Creatio Named a Leader in Omdia Universe for AI-Native Customer Engagement Platforms Report

Creatio, an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale, today announced it has been named a Leader in the Omdia Universe: Customer Engagement Platforms, 2026 report by Omdia, a global analyst and advisory firm. Creatio achieved a 99% Vendor Execution score and Best in Class recognition, underscoring the company’s leadership position and strong ability to execute its vision.

Omdia recognized Creatio for advancing AI-native customer engagement platforms. By embedding AI into the core, no-code agility, and intelligent workflow orchestration, Creatio helps enterprises move beyond fragmented systems toward truly intelligent, connected customer experiences across channels.  

This recognition reflects a broader shift in the customer engagement market, as organizations move beyond channel-centric models toward platforms designed to support end-to-end orchestration across the customer lifecycle.

The rise of AI agents, the move away from expensive and complex legacy CRMs, and the growth of citizen development all point toward a more modular, composable future. Creatio positions itself for organizations that want to move fast, experiment freely, and continuously improve engagement without being constrained by heavy development cycles or outdated contact-center assumptions. In that sense, Creatio is not abandoning CCaaS; it is redefining what matters beyond it.

Omdia highlighted several strengths of the Creatio platform, including:

• Composable architecture powered by AI enables rapid generation and customization of workflows and applications without IT resources
• Unified experiences across sales, marketing, and service built on a shared data model
• Reduced CRM complexity and integration overhead for organizations modernizing legacy environments
• Embedded intelligence with predictive, generative, and agentic AI capabilities integrated directly into workflows with predictable cost structures
• Flexible scalability and deployment options supporting incremental adoption across the enterprise

Rather than requiring organizations to adapt to rigid architectures or outdated contact-center stack, Creatio empowers business users to rapidly design workflows, automate processes, and continuously evolve customer journeys without heavy development cycles or operational complexity.

“Organizations today are looking for more than fragmented and disconnected engagement technologies and applications. They need intelligent, unified user experience platforms that enable them to orchestrate customer journeys end-to-end and adapt rapidly to changing business needs,” said Burley Kawasaki, SVP of Industries at Creatio. “Omdia’s recognition validates Creatio’s vision of combining CRM, AI agents, workflow automation, and no-code capabilities into a single platform that empowers organizations to move faster and deliver exceptional customer experiences.”

Creatio continues to expand its AI-native platform to help organizations improve operational efficiency, accelerate time-to-value, and deliver differentiated customer experiences.

Access the whole report.

About Creatio

Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in Boston, MA, with a global team and a large ecosystem of partners, Creatio serves thousands of customers in over 100 countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA.

For more information, visit www.creatio.com