XM Knowledge Base
ANALYST REPORT
The Forrester Wave™: Conversation Intelligence For Customer Service, 2023
Every day, millions of customers tell you what they want, what they like and dislike, which you can use to improve their experience, foster loyalty and reduce costs.
To take advantage of this goldmine of insights, contact center leaders need to be able to listen, understand and act on the mountain of customer interactions that flow through their contact center every day.
And that’s where conversational intelligence software in the contact center has huge value.
Qualtrics has been named a strong performer in The Forrester Wave™: Conversation Intelligence for Customer Service (CICS), Q3 2023 report. According to the evaluation, Qualtrics’ “product vision is strong,” and “Qualtrics brings to bear a strong and diverse partner ecosystem and powerful supporting services and offerings.”
Download the report now to read why.
The Forrester Wave™ includes:
- A full independent write-up of our conversation intelligence for customer service offering
- Why “Qualtrics is the right fit for enterprises adopting a CX-informed approach to conversation analytics and quality monitoring.”
- How Qualtrics stacks up against the top vendors