AI TrustMark

Contact-centre AI companies, products & suppliers

CCaaS and contact-centre platforms that add AI across voice and digital as the suite. Jobs: omnichannel routing with ai; qa across the centre; wfm plus ai assist as a suite.

What is Contact-centre AI?

CCaaS and contact-centre platforms that add AI across voice and digital as the suite. Jobs: omnichannel routing with ai; qa across the centre; wfm plus ai assist as a suite.

What problems does it solve?

The contact centre is still a PBX plus a chatbot plus a notes tool.

Typical business use cases

  • Omnichannel routing with AI
  • QA across the centre
  • WFM plus AI assist as a suite

Important capabilities

  • CCaaS or overlay
  • Channels
  • Workforce

What buyers should evaluate

  • Whether you replace the CCaaS
  • Recording tenancy
  • Agent desktop

Risks and governance considerations

AI features that send every call recording to a third model host.

Procurement checklist

  • Recording location
  • Desktop
  • Replacement vs overlay

Relevant AI Trustmark assurance

AI Trustmark independent findings appear only when an assessment or certificate exists. Category membership does not imply verification.

Methodology · How verification works

Products and providers

Open a product profile for its catalogue details, or use the provider link for the company profile. Claimed listings appear first, then by name. Payment never changes the order.

  • AmplifAI

    By AmplifAI

    AmplifAI is a contact centre performance and CX management platform. It unifies contact centre data, uses AI to score every interaction for quality assurance, and drives agent perf

  • CallMiner Eureka

    By CallMiner

    CallMiner is a conversation intelligence and CX automation platform for enterprise contact centres. It captures customer interactions across calls, emails, texts and surveys, uses

  • Cresta Conversation Intelligence

    By Cresta

    Save money, increase revenue, and build customer loyalty with the only unified platform for human and AI agents that transforms every customer experience. Cresta Conversation Intel

  • evaluagent AutoQM

    By evaluagent

    Call center QA software that allows you to Auto-QA every conversation across all channels to coach, train, and motivate your agents. evaluagent AutoQM is evaluagent's software prod

  • Genesys Cloud CX

    By Genesys

    Orchestrate experiences in real time with an AI-powered platform that makes it possible to foster customer loyalty and build efficient teams. Transform your CX today. Genesys Cloud

  • Level AI

    By Level AI

    Level AI markets an autonomous AI employee for work across finance, legal, sales and more, with pre-integrated software claims. Public marketing also emphasises autonomous AI emplo

  • MiaRec Platform

    By MiaRec

    MiaRec is a conversational intelligence and automated quality management solution designed to improve customer service. Optimize your contact center today. MiaRec Platform is MiaRe

  • Observe.AI Agentic CX Platform

    By Observe.AI

    Observe.AI brings AI agents for customer experience into one platform. Automate customer service with Voice AI, assist frontline teams in real time, analyze conversations, improve

  • Sanas Real-Time Speech AI Platform

    By Sanas

    Sanas is the Speech AI platform that removes communication barriers in real time, improving customer experience, performance, and global understanding. Sanas Real-Time Speech AI Pl

  • Scorebuddy

    By Scorebuddy

    Analyze 100% of contact center interactions with AI and surface CX intelligence for every team that needs it. Trusted by 300+ organisations worldwide. Scorebuddy is Scorebuddy's so

  • Uniphore Business AI Suite for Customer Service

    By Uniphore

    We enable businesses to rapidly adopt, significantly transform and immediately unlock value through our Business AI Cloud that is sovereign, composable and secure. Uniphore Busines

Products

Claimed products appear first. Ranking packs and payment do not change this list.

Also used in this category

These products have a different primary category so they do not compete for the same ranking queries. They are listed here because buyers still encounter them in this job.

Related categories

Relevant procurement and assurance guides

Frequently asked questions

What is Contact-centre AI?

CCaaS and contact-centre platforms that add AI across voice and digital as the suite. Jobs: omnichannel routing with ai; qa across the centre; wfm plus ai assist as a suite.

What should not be listed as Contact-centre AI?

Products whose buyer job is a standalone chatbot, a standalone voicebot, or agent-assist as a point tool. Those belong on their own category page so search queries are not split.

Has AI Trustmark independently assessed every Contact-centre AI supplier?

No. A category listing is descriptive. Independent assessment is shown only on company or product pages that carry Trustmark evidence.

What model or provider changes should a buyer insist on being told about?

Material change usually includes a new model family, new region, new subprocessor, new write-capable tool, or a change that affects logging, privacy or human oversight. Those changes should trigger evidence refresh rather than a silent release.

How should buyers verify where AI customer data is processed?

Ask for the named processing locations, cloud regions and any subprocessors that see prompts, files or outputs. A directory listing is not evidence of residency. Independent assessment records the locations that were in scope on the assessment date.

Does a TrustMark on one product cover the rest of the company?

No. Independent assessment is scoped to the named organisation and, where relevant, the named product. Category pages list suppliers as a topic label. They do not imply that every listed company has been assessed.

What incident-handling evidence is useful for AI suppliers?

Buyers should see how AI-specific failures are detected, contained and notified — including unsafe outputs, data leakage and unauthorised agent actions. An incident policy that never mentions models, prompts or tools is incomplete for this class of product.

What security testing evidence should buyers request for an AI product?

Ask what was tested, against which version, whether prompt-injection, data-exfiltration and tenant isolation were in scope, and where failed prompts were stored. A generic ISO certificate or a vendor scanner screenshot is not by itself an AI TrustMark assessment.