Skip to main content

Permissions

Add user
Done

Start your AI search

AI search
Outbound call compliance Gamification for customer service Outsourcing services

Agent assist voice only market map and supplier insights Q3 2026

The Customer Experience (CX) sector is undergoing significant transformation, driven by generative AI (GenAI), real-time speech analytics, and agentic workflow automation. Agent Assist technology, once a basic tool, has evolved into a sophisticated AI-driven co-pilot ecosystem. This shift fundamentally alters contact center economics by augmenting human intelligence in real-time.

This report guides enterprise procurement teams, CIOs, and CX leaders through evaluating Agent Assist platforms, analyzing its history, problem landscape, essential capabilities, and market leadership metrics. As the industry progresses through 2025 and into 2026, the line between human assistance and autonomous agentic action is blurring. This creates opportunities for efficiency and introduces complex challenges in governance, integration, and workforce adaptation.

The market is experiencing rapid growth, fueled by an urgent need to cut operational costs and improve customer satisfaction amid rising expectations. Global AI spending is projected to reach nearly $1.5 trillion in 2025, with GenAI in customer service expected to grow at a CAGR of 25.3% through 2029. Agent Assist has become a critical infrastructure component, moving beyond a mere innovation.

This report dissects the nuances of this market shift, providing a roadmap for buyers to navigate the complex vendor landscape and gain a competitive edge. It emphasizes distinguishing between standard features and true differentiators, understanding underlying technical concepts, and evaluating vendors based on weighted criteria. The goal is to equip buyers with the knowledge to make informed decisions, ensuring successful implementation and measurable ROI.

Learn more
128 companies analyzed | Last updated Aug 25, 2026
Download the report
Palomarr Insights / Q3 2026

AGENT ASSIST VOICE ONLY

What does the latest agent assist voice only market report show?

The Q3 2026 Palomarr Insights report maps 128 agent assist voice only suppliers by market position, supplier scores, and category signals. Buyers can use it to understand the market before comparing vendors or building an RFP shortlist.

Palomarr Orbit

Unlike static analyst charts, Palomarr Orbit plots 128 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

The Agent Assist Voice Only category is at the forefront of CX transformation, moving from basic scripting to advanced AI-driven co-pilot systems. This evolution is reshaping contact center operations by enhancing agent capabilities and driving significant efficiency gains. This report provides a detailed analysis for enterprise buyers, focusing on the strategic importance and practical implementation of these technologies.

Category characteristics

Agent Assist Voice Only solutions are characterized by their real-time capabilities, leveraging AI to support human agents during live customer interactions. Key traits include real-time transcription, dynamic knowledge retrieval, and in-moment coaching. These systems aim to reduce cognitive load on agents, improve service consistency, and enhance overall customer satisfaction by providing immediate, context-aware assistance.

The technology is increasingly 'agentic,' meaning it can execute multi-step workflows autonomously, shifting the agent's role from responder to reviewer.

Market landscape

The market for Agent Assist Voice Only solutions is expanding rapidly, driven by the critical need to address high operational costs and evolving customer expectations. Investment in AI for customer service is surging, reflecting the urgency with which enterprises are seeking to augment their contact center operations. This growth is fueled by the proven ability of these solutions to reduce average handle time and improve first contact resolution.

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.

$1T Global AI spending (2025)
25.3% GenAI in CX CAGR (2029)
30-45% Contact center attrition

Key trends

Agentic AI evolution

Agentic AI is transforming passive assistance into active participation, enabling systems to plan and execute multi-step workflows autonomously. This capability significantly reduces manual effort for complex transactions, moving beyond mere suggestions to direct action.

Real-time analytics

The maturity of Natural Language Processing (NLP) and real-time speech analytics allows systems to 'listen' to calls and provide immediate guidance. This includes flagging compliance risks and suggesting scripts while the customer is still on the line, improving in-moment decision-making.

Cloud-native dominance

The shift to cloud-based Contact Center as a Service (CCaaS) models is a prerequisite for modern Agent Assist, enabling seamless integration via APIs. This infrastructure allows for flexible deployment and scalability, supporting dynamic software overlays on telephony systems.

