Inbenta's AI CX Achievements
Inbenta Achieves Core Performing and Up & Coming Placements in CMP Research Prism for AI CX Solutions
Anonymous
Inbenta has earned placements in three separate categories of the CMP Research Prism, a framework used by customer experience executives to pick AI vendors. The company was named a Core Performing provider in both Voicebot/Conversational IVR and Chatbot/Virtual Agent, and an Up & Coming provider in Real-Time Agent Assist/Copilot, according to Ottawa Sun.
CEO Melissa Solis said the recognition reflects "years of work building AI that performs in real enterprise conditions." Inbenta's Encore platform now serves over 1,000 organizations across 90-plus languages worldwide.
What the CMP Research Prism Actually Measures
The CMP Research Prism was built by the research arm of Customer Management Practice. It was created to help CX buyers cut through a crowded vendor market. Unlike traditional analyst rankings, the Prism combines three inputs: professional analyst reviews across 10 benchmarks, verified feedback from real enterprise users, and marketplace adoption data, according to Brantford Expositor.
The framework launched in January 2025. CMP Research Managing Director Nicole Kyle said the goal is to "equip buyers and influencers of the customer contact and CX technology stack with insights to inform their investments." Staggered reports for Agent Assist and Customer Analytics followed between July 2025 and January 2026.
Encore Platform Claims 98% Accuracy and 50% Cost Cut
Inbenta's Encore platform sits at the center of all three placements. The company released performance data on June 8, 2026, claiming a 98% response accuracy rate and a 50% reduction in support costs. It also reported a 35% improvement in First Contact Resolution, according to The Craig and Canyon.
Encore runs on what Inbenta calls "Programmed Intelligence" — a single governed knowledge base shared across voice and chat channels. The platform offers 850-plus native integrations. Clients include Samsung, BBVA, Deutsche Bank, and FamilySearch.
CX Leaders Want to Own AI Without Relying on IT
Solis framed the triple recognition as a signal about where enterprise CX is heading. She said, "CX leaders are done waiting on IT to find them something and get it working. They know the problem better than anyone — and Encore was built for them to own." The comment points to a shift away from IT-controlled software rollouts, according to Woodstock Sentinel Review.
Analysts note that Inbenta's "Up & Coming" label in Agent Assist is significant. Established players have long dominated that space. Inbenta's positioning focuses on letting CX teams deploy and manage AI without large technical support staff — a pitch aimed directly at mid-to-large enterprises.
Inbenta Competes in a Market Racing Toward Agentic AI
The recognition comes as the enterprise CX market shifts from AI pilots to full production deployments. Gartner predicts that 80% of customer service issues will be resolved autonomously by 2029. Competitor Cresta claimed in March 2026 to be the "only" platform unifying automation, agent assist, and intelligence in one place, according to Fort Saskatchewan Record.
Inbenta's "Core Performing" labels in voice and chat suggest a focus on reliability over novelty. In past Prism cycles, vendors like Cognigy earned "Pioneering" designations in Agent Assist. Inbenta's three placements in a single cycle remain rare — and give the company, as Solis put it, "a strong foundation to build on."
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