Prosodica Named a Core Performer in the CMP Research Prism for Customer Analytics and Automated QA/QM

Customer Analytics

Closing the Visibility Gap in CX

Prosodica earns “Core Performer” recognition in Customer Analytics.

Prosodica proudly announces its placement on CMP Research Prism, a technology assessment framework designed specifically for CX leaders and developed by CMP Research, a division of Customer Management Practice (CMP) for Customer Analytics.

TL;DR

We dug into the full Prism report to find out what's keeping customer contact and CX leaders up at night.

Get in Touch

Here's what’s on the mind of the decision makers — and how Prosodica delivers.

Problem

Solution

Problem
You Can’t Improve What You Can’t Measure

Solution

Our customer experience scoring quantifies customer satisfaction, engagement, and overall experience across each interaction and call topic, giving leaders actionable insights to reduce churn, improve first-contact resolution, and guide agent coaching.

Problem
Time-to-Value Is a Strategic Risk

Solution

Prosodica’s implementation is so simple, we do it for free. You get insights from day one, streamlined via API and transparent, all-inclusive/surprise-free pricing — no months-long deployments, complicated IT setups, gating pricing/feature tiers, or seat minimums.

Problem
Friction Starts Before an Agent Says Hello

Solution

IVR containment allows you to see what customers are calling about by tracking call volume trends and common queries across topics like payment reminders, claim filing, and account management. Use these insights to optimize IVA/IVR flows, reduce agent transfers, and improve containment.

Problem
Harder Work Demands Better Visibility

Solution

Boost agent performance and satisfaction with targeted, data-driven feedback, performance evaluations, and automated scoring. Reduce post-call work with automatic call summaries and transcriptions to minimize burnout and support long-term retention.

Problem
Customer Risk Is Hiding in Plain Sight

Solution

Prosodica’s compliance /complaint management dashboard allows contact centers to automatically identify customer complaints, at-risk accounts, and disputed calls through AI-powered text mining, ensuring issues are addressed before they escalate.

Get started. Learn More. CTA HERE...

Schedule a Demo

“AI is raising both the cost of human error and the risk of burnout. The real question isn't whether to use technology — it's how to lead with confidence and evidence instead of intuition. That’s the problem space we’ve been focused on at Prosodica.”

Mariano Tan, CEO

Automated QA/QM

Automated QA/QM that Actually Improves Quality

Prosodica earns “Core Performer” recognition in Customer Analytics.

Prosodica proudly announces its placement on CMP Research Prism, an elite technology assessment framework developed by CMP Research, a division of Customer Management Practice (CMP) for Automated QA/QM.According to the report, upgrading quality assurance is a key strategic initiative for customer contact executives in 2026- 2027. Almost half of executives (49%) say automated QA/QM solutions are top technology investment priorities in the next two years. Why? Because current approaches to quality assurance are falling short.

Schedule a Demo

Here are some key challenges of QA/QM and why Prosodica is rising to the challenge:

Problem

Solution

Problem
Quality Is Being Scored — But Not Understood

Solution

Quality assurance automation tools Minimize bias and manual effort by automatically transcribing, summarizing, assessing, and scoring agent performance across conversations, ensuring objective evaluations and consistent service.

Problem
You Can’t Scale Quality with Sampling Alone

Solution

Use actual customer interactions to continuously improve workflows, keeping automation in sync with changing needs, plus automate performance analysis so supervisors can focus less on monitoring and more on mentoring and strategic growth of the team.

Problem
You Can’t See Quality Across the Full Journey

Solution

Spot exactly what customers want to handle on their own, and what makes interactions harder and longer than they need to be with customer-centric automation, then deliver self-service options that improve convenience and reduce workload—without guessing.

Problem
Monitoring Isn’t the Same as Coaching

Solution

Intent and sentiment detection reveal what customers are trying to achieve, what topics they care about most, and how they’re feeling with disposition tagging, enabling agents to resolve issues faster. Objective feedback gives supervisors clear insights into each agent’s strengths and areas to grow—delivering targeted, uplifting coaching that boosts morale and retention.

Get started. Learn More. CTA HERE...

Schedule a Demo

More Than Metrics

Because measuring calls isn’t the same as understanding them

As AI handles routine tasks, humans are left to navigate complex, high-stakes interactions. While sampled calls, surveys, and other surface-level metrics show what happened in a call, they miss the signals underlying customer-agent outcome, leaving leaders blind to burnout, causes of churn, and friction in IVA/IVR flows.
‍
Prosodica anaylzes 100% of voice and text conversations to provide complete visibility into quality, risk, experience, and performance across both human and automated channels. With intelligent topic discovery, visualized call trends, automated summaries, and engagement scoring, teams can optimize CX, retain top agents, and deploy AI with confidence.

For full summaries, download the reports:

Download CMP Research Prism for Customer Analytics Report

Download CMP Research Prism for Automated QA/QM Report

About CMP Research ™

CMP Research ^TM , a division of Customer Management Practice, helps customer contact executives make better decisions faster amid transformation using independent quantitative and qualitative research, data-driven analysis, advisory services, and community insights from Customer Contact Week, CMP’s Research Board, and client community. CMP Research ^TM sits at the intersection of customer contact and the future of work. For more information, visit the CMP Research^TM Website.

Come See It in Action at CCW Las Vegas

We’ll be showcasing our platform live at CCW Las Vegas this June. Swing by to see how Prosodica eliminates uncertainty and reveals:

Why your VOC metrics changed, not just that they changed
What’s actually driving agent burnout or resilience
Where interaction patterns help customers and agents succeed (or exhaust them)

Learn More