Vendor list · AI call-center tools
AI call-center tools, scored.
How we score
Four stages, evidence-graded throughout.
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Inclusion criteria
Public pricing. Integrations doc. Ten or more customers. Self-serve path.
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Weighted rubric
Each dimension scored zero to four. Every cell tagged MEASURED, CITED, or ESTIMATED.
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Total score
Weighted sum out of one hundred. Seven-day right-of-reply window before publishing.
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Ranked and published
Updated when new vendors qualify or when fact-check replies land corrections.
A quick read on the top of the rubric. Each card links into the full scorecard in the next tab.
- 01 NICE CXone Mpower Agentic CCaaS, multi-LLM 77 /100
- 02 Retell AI Developer voice-AI platform 75 /100
- 03 Amazon Connect AI AWS-native CCaaS, AI-bundled 70 /100
- 04 Genesys Cloud AI Experience Token-priced CCaaS AI 68 /100
- 05 Cresta Real-time assist specialist 66 /100
- 06 Synthflow No-code voice-AI agents 66 /100
- 07 Microsoft Dynamics 365 Customer Service Copilot Microsoft-stack CRM-AI service 64 /100
- 08 Talkdesk Copilot CCaaS-embedded agent assist 64 /100
- 09 Bland AI Owned-stack voice AI 63 /100
- 10 Five9 Genius AI Incumbent CCaaS AI suite 63 /100
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01 NICE CXone Mpower NICE CXone Mpower Cross-industry 82 /100
Top strength Cohort calibration-reference vendor and highest base score (82/100): scores 4/4 on real-time agent assist, self-service containment, quality/compliance, and data integration. Publicly traded, $2.8B revenue (2024), 150+ countries, named outcomes (Sony +19% CSAT).
Top gap Cost economics and time-to-value both score lowest at 2/4: Ultimate Suite adds a $0.25/session usage fee that defeats clean TCO modeling, and net-new deployment is an enterprise-paced implementation.
Best for Mid-market-to-enterprise contact centers (about $50M revenue and up) consolidating self-service automation, agent assist, full-coverage quality/compliance, and WFM onto one AI-orchestration platform.
02 Retell AI Retell AI Cross-industry 75 /100
Top strength Best developer-first AI voice agent in the cohort. BYO-LLM + usage-based pricing + 4.8/5 G2 across 1,414 reviews (highest in cohort by both axes).
Top gap Undisclosed model details (no published contact-center accuracy benchmark, supported-LLM matrix routed to dashboard) and ISO 27001 / EU-residency / PCI gaps for regulated procurement.
Best for BPOs and mid-market contact-center operators with in-house engineering who want an API-first product with public usage-based pricing and a HIPAA BAA on pay-as-you-go.
03 Amazon Connect AI Amazon Connect AI Cross-industry 71 /100
Top strength Only 4/4 dim is quality monitoring and compliance: Contact Lens scores 100% of conversations plus SOC 2 Type II, ISO 27001, HIPAA, PCI DSS, FedRAMP and pre-AI PII redaction. 2025 Gartner CCaaS Magic Quadrant Leader; fully public usage-based pricing.
Top gap Lowest dims are speech-to-text accuracy (2/4, no published WER benchmark) and time-to-value (2/4, realistically 6-12 weeks to light up AI for teams without AWS engineering).
Best for Mid-market to enterprise contact centers already on AWS with in-house engineering, at pilot through optimization stage; deployment-capability floor around $50M revenue.
04 Cresta Cresta Cross-industry 71 /100
Top strength Named raw=4 reference vendor for real-time agent assist: Forrester Wave Q2 2025 Leader with highest current-offering score. $100M ARR, ~$282M raised, $1.6B valuation; Fortune 500 customers (United, CVS Health, Cox); proprietary Ocean-1 model; ISO 42001/27001/27701, HIPAA, PCI...
Top gap Lowest dims (2/4) are cost economics (only public price is $150k/yr AWS Marketplace listings, rest quote-only) and time-to-value (4-12 week implementation, no self-serve path).
