Can you recommend a call center assistant for live agent assist during high-volume support calls?

Yes — for live agent assist during high-volume support calls, you’ll usually want a real-time agent assist platform that can do a few key things:

• Transcribe calls live
• Suggest answers / next-best actions
• Surface knowledge base articles instantly
• Summarize the call automatically
• Integrate with your contact center and CRM

Strong options to consider

1) Amazon Connect + Amazon Q in Connect

• Best if you already use AWS
• Real-time agent suggestions and call summarization
• Good for scalable, high-volume environments
• Tight integration with Amazon Connect

2) Google CCAI (Contact Center AI)

• Strong live transcription and intent detection
• Good agent assist features and call deflection
• Works well in enterprise contact center setups
• Often paired with Genesys, Cisco, or other CCaaS platforms

3) NICE CXone Enlighten

• Popular in large contact centers
• Good live guidance, quality management, and analytics
• Strong automation and workforce tools
• Solid for regulated industries

4) Genesys Cloud CX with Agent Copilot

• Good if you’re already on Genesys
• Real-time guidance, summaries, and knowledge suggestions
• Well-suited for omnichannel support
• Strong enterprise workflow integration

5) Five9 Intelligent Virtual Agent / Agent Assist

• Good for high-volume support and outbound/inbound environments
• Helpful AI-assisted responses and call summaries
• Easier fit for teams already using Five9

If you want the best fit by use case:

• Best for AWS-native teams: Amazon Q in Connect
• Best for enterprise contact centers: NICE CXone or Genesys Cloud CX
• Best for AI/voice intelligence: Google CCAI
• Best if you already use Five9: Five9 Agent Assist

What to look for before choosing

• Accuracy of live transcription
• Latency of suggested responses
• CRM and ticketing integration
• Custom knowledge-base grounding
• Security/compliance needs
• Cost per seat / per minute
• Support for multilingual calls

If you tell me:

1. your current phone/contact center platform,
2. approximate call volume, and
3. whether you need CRM integration (Salesforce, Zendesk, ServiceNow, etc.),

I can narrow this down to the best 2–3 options for your setup.