From transactional delivery to AI-orchestrated, insight-led customer experience
The CX center industry is in the middle of a structural transformation — one that goes beyond automation and into AI-orchestrated operations, insight-led engagement, and outcome-centric delivery. Providers are embedding AI across the full value chain: augmenting agents in real time, automating quality and compliance monitoring at 100% interaction coverage, and building enterprise-grade platforms that treat intelligence as infrastructure rather than a feature.
ResultsCX is classified as an Innovator in Avasant’s CX Center Business Process Transformation 2025–26 RadarView™ — a designation for providers that reinvent the nature of CX delivery rather than simply scaling existing models. Of 60 global providers evaluated and 35 recognized, ResultsCX earned this classification for its proprietary AI-driven SupportPredict™ stack, a disciplined acquisition strategy that has deepened its regulated-industry capability, and a global delivery model now operating across nine countries with 20,500+ practitioners handling 130M calls and 51M self-serve engagements annually.
Key Strengths highlighted in the RadarViewTM assessment
ResultsCX’s Innovator classification reflects an AI-enabled operating model, deep domain strength in healthcare and BFSI, and a proven ability to deliver measurable outcomes at scale across a diversified global delivery network.
SupportPredict™ AI and Agent Assist stack
A proprietary, self-learning CX platform integrating SupportPredictTM Self-Service, Bots, Agent AI, and GENius for Gen AI-driven knowledge retrieval, next-best actions, guided workflows, automated call summarization, and intelligent deflection — reducing agent onboarding time by 80%, average handle time by 20%, and after-call work by 50%
Omnichannel delivery with automated quality and analytics
Unified interaction handling across voice, chat, email, and self-serve AI bots — backed by 100% call and chat analysis through Interaction Analytics and automated quality assurance (AQA), real-time sentiment analysis, NPS and churn modelling, and AI-enabled workflows that detect process breaks, route exceptions, and reduce repetitive contact volume autonomously.
Expanded global delivery footprint through disciplined acquisitions
Delivery presence across nine countries, strengthened by Aucera (2025) for healthcare operations depth, Huntswood (2024) for BFSI and utilities in the UK and Europe, and Zevas (2023) for B2B sales and fintech in Ireland and the UK — with new global CoEs in WFM, process excellence, digital solutions, and IT infrastructure, and a global talent solutions center with AI recruiting chatbots
Analyst perspective
“The CX landscape is reshaping as enterprises embed generative AI (Gen AI), automation, and real-time analytics to manage rising volumes and more complex, emotionally nuanced needs. At the same time, enterprises are still navigating challenges around data silos, regulatory obligations, and legacy operating models to progress toward insight-led, AI-assisted engagement that is iterative rather than disruptive. In parallel, commercial expectations are clearly shifting from activity-based delivery toward outcome-linked models that prioritize CX quality, compliance, and business impact, changing how CX operations are designed, governed, and measured. ResultsCX differentiates itself in this context through an AI-enabled operating model, healthcare and BFSI domain strength, and an omnichannel delivery. Managing over 51M customer calls annually, it integrates its SupportPredict™ AI and Agent Assist stack to boost agent proficiency, compress handle time, and improve metrics such as speed to competency, CSAT, FCR, and call deflection. It offers real-time conversational analytics, Gen AI-based call summarization, and in-workflow guidance, enabling frontline teams to deliver consistent, compliant, and context-aware experiences in high-volume environments. ResultsCX's practical AI deployment across complex CX estates, combined with its diversified delivery network across North America, Europe, Africa, and Asia, and proven client outcomes in areas such as quality improvement, cost-to-serve reduction, and sales growth, positions it as an Innovator in CX Center Business Process Transformation 2025–2026 RadarView."
What the RadarView™ covers
Avasant’s CX Center Business Process Transformation 2025–26 RadarView™ evaluated 60 service providers across practice maturity and future proofing. From that field, 35 providers were recognized for delivering the most value to the market over the past 12 months.
- Supply-side trend analysis covering how providers are embedding AI across the full CX value chain — from AI-augmented agent layers and automated quality and compliance monitoring, to workflow orchestration and industrial-scale AI infrastructure
- Evaluation of providers across practice maturity and future proofing — encompassing domain ecosystem depth, investment direction, and innovation trajectory
- A detailed ResultsCX profile covering the SupportPredict™ platform and Agent AI assets, strategic technology partnerships, client case studies across healthcare, telecom, financial services, and utilities, and industry value chain concentration