CMP Research, a division of Customer Management Practice (CMP), a market intelligence firm for the customer management industry, has announced CMP Research Prism, a technology assessment framework for customer contact and customer experience (CX) executives.
CMP Research Prism equips buyers and influencers of the customer contact and CX technology stack with insights to inform their investments. The Prism’s objective evaluation of marketplace providers is based on analyst, customer, and marketplace perspectives. It uses a rigorous, criteria-based evaluation system to assess vendors for the investment benchmarks most important to customer contact and CX executives, including price, customization, flexibility, integration capability, and more.
The Prism is set to help executives make better investment decisions for their customer contact and CX functions. Likewise, it helps solution provider brands differentiate from competitors, fortify value propositions, and showcase their CX strengths.
“As customer contact leaders continue to seek innovative solutions to drive growth, enhance experiences, and optimize operations, we are proud to announce CMP Research Prism, designed to equip companies with essential insights to navigate a complex provider landscape,” states Nicole Kyle, Managing Director of CMP Research. “Customer contact and CX professionals need a trusted source like The Prism to make high-impact technology and service decisions, and we are proud to have delivered this fit-for-purpose technology assessment.”
Real-time agent assist, and co-pilot will be the first technology group released, with future categories including customer self-service tools, conversational IVR, automated chats, virtual agents, infrastructure for customer portals, and customer analytics. The Prism’s technology assessment will provide the tools solution providers need to understand how their capabilities measure against key investment criteria, allowing leaders to make informed product development decisions.
“CMP Research Prism is the only marketplace assessment framework built exclusively for customer contact and CX executives,” says Mario Matulich, President at Customer Management Practice. “The fit-for-purpose approach draws on perspectives from three dimensions: analyst expertise, user experiences, and the marketplace’s brand awareness. Key investment criteria sourced directly from CMP Research’s customer contact and CX community inform its methodology. The Prism helps customer contact leaders and CXOs differentiate solution providers in a complex market and make more informed, confident investment decisions that future-proof the CX technology stack. There’s nothing else like it in the marketplace.”
The Prism will be announced at Customer Contact Week in Nashville, Tennessee, from October 23-25, 2024, at the Omni Nashville. For more information, visit https://www.cmpresearch.com/.