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Qualtrics named in Forrester Wave™ Conversation Intelligence for Customer Service (CICS) report

See how Qualtrics stacks up against the most significant vendors.

The results of The Forrester WaveTM: Conversation Intelligence for Customer Service, Q3 2023 are in — and Qualtrics has been named a “strong performer”. This is our first placement in a contact center-focused report going up against the top providers in the market, and we believe it establishes that Qualtrics should be a core part of the contact center tech stack.

We’re here to help contact center leaders continuously improve the customer experience and frontline. To do this, contact centers must be able to listen, understand and act on the mountains of data that flows through their organization every day. So we’re proud that the Forrester Wave™ cited that Qualtrics is “still one of the only vendors with a sharp focus on connecting customer feedback with contact center insights.” In fact, we received the second highest strategy category score in the evaluation.

Qualtrics is the right fit for enterprises adopting a CX-informed approach to conversation analytics and quality monitoring

Qualtrics named a strong performer in the Conversation Intelligence for Customer Service Wave

Here’s a breakdown of the report’s Qualtrics profile and where we’re headed next in 2024…

1. Second highest strategy category score among the top vendors in the market

The Forrester report states that Qualtrics’ “product vision is strong”  and we’re proud to hear from the evaluation that, “Reference customers unanimously praise Qualtrics’ willingness to go deep on strategy and drive measurable outcomes.”

Reference customers unanimously praise Qualtrics’ willingness to go deep on strategy and drive measurable outcomes

2. We generate ROI for customers

At a time where proving ROI has never been more important, the Forrester report says that, “Qualtrics excels in insights exploration, harmonizing conversation insights with business outcomes.”

This is driven by our belief that to see truly quantifiable results, it’s not enough to listen to your customers, you’ve got to harmonize conversation insights with business outcomes. So we’re delighted that this report notes, “[Qualtrics] earns a top score in enterprise insights adoption, with tailored dashboards and unlimited user access.

Reasons to shout about

We received the highest possible scores (5/5) in the following criteria:

  • Taxonomy management
  • Alerting
  • Exploration
  • Enterprise insights adoption
  • Accessibility
  • Vision
  • Partner ecosystem
  • Supporting services and offerings

3. We are a stand out at connecting customer feedback and contact center insights

To drive efficiencies, improve service quality and better coach frontline teams, you need all the facts. Knowing what is happening will only get you so far, you need to know why to make sustainable improvements. Most businesses are sitting on a goldmine of untapped customer feedback that flows through their contact center every day. Which, when connected with operational and behavioral data, gives you a level of insight that can supercharge innovation and improvement in the contact center and beyond.

…One of the only vendors with a sharp focus on connecting customer feedback with contact center insights

Bringing our vision to life

We’re proud that Forrester recognized us among us among the conversation intelligence for customer service providers that matter most, and we are taking huge strides to bring that to life with our product offerings. Since the evaluation process we’ve released Real-time Agent Assist, Automated Call Summaries, and Frontline Team Assist – our latest innovations which will be transformative for businesses looking to empower and enable their frontline teams.

What can you expect next? We are investing in infusing Generative AI in Real-Time Agent Assist and Automated Call Summaries. We’re also expanding support for Real-Time Agent Assist to work with multiple channels like emails and chats, in addition to phone calls. Stay tuned!

But enough from us, you can read the full Forrester WaveTM Conversation Intelligence for Customer Service (CICS) Q3 2023 below.

Download The Forrester WaveTM Conversation Intelligence for Customer Service (CICS)

Qualtrics // Experience Management

Qualtrics, the leader and creator of the experience management category, is a cloud-native software platform that empowers organizations to deliver exceptional experiences and build deep relationships with their customers and employees.

With insights from Qualtrics, organizations can identify and resolve the greatest friction points in their business, retain and engage top talent, and bring the right products and services to market. Nearly 20,000 organizations around the world use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. Qualtrics is co-headquartered in Provo, Utah and Seattle.

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