Best for Enterprise contact centers with 250+ agents, dedicated AI/ops resources, and six-figure budgets, especially regulated industries already on Five9, Genesys, or Zoom; scale through optimization stage.
05 Dialpad Dialpad Cross-industry 70 /100
Top strength Two 4/4 dims: quality/compliance (SOC 2 Type II, HIPAA BAA, ISO 27001/27017/27018, 100% AI Scorecard, real-time PII redaction) and time-to-value (cloud-native setup in minutes, 14-day trial). Proprietary DialpadGPT; $2.2B valuation, ~1,000 staff, 7,000+ customers.
Top gap Lowest dims (2/4) are stt_accuracy (no published WER despite 3B+ training minutes) and cost economics (contact-center pricing quote-only); -5 soft pricing penalty.
Best for Mid-market and enterprise contact centers seeking native AI transcription, real-time coaching, and omnichannel agentic AI within an existing CCaaS stack.
06 Assembled Assembled Cross-industry 68 /100
Top strength Self-service containment scores 4/4: 70% containment at EliseAI and 60-70% out-of-the-box resolution across phone, chat, and email. $67.6M raised; Gartner 2025 WFM Market Guide representative vendor; published per-agent and per-conversation pricing.
Top gap Lowest dim is stt_accuracy_contact_center (0/4): no published WER or benchmarks; compliance lacks HITRUST or FedRAMP; headcount and revenue-fit thresholds UNKNOWN.
Best for Mid-market and enterprise support teams seeking integrated WFM, AI containment, and real-time agent assist with transparent pricing.
07 Genesys Cloud AI Experience Genesys Cloud AI Experience Cross-industry 68 /100
Top strength Scores 4/4 on quality monitoring and compliance: 100% interaction AI scoring plus the broadest compliance stack in the cohort (SOC 1/2/3, ISO 27001/27017/27018/42001, PCI DSS, HIPAA, HITRUST, FedRAMP Moderate, DoD IL2). Gartner CCaaS Leader 11 years; ARR near $2.2B. Total 68/100.
Top gap Speech-to-text scores lowest at 2/4: no published WER under contact-center conditions and reliance on pluggable Azure/Google STT engines as add-ons.
Best for Mid-enterprise to large-enterprise contact centers (about 75+ seats), especially regulated industries or those already on Salesforce Service Cloud or ServiceNow.
08 PolyAI PolyAI Cross-industry 68 /100
Top strength Proprietary Raven dialog model (trained on 1B+ enterprise conversations) plus Owl ASR fine-tuned for telephony; $86M Series D (Dec 2025) brought total funding above $200M; named customers Marriott, Caesars, PG&E, Volkswagen; SOC 2 + HIPAA + ISO 27001 + PCI DSS baseline.
Top gap Real-time agent assist scores lowest (2/4): PolyAI is the autonomous agent on the call, not a human-agent sidecar; cost economics also 2/4 on fully quote-only per-minute pricing.
Best for Large enterprises (roughly $500M revenue and up) with high inbound phone volume in regulated or brand-sensitive verticals wanting voice containment atop an existing CCaaS.
09 Replicant Replicant Cross-industry 68 /100
Top strength Self-service containment scores highest (4/4): named customers Sunrun (50% of payment calls resolved) and CAA Club Group (30% of total call volume, NPS 82); 1B+ automated agent minutes, >99.95% uptime, SOC 2 Type II + HIPAA + PCI DSS + GDPR + CCPA.
Top gap Real-time agent assist scores 1/4 (autonomous agent, not a sidecar); standing watch item is no disclosed equity round since the April 2022 Series B with roughly 20 enterprise customers.
Best for Large enterprise contact centers (roughly $250M revenue and up) in call-heavy regulated verticals wanting a managed automation outcome for recurring Tier-1 volume.
10 Level AI Level AI Cross-industry 66 /100
Top strength Scores 4/4 on quality and compliance: 100% of conversations scored via Auto-QA with full stack (ISO 27001, HIPAA, SOC2, PCI, GDPR) plus PII redaction and an 80% QA-effort reduction at VistaPrint. ai_native_score 85; $73.1M raised; G2 4.7 (200+ reviews). Total 66/100.
