Graia has been recognised as a Leading Challenger in Juniper Research’s latest AI Agents for Customer Experience Platforms Competitor Leaderboard.

The report evaluates vendors across product capability, market presence, and strategic positioning, highlighting those shaping the next phase of customer experience technology.

For Graia, this recognition reflects a simple reality: the way customer experience is delivered is changing — and fast.

A Market at an Inflection Point

Juniper’s research points to a significant shift in how enterprises approach AI in customer experience.

• Investment in AI agents is accelerating rapidly  
• Enterprise adoption is moving from experimentation to deployment  
• Multi-agent systems and interoperability are becoming critical  

The report highlights how new standards like Model Context Protocol (MCP) and Agent-to-Agent (A2A) communication are expanding what AI agents can do — making them easier to integrate, more scalable, and more impactful across the enterprise. In short, this is no longer about isolated automation. It’s about connected, intelligent systems operating across the entire customer journey.

Why Graia Was Recognised

Juniper identifies several areas where Graia stands out:

• Agentic CCaaS Platform
  A unified approach combining contact centre infrastructure with AI-native capabilities  
• Prebuilt AI Agent Repository
  Accelerating deployment and reducing technical complexity for enterprises
• Contextual, Personalised Interactions
  Deep integrations with CRM systems and a RAG-powered knowledge base to ensure accuracy  
• Empathy Engine & Human-in-the-Loop
  AI that adapts to customer sentiment, with built-in controls for human oversight  

These capabilities enable organisations to scale automation without sacrificing context, accuracy, or control.

Download full report here.

Built for Real-World Complexity

Graia was created through the unification of Bulb Technologies, Geomant, and Buzzeasy — combining decades of experience in customer engagement, contact centre operations, and enterprise AI.

This foundation matters.

Because the challenge facing enterprises today isn’t simply adopting AI.
It’s making AI work within the complexity of real operations:

• Multiple channels  
• Multiple markets  
• Multiple languages  
• Strict compliance requirements  

Graia is designed to operate within that reality — not just in controlled environments or isolated use cases.

Positioned for What Comes Next

Juniper notes that enterprises will increasingly demand AI agents that:

• Retain context across interactions  
• Provide accurate, up-to-date responses  
• Route seamlessly between automation and human agents  

This is where the market is heading, and it reflects the core principle behind Graia’s platform:

AI should not just automate interactions — it should understand them, act on them, and improve them over time.
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Looking Ahead

Being recognised as a Leading Challenger is an important milestone, but it’s also a reflection of where the industry is going.

Customer experience is moving beyond fragmented tools and reactive automation toward unified, agentic systems that combine intelligence, empathy, and execution.

That shift is already underway.

Graia is built for it.

Download full report here.

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About Graia

Graia is an AI-native Agentic Customer Experience platform designed to unify customer experience, employee productivity, and automation into a single system.

By combining artificial intelligence with emotional intelligence, Graia enables organisations to deliver faster, smarter, and more human customer interactions at scale.

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