IntouchCX has earned a significant industry acknowledgment for its AI capabilities, with its IntouchAI solution suite being named a Major Contender in Everest Group’s 2025 Conversational AI and AI Agents in CXM Products PEAK Matrix® Assessment. This recognition highlights the platform's maturity and ability to deploy enterprise-scale AI across the entire customer experience lifecycle.
IntouchAI by IntouchCX is named a Major Contender in Everest Group's 2025 Conversational AI PEAK Matrix®.
The assessment used a rigorous, AI-first framework evaluating AI agents and autonomous orchestration.
IntouchAI distinguishes itself as a scalable CXM platform among pure AI technology vendors.
Its core SIDD platform autonomously triages and routes customer interactions across channels.
The suite includes post-interaction analytics tools for continuous optimization and efficiency.
Recognition is based on strong market impact and deep delivery capability in enterprise environments.
The 2025 Everest Group assessment introduced a more demanding, AI-first evaluation framework. It expanded criteria to include advanced capabilities like AI agents, autonomous orchestration, and agentic reasoning, assessing 26 global providers. Within this competitive and technology-centric landscape, IntouchAI strengthened its position by demonstrating its strength as a scalable customer experience management (CXM) technology platform.
This achievement reflects IntouchCX's sustained investment in a cloud-native technology stack. The IntouchAI suite is supported by proprietary technologies including the SIDD platform, Mosaic Languages, Montage, Catapult, Vision Prism, and Superpunch, which together power Conversational AI, agent assist, automation, and advanced analytics. Bob Cavanaugh, CTO of IntouchCX, stated: “Our focus has always been on building technology that performs in real world, enterprise environments. In a market crowded with new providers, emerging technologies, and competing approaches, IntouchAI brings clarity."
At the core of the recognition is the SIDD platform, which enables intelligent interaction triage. It dynamically determines whether a customer query is resolved by a fully autonomous AI agent, assisted by a human agent with real-time AI support, or requires escalation. This modular approach—through SIDD Solo (Voicebots/AI Agents), SIDD Duo (Agent Assist), and SIDD Studio (Orchestration)—allows for the configuration of conversational workflows at scale.
Post-interaction, tools like Catapult and Vision Prism provide continuous optimization through real-time reporting and predictive analytics. This full lifecycle approach aims to improve operational efficiency, reduce handling time, and increase customer satisfaction. Everest Group's Sharang Sharma noted: "IntouchCX is driving innovation for enterprises that seek solutions to ensure swift deployment, seamless integration, and advanced conversational capabilities by delivering sophisticated solutions capable of resolving complex user queries across multiple channels."
The designation as a Major Contender validates IntouchAI's integrated approach to AI in customer experience. By combining autonomous AI agents, real-time human assist, and post-interaction analytics within a unified framework, IntouchCX provides a path for enterprises to implement complex AI solutions that deliver measurable operational outcomes and enhanced customer engagement.
About Everest Group
Everest Group is a leading research firm helping business leaders make confident decisions. We guide clients through today’s market challenges and strengthen their strategies by applying contextualized problem-solving to their unique situations. This drives maximized operational and financial performance and transformative experiences. Our deep expertise and tenacious research focused on technology, business processes, and engineering through the lenses of talent, sustainability, and sourcing delivers precise and action-oriented guidance.
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust and safety, and AI services. Founded in Canada, IntouchCX employs people across 12 countries and 25 campuses. We immerse ourselves in your world with curiosity, creativity, and innovation as a Trusted Advisor. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long term relationships with our brand partners to drive positive change.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.