Top gap Speech-to-text and cost economics both score 2/4: no published WER benchmark and no public pricing tiers (quote-only, soft -5 penalty; live /pricing returns 404).
Best for Enterprise contact centers that need 100% interaction coverage, automated QA with a deep compliance posture, and native connectivity across multiple CCaaS, CRM, and data-warehouse vendors.
11 Synthflow Synthflow Cross-industry 66 /100
Top strength No-code visual-builder leader. Broadest CCaaS connector list in the cohort (Five9, Genesys Cloud, NICE, RingCentral, Talkdesk, 8x8, Dialpad, 3CX, JustCall, Cloudtalk, Cisco, Avaya, Intermedia, OpenPhone). Productized white-label / reseller motion for BPOs. Frontier OpenAI...
Top gap Off-script reliability in multi-turn dialogues (evidenced across three independent reviewers + Trustpilot). Latency-claim inconsistency (sub-100ms / 400ms / <500ms across three vendor surfaces). HIPAA BAA gated to Enterprise only. Hidden-cost stack lands realistic spend at 2-3x...
Best for Small-to-mid-market service businesses, BPOs, and agencies wanting a no-code builder, modelable per-minute pricing, and white-label reseller tooling.
12 Kore.ai Kore.ai Cross-industry 64 /100
Top strength Leader in both 2025 Gartner Magic Quadrant for Conversational AI and Q2 2026 Forrester Wave for Customer Service. 400 Fortune-2000 customers (PNC, AT&T, Cigna, Coca-Cola, Airbus, Roche, Eli Lilly, Deutsche Bank, Alaska Airlines). Deepest compliance posture in the cohort outside...
Top gap Sales-led pricing with third-party-reported $300K-floor ACV. Third-party-measured voice latency clusters at 800-1000ms vs Cognigy ~500ms and Retell 600-840ms. Deployments run 6-18 months. ~500 employees cut across two layoff rounds in late 2023 / early 2024, same window as $150M...
Best for Fortune-1000 and larger enterprises consolidating multiple AI use cases (contact-center, IT-assist, HR-assist, search) on one vendor, with internal or partner-led implementation capacity.
13 Microsoft Dynamics 365 Customer Service Copilot Microsoft Dynamics 365 Customer Service Copilot Cross-industry 64 /100
Top strength Cohort-best pricing transparency: full published per-user list pricing on every tier (Professional $50, Enterprise $105, Premium $195, Contact Center $110). 2025 Gartner MQ Leader for CRM Customer Engagement Center; Lenovo outcomes (agent productivity +15%, AHT -20%). Total...
Top gap Self-service containment and data integration both score lowest at 2/4: no published voice-containment rate, and integration depth outside the Microsoft stack is limited (anchor-named raw=2).
Best for Mid-market to enterprise contact centers already invested in the Microsoft ecosystem (Microsoft 365, Teams, Power Platform, Dataverse) that can staff the admin function to light up Copilot.
14 Talkdesk Copilot Talkdesk Copilot Cross-industry 64 /100
Top strength Deep compliance stack of 30+ certifications (SOC 2 Type II/SOC 3, ISO 27001, PCI DSS Level 1, HIPAA, GDPR, ISO 22301, ISO/IEC 42001) with AI QA across 100% of interactions; 2025 Gartner CCaaS Magic Quadrant Leader; named customer Quadient at 60% containment.
Top gap Cost economics and time-to-value both score 2/4: Copilot is a quote-only paid add-on off the published base table, so the AI layer cannot be modeled or piloted without separate procurement.
Best for Mid-market-to-enterprise contact centers (roughly $25M revenue and up) consolidating agent assist, containment, and AI QA onto a single CCaaS platform.
15 Bland AI Bland AI Cross-industry 63 /100
Top strength Fluent in-house ASR is the only vendor in the cohort with a published WER (5.9% English on a 250-hour real-world contact-center corpus). Enterprise customer roster: Cleveland Cavaliers, Better.com, Samsara, Mutual of Omaha, Snapchat, Gallup, Copart, University of Phoenix. $65M...
