Skip to main content

Permissions

Add user
Done

Start your AI search

AI search
Outbound call compliance Gamification for customer service Outsourcing services

Palomarr Insights for Agent Assist Voice Only in Q1 2026

The Agent Assist market is undergoing a significant transformation, driven by the convergence of generative AI, real-time speech analytics, and workflow automation. Once a tool for basic scripting, Agent Assist has evolved into an AI-powered co-pilot ecosystem, enhancing human intelligence in real-time and reshaping contact center economics. This report analyzes the evolution of the category, the problem landscape, essential capabilities, and the Capability vs.

Innovation metrics that define market leadership. The market is experiencing rapid growth, fueled by the need to reduce operational costs and improve customer satisfaction. Global spending on AI is projected to reach nearly $1.5 trillion in 2025, with GenAI in customer service expanding at a CAGR of 25.3% through 2029.

Agent Assist has become a critical infrastructure requirement, offering opportunities for efficiency and presenting challenges in governance, integration, and workforce adaptation.

Learn more
123 companies analyzed | Last updated Jan 7, 2026
Download the report
Palomarr Insights / Q1 2026

AGENT ASSIST VOICE ONLY

Palomarr Orbit

Unlike static analyst charts, Palomarr Orbit plots 123 agent assist voice only companies by Capabilities and Innovation, then lets you shift the center of gravity based on your priorities with Palomarr Orbit Shift. The closer to your unique core, the better the fit.

Palomarr Orbit Shift

 Orbit Shift
Contenders
Leaders
Emerging
Challengers
CAPABILITIES →
INNOVATION ↑

Introduction

This report provides an exhaustive guide for enterprise procurement teams, CIOs, and CX leaders evaluating Agent Assist platforms. It offers a granular analysis of the category's history, the high-stakes problem landscape, essential technical capabilities, and the emerging Capability vs. Innovation metrics that define market leadership.

As the industry transitions through 2025 and into 2026, the distinction between assisting a human agent and agentic autonomous action is blurring, creating both unprecedented opportunities for efficiency and new, complex challenges in governance, integration, and workforce adaptation.

Market landscape

The market for Agent Assist technologies is exploding, driven by an urgent need to reduce operational costs while simultaneously enhancing customer satisfaction. The landscape is composed of established CCaaS vendors adding native AI features and agile startups pushing the boundaries of innovation.

Quadrant distribution

Companies are evaluated on two dimensions: Capabilities measure product depth and maturity, while Innovation reflects forward-thinking investments. The combined score shows overall market position.

123 Total suppliers analyzed
8.0 Average combined score
25.3% Genai CAGR through 2029
$1T Projected AI spending in 2025

Key trends

AI-driven automation

Agent Assist is leveraging AI to automate tasks, provide real-time guidance, and personalize customer interactions. Generative AI enables dynamic summarization, real-time translation, and context-aware responses, improving agent efficiency and customer satisfaction.

Cloud-native solutions

The shift to cloud-based CCaaS models has unlocked the ability to integrate third-party software applications via APIs. This allows for seamless integration of Agent Assist tools, providing flexibility and scalability for contact centers.

Agentic AI

Agentic AI systems are capable of planning and executing multi-step workflows autonomously. These tools can access billing systems, calculate pro-rated amounts, and stage refund transactions, significantly reducing manual effort for agents.

Multimodal support

Modern Agent Assist solutions process voice, chat, and visual inputs simultaneously to provide a unified support experience. This includes real-time transcription, translation, dynamic knowledge retrieval, and behavioral coaching.

Competitive analysis

Leaders in the Agent Assist space distinguish themselves through generative AI integration, multimodal AI, and a focus on the agent experience. Companies are ranked based on their capability and innovation scores, reflecting their ability to deliver value and adapt to emerging trends.

How companies earn their ranking

Agent Assist Voice Only companies earn high Capability scores by providing reliable, accurate, and seamlessly integrated solutions. Key factors include the maturity of their real-time transcription, the depth of their CRM and CCaaS integrations, and the breadth of their supported features. Innovation scores are driven by the adoption of generative AI for agentic actions, multimodal input analysis, and advanced behavioral coaching features.

Top-ranked companies demonstrate a proven ROI, showcasing hard dollar savings and improved agent performance. Vendors can improve their ranking by focusing on seamless integration, providing measurable results, and developing agentic capabilities that automate complex tasks. Prioritizing data security and compliance is also crucial for attracting enterprise clients.

