# Best Contact Center AI Observability Software ## How Many Contact Center AI Observability Software Products Does G2 Track? **Total Products under this Category:** 11 ### Category Stats (Sep 2026) - **Average Rating:** 4.65/5 (↓0.01 vs Aug 2026) The average rating of products in this category, based on all submitted ratings _Last updated: September 02, 2026_ ## How Does G2 Rank Contact Center AI Observability Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 300+ Authentic Reviews - 11+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. **Sponsored** ### Procedureflow Procedureflow transforms complex operating procedures into structured visual workflows that people and AI agents can follow in real time. Teams receive step-by-step guidance in the flow of work, while AI agents access governed, structured knowledge through APIs. Procedureflow integrates with enterprise systems to deliver guidance directly where work happens and provide insights into process adoption, execution, and operational performance. Procedureflow is the AI knowledge infrastructure for guided execution: visual by design, governed by default, and machine-readable from day one. Built for regulated, high-stakes operations across financial services, insurance, utilities, healthcare, government, and retail, Procedureflow helps organizations standardize execution at scale. The result is faster onboarding, audit-ready operations, reduced operational risk, and one governed source of truth for both humans and AI. No more static PDFs, outdated wikis, or hallucinated answers for the work that matters most. Proven results across 120+ organizations. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=1011578&secure%5Bchosen_at%5D=2026-09-03T10%3A41%3A16Z&secure%5Bdisplayable_resource_id%5D=1011578&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=1011578&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=20875&secure%5Bresource_id%5D=1011578&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fcontact-center-ai-observability&secure%5Btoken%5D=fa5781104e2541404547ec58cd9fab2ad3089586341595b609edff46f0eaeafe&secure%5Burl%5D=https%3A%2F%2Fprocedureflow.com%2Fg2-reviews%3Futm_source%3Dg2%26utm_medium%3Dpaid_social%26utm_campaign%3Dg2_2026&secure%5Burl_type%5D=custom_url) ### [Observe.AI](https://www.g2.com/products/observe-ai/reviews) Observe.AI is an advanced AI Agents platform specifically designed to enhance customer experience (CX) by enabling organizations to provide faster, smarter, and more efficient customer service at scale. This innovative solution allows businesses to deploy specialized AI agents that autonomously manage tasks throughout the entire customer experience lifecycle. From engaging in customer conversations to supporting frontline teams and optimizing operational workflows, Observe.AI streamlines processes to meet the demands of modern customer service. Targeted at businesses seeking to improve their customer interactions, Observe.AI is particularly beneficial for organizations that handle high volumes of customer inquiries and require consistent, high-quality service. The platform is suitable for various industries, including e-commerce, healthcare, and technology, where customer satisfaction is paramount. By leveraging AI agents, companies can ensure that their customer service operations are not only efficient but also capable of adapting to the dynamic needs of their clientele. Each AI agent within the Observe.AI platform is purpose-built for specific roles, equipped with the ability to understand context, make informed decisions, and take appropriate actions. This functionality allows organizations to enhance resolution speeds and elevate service quality while simultaneously reducing operational costs. By automating routine tasks, Observe.AI empowers frontline teams to concentrate on higher-value work, fostering a more productive and engaged workforce. The platform's CX-native foundation ensures seamless integration with existing systems and processes, making it easier for businesses to implement and scale their customer service operations. Observe.AI has successfully collaborated with global brands such as DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, demonstrating its capability to improve customer satisfaction and boost productivity across diverse sectors. By delivering consistent and scalable performance in every customer interaction, Observe.AI stands out as a comprehensive solution for organizations looking to elevate their customer experience strategy. In summary, Observe.AI offers a robust framework for organizations aiming to enhance their customer service capabilities through the deployment of intelligent AI agents. By focusing on specialized roles and continuous improvement, the platform not only optimizes operational efficiency but also drives better outcomes for both customers and businesses alike. **Average Rating:** 4.6/5.0 **Total Reviews:** 253 #### Who Is the Company Behind Observe.AI? - **Seller:** [Observe.AI](https://www.g2.com/sellers/observe-ai) - **Company Website:** observe.ai - **Year Founded:** 2017 - **HQ Location:** San Francisco, California - **Twitter:** @observeAI 1,521 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8c6de9ed470e650a35f57d0c28a2970bd661a8012aef0bc5773ea32f66267a55&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18090845%2F&secure%5Burl_type%5D=linkedin_company_website) 342 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Assistant Quality Assurance, Quality Analyst - **Top Industries:** Consumer Services, Outsourcing/Offshoring - **Company Size:** 63% Medium, 25% Small #### What Do G2 Reviewers Say About Observe.AI? