USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
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
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
17 Jul 2026 | Latin America | Frost Radar
Frost Radar™: Customer Experience Platforms in Latin America, 2026
Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...
03 Jul 2026 | Global | Frost Radar
Frost Radar™: EMEA Customer Experience Platforms, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact center boundaries expand to encompass digital self-service, AI-driven re...
01 Jul 2026 | Global | Market Research
Global Customer Experience Platforms Market (Premise-based and CCaaS), Forecast to 2030
Abstract: The global Customer Experience Platforms market achieved solid growth in 2025, driven by an acceleration of AI-based and advanced capabilities in contact center implementations. As organizations increasingly realize that providing superior CX is fundamental for competitive differentiation,...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
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
| Deliverable Type | Market Research |
|---|---|
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | AI orchestration CX market |
| Keyword 2 | AI-powered CX trends |
| Keyword 3 | CX orchestration technology |
| Podcast | No |
| Predecessor | None |
| WIP Number | KB03-01-00-00-00 |
AI Orchestration in CX – Powering Innovation & Transformation
$4,950.00
Special Price $4,455.00 save 10 %