketing and IVR management.

Twilio makes it simple for companies to gain access to multiple communication channels, such as voice, messaging, email, and social messaging, within their existing workflows. Plus, Twilio promises extensive reliability, with automated failover and 99.95% uptimes. There are even in-depth security and privacy components built into the CPaaS toolkit.

Unlike niche CPaaS tools, Twilio is built for global-scale deployments. The platform handles millions of messages daily, with fallbacks and delivery insights baked in.

Vonage 

Vonage mixes programmable communication APIs with a strong foundation in voice, messaging, verification, and fraud prevention. The platform offers branded SMS and RCS messaging, voice API, video, and a low-code AI Studio for building virtual assistants. It also leverages Vonage’s carrier-grade network.

Lately Vonage has upped its focus on voice intelligence and fraud defence. Visual voicemail, speech analytics, and AI-driven call routing form part of a broader push to embed voice intelligence in CX workflows .

There’s also tight integration with UCaaS/CCaaS. Teams, Salesforce, and Crisis management tools can all tap into Vonage APIs, creating a unified communication approach. The result: a platform designed to reduce friction, increase transparency, and bring programmable voice into enterprise ecosystems.

Webex Connect 

Part of a wide selection of communication tools offered by Webex (via Cisco), Webex Connect is a centralized cloud communications platform. It empowers companies to access more than 16 communication channels, which they can embed into their existing applications and workflows with out-of-the-box tools for building and testing applications.

Webex Connect supports companies in search of low-code development options, with a centralized platform featuring enterprise-grade infrastructure and rapid deployment. Companies can even leverage applications like Webex Campaign for marketing automation, Webex Engage for contact center optimization, and Webex Notify for instant alerts.

Webex Connect is built for scale. Cisco says it processes more than two billion interactions annually, with secure, audited infrastructure and enterprise SLAs in place . It integrates straight into existing CRMs like Salesforce, Zendesk, or Epic, eliminating custom integration work.

8×8

8×8 offers a cloud communications platform that brings voice, messaging, and video into one place, ready to scale for enterprise teams. The CPaaS suite supports real-time interactions across global channels, designed to fit into systems already in use.

Companies use the platform for everything from appointment reminders and service updates to number masking and automated voice responses. Tools are available for integrating with CRMs and customer service software, with support for privacy and compliance across regions.

With its focus on intelligence and flexibility, 8×8 won the CX Today “Best CPaaS platform” award for 2025.  The infrastructure is built on 8×8’s broader communications network, which also supports its UC and contact center products. This allows teams to combine internal and external communication workflows without relying on separate providers or new tools.

The Top CPaaS Platforms for Programmable Growth

In 2025, the Top CPaaS vendors highlighted here bring global reach, built-in intelligence, compliance, and scalability. Whether the priority is powering voice bots, embedded video support, message orchestration, or enterprise-grade workflows, the right platform can shift communication from operational burden to strategic advantage.

Of course, every provider has its own unique strengths, from carrier-grade voice, to developer-friendly APIs, and AI innovations. The key is for each company to choose the partner that best matches their priorities for the future of CX.

These resources are designed to help enterprise buyers take the next step with confidence:

• Discover the latest data: Download our exclusive market reports, based on proprietary research, for an overview of trends, opportunities, and challenges.
• Join the community: Connect with peers in the CX Community, where IT and CX leaders share real-world experiences.
• Meet vendors face to face: Check out upcoming events for an opportunity to chat to the experts, and put the tech to the test.
• Plan your next move: Use our ultimate CX buyers guide for tips on everything from needs analysis, to implementation and optimization.

Choosing among Top CPaaS solutions doesn’t have to feel overwhelming. With the right insights and a clear roadmap, enterprise communication can transform from a challenge into a competitive edge.

These systems are strengthening efficiency, tackling risk and compliance, and enabling scale, all in one platform. Cloud native is now standard, but increasingly, so is built-in AI, real-time controls, automated audits, and integrations that stretch far beyond finance and supply chain. From frontline service to executive dashboards, ERP is pulling everything into one view.

The challenge? Not every ERP system vendor offers the same toolkit. Some are doubling down on industry-specific depth. Others are racing ahead on platform consolidation. A few are reinventing what ERP even means.

This guide breaks down the top ERP vendors in from the CX marketplace. Who’s innovating, who’s evolving, and who might just be the right fit for enterprise leaders.

