CMP Research Prism for Customer Analytics & Insights, 2026

What the CMP Research Prism Evaluates

CMP Research evaluates Customer Analytics & Insights providers on ten investment criteria, drawing on analyst assessments, user feedback, and marketplace perception from CX and contact center executives. CMP plots each provider on two axes, marketplace perception and analyst and user perspective.

What AmplifAI Brings to Customer Analytics

A conversation tells you why a customer reached out, what went wrong, and what would keep them. AmplifAI analyzes 100% of interactions across voice, chat, email, social, SMS, and chatbot and AI agent channels, unifies them with survey commentary, CRM and case data, and performance metrics, and routes what it finds to the role that can act on it.

• Contact reasons to three levels, sentiment shift, effort, churn indicators, and agent behaviors
• Alerts and actions from threshold and trend rules, each with a computed verdict and an assigned owner
• Insight routing into coaching, task, and performance workflows at agent, supervisor, and team levels
• Self-hosted open-source models in private or client environments, so no third-party AI service processes client data

Inside the Full Report

• See how CMP Research scored Customer Analytics & Insights providers across ten investment criteria
• See where AmplifAI is placed on the Prism, and how CMP profiles its 25 signals per interaction and its predictive CSAT and FCR, validated against actual survey returns
• See CMP's view of AmplifAI's journey analytics across AI agent and human interactions, including containment, transfer reasons, and bot-to-human handoff quality
• Compare the providers CX leaders shortlist

Stronger Together, With Automation at the Center

AmplifAI's Core Performing placement in the CMP Research Prism for Customer Analytics & Insights builds on its Automation Solution of the Year win at the 2026 CCW Excellence Awards. Across enterprise contact centers, customer analytics delivers its full value as part of unified automation, with performance enablement on unified data at the center turning each insight into action for blended teams of people and AI agents.