AI, analytics, and the rising bar for CX delivery
Generative AI, voice and accent AI, and proactive data analytics are no longer emerging capabilities — they are the new baseline for competitive CX delivery. Enterprises that once evaluated CX partners on cost and scale now demand technology-embedded operations, measurable outcomes, and partners who can outpace change.
ResultsCX is classified as an Innovator in Avasant’s CX Center Business Process Transformation 2024–25 RadarView™ — a designation earned by providers that distinguish themselves through superior innovation and reinvent how CX is delivered, rather than scaling what already exists. Of 50 global providers evaluated and 29 featured, ResultsCX earned this recognition for embedding AI and automation across every layer of delivery, executing a disciplined global expansion strategy, and building a proprietary platform ecosystem purpose-built for the demands of regulated, high-complexity industries.
Key Strengths highlighted in the RadarViewTM assessment
ResultsCX’s Innovator classification is grounded in a demonstrated pattern of reinventing CX delivery — through proprietary technology, strategic expansion, and a scaled global operating model purpose-built for regulated industries.
AI and automation embedded across delivery
SupportPredict™ for AI-driven digital CX; SupportPredictTM Agent AI for real-time agent assist and post-call automation; and the ResultsCX.GenAI suite for hyper-personalized conversation handling and predictive customer insights.
Scaled global delivery with regulated-industry depth
20+ engagement hubs across 11 countries, with healthcare contributing over 40% of total CX revenue, 70% of revenue from North America, and a workforce of 18,000+ handling 131M+ interactions annually.
A disciplined inorganic growth strategy
Huntswood (2024) to expand into BFSI and utilities in the UK and continental Europe; Zevas Communications (2023) to establish a B2B sales Centre of Excellence in fintech across Ireland and the UK; and 60K (2022) to extend nearshore delivery across media, retail, and insurtech
Omnichannel operations backed by analytics intelligence
Voice, chat, email, and social media interactions supported at scale — Leveraging its partner ecosystem for speech analytics, AI-driven analytics, social insights, and WFM for real-time workforce optimization.
Analyst perspective
“The CX center industry is experiencing transformative growth, fueled by rising customer expectations and rapid advancements in technology. Generative AI is at the forefront of this evolution, driving innovations in chatbots, virtual assistants, and predictive analytics to enable hyper-personalized interactions and improve operational efficiency. Additionally, the focus on data-driven strategies is intensifying, with organizations leveraging customer insights to anticipate trends and tailor their services. ResultsCX exemplifies this transformation by integrating advanced AI, automation, and omnichannel solutions into its CX offerings. Operating from over 20 global engagement hubs, with a strong emphasis on regulated industries like healthcare, ResultsCX combines its proprietary solutions with partnerships, such as Zendesk for ticket management and Uniphore for advanced analytics, to enhance service delivery. Strategic acquisitions, including Huntswood in 2024 and Zevas Communications in 2023, have further expanded its capabilities and geographic presence. With its commitment to embedding technologies like Generative AI into CX solutions, fostering industry collaborations, and pursuing strategic acquisitions, ResultsCX is classified as an Innovator in Avasant's CX Center Business Process Transformation 2024–2025 RadarView."
What the RadarView™ covers
- Independent analyst insights on the key trends reshaping CX center outsourcing — including agentic and generative AI adoption, the rise of real-time voice translation and accent neutralization technology, and advanced data analytics for proactive customer engagement
- Evaluation of providers across practice maturity, domain ecosystem depth, and investment and innovation trajectory
- A detailed ResultsCX profile covering key IP and platforms, strategic partnerships, client case studies, and industry concentration