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AI Orchestration in CX – Powering Innovation & Transformation
Key Applications and Company Profiles Matrix
16-Jul-2025
Global
Market Research
KB03-01-00-00-00
IT_2025_33662
The impact and momentum of artificial intelligence (AI) on the customer experience (CX) industry are profound. It's a rapidly changing environment, enabling a massive wave of innovation across business and industry. Frost & Sullivan clients are actively seeking AI technology expertise and solutions that can enhance their customer experience (CX) capabilities and improve their return on investment (ROI). This research provides a more comprehensive understanding of how AI is transforming the CX landscape, identifying the key AI applications that now drive the delivery of better CX, and profiles the companies and capabilities that are enabling this timely transformation.
Research Objectives:
• Outline and discuss the key AI applications that are helping drive massive innovation in the CX industry.
• Identify and profile software providers who develop and market these AI applications.
• Present an AI orchestration in a CX matrix that maps the capabilities of these software providers to these key AI applications.
Author: Bernardin Arnason
Research Objectives and Methodology
Agentic AI
Agentic AI for CX
Agentic AI Capabilities Matrix
AI Analytics
AI Analytics for CX
AI Analytics Capabilities Matrix
AI Studio
AI Studio for CX
AI Studio Capabilities Matrix
Conversational AI
Conversational AI for CX
Conversational AI Capabilities Matrix
Intelligent Virtual Assistants
IVAs for CX
IVA Capabilities Matrix
Knowledge Management
Knowledge Management for CX
Knowledge Management Capabilities Matrix
Quality Assurance & Management
Quality Assurance & Management for CX
Quality Assurance & Management Capabilities Matrix
Security & Authentication
Security & Authentication for CX
Security & Authentication Capabilities Matrix
Social Media Management
Social Media Management for CX
Social Media Management Capabilities Matrix
Training & Performance Management
Training & Performance Management for CX
Training & Performance Management Capabilities Matrix
Workforce Engagement Management
Workforce Engagement Management for CX
Workforce Engagement Management Capabilities Matrix
Large Language Model Usage for AI Orchestration of CX*
Cloud Infrastructure for AI Orchestration in CX*
Ada
AmplifAI
Assembled
Avaamo
Calabrio
Centrical
Cognigy
Content Guru
Coveo
Diabolocom
Engageware
Enghouse Interactive
Five9
Forethought
Genesys
Mitel
NiCE
Puzzel
Quiq
SoundHound
Sprinklr
Talkdesk
Vonage
YellowAI
Growth Opportunities Fuel the Growth Pipeline Engine
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8
Benefits and Impacts of Growth Opportunities
Next Steps
List of Exhibits
Legal Disclaimer
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