Top gap Unresolved Wired June 2024 safety story (demo bot impersonating a human); guardrails remain Enterprise-only. Latency claim sub-400ms vs third-party measurement 700-900ms typical. HIPAA BAA gated to Enterprise. Genesys / Zoom CC / Talkdesk / RingCentral connectors not surfaced.
Best for Developer-led, engineering-capable contact-center operators automating high-volume inbound/outbound calls (IVR replacement, scheduling, collections) at pilot through optimization stage.
16 Cognigy.AI Cognigy.AI Cross-industry 63 /100
Top strength Self-service containment scores 4/4: agentic AI Agents automate full voice and digital journeys at named enterprise scale (Lufthansa, Frontier Airlines, Bosch, Mercedes-Benz). Forrester Wave 2026 Leader; acquired by NiCE for ~$955M; 1,250+ enterprise brands; ISO 42001.
Top gap Lowest dims (2/4) are speech-to-text (bring-your-own ASR, no proprietary engine or WER), cost economics (quote-only six-figure contracts), and time-to-value; -5 soft pricing penalty.
Best for Mid-market to enterprise contact centers (around $50M+ revenue) on an existing CCaaS stack deploying autonomous AI Agents, at optimization stage with multi-quarter implementation horizon.
17 Five9 Genius AI Five9 Genius AI Cross-industry 63 /100
Top strength Public-company CCaaS incumbent (FY2025 revenue $1,149.1M, +10%; Q4 Enterprise AI revenue +50%) and an 8th-time Gartner CCaaS Magic Quadrant Leader serving enterprises with 10,000+ agents. Total score 63/100.
Top gap Cost economics scores lowest at 2/4 (soft -5 pricing penalty): base seat tiers published but Genius AI sits on quote-only tiers with metered AI consumption, so all-in cost is not modelable.
Best for Mid-market to large-enterprise contact centers (about $50M revenue and up) wanting an analyst-recognized CCaaS platform with AI embedded across self-service, agent assist, knowledge, and analytics.
18 Vapi Vapi Cross-industry 63 /100
Top strength Most exposed-stack voice-AI orchestration in the cohort: largest provider matrix (11+ LLMs, 9 TTS, 6 STT), $0.05/min orchestration-only floor (cheapest in cohort under BYO-API-keys). Amazon Ring deployment (100% inbound, two weeks to production, evaluated 40+ vendors) is the...
Top gap Six degraded-or-outage incidents on public status page in last 90 days. Vendor-acknowledged support backlog. No prebuilt native CCaaS connectors (Retell has them). HIPAA as a $2,000/month add-on (Retell bundles on PAYG). Component-billing model flagged across every independent...
Best for Product-engineering teams embedding voice into their own software who want fine-grained pipeline and provider control and can manage multi-vendor billing.
19 Modulate Audio-native voice intelligence (Velma) for real-time fraud, QA, and compliance in contact centers Cross-industry 61 /100
Top strength Published, benchmarked speech-to-text accuracy (7.6% WER on Earnings-22, 14.9% on AMI Corpus), #1 deepfake detection (98.9%), and 57-language support behind a transparent self-serve API, with long-standing ISO 27001 + HIPAA-aligned compliance posture.
Top gap Not a self-service containment / voice-agent product (it is a listening-and-triage analytics layer), and it publishes no named native CCaaS/CRM connector integrations.
Best for Enterprise and developer contact-center teams that need real-time fraud/deepfake detection, agent-welfare monitoring, and auditable QA/compliance signals layered onto existing voice infrastructure.
20 CallMiner CallMiner Cross-industry 59 /100
Top strength Quality and compliance scores 4/4: SOC 2 Type II, HITRUST, ISO 27001:2022, PCI DSS, FISMA plus real-time PII redaction and 100% interaction analytics. $75M from Goldman Sachs (2019); supports 100,000+ simultaneous interactions.
Top gap Lowest dims (2/4) are stt_accuracy (no published WER), data integration (no enumerated connectors), cost (quote-only), and time-to-value (no published timelines); -5 soft pricing penalty.
Best for Enterprise contact centers needing omnichannel analytics, real-time supervisor intervention, and HITRUST/FISMA-grade compliance on existing CCaaS investments.
