CMP Research Prism Methodology
CMP Research Prism Evaluation Criteria
By integrating insights from analyst expertise, user experiences, and marketplace perception, the CMP Research Prism offers a comprehensive evaluation, empowering CX leaders to make strategic, data-driven decisions. The Prism employs a rigorous, criteria-based evaluation system, assessing vendors against ten key investment benchmarks:
Pricing: Flexibility in pricing models and overall satisfaction.
Customization and Flexibility: Support across various channels, ease of customization, and language support.
Integration: Capability for both custom and out-of-the-box integrations with key systems.
Security: Compliance with standards, data governance, and privacy measures.
User Experience: Interface design and ease of use for both agents and leaders.
Reporting: Availability and clarity of quality assurance and quality management features.
Customer Support: Resources available for customer success and support.
Innovation and Future Strategy: Current innovation levels and clarity of future roadmap.
Accuracy of AI Model: Model training, confidence levels, and openness.
Implementation: Ramp time, training requirements, and ease of backend programming.
CMP Research Prism Methodology
Several key participants contribute to the CMP Research Prism process, each bringing expertise and insights to ensure a comprehensive evaluation:
Analysts: Subject matter experts who define the evaluation scope, criteria, and scoring methodology, ensuring relevance to current market dynamics. Our Research Directors work with analysts to refine evaluation parameters and oversee the integrity of the assessment process.
Reference Customers: Offer candid feedback based on their experiences, contributing valuable insights into the solution's real-world performance.
Marketplace: Focuses on how the market perceives your solution, including factors like customer needs, competitor positioning, industry trends, and external influences such as economic conditions or regulatory changes.
The CMP Research Prism Process Roadmap
The CMP Research Prism follows a structured methodology designed to evaluate vendors fairly and transparently.
Preliminary Planning and Kickoff
At the outset, CMP Research defines the evaluation’s scope and determines which solution providers should be included. This phase includes:
Define Scope and Identify Vendors: Evaluating the market landscape to select relevant solution providers. Participation is encouraged but not mandatory.
Invite Vendors and Share Materials: Reaching out to selected vendors and providing them with evaluation details, expectations, and key deadlines.
Gathering Evaluation Data
Vendors are required to submit data and demonstrate their solutions during this phase. CMP Research collects insights through multiple channels:
Conduct Demos and Analyst Q&A: Vendors showcase their solutions, highlighting key functionalities that align with the evaluation criteria.
Complete RFI: Vendors submit a detailed Request for Information (RFI) document, outlining their solution’s capabilities, integration options, and performance metrics.
Interview Reference Customers: CMP Research gathers first-hand feedback from customers to assess real-world performance, usability, and customer satisfaction.
Survey Buyer Community: End users provide additional insights into marketplace perception and vendor awareness.
Courtesy Preview and Publication
Before publication, vendors have an opportunity to review their assessment.
Courtesy Preview: Vendors are given a short review period to identify and correct any factual inaccuracies.
Publication: The final report is released and made available to CMP Research clients, the broader CX community of 250,000 professionals, and more than 4,000 CCW event attendees.
Changes During the CMP Research Prism Process
If a vendor undergoes significant changes - such as mergers, acquisitions, or major product updates - during the evaluation, these developments are noted but do not alter the assessment mid-process. This approach ensures consistency and fairness across all evaluations.
The CMP Research Prism Timeline
The evaluation process spans approximately 16 weeks from kickoff to publication, encompassing all phases from initial planning to final release.
