.jpg)
CMP Research, the advisory and analysis division of Customer Management Practice (CMP), has recognized Observe.AI in its 2025 Prism for Conversational IVR. This trusted evaluation framework highlights Observe.AI's continued momentum as a market leader in contact center automation, building on the company's previous "Pioneering" placement in CMP's Real-Time Agent Assist & Co-Pilot Report, as well as its leader position for Customer Analytics and Insights.
CMP Research evaluated leading Conversational IVR vendors across critical criteria including scalability, deployment speed, AI accuracy, ease of integration, and business outcomes. Their Prism methodology provides customer experience (CX) and contact center leaders with a clear framework for investing in next-generation automation platforms capable of delivering measurable ROI at scale.
Redefining the IVR Experience with Agentic Voice AI
Unlike legacy IVRs that frustrate customers with rigid menus and dead-end decision trees, Observe.AI’s VoiceAI brings dynamic, intelligent automation to every phone call. It doesn’t just respond—it listens, understands, and acts. From fully resolving Tier 1 calls to accurately routing complex cases, VoiceAI engages customers in natural, human-like conversations and delivers real outcomes without agent intervention.
This recognition by CMP Research validates our core belief: that AI should work for the customer, not against them. With fast deployment times, enterprise-grade security, and industry-specific use case accelerators, VoiceAI is already transforming customer interactions across healthcare, financial services, insurance, and beyond.
Powering Seamless Collaboration Between Human and AI Agents
VoiceAI isn’t just another bot—it’s an agentic AI built to evolve and learn. Sitting on the same platform as Observe.AI’s real-time agent assist, analytics, and QA tools, VoiceAI benefits from a closed-loop feedback system where insights from human agent interactions continuously improve AI agent performance. Every call becomes an opportunity to train, adapt, and improve the customer experience.
And because VoiceAI is integrated with our broader contact center intelligence suite, teams can manage, monitor, and optimize both human and AI-led calls from a single, unified interface. The result? Faster time-to-value, lower operational costs, and happier customers.
Get the Full CMP Research Prism Report
Want to dig deeper into why Observe.AI was named a Leader in Conversational IVR? Download the full CMP Research Prism Report to see how VoiceAI compares to other vendors, and how it can fit into your contact center modernization strategy.
📞 Want to hear VoiceAI in action? Call (209) 804-4763.
📅 Prefer a personalized walkthrough? Book a demo here.
Let VoiceAI show you what intelligent voice automation really sounds like.
