SPARK Matrix™: Conversational Intelligence, Q2 2026

QKS Group's Conversational Intelligence market research includes a comprehensive analysis of the global market in terms of emerging technology trends, market trends, and future market outlook. This research offers strategic insights for technology vendors to better understand the current market landscape, supporting their growth strategies; and for users to assess different vendors’ capabilities, competitive differentiation, and market position.

The research includes a detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix ranks and positions leading Converstaional Intelligence vendors with a global impact. The SPARK Matrix includes analysis of vendors such as Avaamo, CallMiner, Cresta, Dialpad, Five9, Genesys, Invoca, Kapture CX, LivePerson, Medallia, NiCE, Observe.AI, Omilia, Puzzel, Qualtrics, Sprinklr, Talkdesk, Uniphore, Verint, Zoom.

According to Gaurav Kumar, Analyst at QKS Group, "Conversational Intelligence is evolving from a retrospective analysis capability into a core component of customer service operations, with increasing relevance across quality management, agent performance, and compliance oversight. The market is shifting from static interaction reviews towards the use of AI capabilities that interpret context, surface patterns, and support more consistent decision-making during live interactions. Vendors that embed these capabilities within everyday service workflows, rather than isolating them within standalone analytics functions, are better positioned to demonstrate tangible operational impact. As adoption expands, organizations that delay adoption may face growing challenges in maintaining service consistency, managing risk, and achieving efficiency at scale.”

2026 Conversational Intelligence SPARK Matrix
Source: QKS Group

Table of Contents 

• Key Findings 

• SPARK Matrix™ Image 

• Vendor Profiles 

• Market Definition & Capabilities 

• Evaluation Criteria 

• Research Methodologies 

• Custom Research Service 

Our custom research service is designed to meet the client’s specific requirements by providing a customized, in-depth analysis of the technology market to meet your strategic needs. Further, our custom research and consulting services deliverable is uniquely effective, powerful, innovative, and realistic to help companies successfully address business challenges. Our team of experienced consultants can help you achieve short-term and long-term business goals in the following ways: 

• Detailed understanding of the industry structure, market participants, and value chain mapping 

• Business potential and opportunities of target markets, economies, and industries 

• Strategic planning and tactical opportunities 

• Go-to-market strategies