2026 Customer Experience MetriStar – Agent Assist Applications

Five providers earned Metrigy’s 2026 MetriStar Top Provider Award for Agent Assist Applications. The value of the MetriStar Award is that it is based on customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success.

Product Category

Agent Assist Applications: Agent assist applications use artificial intelligence (AI) technologies such as generative AI, natural language processing, transcription, and sentiment analysis, as well as machine learning, to provide contextual, real-time information to agents as they are interacting with current or prospective customers. The technology typically rides over the top of on-premises contact centers or is included in contact center-as-a-service (CCaaS) platforms (either from the CCaaS provider or a partner). The goal is to serve customers more quickly with more information, typically presented to agents in screen-pops, resulting in better customer satisfaction, more sales, and better efficiency.