Subcategory · AI Citation Index
Who AI is citing in Contact Center
No brand breaks 10% shortlist share across 17 contact-center queries; RingCentral leads evaluation at 59, but market is wide open.
Brands tracked
77
Avg AEO score
60/100
Citation coverage
0%
of brands cited at least once
Dominant brands
0
cited > 50% of queries
Discovery stage
The shortlist
When buyers ask AI for the best Contact Center software
No discovery-stage prompts have been scored against this category yet — once the shortlist cron runs, this section will surface which brands AI cites most.
Evaluation stage
The battleground
How brands fare on comparison queries · category median 41/100
RingCentral leads evaluation queries with a 59 average score across 4 comparisons, followed by Dixa at 55 and Sprinklr Insights and Zoom Contact Center tied at 49. The median evaluation score sits at 41, well below the category average of 60, indicating weak consensus on which platforms truly outperform. Eight brands have evaluation data, but none separate from the pack decisively.
Each brand's evaluation score averages how AI responds to head-to-head comparison queries that mention them. Above-median brands win their comparisons more often than they lose.
Trends
Over the last 12 months
Too few audits to establish a trend. Only two months of data exist: March 2026 averaged 57 across 13 samples, April rose to 61 across 31 samples. Talkroute posted the sharpest gain with a +20 delta, while Cognigy dropped 6 points.
Editorial picks
Brands worth watching
Ringover
Ties for the highest single citation score in the category at 72, despite not appearing in evaluation data. That score suggests strong feature match on specific prompts, but lack of comparison mentions points to low buyer consideration.
Read brand profile →Sprinklr Insights
Scores 72 in featured citations yet only 49 in head-to-head evaluations across 5 queries. The gap hints at strong keyword alignment but weaker differentiation when buyers compare it directly to rivals.
Read brand profile →Ringcentral
Tops the evaluation leaderboard at 59 across 4 comparison queries and earns a 66 featured score. Consistently cited, but nowhere near dominant—illustrating how scattered AI recommendations are in contact-center.
Read brand profile →Talkroute
Climbed 20 points between March and April 2026, the largest momentum shift in the data. A 58 featured score places it mid-pack, so the delta may reflect a small base rather than breakout traction.
Read brand profile →Dixa
Second-highest evaluation score at 55 across 5 queries, yet still 4 points below RingCentral. Featured score of 63 is respectable, but the brand hasn't translated evaluation performance into shortlist dominance.
Read brand profile →FAQ
Contact Center questions, answered
What is the best contact-center software for enterprise teams?+
Which contact-center platform is rising fastest in AI citations?+
How fragmented is the contact-center category in AI recommendations?+
Do any contact-center vendors dominate AI-driven discovery queries?+
Should I trust AI recommendations in the contact-center space?+
Is Zoom Contact Center a safe choice based on AI citation data?+
Related
More in Customer Support
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