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Observe.AI, making their jobs smoother and more effective in reporting. - Users value the **efficiency** of Observe.AI, enhancing agent performance through actionable insights and consistent evaluations. - Users find Observe.AI **extremely helpful** for call analysis, coaching, and efficient team collaboration and support. - Users love the **advanced AI intelligence** of Observe.AI, enhancing coaching, analytics, and overall agent performance effortlessly. - Users find the **coaching feature** of Observe.AI invaluable for enhancing agent performance and streamlining feedback sessions. ##### Cons - Users face significant **accuracy issues** with Observe.AI, including unreliable detection and missed moments during interactions. - Users highlight the **inaccuracy** of Observe.AI, citing issues with detection, implementation, and overall product reliability. - Users report **inaccurate data analysis** that leads to false positives and dissatisfaction with customer interaction handling. - Users experience frequent **call issues** with Observe.AI, leading to frustration and a lack of trust in the service. - Users express frustration over **missing features** in Observe.AI, noting limitations in language support and reporting capabilities. #### What Are Recent G2 Reviews of Observe.AI? **["Powerful AI That Understands Every Conversation"](https://www.g2.com/survey_responses/observe-ai-review-13145617)** **Rating:** 4.5/5.0 stars _— Jeni J._ [Read full review](https://www.g2.com/survey_responses/observe-ai-review-13145617) **["Effortless Monitoring with Accurate Insights"](https://www.g2.com/survey_responses/observe-ai-review-13376476)** **Rating:** 5.0/5.0 stars _— Abhishek Ranjan S._ [Read full review](https://www.g2.com/survey_responses/observe-ai-review-13376476) #### What Are G2 Users Discussing About Observe.AI? - [What is Observe.AI used for?](https://www.g2.com/discussions/what-is-observe-ai-used-for) - 2 comments, 2 upvotes ### [Cyara Platform](https://www.g2.com/products/cyara-platform/reviews) Cyara is the AI trust company for customer experience. AI agents reason, decide, and act in your brand's name. They behave less like software you sign off once than like people you supervise. Cyara is how enterprises prove their agents are ready before customers meet them, and how they know what those agents are doing once they are live. The Cyara Agentic Platform proves agent behavior, end-to-end journeys, and performance at peak load before go-live. Cyara AI Trust Observability scores every live conversation for quality and compliance, catches drift and violations as they happen, and turns what production teaches into the next round of tests. Proof before launch. Vigilance in production. Cyara spans every channel, every major CCaaS provider, and 55+ AI agent vendors, across agentic and traditional paths alike. And because Cyara is independent, the layer that grades your agents is not owned by the vendors building them. More than 450 enterprises – including leaders in insurance, banking, healthcare, and technology – rely on Cyara to assure more than 350 million customer journeys a year. **Average Rating:** 4.7/5.0 **Total Reviews:** 47 #### Who Is the Company Behind Cyara Platform? - **Seller:** [Cyara](https://www.g2.com/sellers/cyara) - **Company Website:** cyara.com - **Year Founded:** 2006 - **HQ Location:** Redwood City, California - **Twitter:** @cyara 4 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ccef81983950aeb9da1e5da73e8a3e71db37d2674bb1257f8556d408cb756f86&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcyara%2F&secure%5Burl_type%5D=linkedin_company_website) 396 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 55% Large, 24% Small #### What Do G2 Reviewers Say About Cyara Platform? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **automation capabilities** of Cyara Platform, significantly enhancing testing efficiency for Omnichannel experiences. - Users praise the **exceptional customer support** of Cyara Platform, enhancing their Omnichannel experience and troubleshooting effectively. - Users value the **ease of use** of the Cyara Platform, enjoying its intuitive tools and user-friendly interface. - Users find Cyara Platform incredibly **helpful for testing NLP models** , benefiting from automated regression testing and insightful reports. - Users value the **time-saving automation** of Cyara, significantly reducing manual testing efforts and boosting release confidence. ##### Cons - Users note a **high learning curve** , making it challenging for new team members to efficiently use the platform. - Users face a **high learning curve** with Cyara Platform, making it challenging for newcomers to adapt effectively. - Users find the **poor UI** of the Cyara Platform frustrating, especially when uploading large datasets takes too long. - Users notice that the platform has a **slow loading** interface, especially when uploading large datasets, hindering efficiency. - Users report **slow performance** in the Cyara Platform, particularly when uploading large datasets for training. #### What Are Recent G2 Reviews of Cyara Platform? **["Cyara Streamlines IVR QA by Rerunning Critical Call Scenarios Fast"](https://www.g2.com/survey_responses/cyara-platform-review-13381001)** **Rating:** 4.5/5.0 stars _— Anvi M._ [Read full review](https://www.g2.com/survey_responses/cyara-platform-review-13381001) **["Comprehensive Omnichannel Testing That Handles Real-World Traffic"](https://www.g2.com/survey_responses/cyara-platform-review-13320813)** **Rating:** 5.0/5.0 stars _— Nirmal K._ [Read full review](https://www.g2.com/survey_responses/cyara-platform-review-13320813) #### What Are G2 Users Discussing About Cyara Platform? - [Is cyara open source?](https://www.g2.com/discussions/is-cyara-open-source) - [What is CX Assurance Platform?](https://www.g2.com/discussions/what-is-cx-assurance-platform) - [How does Cyara work?](https://www.g2.com/discussions/how-does-cyara-work) - [What is Cyara software?](https://www.g2.com/discussions/what-is-cyara-software) ### [Bespoken.ai](https://www.g2.com/products/bespoken-ai/reviews) Bespoken.ai offers a comprehensive Model Testing solution designed to validate and ensure the accuracy, functionality, and safety of Automatic Speech Recognition (ASR), Large Language Models (LLMs), and Natural Language Understanding (NLU) models. This service assists companies in integrating LLM-based chat and voice bots, providing confidence that their applications deliver correct information and protect users from misleading or harmful responses. Key Features and Functionality: - Automated Test Case Generation: Bespoken.ai automatically generates test cases to streamline the validation process. - Four-Stage Validation Pipeline: 1. Entity-Based Validation: Ensures the model accurately identifies and responds to entities like people, places, and objects. 2. Rules-Based Validation: Verifies the model adheres to predefined rules and guidelines. 3. LLM-Based Validation: Utilizes large language models to test and identify potential issues within the application. 4. Manual Validation: Involves human reviewers to confirm all tests are passed and to detect any additional problems. - Continuous Monitoring: Employs LLMs to repeatedly query and verify applications during development and post-deployment phases. - Detection of Hallucinations: Identifies and alerts users to incorrect or misleading responses generated by the model. Primary Value and Problem Solved: Bespoken.ai's Model Testing solution addresses the critical need for reliable and safe LLM implementations in chat and voice bots. By providing a thorough validation pipeline and continuous monitoring, it ensures that applications function correctly, deliver accurate information, and safeguard users from potential risks associated with incorrect or harmful responses. This comprehensive approach allows companies to confidently deploy LLM-based solutions, enhancing customer trust and satisfaction. #### Who Is the Company Behind Bespoken.ai? - **Seller:** [Bespoken](https://www.g2.com/sellers/bespoken) - **Year Founded:** 2016 - **HQ Location:** Orlando, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=420e0be81bcf14dacc9789e9d86e1d00e600ba5783a522208bc18e22b37e29e6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbespokenai%2F&secure%5Burl_type%5D=linkedin_company_website) 21 employees on LinkedIn® ### [Evalgent](https://www.g2.com/products/evalgent/reviews) Evalgent is an AI-powered voice agent evaluation platform designed to test, monitor, and improve conversational AI systems before and after deployment. Key features: - Scenario-based testing to validate end-to-end workflows - User behaviour-based stress testing (interruptions, accents, speech pace, etc.) - Evidence-based evaluations with actionable recommendations - Custom metrics to benchmark agent performance - Human-in-the-loop review for nuanced quality validation How it works? 