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2025-2026 Conversation Analytics for the Enterprise

Published August 13, 2025
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Price: $4,500

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The 2025 – 2026 Conversation Analytics for the Enterprise report marks DMG Consulting LLC’s 20th annual publication, highlighting conversation analytics as a foundational pillar of contact center infrastructure and a key driver of modern enterprise operations. This edition explores the underlying pivotal role of innovative artificial intelligence (AI) technologies in conversation analytics (CA) and its diverse applications in contact centers and service-related environments. It examines three critical areas: enhancing the customer experience (CX) through real-time insights, multimodal analytics, and personalization; transforming the employee experience (EX) via advanced analytics and automation; and achieving successful outcomes by optimizing business applications.

CA is the Connective Framework for the Modern CX Ecosystem 

Beyond its traditional role as a reactive and retrospective tool delivering historical customer insights, conversation analytics has evolved into a strategic and essential enterprise AI component. By transforming unstructured interaction data into actionable intelligence, CA lays the groundwork for large language models (LLMs), generative AI (GenAI), and agentic AI-enabled systems to operate with context, coherence, and purpose. Its ability to capture and understand intent, sentiment, and behavior in real time drives automation and personalization. CA no longer works in isolation as a standalone solution; it has become the connective tissue between CX, EX, and AI and a foundational building block shaping the future of intelligent, context-driven engagement.

As enterprises create their future AI and CX strategies and roadmaps, CA should bridge the gap between customer interaction data and meaningful outcomes. CA will be instrumental in providing the connection between insights and orchestration, enabling organizations to translate and convert customer conversations into intelligent, real-time proactive actions and personalized experiences. CA should no longer be treated as a standalone product owned by the contact center. It is intrinsically tied to AI enablement and should be viewed and managed as an enterprise-wide capability aligned with long-term value creation.

Detailed and comprehensive coverage of this essential sector

Success with CA is dependent on selecting partners and providers with vertical expertise, scalable solutions, and a future-proof AI roadmap that aligns with enterprise requirements. Organizations need a modern CA platform that drives measurable business outcomes like revenue growth, reduced customer and employee churn and attrition, and elevated brand reputation. DMG’s 2025 – 2026 Conversation Analytics for the Enterprise report examines the CA market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features seven vendors who offer conversation analytics: Calabrio, CallMiner, NiCE, OnviSource, SESTEK, Verint, and Xdroid. These providers offer conversation analytics solutions as part of broader contact center platforms or as best-of-breed offerings. evaluagent is also covered at a higher level.

RFP Q&As prospects need to identify and select the right CA solution 

Side-by-side comparative analyses of 150+ RFP questions and vendor responses enable end-users seeking a conversation analytics solution to easily compare the most important features for their contact center’s success. (Vendor responses have been carefully reviewed and vetted by DMG’s team of leading contact center technology and operations experts during in-depth live product demonstrations.)

The report’s analyses compare a wide range of information on CA features and functionality, including:

  • Conversation analytics fundamentals
  • Conversation analytics use cases
  • How AI and generative AI/agentic AI is being used in conversation analytics
  • Conversation analytics’ impact on CX management
  • How conversation analytics reshapes the EX
  • Automated quality management (AQM)
  • Real-time guidance (RTG)/next-best-action (NBA) capabilities
  • Transcription
  • Automated post-interaction summarization
  • How conversation analytics optimizes other business applications and drives positive outcomes
  • Integration
  • Business intelligence, reporting, and dashboards
  • Security and compliance
  • And much more…

Use DMG’s Conversation Analytics for the Enterprise report as your RFP to select the best conversation analytics solution and partner for your organization. DMG can also help you identify the three best vendors to meet your conversation analytics needs or even run your technology selection process for you. Contact us to learn more!

Check out two example RFP questions and vendor answers

  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Conversation Analytics Defined
    • 4.1 Conversation Analytics Fundamentals
  5. Conversation Analytics Use Cases
  6. Conversation Analytics Trends and Challenges
    • 6.1 Conversation Analytics Trends
    • 6.2 Conversation Analytics Market Challenges
  7. Conversation Analytics Market Innovation
    • 7.1 New Features
    • 7.2 Emerging Capabilities
  8. Foundation and Innovation: AI Technologies in Conversation Analytics
  9. Elevating the CX with Real-Time Insights, Multimodal Analytics, and Personalization
  10. Reshaping the EX with Analytics, AI, and Automation
    • 10.1 Automated Quality Management
    • 10.2 Real-Time Guidance/Next-Best-Action
    • 10.3 Transcription
    • 10.4 Automated Post-Interaction Summarization
  11. Optimizing Business Applications and Driving Successful Outcomes
  12. High-Level Functional Analysis
    • 12.1 Product Information
    • 12.2 Integration
    • 12.3 Business Intelligence and Analytics
    • 12.4 Security and Compliance
  13. Conversation Analytics Market Projections
  14. Conversation Analytics Competitive Landscape
    • 14.1 Company Snapshot
  15. Pricing
    • 15.1 Conversation Analytics Cloud-Based Pricing
  16. Company Reports
    • 16.1 Calabrio
    • 16.2 CallMiner, Inc.
    • 16.3 evaluagent
    • 16.4 NiCE
    • 16.5 OnviSource
    • 16.6 SESTEK
    • 16.7 Verint Systems
    • 16.8 Xdroid

Appendix: Conversation Analytics Vendor Directory

Table of Figures

  • Figure 1: Conversation Analytics
  • Figure 2.1: Conversation Analytics Fundamentals
  • Figure 2.2: Conversation Analytics Fundamentals
  • Figure 3.1: Use Cases
  • Figure 3.2: Use Cases
  • Figure 4: CA Market Trends
  • Figure 5: CA Market Challenges
  • Figure 6: New Product Features
  • Figure 7: Future Enhancements, by Category
  • Figure 8.1: Artificial Intelligence (AI) and Generative AI/Agentic AI
  • Figure 8.2: Artificial Intelligence (AI) and Generative AI/Agentic AI
  • Figure 9.1: Customer Experience (CX) Management
  • Figure 9.2: Customer Experience (CX) Management
  • Figure 10.1: Reshaping the Employee Experience (EX)
  • Figure 10.2: Reshaping the Employee Experience (EX)
  • Figure 11: Automated Quality Management
  • Figure 12.1: Automated Quality Management (AQM)
  • Figure 12.2: Automated Quality Management (AQM)
  • Figure 13: RTG and NBA in Action
  • Figure 14.1: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
  • Figure 14.2: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
  • Figure 15.1: Transcription
  • Figure 15.2: Transcription
  • Figure 16: Automated Post-Interaction Summarization
  • Figure 17.1: Automated Post-Interaction Summarization
  • Figure 17.2: Automated Post-Interaction Summarization
  • Figure 18.1: Optimizing Business Applications and Outcomes
  • Figure 18.2: Optimizing Business Applications and Outcomes
  • Figure 19: Product Information
  • Figure 20.1: Integration
  • Figure 20.2: Integration
  • Figure 21.1: Business Intelligence, Reporting, and Dashboards
  • Figure 21.2: Business Intelligence, Reporting, and Dashboards
  • Figure 22.1: Security and Compliance
  • Figure 22.2: Security and Compliance
  • Figure 23: Conversation Analytics Revenue Growth Projections, 2025 – 2029
  • Figure 24: Conversation Analytics Competitive Landscape
  • Figure 25.1: Company Information as of March 31, 2025
  • Figure 25.2: Company Information as of March 31, 2025
  • Figure 26: Pricing for a 250-Seat Cloud-Based Conversation Analytics and Related Applications Solution
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Price: $4,500

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