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“Organizations globally are increasingly leveraging conversational AI solutions to serve customers across digital channels, as well as optimize internal processes related to CX delivery.
The integration of GenAI has further strengthened these solutions, improving their conversational abilities, agent-assist features, and customer analytics,” said Sharang Sharma, Vice President at Everest Group.
What is the PEAK Matrix?
The PEAK Matrix provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants. Each report covers 15-25 top service providers, best-in-class solutions, top locations, or best-in-class products within a function, process, or industry.
This year’s PEAK Matrix® Assessment evaluates 25 global conversational AI vendors on their market impact as well as their vision and capability to deliver services. Based on these benchmarks, Omilia was placed in the Leaders position in the PEAK Matrix for both evaluation criteria.