The Top ERP Vendors

• • Oracle
  • Microsoft
  • SAP
  • Sage Intacct
  • Acumatica
  • Odoo
  • Epicor
  • IFS
  • Unit4
  • Aptean
  • Access
  • QAD
  • Plex / Rockwell
  • Priority
  • ECI
  • ServiceNow
  • Pegasystems
  • BMC
  • RealPage

The Top ERP Vendors Shaping the Future of Enterprise

The ERP market isn’t short on options. But not every vendor can handle the complexity, scale, and compliance demands facing enterprise teams right now.

Some are built for heavy industry, with deep manufacturing and supply chain roots. Others shine in services and financial operations, offering flexibility across multi-entity, multinational rollouts. A few are exploring smarter risk tooling, embedded AI, and seamless connections into CX, CRM, or even contact center environments.

This isn’t a ranking, and there’s no one-size-fits-all. It’s a curated look at the ERP vendors making an impact in 2025 and why they might be the right fit for specific companies.

Oracle 

Cloud and technology solutions provider Oracle produces a host of tools for business leaders, ranging from AI and machine learning platforms to data lakes, compliance systems and networking tools.

Their ERP software suite, Oracle Cloud ERP (also known as Fusion Applications), includes a standalone module called Oracle Fusion Cloud Risk Management and Compliance to enforce internal controls, monitor SoD, and keep audit-ready workflows running 24/7.

In 2025, Oracle rolled out enhancements that make user roles more granular, streamline audits of access privileges, and integrate AI for early detection of anomalous activity. At the same time, Oracle continues to push patch updates, covering CVEs in database components like GoldenGate, XML DB, and more.

There are also built-in solutions for supply chain and manufacturing insights and enterprise performance management, with profitability and cost reports, account reconciliation, and cloud data management.

Microsoft 

Microsoft is one of the most influential ERP vendors in enterprise environments. The latest “Release Wave 1” (April–September) brought a stack of updates built around real-world pain points: compliance, licensing oversight, and smarter finance workflows

Take compliance in manufacturing. The Dynamics 365 Supply Chain Management update released in June adds richer quality control features. Teams can experiment with digital batch records, electronic signatures, and tie‑ins to corrective/preventive action (CAPA) management.

Meanwhile Dynamics 365 Finance now includes a real-time account reconciliation agent, and a revamped journal framework built for high-volume, multicompany environments.

What makes Microsoft stand out among ERP software vendors this year? It’s the balance between ambition and pragmatism. Copilot-powered agents help automate bank reconciliation, tax compliance and demand forecasting. Security and governance are baked into the core. Because everything lives in Azure, enterprises get global scale without compromise.

SAP 

Software innovators, SAP specialize in delivering a range of ERP solutions targeted at companies from different industries and sectors. The flagship solution from the company is the SAP Cloud ERP, a fully modular cloud solution powered by AI and analytics. The technology includes a host of capabilities for accounting and financial processes, sales, sourcing, and procurement.

In 2025, SAP doubled down on compliance-first initiatives, releasing security updates almost monthly and responding quickly to high-severity CVEs.  SAP also rolled out tailored compliance tooling in its Trust Center, designed specifically to help customers align with EU’s DORA and NIS2 legislation.

Whether teams are running S/4HANA Cloud or managing on-prem edition lifecycles, SAP delivers deep modularity across finance, SCM, manufacturing, and service, with integrated audit trails and traceability included. It’s one of the few top ERP vendors that still excels at global scale, vertical depth, and regulated industry governance.

Sage Intacct 

With numerous products covering the financial, accounting, and industry management landscape, Sage Intacct supports businesses all over the world. The company’s ERP software systems are customized to suit the requirements of different companies, allowing brands from each industry to leverage specialist services based on their needs.

Its “Dimensions” engine lets teams slice P&L and balance sheet data across unlimited tags: projects, locations, departments, and clients, without bloating the general ledger. That means better insight, faster closes, and easier consolidation across entities.

Sage has added more automation around revenue recognition, multi-entity consolidations, and audit-ready dashboards built into the financial view, helping finance teams keep pace with internal and external compliance needs. PwC Control Insights, built into the platform, runs continuously to monitor anomalies, flag exceptions, and support internal control requirements.

