CrayonIQ Unveils Landmark APAC Buyer’s Guide: AI-Powered Contact Centre Platforms Ranked and Ready for the Future
Announcement posted by CrayonIQ 10 Sep 2025
Sydney, 10 September 2025 - CrayonIQ today announced the release of the APAC Contact Centre CX Platforms With AI Buyer's Guide, the first independent regional analysis ranking 17 major vendors and reframing how organisations across Asia Pacific evaluate platforms in the era of AI.
The guide highlights five 'Enterprise Transformers' - Verint, Genesys, NICE, AWS and Cisco - as vendors leading the market with advanced AI-powered CX capabilities that are reshaping enterprise contact centres.
It also names Future Builders, platforms advancing steadily towards AI maturity, and recognises Mid-Market Challengers including Talkdesk, Sprinklr, and Zoom that are gaining traction with growing APAC customer bases. Hybrid Stalwarts are also identified as providers balancing legacy strengths with incremental AI enhancements.
The Rise of Hyperscalers
One of the standout findings is the acceleration of hyperscalers into the APAC CX landscape. Both Microsoft and Google are poised to make a material impact in the next 12 months, bringing scale, innovation, and rapid AI adoption that enterprises cannot ignore.
"In many ways, 2025 will be the year hyperscalers change the rules of the game," said Audrey William, CrayonIQ founder and principal analyst. "For too long, enterprises in APAC have been forced to rely on research steeped in North American benchmarks. This guide sets a new standard — a local, independent view of which vendors are delivering real CX and AI impact here, and which are still finding their way."
Local Evidence, Not Global Hype
Vendors were evaluated based on regional presence, platform capability, compliance with APAC data residency and sovereignty requirements, and critically, customer evidence through case studies and verifiable client outcomes.
"The chief challenge is not selecting a platform for today but choosing a partner with the vision and capacity to embed AI across the enterprise tomorrow," said Michael Clark, CXTT Consulting founder and report co-author. "This guide helps leaders cut through the noise and identify vendors who can genuinely transform CX in our region."
Separating Spin from Substance
The report also examines how both contact centre CX suite vendors and point solution providers are marketing AI as the answer to every problem, often leaving executives overwhelmed and sceptical.
"In 2025, customer experience is a board-level issue," said David Stone, Method and Momentum founder and report co-author. "A poor contact centre strategy is no longer just a service gap — it directly impacts acquisition, retention, and revenue. Making smart choices about AI platforms is now business critical."
About the Report
The CrayonIQ APAC Contact Centre CX Platforms With AI Buyer's Guide provides detailed assessments of 17 vendors with a presence in the region, including: 8x8, Avaya, AWS, Cisco, Dialpad, Genesys, Google, Microsoft, Mitel, NICE, RingCentral, Sprinklr, Talkdesk, Twilio, Verint, Vonage, and Zoom.
Each is ranked by its ability to deliver AI-enabled CX outcomes at enterprise and mid-market scale. Vendors were assessed on:
- Ability to translate AI into tangible business outcomes
- Platform capacity to generate insights using multiple methodologies
- Support for third-party AI integrations
- Ethical safeguards and compliance controls
The CrayonIQ APAC Contact Centre CX Platforms With AI Buyer's Guide is available for download here: https://crayoniq.com/buyers-guide/