Human-in-the-loop (HITL)

HITL design ensures AI-prepared actions require human approval before execution, acting as a critical safety valve. This mechanism safeguards against AI errors and continuously trains the model, essential for regulated industries and maintaining human accountability.

Multimodal & accent softening

Advanced solutions are incorporating multimodal inputs, processing voice, chat, and visual data simultaneously for comprehensive support. Technologies like accent softening further enhance communication by reducing bias and improving intelligibility in global support environments.

Competitive analysis

The Agent Assist market is bifurcating into platform giants and agile specialists. Platform giants offer seamless native integration with their CCaaS ecosystems, while agile specialists push innovation with advanced AI capabilities like behavioral coaching and generative workflows. Buyers must weigh the benefits of deep integration against the speed of innovation when selecting a vendor.

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
ConnexAI
9.6 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.5 Innovation 9.7
5
ObserveAI
Best for Mid-market
9.5 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.6 Innovation 9.4
6
Kore.ai
9.4 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.5
7
Amelia (Soundhound)
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.4 Innovation 9.2
8
Laivly
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.2 Innovation 9.4
9
Krista
9.2 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.1
10
Forethought
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 provides AI-powered guidance and compliance tracking, making it ideal for contact centers focused on quality and efficiency.

  • 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's human-quality AI enhances customer interactions with real-time guidance and automated quality assurance, suitable for various 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 AI-native solutions provide real-time agent assistance and multilingual support, making it ideal for enterprises needing high-performance AI integration.

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

ConnexAI's Athena platform excels in providing real-time guidance and automation for contact center agents during voice interactions. Its advanced AI capabilities, including speech recognition and conversational analytics, significantly enhance agent efficiency and customer satisfaction. With a proven track record of handling billions of interactions annually, ConnexAI is well-positioned to streamline voice communications.

  • Advanced Conversational AI for personalized interactions
  • 24/7 support enhances customer satisfaction
  • Seamless omnichannel integration across platforms
CapabilitiesInnovationImplementationSupportPrice
5
ObserveAI
Best for Mid-market
9.5 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.6 Innovation 9.4

ObserveAI enhances customer interactions with AI agents that provide real-time guidance and compliance monitoring, suitable for mid-market and enterprise needs.

  • Advanced sentiment analysis capabilities
  • Real-time AI coaching for agents
  • Customizable deep analytics and reporting
CapabilitiesInnovationImplementationSupportPrice
6
Kore.ai
9.4 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.5

Kore.ai offers tailored AI applications across various industries, enhancing agent support with prebuilt applications and a marketplace for rapid deployment.

  • No-code development platform for rapid deployment
  • Flexible LLM integration options tailored for businesses
  • Strong focus on action-driven AI insights
CapabilitiesInnovationImplementationSupportPrice
7
Amelia (Soundhound)
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.4 Innovation 9.2

Amelia's conversational AI platform offers seamless voice interaction capabilities, making it suitable for enterprises needing advanced customer service solutions.

  • Autonomous action capabilities enhance efficiency
  • LLM-agnostic design supports diverse integrations
  • Comprehensive support model ensures successful deployment
CapabilitiesInnovationImplementationSupportPrice
8
Laivly
9.3 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.2 Innovation 9.4

Laivly's AI platform supports customer service teams with real-time guidance and automation, making it suitable for small to mid-market businesses.

  • AI-powered virtual assistant for customer support
  • Streamlined workflow automation and task management
  • Real-time data analytics and reporting capabilities
CapabilitiesInnovationImplementationSupportPrice
9
Krista
9.2 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.3 Innovation 9.1

Krista's Agentic Platform unifies AI and human workflows, enhancing operational efficiency for mid-market and enterprise customers with diverse needs.

  • Automates tasks using natural language
  • Improves efficiency and reduces complexity
  • Monitors security and compliance
CapabilitiesInnovationImplementationSupportPrice
10
Forethought
9.1 This score was generated by combining our proprietary Capabilities and Innovation scores Capabilities 9.0 Innovation 9.2

Forethought's AI platform automates customer support with intelligent agents that learn from historical data, ideal for enterprises seeking efficiency.

  • High accuracy (91% avg)
  • Fast first response (40% reduction)
  • Human-centered design
CapabilitiesInnovationImplementationSupportPrice

Recommendations

SMB buyers

Prioritize ease of use, rapid setup, and transparent, low monthly costs. Look for all-in-one CCaaS solutions that include built-in assist features to minimize integration complexity and total cost of ownership.