1. Define: Create real-world scenarios and define clear success criteria 2. Run: Test them across diverse and unpredictable user behaviors 3. Measure: Understand successes, failures, and performance boundaries 4. Act: Identify what to fix, optimize, or scale with confidence Evalgent is for AI teams, product teams, and enterprises building voice agents for customer support, sales, and operations. Don’t ship agents that only work in demos. Test real-world reliability with Evalgent. #### Who Is the Company Behind Evalgent? - **Seller:** [Evalgent](https://www.g2.com/sellers/evalgent) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=51238e99f3ebec050e2d36aebd76437fc2b30facb2fdc4c04998d4d00a57bd2a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fevalgent%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ## FAQs About Contact Center AI Observability Software Generated using AI Last updated: June 3, 2026 ### Which Contact Center AI Observability solutions maintain audit trails and compliance documentation automatically According to verified users, recent reviews do not provide enough evidence to compare multiple solutions on automated audit trails or compliance documentation. The available feedback centers more on testing, monitoring, alerts, validation, and operational visibility across customer journeys. Reviewers describe benefits such as catching issues earlier, reducing manual testing, and improving confidence before releases. They also note that success depends on thoughtful setup, clear scenarios, and tuned alerts. For buyers evaluating compliance-oriented needs, the strongest review-backed approach is to verify how well a platform documents tests, validates journey changes, and supports cross-functional ownership for QA, operations, CX, and technology teams. ### Contact Center AI Observability platforms combining real-time alerts with historical trend analysis for model drift detection According to verified users, recent review evidence supports the need for real-time monitoring and actionable alerts, but it is limited on historical trend analysis specifically for model drift detection. Reviewers highlight value in automated testing, production monitoring, and alert tuning so teams get clear signals instead of noise. They also mention confusion matrix and intent accuracy reporting as useful for spotting where chatbot performance is breaking down before launch. Across the available feedback, the practical buyer takeaway is that observability platforms are most useful when they combine repeatable validation, monitoring across channels, and reporting that helps teams diagnose failing intents, routing logic, or chatbot behaviors over time. ### Which Contact Center AI Observability tools integrate with Genesys or Five9 for unified visibility According to verified users, the recent review set does not mention Genesys or Five9 directly, so there is not enough grounded evidence to compare tools on those integrations. What reviewers do emphasize is unified visibility across voice, digital, messaging, chatbots, IVR flows, routing logic, and conversational AI journeys. They describe value in monitoring customer paths end to end and validating system changes before they affect real customers. For buyers prioritizing contact center integrations, the strongest review-backed evaluation criteria are whether the platform supports cross-channel testing, production monitoring, actionable alerting, and coverage of the business-critical journeys that connect agent, bot, and digital experiences. ### What is the best contact center ai observability software Based on G2 reviews, Cyara Platform appears most aligned with current buyer needs in this category. ### What features define modern Contact Center AI Observability Modern Contact Center AI Observability is defined by visibility into customer journeys, testing coverage, and monitoring that helps teams catch issues before customers do. G2 reviewers point to automated validation of IVR flows, routing logic, chatbot behavior, voice quality, and digital interactions as especially important. They also highlight real-time alerts, end-to-end monitoring across channels, regression testing, and reporting that surfaces failing intents or weak model behavior. Just as important, users mention that useful observability depends on configurable scenarios, success criteria, and ownership across QA, operations, CX, and technology teams. In practice, the most valuable platforms help teams reduce manual testing while improving release confidence and ongoing production assurance. ### [Gridspace Contact Center AI](https://www.g2.com/products/gridspace-contact-center-ai/reviews) Gridspace makes conversational care readily available by providing superior machine talent to patients, customers, and businesses. