Agentic AI, technology convergence, new pricing models… many trends are sweeping across the customer experience space.
The most visionary vendors understand these market shifts, get ahead of the curve, and lead their technology categories into the future.
Yet, the very best don’t just have a hot streak for innovation, they also have a track record for delivering the desired results.
The CX Awards 2025 aim to spotlight providers leading the way in their specific areas of customer experience technology, both in vision and execution.
To do so, CX Today’s expert panel of judges scored almost 200 entries to find the best of the bunch.
First, there were finalists, and now there are winners, as celebrated below.
CX Awards 2025 Winners
Congratulations to this year’s winners, and those earning Highly Commended honors for coming oh-so-close.
Best Conversational AI Platform
- NLX – WINNER
- Alorica
- Cognigy
- SoundHoundAI – Highly Commended
- Tata Communications
Judges’ Comment: “The ability for customers to rapidly deploy industry-specific, multimodal conversational AI use cases – supported by a universal, plug-and-play backend architecture that doesn’t disrupt existing AI applications – is impressive on its own. Add to that how the solution demonstrated real success, exemplified by its outstanding case study with United Airlines, and NLX is a worthy winner in a highly competitive category.” – Keith Kirkpatrick, Research Director at The Futurum Group
Best Conversational Intelligence Solution
- CallMiner – WINNER
- CallTower
- InMoment
- Tata Communications
- Verint – Highly Commended
Judges’ Comment: “I was thoroughly impressed by CallMiner and their innovative application of AI. Their claims were backed by compelling proof points, clearly demonstrating how the platform enhances both sales and service performance. The strength of their execution sets them apart. I’m confident in calling this a market-leading solution.” – Finbarr Begley, Senior Analyst at Cavell
Best CPaaS Platform
- 8×8 – WINNER
- Cisco
- Sendbird – Highly Commended
- Sinch
- Vonage
Judges’ Comment: “8×8 has the highest level of composability and embedded AI that’s actually usable today. Its integration with various internal tools and UCaaS solutions also stood out. This allows internal and external communications to be unified on a modular platform. In a space full of “alphabet soup” tech stacks, 8×8 breaks down the usual silos.”- Liz Miller, VP & Principal Analyst at Constellation Research
Best CRM Solution
- Oracle – WINNER
- Freshworks
- SugarCRM – Highly Commended
- Zendesk
Judges’ Comment: “Oracle has been doing a lot of interesting work, especially in innovating with AI. They’ve embedded it into their Fusion applications, fully integrated it with their Oracle Cloud Infrastructure (OCI), and they’re offering it at no extra cost, which is a great value. Also, when you think about execution, they’re not just talking about AI, they’re delivering it in ways that truly move the needle, enabling greater employee productivity while also creating more delightful customer experiences.” – Martin Schneider, VP & Principal Analyst at Constellation Research.” – Martin Schneider, VP & Principal Analyst at Constellation Research
Best Customer Experience Deployment
- AudioCodes – WINNER
- Absa Life
- Tata Communications
- Talkdesk
- Visionet
Judges’ Comment: “AudioCodes’ work with the University of Florida was particularly impressive due to its scale and complexity, consolidating over 40 helpdesks into a single, centralized contact center serving 70,000 students. The story also clearly outlined the economic benefits, demonstrated how its Microsoft Contact Center solution was tailored to the education sector, and featured compelling customer testimonials.” – Dan Miller, Emeritus Analyst and Founder at Opus Research
Best Customer Experience Partnership
- CloudHesive & AWS – WINNER
- AudioCodes & AT&T – Highly Commended
- Cyara & Kenway Consulting
- Salesforce & AWS
- Vonage & Salesforce
Judges’ Comment: “The combination of AWS’s innovation and CloudHesive’s hands-on expertise in developing ConnectPath — a purpose-built solution to layer over Amazon Connect — stood out. The partnership’s ability to deliver advanced AI features, enable rapid deployment, and provide tailored support for complex industries like healthcare, education, and government makes for a robust proposition.” – Charlie Mitchell, Head of Publication at CX Today
Best Customer Service BPO
- Simply Contact – WINNER
- Concentrix – Highly Commended
- Emapta
- InflectionCX
- Teleperformance
Judges’ Comment: “Companies that can’t prove AI value in hard dollars, pretty much everyone, are pressuring BPOs to “figure it out”. Simply Contact stood out for proving its value and forming close, successful relationships with customers.” – Zeus Kerravala, Principal Analyst at ZK Research
Best Data Solution for Customer Service
- AWS – WINNER
- Content Guru
- EndeavorCX – Highly Commended
- Tata Communications
Judges’ Comment: “AWS offers a comprehensive data solution within a highly composable Lake House architecture. That design feels very intentional, as it’s built to act as a data fabric, pulling in multiple types of data and using it effectively for segmentation, customer profiling, and routing. Their approach stood out.” – Liz Miller, VP & Principal Analyst at Constellation Research
Best Employee Experience Innovation
- Centrical – WINNER
- Concentrix
- Qualtrics
- Verint
- Zoom – Highly Commended
Judges’ Comment: “Centrical went beyond familiar workforce optimization features by demonstrating genuine vision paired with original innovation. Their Team Performance Experience and AI Assistant for Team Leaders – designed to provide frontline managers with the same AI-powered support as agents – is an excellent example of thinking differently in an underserved category.” – Nerys Corfield, Director of Injection Consulting
Best Enterprise Contact Center Platform
- AWS – WINNER
- Cisco
- Five9
- Tata Communications
- Zoom – Highly Commended
Judges’ Comment: “In the past, I’ve referred to Amazon Connect as a dark horse, but this recognition signals that they’ve truly arrived. The company was a late entrant in the CCaaS space, but it has quickly caught up with the core features and has done an excellent job of creating a distinct Amazon experience—leveraging other products like Amazon Bedrock and Amazon Q. I’m looking forward to seeing where they take Amazon Connect next.” – Zeus Kerravala, Principal Analyst at ZK Research.