Acumatica 

Focused heavily on the Enterprise Resource Planning space, Acumatica delivers solutions for small and mid-sized businesses, often based in the cloud. Accumatica offers access to a flexible, customizable platform which can integrate with the systems and tools companies already use. Users can also personalize their instances using a low-code or no-code environment.

The Acumatica ERP service features end-to-end analytics and reporting features, with real-time insights and dashboards available for all kinds of employees. The modular system can also be billed per-use, so companies only pay for the functionality and data they use. There’s also support for AI-powered automation built into the platform.

But it’s not just about ease of use or flexibility that stands out. Behind the scenes, Acumatica embeds process-level compliance checks, barcode-tracked quality workflows, and documentation controls that serve regulated environments.

Odoo 

Odoo is unique among ERP vendors for its modular, open-source approach. Users can build their own custom platform with tools for project management, inventory management, invoicing, accounting and more. There are also tools available for marketing, development, and sales.

The 2025 launch of Odoo 18 brought a bunch of upgrades without the complexity like AI‑powered workflows, redesigned mobile UX, and stronger compliance tools built into the architecture.

Under the hood, Odoo includes role‑based access control (RBAC), OAuth and JWT authentication, end‑to‑end encryption, and audit trail logging, features critical to meeting GDPR, CCPA, or financial reporting regulations.

At ETL scale, Odoo remains lighter than some top ERP vendors, but that’s the point. It’s scalable, modular, and purpose‑built for teams that want ERP power with finance‑grade compliance, flexibility, and a clean interface.

Epicor 

Epicor’s Kinetic platform is firmly aimed at manufacturing, distribution, and field‑service organizations. It’s 2025 roadmap shows clear movement toward compliance-first ERP design. Epicor Prism, the AI layer, now accelerates insight mining across supply chain, finance, and quality control workflows, with corrective suggestions built right into the system UX.

On the GRC front, Kinetic ships with built‑in governance and compliance modules: role-based controls, audit logging, internal-control documentation workflows, and carbon tracking for sustainability reporting, all aligned with ISO and industry standards.

Epicor also relies on Microsoft Azure encryption and update frameworks to secure data at rest and in motion.  For regulated sectors, Epicor has built in ITAR compliance support and consultants to tailor workflows around DoD, DCAA, or DCMA requirements using Azure Government and custom controls.

IFS 

Multinational software company IFS AB provides access to numerous cloud-based tools and services for business process management. With a number of ERP solutions to offer within the IFS Cloud, the company addresses the unique needs of specific industries related to finance, project management, Human Resources, and procurement.

Recent moves include launching Nexus Black, a customer‑centric AI initiative for predictive maintenance, scheduling optimization, and autonomous decision-making. It’s built on industrial use cases rather than generic chatbots. IFS also offers dedicated compliance engines for tasks like CIS reporting, automatic HMRC verification, and audit traceability for UK and European project contractors.

The multi-tiered solution can be adjusted to the specific financial and compliance needs of service industries, manufacturing companies, construction, and energy brands. Users can also take advantage of integrations with existing software platforms and tools.

Unit4 

Unit4 produces FP&A, HCM, S2C, and ERP tools for companies from a variety of industries worldwide. The organization’s Enterprise Resource Planning software combines tools for financial management, project management, procurement, HR, payroll, and reporting into one package.

Its 2025 roadmap focused heavily on user experience and vertical enhancements. Key additions include low-code extensibility via the App Studio, more flexible project billing models, and role-based dashboards tailored for finance leads, project managers, and HR admins.

Like many ERP vendors, Unit4delivers native GDPR features, audit logs, and financial governance modules that align to public sector procurement frameworks and non-profit reporting obligations. It also maintains strong regional compliance support in the UK, Nordics, and across the EU, something not all ERP software vendors can say.

Aptean 

Aptean is one of those ERP vendors that thrives by going deep, not wide. The company offers industry-specific ERP solutions for food & beverage, manufacturing, distribution, and pharmaceuticals. All include compliance and traceability built in from the start.

What makes Aptean unique is that it doesn’t offer a single monolithic ERP. Instead, its suite includes purpose-built platforms tailored for different sub-sectors. For example, Aptean Food & Beverage ERP offers pre-configured workflows for FDA, FSMA, and EU food compliance. Aptean Industrial Manufacturing ERP comes with built-in ISO and ITAR tracking features.

