Consumer & Retail / Customer Service

Agent Support Tools

EXECUTION STRENGTHMARKET STRENGTHLEADERHIGHFLIEROUTPERFORMERCHALLENGER

What is Agent Support Tools?

Platforms in this market support customer service agents with conversation review tools, smart suggestions, live translation, quality assurance, and online session replays, among other agent-centric solutions.

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Leaders

Leaders are the most established service providers in the market and possess the breadth to address various customer needs.

See why these companies made it as leaders for Agent Support Tools. These companies include ASAPP and Cyara.

ASAPP logo
ASAPP

United States / Founded Year: 2014

ASAPP is an artificial intelligence software that aims to help call center agents work better and faster. ASAPP software says it does not replace human call center agents, but instead analyzes the calls of a center’s most efficient agent and then sends to all agents real-time suggestions of what to say in response to specific things said by customers. For web chats, it presents the agent with multiple potential responses that can be sent with a click.

Key People

Gustavo Sapoznik, Tim Stone, Priya Vijayarajendran, and 1 more

Cyara logo
Cyara

United States / Founded Year: 2006

Cyara helps customers accelerate the delivery of flawless customer experiences across voice and digital channels at scale. The Company's API enables enterprises to go AGILE and deliver innovative CX capabilities within hours instead of months or weeks. Cyra's platform can be used for performance testing, regression testing and ongoing monitoring to accelerate the customer experience innovation lifecycle (CXIL). Customers are empowered to use Cyra's online platform to easily build customer interaction scripts, generate customer interactions and gain true customer experience insight in a multi-vendor ecosystem to aid quick issue detection and resolution.

Known Customers

Twilio, Frost & Sullivan

Key People

Luan Tran, Alok Kulkarni, James Isaacs, and 2 more

Cogito logo
Cogito

United States / Founded Year: 2007

Cogito aims to enhance the emotional intelligence of phone workers through behavioral change software. By applying behavioral science through artificial intelligence and machine learning, Cogito's in-call guidance helps enterprises improve sales results, deliver better customer experiences and enhance quality of care.

Key People

Alex Pentland, Vikram Sheel Kumar, Joshua Feast, and 2 more

Unbabel logo
Unbabel

United States / Founded Year: 2013

Unbabel enables modern enterprises to serve customers in their native languages, with always-on, scalable translation across digital channels. Powered by AI and refined by a global community of translators, Unbabel combines the speed and scale of machine translation with the authenticity from a native speaker.

Known Partners

Microsoft, Google, Monese, and 2 more

Known Customers

Microsoft, MailChimp

Key People

Vasco Pedro, Hugo Silva, Sophie Vu, and 1 more

Observe.ai logo
Observe.ai

United States / Founded Year: 2017

Observe.ai is an enterprise AI company that leverages deep learning and NLP to automate support workflows. The company empowers call center agents to do their jobs better. Its voice AI platform provides the agent with real-time feedback on customer sentiment and guides them on next steps during the customer call.

Known Partners

Ujet, HCL Technologies, 3CLogic, and 1 more

Known Customers

HCL Technologies, Five9

Key People

Swapnil Jain, Akash Singh, Sharath Narayana

Calabrio logo
Calabrio

United States / Founded Year: 1995

Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE® software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.

Known Partners

PCI Pal, 2Ring, USAN, and 2 more

Known Customers

Spark New Zealand

Key People

Kris McKenzie

Highfliers

Highfliers are the most innovative service providers in the market and possess the resources to address evolving customer needs.

See why these companies made it as highfliers for Agent Support Tools. These companies include Cresta.

Cresta logo
Cresta

United States / Founded Year: 2017

Cresta uses AI to turn sales and service agents into experts on day one, elevating the customer experience and growing the business. The company codifies the psychology, behavior, and language that top contact center agents use to achieve successful outcomes. Once this expertise is learned, Cresta re-distributes it to every agent in real-time, effectively turning every agent into an immediate expert.

Key People

Sebastian Thrun, Tim Shi, Michael Parker

Outperformers

Outperformers are the most specialized service providers in the market and possess the expertise to address unique customer needs.

See why these companies made it as outperformers for Agent Support Tools. These companies include Playvox.

Playvox logo
Playvox

United States / Founded Year: 2012

PlayVox is a software as a service (SaaS)-based company that focuses on providing Gamified Workforce Engagement Software for Sales, Service and Support Contact Centers. PlayVox helps companies like maximize sales and service performance and reduce agent training costs and onboarding from weeks to hours.

Known Partners

SoFi, Ujet, Dialpad, and 1 more

Known Customers

SoFi, TravelPerk, Creditas, and 1 more

Key People

Oscar Giraldo, Carolina Andrea Arango Berrocal, Louis Bucciarelli, and 2 more

Challengers

Challengers are the most promising service providers in the market and possess the agility to address emerging customer needs.

See why these companies made it as challengers for Agent Support Tools. These companies include Pryon and Aquant.

Pryon logo
Pryon

United States / Founded Year: 2017

Pryon is an AI company that streamlines AI adoption for corporations and has developed an AI-based enterprise workflow automation platform designed to connect staff directly to the insights, workflows, and information required to gain optimized performance and knowledge and make better decisions. The platform allows companies to query their internal software platforms directly and get responses immediately with reduced complexity and time.

Known Customers

InfoSlips

Key People

Igor Jablokov, David Nahamoo, Chris Mahl

Aquant logo
Aquant

United States / Founded Year: 2016

Aquant develops AI and machine learning technology to address the problem of machinery downtime that troubles service companies. Aquant's technology is able to locate potential failures at levels that are difficult to predict.

Key People

Assaf Melochna, Shahar Chen

MaestroQA logo
MaestroQA

United States

MaestroQA, operated by Adtrib, helps customer care teams run their Quality Assurance programs to improve training and coach agents.

Known Partners

Lessonly

Key People

Vasu Prathipati, Harrison Hunter

Decibel logo
Decibel

United Kingdom / Founded Year: 2014

Decibel offers analytics software that can identify, score, and prioritize every online user experience impacting conversion, sales, and loyalty across a company's website and apps. Its forensic tools then get to the root cause so companies can troubleshoot, validate hypotheses, and find the fastest path to resolution.On March 4th, 2021, Decibel was acquired by Medallia at a valuation of $160M.

Key People

Ben Harris, Timothy de Paris, Felix von Kunhardt, and 1 more

Balto logo
Balto

United States / Founded Year: 2017

Balto provides AI-powered live call guidance for contact centers. In real-time, Balto delivers critical information on each call to help contact center agents overcome objections, answer questions, and reduce handle times.

Key People

Marc Bernstein, Anne Meisner, Chris Kontes, and 2 more

What is Agent Support Tools?

Platforms in this market support customer service agents with conversation review tools, smart suggestions, live translation, quality assurance, and online session replays, among other agent-centric solutions.

Selling a product or service?
Reach more buyers.

Your future customers are researching their next tech solution on CB Insights. Make sure they can find you.

Claim your CB Insights Profile