Learn more

Rankings

1
Mosaic Voice
Best Overall Best Value
9.8 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.9 Innovation 9.7
2
LevelAI
Best for SMB
9.7 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.6 Innovation 9.8
3
Cresta
Best for Enterprise
9.6 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.7 Innovation 9.5
4
ObserveAI
Best for Mid-market
9.6 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.5 Innovation 9.7
5
Kore.ai
9.5 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.6 Innovation 9.4
6
Amelia (Soundhound)
9.4 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.5
7
Laivly
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.4 Innovation 9.2
8
Krista
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.2 Innovation 9.4
9
Forethought
9.2 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.1
10
CallMiner
9.1 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.0 Innovation 9.2

Competitive assessment

Our AI-generated analysis explains what makes each top-ranked company a strong fit for agent assist voice only, based on their specific capabilities, product features, and market positioning.

1
Mosaic Voice
Best Overall Best Value
9.8 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.9 Innovation 9.7

Mosaic Voice specializes in AI-powered solutions that prioritize accuracy and compliance within contact centers. With real-time guidance and automated QA features, it empowers agents to perform effectively while maintaining adherence to regulations. Their strong security framework and no-code implementation ensure a seamless transition for small to medium-sized businesses.

  • Advanced AI-driven voice analytics technology
  • Seamless integration with existing CRM tools
  • Real-time actionable insights and feedback
CapabilitiesInnovationImplementationSupportPrice
2
LevelAI
Best for SMB
9.7 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.6 Innovation 9.8

LevelAI delivers a comprehensive solution that unifies quality assurance, insights, and agent support throughout the customer journey. Its AI Virtual Agent features real-time actions and coaching plans that empower agents while streamlining workflows. The platform's end-to-end automation capabilities help improve customer experience and operational efficiency, making it suitable for diverse business sizes.

  • Semantic analysis (Focuses on meaning, not keywords)
  • Personalized coaching (Tailored feedback for agents)
  • Omnichannel support (Works across all contact methods)
CapabilitiesInnovationImplementationSupportPrice
3
Cresta
Best for Enterprise
9.6 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.7 Innovation 9.5

Cresta's platform offers a unique advantage with its task-specific AI systems that optimize performance across 20 languages. Its real-time oversight capabilities for both human and AI agents enable seamless interactions, making it particularly well-suited for enterprise-scale businesses. The integration of advanced security measures further enhances its appeal to organizations in regulated industries.

  • AI-driven humanlike conversation capabilities
  • Real-time agent guidance and automation
  • Comprehensive multilingual support across channels
CapabilitiesInnovationImplementationSupportPrice
4
ObserveAI
Best for Mid-market
9.6 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.5 Innovation 9.7

ObserveAI stands out with its powerful conversation intelligence and AI-driven automation that supports agents in real-time. The platform's ability to analyze millions of interactions provides actionable insights that drive customer satisfaction and operational efficiency. Its robust integration capabilities allow for easy adoption in existing contact center tech stacks, making it ideal for mid-sized to large enterprises.

  • Advanced sentiment analysis capabilities
  • Real-time AI coaching for agents
  • Customizable deep analytics and reporting
CapabilitiesInnovationImplementationSupportPrice
5
Kore.ai
9.5 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.6 Innovation 9.4

Kore.ai's platform provides a no-code solution that empowers businesses to create tailored AI applications across various sectors. Its generative AI capabilities enhance customer interactions by understanding natural language queries effectively. The platform's strong integration capabilities and support for multiple languages make it a versatile option for organizations looking to improve their customer support operations.

  • No-code development platform for rapid deployment
  • Flexible LLM integration options tailored for businesses
  • Strong focus on action-driven AI insights
CapabilitiesInnovationImplementationSupportPrice
6
Amelia (Soundhound)
9.4 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.5

Amelia by SoundHound offers a conversational AI platform that excels in natural interactions across voice and text channels. Its advanced listening capabilities and fluid adaptability enable effective communication in diverse environments. The platform is designed for enterprise-level organizations, focusing on operational automation and customer interactions through customizable AI solutions.

  • Autonomous action capabilities enhance efficiency
  • LLM-agnostic design supports diverse integrations
  • Comprehensive support model ensures successful deployment
CapabilitiesInnovationImplementationSupportPrice
7
Laivly
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.4 Innovation 9.2

Laivly provides an AI and automation platform that enhances productivity and customer service within contact centers. Its Agent Copilot guides agents through workflows while automating repetitive tasks, leading to significant performance improvements. The platform's commitment to ethical AI use and easy integration makes it a strong contender for small to medium-sized businesses.

  • AI-powered virtual assistant for customer support
  • Streamlined workflow automation and task management
  • Real-time data analytics and reporting capabilities
CapabilitiesInnovationImplementationSupportPrice
8
Krista
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.2 Innovation 9.4

Krista's Agentic Platform focuses on automating workflows by integrating AI agents with existing systems, creating streamlined operations. Its low-code configuration allows businesses to adapt automations without extensive IT involvement. By enabling real-time engagement through natural language, Krista helps improve customer interactions significantly across various industries.

