Market report · Aug 2026
Voice AI Agents
42 vendors tracked and 1,153 case studies read: what teams report, who signs off, who is winning switches, and where vendors fall short.
For buyers
Buying an enterprise voice AI agent platform?
What teams report
- 59% automated resolution rate
- 58% first-contact resolution rate
- −19% average handle time
Medians across published case studies · Airframe, Aug 2026
Who signs off
- Operations: 185
- Customer Success: 128
- Customer Support: 125
- IT (Corporate Engineering): 120
Of 1,362 buyers mapped in this market · Airframe, Aug 2026
Ask what matters
- Who builds an agent in your platform, and can a business team do it in the GUI, or do we need developers writing code?
- How long does a first production voice agent take, and what work do our own integration and knowledge teams have to do?
From the market's RFP question bank · Airframe, Aug 2026
For vendors
Who's winning your category?
Who buyers choose
- Genesys: 814
- Intercom: 282
- Five9: 269
- Webex Communications: 252
Known customers per vendor · Airframe, Aug 2026
Find the gaps rivals leave open
- Telephony & sip integration: 100%
- Knowledge grounding & rag: 67%
- Workforce engagement management: 14%
Share of vendors offering each · Airframe, Aug 2026
Know why deals are lost
- Vendors lose when they hide pricing and force a sales cycle.
- Weak real-time reporting and analytics disqualify vendors.
- Missing version control and CI/CD governance block enterprise buyers.
Loss reasons across the category · Airframe, Aug 2026