IntouchAI confirms its competitiveness in the conversational AI field in the 2025 Everest Group PEAK Matrix assessment

IntouchCX announces that its flagship products IntouchAI and related solutions have achieved a Major Competitor position in Everest Group’s 2025 Conversation AI and CXM Product AI Agent assessment. This recognition highlights the maturity of IntouchAI’s technology, architecture depth, and operational capabilities in enterprise-level deployment of conversational AI and AI Agents.

Industry Recognition Under Strict Evaluation Standards

The 2025 assessment introduced a more rigorous AI-driven evaluation framework, expanding the criteria to cover AI Agents, autonomous orchestration, multimodal interactions, and intelligent agent thinking, while broadening the competitive landscape to include 26 global vendors, including AI-native technology companies. In this increasingly technology-centric market environment, IntouchAI has strengthened its market position by being on par with pure AI SaaS and technology providers, establishing itself as a scalable CXM technology platform.

Market Advantage Driven by Technological Innovation

IntouchCX’s ongoing investments focus on cloud-native platforms, conversational AI, agent assistance technology, automation frameworks, and advanced analytics, driven by proprietary technologies such as SIDD, Mosaic Languages, Montage, Catapult, Vision Prism, and Superpunch. These investments reflect the company’s strategic commitment to addressing current enterprise cost pressures—such as rising operational expenses like rent increases in 2025—by reducing overall enterprise costs through intelligent automation.

IntouchCX Chief Technology Officer Bob Cavanaugh stated, “Our goal has always been to develop technology that is truly feasible in real enterprise environments. In a market flooded with new entrants, emerging technologies, and competing solutions, IntouchAI offers a clear solution. It is a unified AI framework designed to break down complexity, enabling orchestration, automation, and intelligence at scale, while delivering consistent, measurable business outcomes.”

SIDD Platform: Core Innovation Engine

The core of IntouchAI is the SIDD platform, which enables autonomous and assisted AI Agents through cross-channel automated triage. SIDD dynamically determines whether an interaction should be handled entirely by autonomous AI Agents, augmented with real-time proxy assistance, or escalated based on intent and complexity.

The platform includes three key modules: SIDD Solo, which operates voice bots and AI Agents; SIDD Duo, providing AI proxy assistance during interactions; and SIDD Studio, which orchestrates, configures, and optimizes conversation workflows at scale.

Continuous Optimization and Performance Enhancement

Post-interaction technologies (including Catapult and Vision Prism) support ongoing optimization through real-time reporting, predictive analytics, and performance insights, ultimately improving operational efficiency, reducing interaction times, and increasing customer satisfaction. These capabilities are especially critical for enterprises facing rising cost pressures (such as rent increases in 2025).

Everest Group Vice President Sharang Sharma commented, “IntouchCX drives innovation for enterprises seeking rapid deployment, seamless integration, and enhanced conversational capabilities, offering advanced solutions capable of resolving complex user queries across multiple channels without necessarily bearing the burden of complex integration. The company’s commitment to improving user engagement and productivity, along with continuous product innovation, secures its Major Competitor position in the Everest Group 2025 Conversation AI PEAK Matrix assessment.”

Evaluation Methodology and Recognition System

Everest Group’s PEAK Matrix assessment is a proprietary framework used to evaluate the relative market success and overall capabilities of technology and technology service providers, based on performance, experience, capabilities, and knowledge. Each service and technology provider is assessed based on market impact (measured by revenue, customer count, and year-over-year growth) and delivery capability (measured by operational scope, coverage, technology, and innovation categories).

Ongoing Industry Recognition

Previously, IntouchCX received the 2025 Forbes US Dream Employer Award and the 2025 Canada Best Corporate Culture Employer Award, and was recognized as a Major Competitor and Star Performer in the Everest Group 2025 Trust and Security PEAK Matrix. The company was also named a North American Customer Experience Management Leader by Frost & Sullivan and recognized as a Leader in the NelsonHall 2024 Vendor Evaluation & Assessment Tool report.

About Everest Group

Everest Group is a leading research firm that helps enterprise leaders make informed decisions. We guide clients in navigating today’s market challenges by applying contextualized solutions tailored to their specific situations, maximizing operational and financial performance and transformation experiences. Through deep expertise and dedicated research in talent, sustainability, and procurement lenses on technology, business processes, and engineering, we provide precise, actionable guidance.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back-office process outsourcing, trust and safety, and AI services. Founded in Canada, the company has employees across 12 countries and 25 locations. Driven by curiosity, creativity, and innovation, IntouchCX acts as a trusted advisor, deeply embedding itself in enterprise environments. Over more than 20 years of growth, the company passionately advances by building long-term trust with brand partners, driving positive change, and leading the industry with disruptive innovation.