InMoment, a leader in Experience Improvement (XI) solutions, has been named to the Constellation ShortList for Conversational Intelligence for Customer Service for Q1 2025. This recognition highlights the company’s AI-powered Conversational Intelligence solution, which transforms unstructured contact center data—including calls, chats, and emails—into actionable customer experience insights.

InMoment’s AI-Powered Conversational Intelligence Solution

Selected from 23 evaluated solutions across 14 different criteria, InMoment was one of only eight vendors named to the Constellation ShortList. The company’s AI-driven solution leverages machine learning, natural language processing (NLP), and generative AI (GenAI) to analyze conversational data, identifying sentiment, effort, intent, and emotion beyond traditional post-interaction surveys.

By implementing AI-powered text analytics, automated call summaries, and agent scorecards, businesses using InMoment’s Conversational Intelligence solution can:

• Improve first-call resolution and call quality
• Enhance agent performance
• Reduce average handle time and post-call workload
• Lower operational costs

Additionally, the solution integrates omnichannel customer feedback, giving businesses a holistic view of customer interactions across multiple touchpoints. Fortune 500 companies using InMoment’s solution have already seen measurable improvements in call resolution rates and customer satisfaction.

Industry Recognition and Expert Insights

John Lewis, CEO of InMoment, expressed his excitement about the recognition:

“We’re honored to be recognized on the Constellation ShortList for Conversational Intelligence for Customer Service. At InMoment, we believe that every customer interaction holds valuable insights, and our AI-driven solution is designed to help businesses unlock those insights at scale. By leveraging advanced AI, machine learning, and NLP, we empower organizations to transform raw customer conversations and unstructured data into meaningful actions that drive improved experiences and business outcomes.”

R “Ray” Wang, CEO and founder at Constellation Research, emphasized the importance of AI-driven transformation:

“The push for business transformation via digital and AI has never been greater. In the Age of AI, organizations seek to achieve exponential efficiency with their technology investments. The ShortList provides a jump start in their transformation journey.”

Liz Miller, VP & Principal Analyst at Constellation Research, highlighted the growing role of conversational intelligence in customer experience:

“As conversations between companies and customers continue to be critical for customer experience improvement, the ability to effectively analyze those conversations across channels will continue to be a competitive advantage.”

Constellation ShortList Selection Process

Constellation Research evaluates vendors based on client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research. The Constellation ShortList is updated at least once per year to reflect the latest market trends and industry advancements.