Omilia was recognised for strengths in:

▪ Forward-looking features: Omilia is one of the few providers we are aware of that provides customers with tools for testing for both bias and explainability, which can be important factors for certain industries and use cases. Omilia also provides some strong prepackaged templates for industry-specific customer support use cases, all within a no code user interface.

▪ Value: The Omilia customers that IDC spoke with praised both its ROI and overall value, including a high-touch customer support model that provides for regular dialogue between the vendor and its customers.

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles.

SOURCE: IDC MarketScape Worldwide Conversational Artificial Intelligence Software Platforms for Customer Service 2021 Vendor Assessment, by David Shubmehl, Hayley Sutherland and Mary Wardley, November 2021, IDC # US48340721