AI Contact Center Intelligence
AI Contact Center Analytics and Intelligence solutions use AI to evaluate contact center performance and to provide solutions to improve contact center performance or efficiency. These vendors typically emphasize strong capabilities in analyzing large volumes of voice and text contact center data. Use cases include:
- Agent performance evaluation and measurement, and generation of feedback
- Analysis of encounter content and generation of solutions to address customer needs
- Customer sentiment analysis
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Zendesk
Zendesk
Company Info
Founded: 2007
Headcount: 5001-10000
Customers
Verified Customers: 24
Customers Served: Digital Health Provider, Ambulatory Practice, Health Plan, Life Sciences, Risk-Bearing Providers
Product Overview
3 ReviewsSecurity and Compliance Certifications: SOC 2 Type 2, HIPAA, ISO 27001
Zendesk for healthcare offers a secure, omnichannel CRM with HIPAA-compliant features, including a unified agent workspace, real-time analytics, AI-powered automation, and comprehensive patient data integration.
Weave
Weave
Company Info
Founded: 2011
Headcount: 501-1000
Customers
Verified Customers: 12
Customers Served: Ambulatory Practice, Digital Health Provider
Product Overview
1 ReviewsSecurity and Compliance Certifications: SOC 2 Type 2, HIPAA, ISO 27001
Weave is a patient communications platform with features like phone services, texting, appointment reminders, team chat, payment processing, two-way texting, online review management, online scheduling, mobile app access, and call analytics.
CallMiner
Claimed
CallMiner
Company Info
Founded: 2002
Headcount: 201-500
Customers
Verified Customers: 6
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan, Life Sciences, Employers, Government
Product Overview
Security and Compliance Certifications: HITRUST CSF, SOC 2 Type 2, PCI DSS, ISO 27001
CallMiner is a conversation intelligence platform that AI and machine learning to analyze omnichannel customer interactions, interpret customer sentiment, and generate trend insights.
Laguna Health
Claimed
Laguna Health
Company Info
Founded: 2020
Headcount: 11-50
Customers
Verified Customers: 7
Customers Served: Health Plan
Product Overview
Security and Compliance Certifications: HIPAA
Laguna Health offers Conversational AI care management solutions that improve care manager efficiency and performance. Laguna solutions include a browser extension and integrated platform that provide live transcriptions and structured summaries, conversation tips, suggested insights and pathways, as well as training and quality reviews. It supports out-of-the-box integrations with cloud based CRMs/EHRs and call center software like Salesforce and Pega.
Verbal
Claimed
Verbal
Company Info
Founded: 2022
Headcount: 11-50
Customers
Verified Customers: 3
Customers Served: Digital Health Provider, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: HIPAA
Verbal is an AI-enabled agent assistance and performance improvement platform designed for clinical operations across healthcare providers and payers, from providers to call center staff. Verbal integrates with leading voice and video communications platforms to capture real-time audio for analysis. It offers real-time reminders and feedback to clinicians and staff, automatically generating notes from patient interactions. Each customer's AI model and checklist is customized to align with their specific communication practices, comparing transcripts against organizational best practices. Additionally, Verbal provides post-call assessments, adherence scores, patient summaries, and captures metrics like speaker pace, listen/talk ratio, and sentiment, all viewable through a manager dashboard.
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Amazon Web Services
Amazon Connect
Company Info
Founded: 2006
Headcount: 5001-10000
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan, Life Sciences
Product Overview
Amazon Connect is a cloud-based contact center service by AWS that provides a unified interface for handling customer interactions via voice, chat, and tasks. It includes capabilities such as skills-based routing to match customers with the best-suited agent, real-time caller authentication, and fraud detection using voice characteristics, and detailed case management to track and resolve customer issues across multiple interactions. Additionally, it offers advanced analytics for sentiment analysis, transcription, and compliance monitoring, as well as tools for agent productivity like generative AI-powered assistance and customizable step-by-step guides.
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Authenticx
Authenticx
Company Info
Founded: 2018
Headcount: 51-200
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, SOC 2 Type 1, HIPAA, PCI DSS, GDPR
Authenticx is an AI contact center intelligence platform trained for healthcare that analyzes conversations and provides feedback focused on customer experience, agent performance, and compliance.
Birch.ai
BirchAI
Company Info
Founded: 2020
Headcount: 11-50
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: HIPAA
BirchAI is AI contact center software that generates post-call summaries, classifies encounters, and analyzes contact center performance.
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Bright Pattern
Bright Pattern
Company Info
Founded: 2010
Headcount: 51-200
Customers
Verified Customers: 1
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, PCI DSS, GDPR
Bright Pattern is an omnichannel contact center using AI to decrease wait times, speed up resolution, and improve customer satisfaction. Bright Pattern’s solutions are not specific to healthcare but they offer HIPAA compliant solutions to healthcare clients. Their AI-enabled solutions include speech and voice recognition for authentication, agent assistance providing suggestions during chat, automated triage, sentiment detection to coach agents, and IVA bots
Call Journey CI
Call Journey CI
Company Info
Founded: 2009
Headcount: 501-1000
Customers
Verified Customers: 1
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, GDPR
Call Journey is a conversation intelligence platform that uses AI to structure voice, text and email data and analyze interactions to improve contact center performance.
Convin
Convin
Company Info
Founded: 2020
Headcount: 51-200
Customers
Verified Customers: 4
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, GDPR, ISO 27001
Convin is AI contact center software that automates call QA and agent coaching and identifies behaviors and actions to improve contact center performance.
