Agentic Index
Decagon vs Parloa (2026)
Both vendors last verified
Both deploy autonomous agents into customer service and they start from different channels. That verdict is the Agentic Index coverage score, graded from each vendor's own published materials.
Decagon is purpose built for support with deep integration into support toolchains, sold through enterprise engagement. Parloa is voice first, letting teams design, simulate, deploy and govern voice and chat agents across the contact center lifecycle, consumption priced. Parloa was built voice first for phone volume, and Decagon grew from support tickets into chat, email, voice and SMS.
This comparison is published by Agentic Index, an independent agentic AI vendor research platform. Decagon and Parloa are each graded against the same 14 capability Agentic Index taxonomy, from the vendor's own public materials under the Agentic Index verification standard, alongside 1,084 researched vendors. No vendor pays for placement and no vendor has reviewed this page. How this evidence is graded
Choose Decagon if
- Your volume is tickets and chat, not calls.
- Deep integration into your support toolchain is the practical constraint.
- A purpose built support product is simpler to deploy than a lifecycle platform.
Choose Parloa if
- Phone calls are your volume and a voice first platform is built for that.
- Simulation before deployment is a safeguard you want on voice specifically.
- Governing agents across the whole contact center lifecycle is the scope.
| Feature | D Decagon |
P Parloa |
|---|---|---|
| Action & orchestration | ||
|
Integrations & Tool Calling Ability to connect agents to real systems through native integrations, OAuth-authenticated actions, custom tools, APIs, webhooks, or MCP-compatible tools. |
||
|
DecagonIntegrations & Tool Calling Connectors span CRM, helpdesk and ticketing (Salesforce, Intercom, Zendesk), knowledge bases (Confluence, Contentful, Kustomer), and CPaaS and telephony (Amazon Connect, RingCentral, SIP trunking), plus custom endpoints and MCP connectivity for any other system. Agents both retrieve data and take action. Sourcedecagon.ai/product/integrationsread 2026-09-05 |
||
|
ParloaIntegrations & Tool Calling Named integrations cover Avaya, Five9, Genesys, Microsoft Dynamics, NICE, Salesforce, ServiceNow, SAP, Twilio, Verint and Zendesk. REST APIs and MCP plug the agents into any other system. Parloa also offers one click enterprise connectors, preconfigured agent skills and agents with access to any system. It claims write back through those connections but does not walk through it step by step. The AMP documentation at docs.amp.parloa.com sits behind a login. Sourceparloa.com/platform/integrationsread 2026-09-30 |
||
|
Workflow Orchestration Ability to sequence, branch, retry, route, and combine deterministic workflow nodes with autonomous agent steps. |
||
|
DecagonWorkflow Orchestration Agent Operating Procedures turn natural language inbound and outbound workflows into executable agent logic that pulls live data and triggers actions across connected systems. Versions are tracked in Git, and rollout is staged across agent versions. Sourcedecagon.ai/product/aopread 2026-09-05 |
||
|
ParloaWorkflow Orchestration Specialized, task focused agents work together across complex workflows, built from prebuilt blocks for routing, knowledge and payments. Agent composition adapts one agent across regions, languages and channels. Teams move agents between staging and production. Parloa describes no branching or conditional logic. Sourceparloa.com/platform/designread 2026-09-30 |
||
|
Triggers & Channel Coverage How agents wake up and where they work: schedules, webhooks, message events, CRM events, inbox events, chat, email, voice, and collaboration tools. |
||
|
DecagonTriggers & Channel Coverage Chat, voice and email run on one intelligence layer. Inbound calls route over SIP and CPaaS platforms, email comes in through Zendesk and Intercom, live chat escalates through Zendesk Sunshine and Salesforce, and outbound and proactive agents are supported as a core feature. Sourcedecagon.ai/product/overviewread 2026-09-05 |
||
|
ParloaTriggers & Channel Coverage Customers reach the agent across voice, chat, WhatsApp and Microsoft Teams in many languages. Parloa built its own telephony infrastructure for conversational AI instead of bolting voice onto a chatbot. It owns the audio pipeline and SIP connectivity, so inbound calls arrive from the customer's existing estate. Voice is the primary channel for its insurer, bank and retailer customers, not an add on. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