In 2025, Aptean launched several AI-enhanced tools for production scheduling, digital quality checks, and demand forecasting, helping customers reduce waste and stay ahead of regulatory bottlenecks. Its cloud-based solutions now run on Azure and offer full data encryption, audit readiness, and regulatory sandboxing for sensitive operations.

Access 

Access is one of the UK’s best-known mid-market ERP vendors, and it’s grown into a serious contender for organizations looking to modernize without the sprawl. Its ERP solutions cover finance, HR, supply chain, and compliance, with strong traction across healthcare, construction, and professional services sectors.

In 2025, Access expanded its cloud-native Access Workspace suite, adding more embedded reporting tools, smarter role-based access control, and secure mobile workflows that help organizations maintain compliance on the go.

For financial operations, Access ERP includes automated invoice matching, regulatory e-invoicing support, and HMRC MTD compliance. The platform also integrates directly with Access Financials, HR, and CRM modules, giving teams a single view of operations with audit-ready visibility across every touchpoint.

QAD 

Focusing heavily on manufacturing and supply chain companies, QAD provides flexible, cloud-based solutions for the ERP and MRP space. Its Adaptive ERP platform is designed specifically to handle today’s fast-evolving supply chain and regulatory pressures for industries like food & beverage, life sciences, and automotive.

In recent months, QAD introduced Champion AI, a new intelligent assistant embedded into workflows to flag production or inventory issues before they cascade into compliance headaches. The company also rolled out a “Proof of Capability” service. This lets enterprises test-drive QAD Process Intelligence using their own data, and see inefficiencies and ROI in real time.

Finance teams will also appreciate built-in multi-entity reporting and audit traceability, plus continuous alignment with global financial controls. For manufacturers with global spread, QAD delivers both domain depth and governance clarity without sacrificing agility.

Priority 

With mobile and cloud-based ERP systems on offer, Priority promises companies a flexible selection of tools. The cloud-based ERP solutions from Priority can be implemented quickly in any environment and include access to their own mobile apps. Additionally, the ecosystem is made up of flexible modules which can adapt to each user’s need.

From a compliance standpoint, Priority’s ERP includes global tax localization, audit controls, and reporting modules aligned with international standards for financial clarity and regulatory readiness.

Priority is another of the top ERP vendors experimenting with AI, too. Its Automation Hub offers RPA-style workflows, NLP chatbots, and behavior-based task suggestions built directly into daily operations, no expensive customization required.

Companies can leverage time and attendance tools for remote and hybrid teams, financial tracking, manufacturing and logistics modules, and business intelligence services. There are also options to integrate project management tools and CRM platforms into the environment.

Plex / Rockwell Automation 

Plex, now part of Rockwell Automation, continues to make a strong case for ERP that’s built for the factory floor. With Rockwell’s add-on technologies for the Plex ecosystem, companies can take advantage of connected supply chain workflows, automated to suit their specific needs.

The Plex Smart Manufacturing Platform covers everything from production and quality control to inventory, supply chain, and finance, with tight MES integration and native IoT capabilities. In 2025, Plex enhanced its AI-driven anomaly detection engine, adding predictive quality analytics and inline compliance dashboards tailored to food, automotive, and electronics sectors.

Security-wise, Plex runs on a multitenant SaaS model hosted on AWS, with end-to-end encryption, frequent penetration testing, and full SOC 2 and ISO/IEC 27001 compliance. It’s especially strong in industries focused on traceability, with lot-level tracking, real-time audit trails, and automatic compliance logging baked in.

ECI 

Prioritizing the development of custom-made software solutions, ECI delivers flexible ERP platforms built to suit the needs of different industries. The cloud-based portfolio of tools offered by ECI covers everything from workflow management to automated workflows and analytics.

Companies can work with the ECI team to build their ERP environment step-by-step and leverage useful add-ons. ERP add-on technologies include solutions for sales intelligence and customer relationship management. Companies can also access proof of delivery systems and end-to-end analytics.

Recent releases have expanded native support for automated document management, contract traceability, and supplier compliance certifications. That means less reliance on add-ons or manual workarounds in regulated industries. ECI continues enhancing its financial audit dashboards and regional localization support across North America and the UK.

ServiceNow 

Specializing in a host of tools for sales and service teams, ServiceNow offers a variety of software solutions. Unlike many other ERP vendors, ServiceNow focuses on providing companies with the tools they need to build their own custom platforms from scratch.

