9 best agent assist software in 2026

Agent assist software transforms contact center performance by providing AI-powered real-time guidance, automated knowledge surfacing, and intelligent coaching during customer interactions. This guide compares the top 9 agent assist platforms for 2026, covering key features, pricing models, and implementation considerations to help you select the right solution for your contact center's specific needs.

What is agent assist software?

Agent assist software uses AI to provide real-time guidance and automated support during customer interactions. These platforms combine speech-to-text technology with natural language understanding to analyze conversations as they happen.

Modern agent assist goes beyond simple screen pops or knowledge base searches. Today's solutions actively listen to conversations and provide contextual guidance based on what's being discussed.

Key components include:

• Real-time transcription: Converts speech to text with minimal delay, enabling immediate analysis of customer needs and agent responses
• Knowledge surfacing: Automatically displays relevant articles, procedures, and policies based on conversation context without manual searching
• Next best action: Suggests optimal responses, upsell opportunities, or escalation paths based on historical success patterns
• Post-call analytics: Generates automated summaries, identifies coaching opportunities, and tracks compliance violations for quality improvement

Benefits of agent assist software for contact centers

Agent assist software delivers measurable improvements across key contact center metrics while reducing operational costs. The impact shows up immediately in performance data.

Key benefits include:

• Reduced average handle time: Agents resolve issues faster when relevant information appears automatically without manual searching
• Improved first call resolution: Real-time guidance helps agents solve complex issues without escalation, increasing resolution rates
• Enhanced customer satisfaction: Faster resolutions and more accurate responses drive customer satisfaction scores higher
• Automated quality assurance: AI-powered scoring evaluates all interactions instead of the small percentage possible with manual sampling
• Faster agent onboarding: New agents reach proficiency quicker with real-time coaching and contextual guidance during calls

Key features to look for in agent assist software

Selecting the right agent assist platform requires evaluating core capabilities that directly impact performance and ROI. Focus on these critical features when comparing solutions.

Essential features include:

• Speech recognition accuracy: Look for low word error rates in real-world conditions. Poor transcription undermines every other feature
• Real-time processing: Latency must stay minimal for guidance to be useful during live conversations
• Security and compliance: Ensure automatic PII redaction, security certifications, and industry-specific compliance features for your vertical
• Integration capabilities: Native connectors for your contact center platform and APIs for custom integrations reduce implementation complexity
• Multilingual support: Verify accuracy levels for languages your customers speak. Not all solutions perform equally across languages

Best agent assist software comparison at a glance

Agent assist software uses AI to help contact center agents during customer calls by providing real-time guidance, suggesting responses, and surfacing relevant information. These platforms analyze conversations as they happen and automatically display helpful resources to improve call outcomes.

The best solutions combine accurate speech-to-text with intelligent recommendations to reduce call handling time and improve customer satisfaction. Here's how the top platforms compare:

9 best agent assist software solutions for 2025

1. Calabrio

Calabrio provides enterprise-grade agent assistance through its workforce optimization platform. The software combines real-time guidance with comprehensive analytics to help large contact centers manage complex compliance requirements.

The platform excels at handling multi-channel interactions while maintaining context across voice, chat, and email conversations. Calabrio's sentiment analysis helps supervisors identify at-risk customers before issues escalate.

Pricing:

• Custom enterprise quotes starting around $75 per agent monthly
• Volume discounts available for larger deployments
• Professional services required for implementation

2. Sedric.ai

Sedric.ai specializes in compliance-focused agent assistance for financial services and healthcare organizations. Their AI models come pre-trained on industry-specific regulations to catch potential violations that generic solutions might miss.

The platform monitors all interactions for compliance risks and regulatory breaches. Sedric's real-time alerts help agents avoid costly mistakes while automated audits reduce compliance review time.

Pricing:

• Custom pricing
• Includes quarterly model updates for new regulations

3. VoiceOps

VoiceOps transforms sales conversations through real-time coaching that reinforces proven sales methodologies. The platform tracks talk ratios, question frequency, and objection handling to provide immediate feedback during calls.

Their coaching insights help sales teams improve conversion rates by providing guidance based on successful conversation patterns. VoiceOps integrates directly with popular dialers and CRMs for easy deployment.

Pricing:

• Custom pricing

• Annual contracts include onboarding support

4. Glyphic

Glyphic focuses on conversation intelligence for B2B sales teams by automatically capturing and analyzing customer interactions across calls and meetings. Their AI extracts action items, competitive mentions, and buying signals without manual note-taking.

The platform's strength lies in its CRM integration: automatically updating opportunity stages and surfacing relevant information based on conversation context. Glyphic processes calls with high transcription accuracy.

Pricing:

• Custom pricing
• Usage-based pricing available for high-volume teams

5. Edgetier

Edgetier provides real-time agent prompts and knowledge surfacing for customer service teams handling complex technical issues. Their AI analyzes conversations to predict customer intent and automatically suggests relevant knowledge articles.

The platform learns from each interaction, continuously improving its suggestions based on what resolves customer issues. Edgetier's lightweight architecture deploys quickly without requiring extensive IT resources.

Pricing:

• Custom pricing
• Free trial includes sample interactions

6. Salesken.ai

Salesken.ai specializes in real-time sales enablement through AI-powered cue cards and objection handling guides. The platform listens to conversations and displays relevant talk tracks, competitive positioning, and pricing guidelines when agents need them.

Their real-time battle cards help teams reduce ramp time for new sales representatives. Salesken's AI also provides instant feedback on pitch delivery to help agents improve between calls.

Pricing:

• Custom pricing
• Custom enterprise pricing available

7. MyQM

MyQM automates quality management through AI-powered call scoring and agent evaluation. The platform analyzes interactions against customizable scorecards, replacing manual sampling that typically covers only a small percentage of calls.

Their automated scoring achieves high agreement with human evaluators while reducing QA time significantly. MyQM identifies coaching opportunities across entire teams to help supervisors focus on high-impact improvements.

Pricing:

• Custom pricing
• One-time setup fee for scorecard configuration

8. Nooks

Nooks combines an AI-powered dialer with real-time coaching for outbound sales teams. Their parallel dialing technology increases connect rates while built-in coaching helps representatives navigate objections and improve pitch delivery.

The platform's virtual salesfloor creates a collaborative environment where representatives learn from top performers in real-time. Nooks helps teams increase qualified meetings through better targeting and improved conversation quality.

Pricing:

• Custom pricing
• Annual contracts include dedicated success manager

9. Convin

Convin delivers automated coaching and conversation analytics for growing contact centers. Their platform identifies successful conversation patterns and automatically creates coaching programs based on top performer behaviors.

The system tracks improvement over time, showing clear ROI through reduced handle times and improved customer satisfaction scores. Convin's self-serve deployment model makes it accessible for teams without dedicated IT resources.

Pricing:

• Custom pricing
• Free trial includes sample analysis hours

How to choose the right agent assist software

Start your evaluation by documenting current performance baselines and defining success metrics. Measure existing handle times, resolution rates, and customer satisfaction scores to quantify improvement potential.

Then evaluate vendors against these criteria:

• Accuracy benchmarks: Require vendors to demonstrate speech recognition accuracy using your actual call recordings
• Performance requirements: Verify response times stay minimal during peak load conditions
• Compliance needs: Confirm security certifications and data handling requirements for your industry
• Integration requirements: Test compatibility with your contact center platform using sandbox environments
• Pricing transparency: Watch for hidden costs like setup fees, overage charges, and mandatory professional services

Build better voice experiences with AssemblyAI

AssemblyAI's Voice AI models provide the foundation for building custom agent assist solutions that match your exact requirements. Our speech-to-text APIs deliver industry-leading accuracy with the flexibility to integrate directly into your existing contact center infrastructure.

Unlike pre-packaged solutions, AssemblyAI's API-first approach lets you build exactly what your agents need. Whether that's real-time transcription for compliance monitoring, sentiment analysis for quality scoring, or custom entity detection for your specific use cases.

Our Universal model for pre-recorded audio achieves high accuracy across diverse audio conditions, while our Universal-Streaming model maintains minimal latency for real-time applications. This enables developers to create agent assist features that respond instantly to conversation context.