| Knowledge & context | ||
|
Knowledge Grounding & RAG Ability to ground agent behavior in company data through document ingestion, retrieval, external knowledge APIs, semantic search, or RAG layers. |
||
|
DecagonKnowledge Grounding & RAG Decagon maintains the agent's own knowledge base, filled by sync from customer systems including Confluence, Contentful and Kustomer. Suggestions keeps it current by finding gaps from conversations, ranking their impact on coverage and issuing monthly content updates. Traces name the knowledge articles the agent referenced. The knowledge base persists between conversations. Sourcedecagon.ai/product/suggestionsread 2026-09-05 |
||
|
ParloaKnowledge Grounding & RAG Agents are grounded in the company knowledge, policies and tasks a team briefs them with, and runtime guardrails constrain answers to reduce hallucination. Parloa describes no index, embeddings layer, retrieval architecture, refresh behavior or source level citation. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
|
Memory & State Persistence Ability to persist context across a run, conversation, workflow, user, team, or longer-term memory layer. |
||
|
DecagonMemory & State Persistence Memory is a named part of the agent engine. It holds customer context across sessions and channels alongside the customer's systems of record, with stated data portability and control, so a conversation started in chat continues by voice without repetition. Decagon does not publish how long memory is kept or how to delete it for one customer. Sourcedecagon.ai/product/overviewread 2026-09-05 |
||
|
ParloaMemory & State Persistence Agents are briefed with knowledge, policies and tasks and act on real time customer data pulled from CRM and ERP systems at the moment of the call. That is retrieval from the customer's own systems, not state the agent keeps between conversations. Personalization that deepens over time describes the platform improving. Parloa describes no memory layer and nothing a customer can scope or delete. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
| Control & trust | ||
|
Human Oversight & Guardrails Approval steps, consent checkpoints, escalation rules, structured guardrails, policy constraints, and pause/resume controls. |
||
|
DecagonHuman Oversight & Guardrails Guardrails can be configured for brand voice, escalation and hallucination. A supervisor model revises ungrounded responses before they are sent, bad actor detection escalates to a human, and Watchtower flags conversations for triage against criteria the customer sets. Oversight is automated gating and quality review after the fact, with no customer facing approval queue that holds an agent action until someone signs off. Sourcedecagon.ai/product/aopread 2026-09-05 |
||
|
ParloaHuman Oversight & Guardrails Per agent safety controls block harmful content, detect jailbreak attempts and restrict off topic conversations. Topic enforcement defines what each agent can and cannot discuss, and there are role based permissions. Agents escalate to human agents with full context through a Transcripts API. The customer controls these constraints and the handover, but Parloa describes no step where a person approves an agent action before it commits. Its governance approvals apply to configuration changes. Sourceparloa.com/platform/secureread 2026-09-30 |
||
|
Security, Identity & Governance RBAC, SSO, auditability, encryption, least-privilege tool access, compliance posture, and data handling policy. |
||
|
DecagonSecurity, Identity & Governance Access controls include role based access control, SSO with Okta and Microsoft Entra, tamper protected audit logs and short lived scoped JWTs for agent access. Data is encrypted with AES-256 at rest and TLS 1.2+ in transit, DLP based redaction removes PII, and model providers are held to zero-day retention. Decagon shows SOC 2, ISO 27001, PCI DSS, HIPAA, CCPA and Data Privacy Framework marks and runs a live trust portal. SourceDecagon security page and trust.decagon.ai; decagon.ai/securityread 2026-09-05 |
||
|
ParloaSecurity, Identity & Governance A live SafeBase trust center covers Parloa's compliance and access controls. Its certifications and frameworks include ISO/IEC 27001:2022, ISO 17442:2020, SOC 2 Type 1 and Type 2, PCI DSS and HIPAA, GDPR and DORA, along with an EU AI Act statement. Customers can request the SOC 2 Type 1 and Type 2 reports, the PCI DSS attestation of compliance, a HIPAA report and penetration test reports. Product security includes role based access control, multifactor authentication and SSO support, with access monitoring, automated account management and an access control policy alongside. Data privacy carries a named Data Protection Officer, a DPA and technical and organizational measures, and the subprocessor list names Twilio, Datadog, Brevo, MongoDB and Microsoft. Parloa also publishes a legal assessment that BSI C5:2020 does not apply to its services, while its cloud vendors hold valid C5:2020 certifications. Sourcetrust.parloa.comread 2026-09-05 |