The low-code app development and automation platform ServiceNow App Engine allows companies to select the tools they need for resource management.

The platform’s Governance, Risk & Compliance (GRC) suite is now a core part of ServiceNow’s unified architecture. That means risk, control, policy, and audit management can live alongside workflow and operations logic on the same platform.

In early 2025, ServiceNow shipped its Yokohama release with new AI-powered policy automation, continuous risk assessment dashboards, and dynamic controls designed for evolving regulations like DORA, ESG reporting, and GDPR. The system now automatically identifies out-of-date policies, pushes remediation tasks, and supports third-party risk tracking.

Pegasystems 

Pegasystems isn’t frequently mentioned in ERP vendor round-ups, but it’s redefining how process-heavy operations get built, governed, and optimized. Its low-code Pega Platform is increasingly used by enterprises that want flexible workflows with embedded compliance.

In 2025, at PegaWorld, the company unveiled GenAI enhancements across its Blueprint and Knowledge Buddy tools. These are ideal for automating the design and documentation of critical workflows, including compliance and risk processes. Enterprises are using Pega Blueprint to modernize legacy systems with AI-guided architecture mapping, and auto-generated governance logic tailored to regulatory standards.

Although not a classic ERP system, it’s being adopted as one, especially by firms that want compliant operations without rigid legacy platforms. Behind the scenes, collaboration with partners like Cognizant expands its footprint in modernization projects geared for regulatory-heavy environments.

BMC

At first glance, BMC might not seem like an obvious ERP vendor. But its enterprise-grade automation and emerging AI tooling make it a compelling player for operations-heavy back-office environments.

In early 2025, BMC formally split into two separate companies, focusing on Automation & Digital Business (BMC) and Service/Operations Management under BMC Helix, enabling sharper innovation and scaling across workflows and IT automation frameworks.

Its BMC Helix Service Management 25.2 release introduced HelixGPT agents, conversational AI tools designed for custom workflows, service integration, and post-incident analysis. These agents help enterprises automate tasks like dashboard creation, incident response and reporting.

Meanwhile, the BMC AMI suite added Cloud Data Sets (CDS). There’s also AI-guided root cause analysis for mainframe and legacy systems. The company is enabling hybrid operations, auditing, and governance without sacrificing performance or security.

RealPage 

Focusing on the Real Estate market, RealPage delivers a host of solutions for companies. That includes digital content services, contact center tools, payment processing capabilities, and accounting software. The company’s flexible approach to ERP solutions allows organizations to mix and match the services they need for documents, facilities, property, and revenue management, among other things.

RealPage’s Lumina AI platform powers predictive revenue optimization, lease automation, and operational forecasting. Data integration now connects property management, facilities maintenance, spending, and resident-facing compliance documentation in automated workflows, ideal for asset-heavy operations with regulatory oversight

For enterprises in real-estate operations that require audit-grade financial controls, document traceability, sustainability reporting, and data-driven scaling, RealPage sits firmly in the mix of modern ERP vendors, even if its focus is specialized.

Ready to Take Your CX and ERP Strategy to the Next Level?

The best ERP vendors today aren’t selling software in a vacuum. They’re building ecosystems: platforms that integrate with customer experience systems, support operational agility, and embed compliance deep into every workflow.

Some platforms on this list are known names, trusted for their enterprise muscle. Others are newer, more focused, or vertically specialized. But all are worth watching.

As ERP systems continue to converge with finance, HR, operations, and even contact center tools, the lines between traditional back-office and front-line technology are fading. Leaders across IT, procurement, and operations now have to align on platform investments that will define the next five to ten years, and there’s no margin for error.

For enterprises wondering where to go next, CX Today has resources to offer:

• Download our research: Explore exclusive reports covering vendor performance, industry trends, and the technologies reshaping ERP and CX.
• Join the CX Community: Connect with IT leaders, CFOs, operations pros, and CX strategists navigating the same decisions in the CX community.
• Meet vendors in person: Check out upcoming events for front-row access to live demos, keynotes, and real-world conversations.
• Master the buying journey: From procurement checklists to implementation tips, the Ultimate CX Guide walks buyers through every step.

Enterprise software is evolving. The expectations are higher, the stakes are bigger, and the smartest leaders know this moment isn’t just about investing in a tool, it’s about investing in what comes next.