21 MaestroQA MaestroQA Cross-industry 59 /100
Top strength Scores 4/4 on quality monitoring and compliance: native QA workflow (scorecards, AI Auto QA across 100% of conversations, calibration, coaching) with the deepest overlay-class compliance stack (SOC 2 Type II, ISO 27001, ISO 42001, PCI DSS 4.0 Level 1, HIPAA, GDPR, CCPA). Total...
Top gap Self-service containment scores lowest at 1/4 (named raw=1 reference; owns no containment surface); also carries soft -5 cohort-fit and -5 pricing penalties as a quote-only QA overlay.
Best for Mid-market to enterprise support and CX teams on a CCaaS/helpdesk stack needing to score, calibrate, coach, and report on conversation quality, including regulated industries.
22 Observe.AI Observe.AI Cross-industry 59 /100
Top strength Locked calibration reference at 4/4 on quality and compliance: Auto QA across 100% of human and AI interactions plus the the cohort's most extensive regulated stack (SOC 2 Type II, ISO 27001, PCI Level 1, HIPAA, HITRUST r2, EU AI Act) with pre-model redaction and BYOK/KYOK....
Top gap Self-service containment scores 2/4: autonomous VoiceAI Agents are the newest layer, named containment rests on one customer (Affordable Care). Pricing quote-only (404, soft -5).
Best for Regulated-industry contact centers (banking, healthcare, insurance) needing automated QA across 100% of interactions, a defensible compliance posture, and real-time agent coaching on one platform.
23 Salesforce Service Cloud + Agentforce for Service Salesforce Service Cloud + Agentforce for Service Cross-industry 57 /100
Top strength Service Cloud is the dominant service CRM and system of record other CCaaS platforms integrate into; named customer Heathrow resolves 90% of chats with Agentforce Service; publicly traded (NYSE: CRM, 83,334 employees); Einstein Trust Layer masks PII before the LLM.
Top gap Cost economics scores lowest (1/4): edition plus native-voice add-on plus consumption layer floors total cost well above the cohort median for non-Salesforce buyers.
Best for Mid-market-to-enterprise contact centers (roughly $50M revenue and up) already running Salesforce as their service CRM wanting native voice and CRM-grounded AI agents.
24 Hyro Healthcare voice + chat AI agents Cross-industry 56 /100
Top strength Healthcare-vertical AI agent platform with 45+ health-system deployments (Intermountain, Bon Secours Mercy, Sutter, Baptist, Hackensack Meridian) and integration coverage of Epic plus the major contact-center platforms (Twilio Flex, NICE inContact, Genesys, Five9, Cisco)....
Top gap Vertical to healthcare providers. No publicly disclosed LLM, no public pricing, narrower fit for cross-industry call centers that the call-center cohort rubric covers.
Best for Health systems and hospital call centers automating scheduling, patient access, and tier-1 patient questions across voice and chat without ripping out the existing CCaaS stack.
25 Content Guru Content Guru Cross-industry 54 /100
Top strength Quality and compliance scores 4/4: SOC 2 Type 2, ISO 27001, FedRAMP High and 100% conversation transcription. Named deployments at 20,000 voice and 75,000 concurrent digital agents; 2025 Gartner CCaaS Challenger; revenue 68.6M GBP (2025).
Top gap Four dims marked UNKNOWN (stt_accuracy, data integration, cost, time-to-value), driving the 22/100 total; plus -5 integration and -5 soft pricing penalties.
Best for Large enterprises and government buyers needing FedRAMP High, 100% compliance transcription, and high-scale self-service containment.
26 Balto Balto Cross-industry 51 /100
Top strength Highest dim cluster (3/4 each) led by stt_accuracy: proprietary real-time ASR cut WER to 7.7% vs Deepgram Nova-2 11.2% on 25 hours of call-center data. 4.8 G2 (579 reviews), $52M funding, 400M+ calls guided, SOC 2 with real-time PII redaction.
Top gap Lowest dim is cost_economics (1/4): quote-only with no published pricing anywhere; also a -5 scale penalty for no named 500+ agent deployments.
