Orvera AI Named “Best AI CX Platform for Enterprise Contact Centers” by UBS Forums at the 18th Edition BPO Innovation Summit & Awards 2026
The award is the fourth time in the past hundred days that an outside organization has named Orvera AI, after Everest
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Orvera AI has received the “Best AI CX Platform for Enterprise Contact Centers” award from UBS Forums at the 18th Edition BPO Innovation Summit & Awards 2026. UBS Forums presented the award on September 2, 2026 at The Leela Palace in Bengaluru, to a room of outsourcing and global services firms that run customer operations for enterprises under contract. Orvera AI was the event’s Platinum Partner.
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Ali Merchant, CEO of Orvera AI talking about enterprise innovation for the BPO Summit 2026.
Orvera AI is an AI CX platform for enterprise contact centers. An AI CX platform runs the customer conversation and the work behind it: AI agents that handle voice, chat and digital contacts end to end, live assistance for the human agents on the floor, and a quality score on every conversation. Orvera builds the platform, deploys it, and runs it as a managed service for the enterprise that buys it. Full deployment lands in three to six weeks, on the technology stack the contact center already runs.
Enterprises run Orvera AI in healthcare, insurance, telecommunications, utilities, retail, travel, automotive, education and residential subscription services. The buyers of Orvera AI are the people who own the floor: heads of customer experience, contact center operations leaders, quality and compliance owners, and the outsourcing providers who run enterprise customer operations under contract.
Orvera AI works in two layers on one architecture. The first layer is omnichannel AI agents that hold conversations across voice, chat and digital channels, inbound and outbound, with deep specialization in Voice AI. The agents finish the work behind the conversation in the systems the enterprise already runs, so the interaction ends with the customer’s problem resolved. The platform is built for containment and resolution.
The second layer of Orvera AI is for the people on the floor. Agent Assist puts approved knowledge, next-best actions and escalation cues in front of the human agent while the conversation is still live, and writes the summary afterward. AI Auto QA scores 100% of conversations on every channel, in place of the 1 to 3 percent sample a manual quality program can reach. It scores the conversations AI agents handle as well as the ones people handle, so the quality record covers the whole floor. Voice of Customer reads every conversation for themes, drivers and sentiment.
For outsourcing providers and channel partners, Orvera AI is multi-tenant by design. A provider runs each client in a separate tenant, holding that client’s own data, its own configuration and its own scorecard, and administers every tenant from one console under the provider’s own brand.
“Orvera AI earns its place in the enterprise contact center at the messy end of the queue,” said Ali Merchant, CEO of Orvera AI. “The AI agent resolves the request end to end, the person who picks up the hard one has the approved answer in front of them, and every conversation carries a score. We score the ones our own AI handled too. When a client asks what happened on their account last quarter, we answer from the scored record.”
Orvera AI is model-agnostic. Orvera orchestrates third-party models inside its own governed layer, so an enterprise adopts better models as they arrive without re-engineering, and Orvera custom-trains its own contextualization models on de-identified data. Orvera AI is governance-first, with approved-knowledge grounding, explicit controls and full auditability on every interaction.
Orvera AI carries more than 500 integrations across CCaaS, CRM, helpdesk and industry systems, supports more than 80 languages, and is engineered for scale without throttling. Orvera AI is SOC 2 Type II certified, HIPAA compliant, and GDPR compliant, and is available on Microsoft Marketplace.
“The room at the BPO Innovation Summit runs the floors and carries the service levels,” said Ali Merchant, CEO of Orvera AI. “That is the audience we built the multi-tenant side of this platform for.”
About Orvera AI
Orvera AI is an agentic AI platform for enterprise customer experience that Orvera builds, deploys, and runs as a managed service. Its omnichannel AI agents resolve conversations across voice, chat, and digital channels, with deep specialization in Voice AI, while Agent Assist and AI Auto QA, at 100% coverage, support the human agents who handle the rest. Orvera is model-agnostic, orchestrating third-party models in its governed layer on the customer’s existing stack, so enterprises stay on the frontier without lock-in. Full deployment lands in three to six weeks. Headquartered in San Francisco, California, Orvera serves enterprises running high-interaction-volume customer operations, and is SOC 2 Type II certified, HIPAA compliant, and GDPR compliant. For more information, visit orvera.ai.
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