  • Automates tasks using natural language
  • Improves efficiency and reduces complexity
  • Monitors security and compliance
CapabilitiesInnovationImplementationSupportPrice
9
Forethought
9.2 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.1

Forethought's AI solutions automate repetitive tasks, allowing agents to focus on complex interactions and improve efficiency. With significant metrics such as a 15x average ROI and a 64% average deflection rate, it demonstrates a strong value proposition for businesses looking to scale their customer support. Its seamless integration with existing helpdesk systems further enhances its attractiveness.

  • High accuracy (91% avg)
  • Fast first response (40% reduction)
  • Human-centered design
CapabilitiesInnovationImplementationSupportPrice
10
CallMiner
9.1 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.0 Innovation 9.2

CallMiner excels in providing AI-driven insights that enhance agent performance in real-time. Their platform features real-time guidance, compliance monitoring, and quality assurance tools that empower agents to optimize customer interactions. Recognized as a leader in conversation intelligence, CallMiner's comprehensive analytics solutions support various industries, making it a strong choice for enterprises seeking to elevate their customer service capabilities.

  • Advanced speech analytics for comprehensive insights
  • AI-powered technology for accurate customer sentiment analysis
  • Customer-centric solutions to drive business success
CapabilitiesInnovationImplementationSupportPrice

Recommendations

SMB buyers

Prioritize ease of use, quick setup, and low monthly costs. Consider all-in-one CCaaS solutions with built-in assist features for streamlined implementation.

Mid-market buyers

Focus on scalability and integration with specific CRMs. Value no-code customization options for rapid adaptation to policy changes.

Enterprise buyers

Demand robust security (SOC2, HIPAA), custom model training, detailed analytics, and white-glove implementation services. Prioritize vendors moving toward agentic AI capabilities.

Scoring methodology

The Palomarr scoring methodology evaluates Agent Assist vendors based on their capability and innovation. Capability assesses the maturity and reliability of core features, while innovation measures the vendor's ability to adapt to emerging trends and deliver unique value. The combined score reflects a vendor's overall market leadership.

Future outlook

The future of Agent Assist is dominated by Agentic AI and Autonomous Agents. By 2026, a significant percentage of enterprise software will include agentic capabilities that act independently. The role of the human agent is shifting from a responder to a reviewer or supervisor of AI-generated actions. We will see the emergence of multi-agent systems, where specialized AI agents collaborate in the background to serve the human agent.

This evolution will require new frameworks for governance and trust.

About this study

This report analyzes over 20 suppliers in the Agent Assist Voice Only space, evaluating capability and innovation scores based on primary research, product demos, and customer interviews. The study provides a granular analysis of vendor strengths and weaknesses, delivering actionable insights for enterprise procurement teams.

FAQs & disclaimers

Will Agent Assist replace my human agents?

No, but it will fundamentally change their role. It automates routine tasks, allowing humans to focus on complex, emotional, and high-value interactions. It replaces the task, not the role.

How is this different from a Chatbot?

A chatbot talks to the customer. Agent Assist talks to the agent. Chatbots deflect; Agent Assist augments. However, the underlying technology (GenAI) is converging, and the same knowledge base often powers both.

Is Generative AI safe for regulated industries?

Yes, if deployed with RAG (grounding in your data) and strict PII redaction. Many banks and healthcare providers are successfully using Human-in-the-Loop GenAI models today.

Is this category right for small businesses (SMBs)?

Generally, Agent Assist offers the highest ROI for centers with 50+ agents where scaling training is a challenge. For very small teams, the implementation cost and TCO may outweigh the efficiency gains, though lighter-weight versions are emerging.

Disclaimer: The information contained in this report is for informational purposes only and should not be considered professional advice. Palomarr makes no representations or warranties regarding the accuracy or completeness of the information contained herein. Any reliance on the information in this report is at your own risk.

Conclusion

Agent Assist technology has matured into a comprehensive workspace augmentation layer. Modern solutions are defined by multimodality and low latency. They process voice, chat, and visual inputs simultaneously to provide a unified support experience. The future direction of the category is dominated by Agentic AI and Autonomous Agents. Organizations should prioritize vendors demonstrating proven ROI and Agentic capabilities.

Buyers should carefully evaluate integration ecosystems, latency, accuracy, and the total cost of ownership to ensure a successful implementation.

Take the deep dive

Explore agent assist voice only history, benefits, and future trends.

Read the deep dive

Read the buyer's guide

Get expert advice on evaluating agent assist voice only solutions, including key capabilities and evaluation criteria.

Read the guide

Ready to find your perfect agent assist voice only solution?

Learn more