Mid-market buyers

Focus on scalability and robust integration capabilities with existing CRMs. Seek vendors offering 'no-code' customization options to allow supervisors to quickly adapt prompts and workflows without IT intervention.

Enterprise buyers

Demand comprehensive security certifications (SOC 2 Type II, HIPAA, GDPR), custom model training options, and detailed analytics. Prioritize vendors with proven Agentic AI capabilities and 'white glove' implementation services for complex deployments.

Future outlook

The future of Agent Assist is dominated by Agentic AI and autonomous agents, with predictions indicating a significant percentage of enterprise software will feature agentic capabilities by 2026. The human agent's role will evolve from a responder to a reviewer or supervisor of AI-generated actions. This shift necessitates new governance and trust frameworks as software moves from passive assistance to active participation in business processes.

Multimodal agents and accent softening technologies will further enhance the capabilities and inclusivity of these solutions.

About this study

This report analyzes the Agent Assist Voice Only category, evaluating supplier capability and innovation scores based on extensive market research and technical analysis. It provides a comprehensive guide for enterprise procurement teams and CX leaders.

FAQs & disclaimers

Will Agent Assist replace my human agents?

No, Agent Assist fundamentally changes the agent's role by automating routine tasks like note-taking and information retrieval. This allows human agents to focus on complex, emotional, and high-value interactions, augmenting their capabilities rather than replacing them.

How is Agent Assist different from a Chatbot?

A chatbot interacts directly with the customer, aiming to deflect simple queries. Agent Assist, conversely, interacts with the human agent, providing real-time guidance and automation to help them serve the customer more effectively. While both may use similar underlying GenAI technology, their target users and primary functions differ.

Is Generative AI safe for regulated industries?

Yes, Generative AI can be safely deployed in regulated industries like finance and healthcare when implemented with Retrieval-Augmented Generation (RAG) to ground responses in verified internal data, strict PII redaction, and a 'Human-in-the-Loop' (HITL) design. HITL ensures human agents review and approve AI-generated actions before execution, maintaining accountability.

What are the hidden costs of Agent Assist solutions?

Beyond per-seat license fees, hidden costs can include implementation services (15-20% of Year 1 contract), usage-based fees (per minute or per LLM token), internal training and change management expenses, ongoing integration maintenance, and additional transcription/telephony fees. Buyers should consider the Total Cost of Ownership (TCO) comprehensively.

Disclaimer: The information contained in this report is for informational purposes only and does not constitute professional advice. Palomarr does not endorse any specific vendor or product. Buyers should conduct their own due diligence and consult with legal, technical, and financial experts before making purchasing decisions. Market data and projections are based on available industry research and may be subject to change.

Conclusion

The Agent Assist Voice Only category is undergoing a profound transformation, driven by the convergence of GenAI, real-time speech analytics, and agentic workflow automation. This evolution is not merely incremental but represents a fundamental shift in how contact centers operate, moving from human-centric, manual processes to AI-augmented, highly efficient ecosystems.

The market's rapid growth is a clear indicator of the urgent need for solutions that can simultaneously reduce operational costs, combat agent burnout, and elevate customer satisfaction in an era of heightened expectations. For enterprise procurement teams, the decision to invest in Agent Assist is strategic and high-stakes.

Success hinges on a clear understanding of essential capabilities versus true differentiators, a deep dive into technical concepts like RAG and Human-in-the-Loop, and a rigorous evaluation process that considers integration, latency, security, and total cost of ownership.

The cultural shift within contact centers, where agents transition from 'responders' to 'reviewers' of AI-generated actions, requires careful change management and a focus on positioning AI as an empowering co-pilot rather than a surveillance tool.

Ultimately, the successful adoption of Agent Assist will be measured not just by AI usage rates but by tangible business outcomes: reduced Average Handle Time, increased First Contact Resolution, lower agent attrition, and faster onboarding for new hires. By carefully navigating the vendor landscape and prioritizing solutions that offer proven ROI and robust agentic capabilities, enterprises can secure a competitive advantage and deliver superior customer experiences in the years to come.

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