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Collab Agent Assist
Avenida D João II, n 51, Bloco B, 2nd floor C, 1990–085 Lisbon, Portugal
What it is
Collab Agent Assist gives contact center agents prompts and resources while they speak with customers. It can draw answers from a knowledge base, past cases, or product information, and detect tone, urgency, and key triggers to help agents respond. Suggested guidance can include replies and upsell scripts; after a call, the product provides a recap for review. Collab says recommendations can improve as teams use the product and give feedback, while agents retain control over conversations. The service uses OpenAI models through Microsoft Azure as part of Collab AI Studio. Named integrations include Microsoft Dynamics, Zendesk, and Salesforce; it can also connect to Collab CIH or be extended through APIs. A product sheet lists compatibility with Collab OneContact CC on premises and Nubitalk in the cloud. The product is available through an API platform listing. Collab invites prospective customers to schedule a demo and download a product sheet. Pricing is on request, and no trial is stated.
For and against
For
- Provides live prompts and resources
- Surfaces knowledge base and past-case answers
- Suggests replies and upsell scripts
- Creates post-call recaps
- Supports APIs and named integrations
Against
- Pricing is available only on request
- No trial is stated
- No security certification is named
The verdict
Agent Assist combines live conversation guidance with post-call recaps and leaves decisions with agents. Teams will need to request a demo for pricing details.
Who it suits
It suits contact center teams seeking live agent guidance and less manual work. Teams using the named integrations or Collab contact center products may find the listed connections relevant.
Plans and prices
Collab Agent Assist
Schedule a demo · pricing not stated
Read 4 Oct 2026 · collab.com
On the record
- AI provider
- The product is built on OpenAI AI and delivered through Microsoft Azure.collab.com · read 4 Oct 2026
- Audience
- Collab describes its customers as contact centers, including enterprises and mid-sized teams in sectors such as telecom, banking, healthcare, and government.collab.com · read 4 Oct 2026
- Call summaries
- After a call, it provides a recap for the agent to review.collab.com · read 4 Oct 2026
- Company
- Collab describes itself as a contact center software provider present in more than 40 countries and part of Lumine Group.collab.com · read 3 Oct 2026
- Contact center compatibility
- The product sheet says Agent Assist fits existing workflows using Collab OneContact CC on premises or Nubitalk in the cloud.collab.com · read 3 Oct 2026
- Conversation guidance
- It listens to live conversations and provides prompts and resources to agents in real time.collab.com · read 4 Oct 2026
- Deployment options
- Collab offers cloud, on-premises, or hybrid deployments across its solutions.collab.com · read 4 Oct 2026
- Guidance
- It listens to live conversations and provides agents with prompts and resources in real time.collab.com · read 3 Oct 2026
- Human oversight
- Collab says Agent Assist suggests guidance and does not replace or override agents.collab.com · read 4 Oct 2026
- Integrations
- The page names Microsoft Dynamics, Zendesk, and Salesforce, and says the product can connect to Collab’s CIH and be extended through APIs.collab.com · read 4 Oct 2026
- Intent and sentiment
- It detects tone, urgency, and key triggers to help agents provide support.collab.com · read 4 Oct 2026
- Knowledge retrieval
- It can surface answers from a knowledge base, past cases, or product information as the customer speaks.collab.com · read 4 Oct 2026
- Knowledge sources
- It can surface answers from a knowledge base, past cases, or product information while a customer speaks.collab.com · read 3 Oct 2026
- Learning
- Collab says the suggestions improve as teams use the product and provide feedback.collab.com · read 3 Oct 2026
- Purpose
- Agent Assist provides real-time AI support to contact center agents during customer conversations.collab.com · read 4 Oct 2026
- Security
- Collab describes Agent Assist as built on enterprise-grade OpenAI AI delivered through Microsoft Azure.collab.com · read 3 Oct 2026
- Security and compliance
- The reviewed Agent Assist page says the product runs on Microsoft Azure and OpenAI but does not name a security certification or compliance standard.collab.com · read 4 Oct 2026
- Suggestions
- It offers context-relevant suggested replies and upsell scripts.collab.com · read 4 Oct 2026
