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

Companies and providers

Claimed suppliers appear first so buyers can start with listings the company has taken ownership of. Payment does not buy this order.

  • AmplifAI

    AmplifAI enables 10,000+ CX teams to unify contact center data, drive agent performance, improve leader efficiency and business outcomes - all in one place. AmplifAI is used for Co

  • CallMiner

    Enhance CX and reduce costs with conversation intelligence and automation for the enterprise. Explore how CallMiner drives smarter customer interactions. CallMiner publishes CallMi

  • 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 publishes Cresta C

  • evaluagent

    Call center QA software that allows you to Auto-QA every conversation across all channels to coach, train, and motivate your agents. evaluagent publishes evaluagent AutoQM as named

  • 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

    Level AI markets an autonomous AI employee for work across finance, legal, sales and more, with pre-integrated software claims. Level AI is used for Contact-centre AI work. Level A

  • MiaRec

    MiaRec is a conversational intelligence and automated quality management solution designed to improve customer service. MiaRec publishes MiaRec Platform as named AI products. MiaRe

  • Observe.AI

    Observe.AI publishes Observe.AI Agentic CX Platform as named AI products. Observe.AI is used for Contact-centre AI work. Observe.AI is recorded in Redwood City, United States. Obse

  • Sanas

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

  • Scorebuddy

    Analyze 100% of contact center interactions with AI and surface CX intelligence for every team that needs it. Scorebuddy is used for Contact-centre AI work. Scorebuddy is recorded

  • 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 Technol

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.