CMP Research, the advisory and analysis division of Customer Management Practice (CMP), has recognized Observe.AI in its 2025 Prism Report for Automated QA & QM. This respected technology evaluation framework highlights Observe.AI’s continued momentum in setting new standards for how QA & QM are approached in modern, AI-enabled contact centers. We are also honored to find ourselves as the market leader in this space, building on the previous “Pioneering” placement in CMP’s Real-Time Agent Assist & Co-Pilot Report, and its leader positions for Conversational IVR and Customer Analytics and Insights Reports. These accolades reinforce our commitment to building the most comprehensive AI-powered contact center platform—one that drives ROI by unlocking the full potential of customer conversations.
In this report, CMP Research evaluated 17 solution providers delivering automated QA/QM solutions for customer service, CX, and sales. The evaluation was based on analyst insights, user feedback, and marketplace data across ten key investment criteria, including pricing, security, and accuracy of AI models. Their comprehensive methodology, results and individual vendor analyses captured in the report provide customer service, CX, and sales leaders with the confidence to make complex technology investments in the rapidly evolving frontier of QA automation.
The Power of Automated QA in the Modern Contact Center
In a space where most QA systems still rely on manual, error-prone processes that evaluate less than 2% of interactions, Observe.AI’s platform transforms this paradigm. By leveraging a purpose-built AI tech stack with patented Auto QA technology, Observe.AI ensures that contact centers are making smart data-driven decisions that improve customer outcomes, drive operational and revenue performance, and uphold security and compliance.
This recognition by CMP Research underscores our deep domain expertise in contact centers that fuel every step of our product development and innovation roadmap. We are constantly building practical AI solutions that solve real operational challenges in quality assurance and performance coaching across the industry.
Next Steps in Leveraging Conversational Insights from QA
Our Auto QA is powered by our Conversational Intelligence platform, where we analyze customer conversations taking place across all omnichannel inputs, including data insights from our human and AI agent interactions. Combined with our evolving GenAI capabilities, we’re now turning these everyday conversations into opportunities to surface deeper context such as sentiment and agent behavior, unlocking actionable insights that go well beyond QA. These VoC insights are already driving impact across product, sales, CX, and operations, making QA a versatile and strategic lever for business-wide impact.
Explore the Report
Want to dig deeper into why Observe.AI was named a Pioneer in Automated QA & QM? Download the full CMP Research Prism Report to see how we compare to other vendors, and how it can fit into your contact center automation strategy.
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