In its 2025 Worldwide General-Purpose Conversational AI (CAI) Platforms Vendor Assessment, the International Data Corporation (IDC) once again recognized Uniphore for its innovative AI capabilities and focused, customer-first business strategy. The Business AI company was named a Major Player for its breadth of product options, AI customizability, small language model (SLM) support, and pre-built features leveraging GenAI and agentic AI.
Why the IDC MarketScape matters
The CAI market has exploded in recent years—and not just in the number of offerings available. It’s also become exponentially more diverse, fueled by innovations like large language models (LLMs), generative AI, and SLM-driven AI agents.
The Worldwide General-Purpose Conversational AI Platforms Vendor Assessment provides CIOs and other business decision makers with a compass for navigating the increasingly complex CAI market. The report looks at long-standing incumbents, hyperscalers, and start-ups alike in its consideration, separating the innovators and front-runners from the imitators and latecomers. As a result, it is a powerful tool for comparing top-tier CAI vendors, their products, and their capabilities.
IDC MarketScape evaluation criteria
The vendors included in the report’s top spots have demonstrated excellence across IDC’s strict evaluation criteria, including:
- IDC’s definition for a general-purpose CAI platform, with capabilities for developing, training, and deploying standalone and/or integrative conversational AI algorithms and workflows, including generative AI and agentic AI capabilities.
- Worldwide commercial availability as a product or product suite, with at least 100 paying customers (in the United States and at least two other regions) and at least $10 million in revenue in 2024.
- Ability to support a wide variety of use cases in both the front- and back-office, with a reasonable level of customer deployment.
Uniphore recognized for its advanced AI platform
In its evaluation, IDC carefully considered the conversational AI capabilities of Uniphore’s Business AI Cloud, praising the platform’s ability to unify data, models, and agents to enable secure enterprise-wide automation and intelligent workflows. It added that recent acquisitions—most recently that of ActionIQ and InfoWorks in December 2024—have strengthened its capabilities in data connectivity, preparation, and management for AI.
“Consider Uniphore when you are looking for an innovative conversational AI vendor that offers strong relationship support and in-depth capabilities for speech data capture, in addition to connecting to, prepping, and managing enterprise and customer data for AI. Uniphore may be an especially good choice for large enterprises.”
What it means for business leaders
The report strengthens Uniphore’s position as a frontrunner in AI innovation — valuable intelligence for CIOs and decision makers exploring enterprise AI solutions.
In its evaluation of the Business AI Cloud, the report spoke particularly highly of its:
- Vast LLM options, which allow customers to easily integrate and orchestrate their preferred LLMs. The model-agnostic architecture supports OpenAI’s GPT models, Meta LLaMA, Mistral, and select hyperscaler LLMs, with more options being added regularly.
- AI customizability for both developers and business users with pro-code and no-code interfaces that are purpose-built for developing, training, and deploying NLP-, LLM-, and agentic-based models, workflows, and applications.
- Prebuilt GenAI and agentic AI features, including AI agent context memory (Self-service Agent), pre-call intelligence (Real-time Guidance Agent), continuous accuracy measurement (Conversational Insights Agent), and Ask Your Data for natural language data queries.
- Native data management and control capabilities, with built-in omnichannel multimodal AI, generative AI and agentic AI features, domain-specific capabilities, and robust data capture and management solutions.
- Strong support for small language models, through its BYO model framework with built-in guardrails and industry-specific tuning. Additionally, users can take advantage of advanced capabilities like RAG, embedding generation, synthetic data creation, and retrieval-augmented fine-tuning (RAFT) to enhance SLM development.
Business AI Cloud: more than the sum of its parts
IDC’s report represents an authoritative analysis of Uniphore’s Business AI Cloud as seen through the lens of conversational AI. For business leaders evaluating enterprise AI platforms, it offers an in-depth look at a specific core competency. In addition to CAI capabilities, decision makers should consider other foundational components when blueprinting their AI architecture. These include system composability, data and model sovereignty, and enterprise-grade security at every stage of the AI pipeline.
Enterprises that prioritize these features will not only see greater returns from their CAI investment; they’ll future-proof it, enabling it to evolve at the pace of AI while avoiding the ownership, governance, and security pitfalls that often doom tech initiatives from the start.
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Download the IDC excerpt in its entirety and see what sets Uniphore apart.
