Quadrant Knowledge Solutions SPARK Matrix™: Virtual Customer Assistants 2022

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The third-party analyst firm recognized Amelia as the leader of the Virtual Customer Assistant vendor landscape.

Quadrant Knowledge Solutions further validated Amelia’s market leadership in the Virtual Customer Assistant (VCA) vendor landscape by designating Amelia as a Technology Leader in its recent SPARK Matrix™: Virtual Customer Assistants 2022 report.

The firm conducted an analysis of 21 major VCA vendors using expert interviews, use case research and the company’s own analysis of the VCA market. Each vendor was evaluated based on its Technology Excellence, which included vendors’ technology sophistication, competitive differentiation strategy, scalability, integration & interoperability, and vision & roadmap. Vendors were also evaluated on their Customer Impact, which measured product strategy & performance, market presence, proven record, ease of deployment & use, customer service excellence and unique value proposition.

Based on these criteria, Amelia was named a Technology Leader and achieved the top positions in both. The analyst firm lauded Amelia’s ability to help companies drive increased first-touch resolution, customer satisfaction and workforce productivity. The report also highlighted several of Amelia’s key features, including her Digital Employee Builder capability and deep contextual understanding.

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