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Gridspace Contact Center AI? - **Seller:** [Gridspace](https://www.g2.com/sellers/gridspace) - **Year Founded:** 2012 - **HQ Location:** Los Angeles, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f0fdd7f529eb437ff85c5464cedcd9fd27b08f607bb805a90d9ff131d4300679&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgridspace-inc&secure%5Burl_type%5D=linkedin_company_website) 49 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small, 100% Large #### What Are Recent G2 Reviews of Gridspace Contact Center AI? **["Innovative solutions and great partner to work with. Need to scale certain areas."](https://www.g2.com/survey_responses/gridspace-contact-center-ai-review-7811616)** **Rating:** 5.0/5.0 stars _— Lisa M._ [Read full review](https://www.g2.com/survey_responses/gridspace-contact-center-ai-review-7811616) ### [Inquio](https://www.g2.com/products/inquio/reviews) Chatbot dashboards tell you how much your bot did, not how well it did. Containment, CSAT and response time can look healthy while the bot gives wrong answers or frustrates customers who never fill out a survey. Inquio reads your real transcripts and returns a Bot Report Card: a prioritized list of what went wrong, how often, and what to fix first. Upload by CSV or connect via API. Analysis runs in minutes. What Inquio finds: • Incorrect and outdated answers, delivered confidently • Missed and misrouted intents that never triggered a fallback • Customer frustration and silent abandonment no survey captures • Safety incidents and policy violations (Defender) • Buying signals and churn risk buried in support chats (Sales Radar) The Inquio Score tracks quality over time and benchmarks against industry norms. Issues are ranked by severity, so teams fix the expensive problems first. For CX teams, conversation designers, and anyone running a live bot. #### Who Is the Company Behind Inquio? - **Seller:** [Inquio](https://www.g2.com/sellers/inquio) - **Year Founded:** 2025 - **HQ Location:** Dover, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8d2127e8cb7228a97ff6157371806a0dfbdf9f870ae1ff71bc7dc5749d4ff7cb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finquio&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Isara](https://www.g2.com/products/isara/reviews) Isara is an independent monitoring and QA layer for AI agents. As companies hand customer support, customer success, and financial interactions over to AI, the only record of what those agents actually said and did usually lives inside the platform that sold you the AI — the same platform that grades its own performance. Isara gives you an independent view. Isara connects in minutes (no code changes) and analyzes every interaction across major customer service platforms — not a sample. It surfaces the things vendor dashboards structurally can't show you: hallucinations, wrong answers, unauthorized actions, policy and compliance risks, and the "resolved" conversations that quietly left customers frustrated enough to churn. Each finding links back to the exact conversation and gives your team the precise fix, building an independent audit trail as you go. You refine your agents, Isara remeasures the impact, and improvement becomes systematic rather than guesswork. Built for Support, Customer Success, and Compliance teams who need to verify AI quality, protect revenue, and catch retention risk before it shows up in renewals. Integrates with Intercom, Zendesk, Salesforce, HubSpot, Slack, Gainsight, and more. Scales from hundreds to millions of interactions with real-time monitoring. #### Who Is the Company Behind Isara? - **Seller:** [Isara](https://www.g2.com/sellers/isara-2026-06-17) - **Year Founded:** 2024 - **HQ Location:** London, GB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=63ff0985ab8a9764301e55e7b26d577054a7ae59abb2155b607e45d69f67d050&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fisara-ai%2F&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® ### [PumpCX](https://www.g2.com/products/pumpcx/reviews) PumpCX was founded in 2013 to help organisations with automated, continuous testing and quality assurance systems for contact centres. Our origin moment was triggered watching a valuable customer struggle to execute their transformation project. They needed to perform regression testing, load testing, and operate a large dynamic platform that is in a state of agile flux in a safe and secure way, their existing toolset did not enable this. #### Who Is the Company Behind PumpCX? - **Seller:** [PumpCX](https://www.g2.com/sellers/pumpcx) - **Year Founded:** 2013 - **HQ Location:** Stanmore, AU - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d004b45fa3d811e2854a319eef893d97a7036060f54fb3e3cbbc41013367c3dd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpump-cx&secure%5Burl_type%5D=linkedin_company_website) 6 employees on LinkedIn® ### [Sherlock Calls](https://www.g2.com/products/sherlock-calls/reviews) Sherlock Calls is a voice AI observability platform that helps engineering and operations teams diagnose call failures, correlate incidents across multiple telephony and AI speech providers, and conduct root-cause investigations directly from Slack. In production voice AI systems, the evidence behind a failed call is often distributed across multiple independent vendors. Telephony logs may