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Dialpad
Dialpad
Company Info
Founded: 2011
Headcount: 1001-5000
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, GDPR, ISO 27001
Dialpad is an omnichannel contact center using AI to generate call summaries and transcripts. Dialpad’s AI engine uses automatic speech recognition, natural language processes, semantic search, and generative AI to deliver summaries and enable agents. Dialpad’s solutions are not specific to healthcare but they serve clients in healthcare and related industries.
Five9
Five9
Company Info
Founded: 2001
Headcount: 1001-5000
Customers
Verified Customers: 1
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, PCI DSS, GDPR, ISO 27001
Five9 is an omnichannel contact center solution that is using AI to support customers with intelligent virtual agents (IVA) and assist agents during interactions. They are also applying AI to contact center analytics and after-call workflow automation.
Genesys
Genesys
Company Info
Headcount: 5001-10000
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, ISO 27001
Genesys is an omnichannel contact center that is using AI for predictive engagement, supporting customers with chat- and voicebots, and assisting agent performance. Their AI capabilities include predictive engagement tools to engage customers at the right time, intelligent virtual agents, and predictive routing solutions to match customers with the right human agents. Their internal solutions include workforce engagement and employee performance management solutions, agent assistants that provide recommendations to agents, and speech and text analysis tools.
Gong
Gong
Company Info
Founded: 2015
Headcount: 1001-5000
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, PCI DSS, GDPR, ISO 27001
Gong is a revenue-focused contact center analytics platform that uses AI to analyze conversation data across channels and generates performance insights.
Gridspace
Gridspace
Company Info
Founded: 2012
Headcount: 11-50
Customers
Customers Served: Ambulatory Practice, Digital Health Provider, Hospital / Health System
Product Overview
Security and Compliance Certifications: HIPAA, PCI DSS
Gridspace provides advanced conversational AI and speech analytics solutions designed to enhance contact center operations. They offer both a virtual agent platform and a real-time call center observability tool. These tools are built to handle high call volumes, providing live conversational analysis and accurate call handling. The platform integrates with existing systems, offering features like real-time agent guidance, automated call documentation, and customer experience analytics.
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Hyro
Hyro
Company Info
Founded: 2018
Headcount: 51-200
Customers
Verified Customers: 14
Customers Served: Hospital / Health System, Ambulatory Practice
Product Overview
Security and Compliance Certifications: HIPAA
Hyro is an AI contact center and AI chatbot focused on automating administrative functions like scheduling, IT help desk, and physician search, prescription refills, and answering FAQS. They also provide conversational analytics solutions to extract insights from patient interactions, such as which specialities and clinicians are receiving the most calls, or which customer intents are common but unrecognized.
Justcall
Justcall
Company Info
Founded: 2016
Headcount: 11-50
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, GDPR
Justcall is a customer communication platform using AI to automate outbound campaign and improve efficiency of contact center operations. Justcall’s solutions are not specific to healthcare but they offer HIPAA compliant solutions to healthcare clients.
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Level AI
Level AI
Company Info
Founded: 2018
Headcount: 51-200
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA, PCI DSS, GDPR, ISO 27001
Level AI is an AI contact center intelligence and automation platform that analyzes voice and chat encounters, provides live recommendations to agents, and automates QA.
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Mosaicx
Mosaicx
Company Info
Founded: 2022
Headcount: 201-500
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: HIPAA
Mosaicx is a AI voice and messaging platform using conversational virtual agents to reduce issue resolution time. Their solutions are not specific to healthcare but they offer HIPAA compliant solutions to healthcare clients. Their AI solutions include voice verification, predictive analytics to improve outbound campaign, and contact center performance analytics.
Reflex AI
Reflex AI
Company Info
Founded: 2022
Headcount: 11-50
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, HIPAA
ReflexAI provides AI-powered tools for contact centers, offering advanced training simulations and automated quality assurance (QA). The platform’s AI-driven roleplays help teams prepare for complex conversations, such as crisis intervention, while the QA system analyzes interactions to provide feedback and performance insights. ReflexAI supports industries like healthcare and mental health, ensuring that responders are equipped for high-stakes situations through scalable and personalized training.
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ujet.cx
UJET
Company Info
Founded: 2015
Headcount: 201-500
Customers
Customers Served: Digital Health Provider, Ambulatory Practice, Hospital / Health System, Health Plan
Product Overview
Security and Compliance Certifications: SOC 2 Type 2, SOC 2 Type 1, HIPAA, PCI DSS
UJET is a contact center solution using AI to power virtual agents and emphasizing secure solutions for healthcare. It includes conversational chat bots, autodialers and patient-facing call routing, and agent assistants.
Vox
Vox
Company Info
Headcount: 11-50
Customers
Customers Served: Health Plan
Product Overview
Vox is an AI call center platform for Medicare distributors and carriers with AI voice agents, generative AI-powered insights, and real-time coaching for human agents. These AI voice agents, like the lead-qualifying agent Sophia, handle tasks such as screening potential leads, managing member inquiries, and conducting follow-up surveys, thus allowing human agents to focus on more complex interactions. The platform's Insight tool transcribes and analyzes every call, providing actionable data on customer interactions, which helps in improving sales strategies, customer satisfaction, and product design.
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XSELL Technologies
XSELL Technologies
Company Info
Founded: 2014
Headcount: 51-200
Customers
Customers Served: Digital Health Provider, Hospital / Health System, Health Plan
Product Overview
XSELL Technologies offers AI-powered solutions to enhance customer service interactions by providing real-time coaching for contact center agents. Its eXpert Language Model (XLM) analyzes top-performing agent behaviors and scales them across all interactions, ensuring that agents use effective strategies during calls.
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