Best Midmarket Contact Center Platform
- QContact – WINNER
- 8×8
- Tata Communications
- UJET – Highly Commended
- Vonage
Judges’ Comment: “QContact stood apart in its customer stories, detailing the added value in their white-glove approach, deployment experience, and integrations with the broader enterprise, not just CRMs. I was really impressed!” – Oru Mohiuddin, Senior Research Manager, Enterprise Communications & Collaboration at IDC
Best Overall CX Solution
- Zendesk – WINNER
- Cisco
- InMoment
- Oracle Communications
- Qualtrics – Highly Commended
Judges’ Comment: “Zendesk is unique in that they cover CRM, WFM, and voice channels all in one package. No one else does that. When it all works together, that creates great customer experiences.” – Jim Davies, Co-Founder and Executive Partner at Actionary
Best Use of AI
- SupportLogic – WINNER
- Cyara
- Genesys – Highly Commended
- Krisp
- NiCE
Judges’ Comment: “We found that SuperLogic not only has the technology differentiators, but also had AI agents in production at many customer sites well before most companies were even talking about them. Their AI technology is mature, well-tested, and specifically tuned to deliver real business results for customers.” – Rebecca Wetteman, CEO & Principal Analyst at Valoir
Best Voice of the Customer (VoC) Solution
- Qualtrics – WINNER
- Caplena
- Chattermill – Highly Commended
- Concentrix
- Money Wellness
Judges’ Comment: “Qualtrics is a comprehensive offering, with a streak for original innovation that expands the scope of VoC solutions to unlock new, actionable insights for front office teams and beyond.” – Jim Davies, Co-Founder and Executive Partner at Actionary
Best Workforce Engagement Management (WEM) Platform
- NiCE – WINNER
- Calabrio – Highly Commended
- Centrical
- Zendesk
- Zoom
Judges’ Comment: “NiCE has been the market leader for a number of years. Others are starting to innovate more, yet haven’t quite matched NICE’s overall viability. NiCE is also bridging WEM with other parts of the CXone Mpower platform, which is coming together nicely.” – Finbarr Begley, Senior Research Analyst at Cavell
Most Innovative Product
- Zendesk – WINNER
- AWS – Highly Commended
- EndeavorCX
- Mavenoid
- Zoom
Judges’ Comment: “I wasn’t necessarily expecting to find a brand-new product, but rather a new combination, whether that’s a product mix, a different deployment model, or an innovative way to drive customer success. The Zendesk Resolution Platform delivered, especially with its drive toward outcome-based pricing for AI and expansion into the contact center.” – Nicolas de Kouchkovsky, Industry Analyst at CaCube Consulting
The CX Awards 2025: Signing Off in Style
With an overwhelming number of entries in this year’s CX Awards, winners rose above the competition, setting new standards and cementing their place as a formidable force in their category.
Indeed, earning each award was no small achievement, so we, at CX Today, would like to once again extend a heartfelt congratulations to all the providers that came out on top.
Some missed out by a whisker. Yet, making it to the final alone is a massive accomplishment. Next year, many may take that small step forward and claim the top prize.
Until then, one last massive thank you to all participants who helped contribute to our biggest CX Awards ever, and to our expert panel of judges, who worked tirelessly to evaluate all vendors.
Hopefully, we’ll see you all again in 2026!
