Orvera AI, which runs AI agents for customer experience teams, has been named a Major Contender in Everest Group’s Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment 2026. The report, published on October 26, 2026, places 29 conversational AI and AI agent providers on two dimensions: market impact, and vision and capability.

“Our customers already run contact centers on systems they’ve spent years getting right, and they want AI agents working inside those systems,” said Ali Merchant, Founder and CEO of Orvera AI.

Everest Group starts with how Orvera works with its customers. “A managed service model that combines AI-agent technology with contact center operating expertise is a major differentiator,” the report says. Orvera’s team builds, deploys, integrates, monitors and optimizes AI workflows on the systems a customer already runs. The customer’s own team doesn’t have to design or run any of it.

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Then it turns to the people on a customer’s floor. Orvera’s Agent Assist runs as a desktop app, a browser extension or an SDK. It listens to the live conversation and hands the human agent knowledge, next-best actions and a summary, with no direct API integration into the CCaaS platform underneath. The report goes on to cover Orvera’s AI agents on voice, chat, email and digital channels, its AI Quality Management and Voice of Customer, and real-time translation for customers who switch language partway through.

Everest Group also spoke with buyers as part of the assessment. “Buyers highlight Orvera AI’s responsiveness, flexibility and willingness to customize, understanding of AI agents and automation workflows, and implementation support as core strengths,” the report says.

“Enterprises scaling conversational AI need solutions that fit within their existing contact center operations and technology stacks. Orvera AI’s platform supports omnichannel agents that take action in enterprise systems, automating workflows across voice and digital channels and preserving context during human handoffs. Its flexible orchestration and standalone agent assist capability also help enterprises deploy across diverse contact center environments with fewer integration dependencies,” said Anubhav Das, Practice Director at Everest Group. “This platform flexibility contributed to Orvera AI’s position as a Major Contender in Everest Group’s Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment 2026.”

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“Our customers already run contact centers on systems they’ve spent years getting right, and they want AI agents working inside those systems,” said Ali Merchant, Founder and CEO of Orvera AI. “So we build, deploy and run our agents on the stack they already have, and Agent Assist sits beside a human agent on the desktop they already use. It means a lot to our team that Everest Group’s analysts picked up on that, and that the buyers they spoke with named our responsiveness and our implementation support. That’s the work our people do every day, and we’re going to keep building on it.”