Best for Mid-market contact centers seeking real-time agent guidance, automated QA, and compliance monitoring on existing CCaaS platforms.
27 EvaluAgent EvaluAgent Cross-industry 51 /100
Top strength Quality and compliance scores 4/4: 100% automated scoring, SOC 2 Type II, ISO 27001, HIPAA, EU AI Act Ready, PII redaction and audit logs. $20M Series A; published per-user pricing from $35/month; native connectors to 9+ CCaaS and CRMs.
Top gap Lowest dims are realtime_agent_assist (1/4, feedback is post-call only, no in-call guidance) and self_service_containment (1/4, no native bot builder); -5 scale and -5 soft pricing penalties.
Best for Mid-market and enterprise contact centers seeking 100% QA coverage with compliance tooling and published per-user pricing.
28 Nextiva Nextiva Cross-industry 49 /100
Top strength Quality/compliance and data integration are its highest dims at 3/4: AI-driven quality management with SOC 2, PCI DSS, HIPAA, GDPR claims, plus 34 named connectors over 100% REST APIs. $350M revenue (2024), 100,000+ businesses. Total 49/100.
Top gap Speech-to-text scores lowest at 1/4 (no WER/WAcc benchmark, named STT provider, or domain-tuning); evidence depth is thin across STT, containment, cost, and time-to-value, all vendor-asserted.
Best for Mid-market and enterprise buyers wanting an all-in-one UCaaS plus contact-center platform with published entry pricing, broad integrations, and AI self-service.
29 Uniphore Uniphore Cross-industry 47 /100
Top strength Real-time agent guidance and a defensible security posture are the strongest dims: Real-time Guidance Agent (3/4) with named AHT/FCR outcomes, plus ISO/IEC 27001:2022, SOC 2 Type II, and PCI DSS Level 1; 2000+ businesses including 60+ Fortune 500.
Top gap Evidence is thin: every quantitative claim is vendor-asserted with no independent benchmark, no named connector list is extractable, no published STT WER, and pricing is quote-only (final 47).
Best for Large enterprises and Fortune 500 contact centers wanting a composable agentic AI platform with real-time guidance and willing to engage an enterprise sales cycle.
30 Zoom Contact Center Zoom Contact Center Cross-industry 47 /100
Top strength Speech-to-text scores highest in this group's CCaaS set (3/4): Scribe positioned among top models on the Open ASR Leaderboard with a reduced-hallucination claim; first-time 2025 Gartner CCaaS Magic Quadrant inclusion; 2,500+ App Marketplace integrations; $4.67B parent (NASDAQ:...
Top gap Cost economics scores lowest (1/4): quote-only contact-center SKU with no public price points while Gartner frames adoption as primarily small-to-midsize; soft scale and pricing penalties applied.
Best for Small-to-midsize contact centers already running Zoom Meetings and Zoom Phone wanting to consolidate UCaaS and CCaaS with bundled AI on one platform.
31 RingCentral CCaaS/UCaaS platform with RingCX AI contact center on a cloud telephony core Cross-industry 45 /100
Top strength CCaaS-native breadth: owns the RingEX telephony core plus the RingCX AI contact center (real-time transcription, AI quality management, intelligent virtual agents), 500+ pre-built integrations, named compliance posture (HITRUST, SOC 2, PCI DSS, GDPR, HIPAA), and 99.999%...
Top gap No published quantitative AI benchmarks (STT WER, agent-assist latency, general-case containment rate) and core RingEX/RingCX plan pricing is quote-only on the public surface.
Best for Enterprises and mid-market buyers consolidating UCaaS + contact center with one vendor, including regulated industries (healthcare, financial services, public sector) needing a CCaaS-native AI overlay.
32 Infinity Infinity Cross-industry 44 /100
Top strength Genuinely transparent pilot-scale pricing: two published per-call tiers (Essentials $249 at $0.20/call, Pro $349 at $0.15/call), plus fast self-serve setup with published step timings. Cost economics is its highest dim at 3/4. Total 39/100.
Top gap Self-service containment scores lowest at 1/4: no IVR/chatbot/voicebot containment surface, plus integration, scale, and cohort-fit penalties (-5 each) as a call-tracking/post-call analytics overlay.