||
|
Observability & Auditability Traces, logs, execution histories, metrics, audit events, and debugging detail for production agent behavior. |
||
|
DecagonObservability & Auditability Traces explain how and why the agent decided as it did at any point in a conversation, covering model calls, workflow triggers, the knowledge articles referenced, and runtime and latency figures. Watchtower reviews every conversation against criteria the customer defines and flags outliers for triage. Sourcedecagon.ai/product/overviewread 2026-09-05 |
||
|
ParloaObservability & Auditability Governance covers the agent lifecycle, with versioning, approvals and deployments recorded in audit trails, plus performance dashboards, sentiment tracking and continuous monitoring after launch. Access is monitored as well. Teams can see which version of an agent was live, who changed it and how the conversation performed. Parloa describes no record of what the agent did step by step within a call, such as a decision trace for each action, a tool call log or a retrieval record. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
|
Deployment & Data Residency Deployment modes and options, including SaaS, dedicated cloud, VPC, on-prem, hybrid, local runtime, and self-hosting. |
||
|
DecagonDeployment & Data Residency The platform runs on multi region infrastructure with autoscaling and automatic failover for resilience. There is no customer selectable region, VPC, single tenant or on premises option, so where data sits depends on Decagon's architecture, not the customer's choice. The product is delivered only as SaaS hosted by Decagon. Sourcedecagon.ai/securityread 2026-09-05 |
||
|
ParloaDeployment & Data Residency Hosting is disclosed only as Major Cloud Provider in the trust center's risk profile, and the platform runs as a managed service on Microsoft Azure. No hosting region is published, and Parloa names no region menu, residency commitment, VPC, single tenant or on premises option. The cloud vendors Parloa uses hold valid BSI C5:2020 certifications, which covers the underlying infrastructure, not a location the customer selects. The Data Processing Agreement and the technical and organizational measures document sit behind an access request. Sourcetrust.parloa.comread 2026-09-05 |
||
| Solution readiness | ||
|
Prebuilt Agents, Templates & Packs Ready-made workflows, packaged employees, templates, blueprints, industry solutions, and role-specific agents that reduce time-to-value. |
||
|
DecagonPrebuilt Agents, Templates & Packs Customers build agents by writing Agent Operating Procedures in natural language, or Duet generates them from the customer's own conversation transcripts, applying Decagon's deployment learnings behind the scenes. The seven industry pages are positioning and case studies, not solutions to adopt. There is no template gallery, named prebuilt agent set, blueprint library or industry pack. Sourcedecagon.ai/product/aopread 2026-09-05 |
||
|
ParloaPrebuilt Agents, Templates & Packs Teams brief an agent in natural language with their own knowledge, policies, tasks and integrations in a low code builder. Prebuilt integrations to Salesforce, Genesys, NICE, SAP and other systems connect it. Parloa describes no prebuilt agent, template gallery or marketplace of packaged agents for the customer to browse and select. In Parloa's own framing, every agent is briefed from scratch against the customer's material. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
| Platform extensibility | ||
|
Model Flexibility & Routing Ability to work across multiple foundation models, route tasks to different models, or let buyers bring their own providers and keys. |
||
|
DecagonModel Flexibility & Routing The agent engine runs on a network of frontier and specialized models, with OpenAI and Anthropic named as providers held to zero-day retention, and model redundancy is a platform property. Routing happens inside Decagon, and customers and admins cannot select the model that powers the product. Sourcedecagon.ai/product/overviewread 2026-09-05 |
||
|