exist in platforms such as Twilio or Genesys, speech synthesis records may reside in tools like ElevenLabs or Vapi, and additional information may appear in webhook payloads or CRM interaction histories. Each provider uses different identifiers, timestamps, and definitions of completion. A call that one provider records as successfully completed may have delivered silence to the caller because upstream latency prevented audio from being transmitted in time. In many cases, no single system records this as a failure. As a result, diagnosing incidents requires engineers to manually correlate logs across several dashboards, a process that can take hours per incident. Sherlock Calls addresses this problem by connecting to a team’s existing voice and communication infrastructure using OAuth authentication. The platform aggregates and correlates call-level data from multiple providers without requiring SDK installation, code changes, or additional agents. When a failure pattern is detected, or when a team member submits a natural-language query in Slack, the system generates a structured case file containing a unified cross-provider timeline, a root-cause hypothesis supported by layered evidence, and prioritized triage steps. The resulting report is delivered directly to the Slack thread associated with the alert or investigation. Key capabilities include: \* Cross-provider correlation across telephony and voice AI systems including Twilio, ElevenLabs, Vapi, Retell AI, Genesys, Amazon Connect, Aircall, and HubSpot, with additional CRM integrations such as Salesforce and Dynamics 365 under development \* Natural-language investigation queries in Slack that allow engineers to request incident analysis and receive structured case files within seconds \* Automated anomaly detection that alerts teams to spikes in call failures or degradations in speech synthesis latency \* Scheduled operational digests that summarize call volumes, failure rates, and usage trends on a daily or weekly basis \* Per-call cost attribution across providers, breaking down expenses by telephony usage, speech synthesis, and large language model inference Sherlock Calls is designed for voice AI engineering teams, customer experience operations groups, and product teams responsible for AI-powered phone agents, IVR systems, and outbound voice campaigns. It is particularly relevant for organizations that operate multiple voice AI providers simultaneously and require a single investigation surface instead of navigating several independent dashboards. A free tier provides 100 investigation credits per Slack workspace. Paid plans start at $50 per month. #### Who Is the Company Behind Sherlock Calls? - **Seller:** [UseSherlock.ai](https://www.g2.com/sellers/usesherlock-ai) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ab33afb5e306410f1cbee9e4bfde6de14257895c97e0df7cfb6912ab798515b5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsherlock-calls%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [TekVision](https://www.g2.com/products/tekvision-tekvision/reviews) TekVision's Automated Web Chat Testing solution is designed to optimize automated chat systems, ensuring seamless digital customer interactions without the need for live agent support. By thoroughly emulating live customer interactions, this solution identifies and addresses shortcomings in chatbot programming, enhancing both customer satisfaction and organizational efficiency. Key Features and Functionality: - Comprehensive Testing: Accurately emulates live customer interactions to identify issues such as invalid prompts, inaccurate data returns, poor intent prediction, and incorrect agent routing. - Intuitive User Interface (UI): Facilitates easy creation of test cases, reducing the time and guesswork associated with manual testing methods. - Pinpoint Accuracy: Determines the exact location, timing, and nature of issues within the conversation flows of NLU-based web chat systems. - Limitless Scalability: Allows testing and verification of every possible interaction scenario, regardless of the size of the knowledge base. - Actionable Insights: Captures precise data to correct issues or adjust training promptly, fostering continuous customer experience improvement. Primary Value and Problem Solved: The Automated Web Chat Testing solution empowers organizations to deliver flawless, 24/7 customer support through automated website chatbot services. By proactively identifying and rectifying issues, it ensures that customers receive accurate and timely responses, reducing frustration and enhancing trust in the brand. This leads to faster service for customers, reduced workloads for live agents, and improved operating costs, ultimately resulting in increased positive self-service outcomes and a superior overall customer experience. #### Who Is the Company Behind TekVision? - **Seller:** [Tekvision](https://www.g2.com/sellers/tekvision) - **Year Founded:** 1995 - **HQ Location:** Markham, CA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f5f4acc440cd01c63faa135f5ccd08721a80512980acf328a7bf5b7b456e12e8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftekvision&secure%5Burl_type%5D=linkedin_company_website) 12 employees on LinkedIn® ### [Wayfound](https://www.g2.com/products/wayfound/reviews) Wayfound is the Agentic Success Platform. We go beyond basic dashboards, offering comprehensive AI agent supervision and intuitive supervision tools, covering any and all AI agents in your organization. Gain immediate access to agent behavior scorecards, detailed transcripts, and real-time insights into what your agents are doing — and why — so you can optimize their performance to meet your goals. #### Who Is the Company Behind Wayfound? - **Seller:** [Wayfound](https://www.g2.com/sellers/wayfound) - **Year Founded:** 2023 - **HQ Location:** SAN FRANCISCO, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=515b2b3012144f7a02c06ebea5e14f96fe79642de52a675a6977e50e0a354ccf&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fwayfound-ai%2F&secure%5Burl_type%5D=linkedin_company_website) 9 employees on LinkedIn® Spotlight Categories [Enterprise Risk Management (ERM) Software](https://www.g2.com/categories/enterprise-risk-management-erm) [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) [Accounting Software](https://www.g2.com/categories/accounting) [A/B Testing Tools](https://www.g2.com/categories/a-b-testing-tools) [Threat Intelligence Software](https://www.g2.com/categories/threat-intelligence) Similar Categories - [Call Center Infrastructure (CCI)](/categories/call-center-infrastructure-cci) - [Contact Center](/categories/contact-center) - [Contact Center Knowledge Base](/categories/contact-center-knowledge-base) - [Contact Center Quality Assurance](/categories/contact-center-quality-assurance) - [Contact Center Workforce](/categories/contact-center-workforce) - [Speech Analytics](/categories/speech-analytics) [Browse Contact Center AI Observability Themes](/categories/contact-center-ai-observability/themes) ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath") ID Researched and written by [Inia Debnath](https://research.g2.com/insights/author/inia-debnath) Updated August 29, 2025 Contact center AI observability software provides purpose-built tools to monitor, analyze, and assure the performance of AI agents, such as voicebots and chatbots, in customer service operations. These platforms give AI operations and customer experience (CX) leaders the visibility to manage the "black box" of conversational and generative AI, enabling them to proactively test AI behavior, diagnose failures, and validate that every automated interaction is accurate and safe. Organizations leverage this software to de-risk AI deployments, improve self-service containment rates, reduce AI-driven errors, and build essential trust in their customer service automation. This category is essential for managing modern contact centers powered by [customer service automation software](https://www.g2.com/categories/customer-service-automation) or [AI customer support agents](https://www.g2.com/categories/ai-customer-support-agents), where traditional monitoring falls short. Contact center AI observability is distinct from [contact center quality assurance software](https://www.g2.com/categories/contact-center-quality-assurance), which focuses on human agents, not AI behavior. It also differs from [application performance monitoring software](https://www.g2.com/categories/application-performance-monitoring-apm) and [observability software](https://www.g2.com/categories/observability-software) platforms that monitor infrastructure health rather than conversational AI quality. Finally, while [bot platforms](https://www.g2.com/categories/ai-agent-builders) are used to build AI agents, AI observability is used to assure their performance and safety once they are live and interacting with customers. To qualify for inclusion in the Contact Center AI Observability category, a product must: - Enable automated, at-scale testing of customer-facing large language models (LLM) by simulating realistic user interactions, including edge cases and stressful conditions - Capture and provide turn-by-turn diagnostics for all live conversations between the AI and customers - Automate scoring or flagging of AI performance based on specific metrics like intent accuracy, factual hallucinations, and adherence to compliance or safety protocols - Diagnose the source of an interaction failure, distinguishing between a model error, a data integration issue, or a technical problem - Report on key performance indicators (KPI) specific to automation, such as containment rates, task completion success, and escalation trends, not just general call metrics - Have the capability to assess the quality and performance of the communication infrastructure (e.g., telephony, network carriers) that supports the contact center AI Show More