Best for Marketing-attribution and post-call analytics buyers at mid-market contact centers on Google/Microsoft/Meta ad platforms wanting transparent per-call pricing.
33 LivePerson LivePerson Cross-industry 40 /100
Top strength 30-year category incumbent. ~1B messages/month across HSBC, Burberry, Virgin Media, Vodafone, Delta, Home Depot, L'Oreal, Hugo Boss, Estee Lauder, Nike, Chipotle. March 2026 Syntrix launch. August 2025 Google Cloud / Gemini 2.5 standardization. Strongest non-CCaaS-incumbent...
Top gap Being acquired by SoundHound AI at $250M EV ($43M equity, 22% premium), expected close H2 2026. Six consecutive quarters of revenue decline. Public integrations page does NOT enumerate Five9 / NICE / Genesys / Talkdesk / Amazon Connect / Zoom CC. No client SDK for REST API.
Best for Regulated enterprises operating at messaging scale (banking, healthcare, retail, telecom, travel), especially existing LivePerson customers anchored on Avaya, Salesforce, or Google Cloud.
35 Mosaicx Mosaicx Cross-industry 31 /100
Top strength Operates at clear enterprise scale (over 1.1B annual inbound call minutes, 2.3B interactions orchestrated) with 40-60% call containment and HITRUST/HIPAA/SOC 2/PCI compliance claims; Apollo-owned via West Technology Group. Total 31/100.
Top gap Four dims score 1/4 (STT, real-time agent assist, cost economics, time-to-value): no STT benchmark, no agent-desktop assist surface, no published pricing, and no go-live timeframe in frozen sources.
Best for Regulated-industry contact centers (healthcare, finance, pharmacy) seeking voice containment, especially those on Genesys, Five9, Amazon Connect, or Cisco Webex.
36 Regal AI Voice AI agent platform for enterprise contact centers Cross-industry 31 /100
Top strength Enterprise-grade compliance (SOC 2, HIPAA, GDPR, CCPA, TCPA) and 40+ integrations behind a no-code AI voice agent builder, backed by $78M+ in funding.
Top gap No published quantitative benchmarks (STT accuracy, containment rate, latency) on the public surface; pricing is quote-only.
Best for Enterprise contact centers (75+ agents) in regulated, high-consideration industries: financial services, healthcare, insurance, education.
37 Shelf Knowledge governance and retrieval layer for GenAI-powered contact centers Cross-industry 31 /100
Top strength Strong knowledge-source integration breadth (SharePoint, Salesforce Knowledge, ServiceNow, Zendesk, Genesys Knowledge Workbench, plus Anthropic/OpenAI/Snowflake/Databricks RAG connectors) with developer-friendly APIs and SDKs.
Top gap No published STT/ASR accuracy benchmarks and no disclosed security/compliance certifications (SOC 2, ISO 27001, HIPAA) on the public surface; pricing is quote-only and named-customer containment rates are absent.
Best for Enterprises already running Genesys, Five9, or NICE that need centralized knowledge governance and retrieval feeding agent assist and self-service surfaces.
34 Oracle Fusion Service Enterprise suite Oracle Fusion Service Cross-industry 36 /100
Top strength Shared Fusion data model gives native back-office connectivity (finance, field, supply chain, HR) with no middleware; named Gartner MQ for CRM Customer Engagement Center Leader twelve consecutive times, and a $57.40B publicly traded incumbent (NYSE: ORCL) with a clean scale...
Top gap Partial cohort fit: two dims are UNKNOWN (speech-to-text and quality/compliance), voice arrives via third-party CTI, and three soft penalties stack for a final of 24.
Best for Mid-market-to-enterprise organizations (roughly $50M revenue and up) already on Oracle Fusion ERP/HCM/SCM wanting service as connective tissue to back-office data.
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This vendor list opened for review on 2026-05-04 with 37 platforms scored at desk-research depth. If your platform fits the inclusion criteria and isn't here, send it our way and we'll prioritize the next wave. We evaluate on the same rubric for every vendor and email you when the score is published.
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