The contact center tech stack is rapidly evolving, and conversation intelligence solutions are playing a critical role in improving customer experience (CX). Forrester’s The Conversation Intelligence Solutions for Contact Centers Landscape, Q1 2025 report provides a comprehensive look at 23 vendors in this space—including ASAPP.

The growing need for conversation intelligence in contact centers

As customer expectations rise, businesses must find smarter ways to analyze interactions and empower agents. Conversation intelligence solutions help with real-time insights, automating call summarization, and improving customer interactions. Forrester’s report covers key market trends, vendor capabilities, and strategies for effectively evaluating these solutions.

According to the Forrester report, “Enterprises are increasingly adopting conversation intelligence solutions for contact centers to better understand customer interactions and leverage insights to enhance service quality, operational efficiency, and strategic decision-making.” The report highlights how these solutions help businesses transform unstructured data into valuable insights, enabling them to improve customer engagement across the entire lifecycle.

Core use cases for conversation intelligence solutions

Forrester identifies two core use cases for Conversation Intelligence solutions: improving interaction quality and efficiency, and uncovering the root causes of customer issues. 

When selecting a vendor, Forrester recommends prioritizing evidence and demonstrations specific to your use cases to accurately assess each solution’s real-world effectiveness. The report also includes helpful tables to guide technology evaluation and vendor selection, advising businesses to select the use cases most relevant to their needs and prioritize the functionalities that matter most.

Turning customer conversations into actionable insights

Forrester’s report highlights how conversation intelligence is evolving to address modern contact center challenges, including the growing demand for real-time insights and scalable solutions.

Tools like ASAPP’s AutoSummary can help by reducing after-call work and making it easier to capture key insights. By providing structured data, free text summary, and customer intents, it further streamlines documentation and ensures insights are easily accessible. This means agents spend less time on paperwork and more time helping customers, leading to faster resolutions and better support experiences.

Access the complimentary report

Forrester’s report provides valuable insights into the conversation intelligence market, with ASAPP recognized among the notable vendors. Access your complimentary copy to explore the latest trends and discover how AI-powered solutions can enhance your contact center operations.

Explore key factors for evaluating conversation intelligence solutions

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About ASAPP

ASAPP creates AI solutions that solve the toughest problems in customer service. Our solutions are purpose-built for CX on a core of native AI, so they go beyond basic automation to dramatically increase contact center capacity. We offer a range of automation solutions, including an AI agent that autonomously and safely resolves complex customer interactions over voice or chat. And when it hits a roadblock, it knows how and when to involve the right human agents.

With all of our AI solutions—including AutoSummary, which reduces after-call work by generating structured, high-quality interaction summaries—we help contact centers reduce labor hours while maintaining high first contact resolution (FCR) and customer satisfaction, all at the lowest total cost to own and operate.

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Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .

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