ParloaModel Flexibility & Routing The customer gets no model selection, routing or bring your own model control, and Parloa names no model provider. The subprocessor list runs Twilio for telephony, Datadog for logging, Brevo for email, MongoDB for data and Microsoft, and none of them is named as a model provider. Parloa evaluates models before deploying them, so it chooses the model on the customer's behalf. Sourcetrust.parloa.comread 2026-09-05 |
||
|
APIs, SDKs & MCP Extensibility Composability layer: stable APIs, SDKs, MCP tool consumption/serving, custom tools, and integration into internal systems. |
||
|
DecagonAPIs, SDKs & MCP Extensibility A REST API for the platform sits at api.decagon.ai, authenticated with a customer issued key passed as a bearer token, and rate limited. An API key can be generated from the Developer page of the Decagon dashboard. The documentation at docs.decagon.ai sits behind a customer login, nothing on the public site links to it, and the public Integrations page describes only connections into the customer's own systems. SourceDecagon developer documentation at docs.decagon.airead 2026-09-05 |
||
|
ParloaAPIs, SDKs & MCP Extensibility The backend API connections run outward into the customer's CRM, ERP and contact center systems. Teams configure agents in a low code builder, which is a console for building agents, not a way to extend the platform. Parloa publishes no public API reference, SDK, developer documentation site or MCP server for the platform itself. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
|
Testing, Debugging & Optimization Testing, debugging, scoring, retries, fallbacks, quality gates, and optimization loops for improving agent workflows before and after deployment. |
||
|
DecagonTesting, Debugging & Optimization Testing & QA and Experiments are customer facing products. Agents are validated before launch with end to end simulated conversations and unit tests. Live traffic is then routed across agent versions to A/B test changes and measure their effect on CSAT, deflection rate and other metrics at scale, with readable results the customer can compare. Sourcedecagon.ai/product/overviewread 2026-09-05 |
||
|
ParloaTesting, Debugging & Optimization Teams battle test an agent against thousands of simulated multi turn conversations before it reaches a customer, with edge case validation and regression tests run over both real and simulated data. Scoring combines deterministic rules with a language model acting as judge. The same testing runs after launch as well as before it, so a change is exercised and scored on the release path and the agent is measured continuously once live. Teams test their own agents and can read the results. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
| Specialist automation | ||
|
Browser & Computer Use Browser, desktop, or remote/local computer control for workflows that cannot be handled through stable APIs alone. |
||
|
DecagonBrowser & Computer Use The agent acts only through API and MCP connectors, CRM and ticketing integrations, CPaaS platforms and SIP telephony. It does not control a browser or virtual desktop or operate software that lacks a programmatic interface. Sourcedecagon.ai/product/integrationsread 2026-09-05 |
||
|
ParloaBrowser & Computer Use The agents act through telephony and through integrations into CRM, ERP and contact center systems, accessing and acting on real time data programmatically. Parloa describes no browser control, hosted session, virtual desktop or remote computer control. Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05 |
||
Pricing snapshot
Sourced from the Index pricing dataset · open each vendor's profile for full detail.
| Pricing | D Decagon |
P Parloa |
|---|---|---|
|
Entry price Lowest public entry point |
Contact sales | Consumption based (contact for pricing) |
|
Pricing confidence How public the numbers are |
Contact only | Contact only |
|
Billing Primary billing axis |
Usage, per conversation or per resolution. Per conversation is the default and bills every interaction, and per resolution charges a higher rate only for conversations the AI fully resolves. | — |
|
Variable cost Workload / overage exposure |
High variable cost | High variable cost |
|
Free tier / trial Try before you buy |
No free tier
|
No free tier
|
|
Buying motion Self-serve vs sales call |
Sales call | — |
|
Pricing verified When this pricing was last checked |
Product updates
Newest first, each linked to its source.
Decagon
-
· MCP / tool calling / API
The Personal Agent Consent & Trust Protocol (PACT), which Decagon open sourced with Instinct, builds on the Agent2Agent protocol and OAuth 2.0 so a business can verify which personal agent is calling and what the customer has authorized it to do.
Source -
· Agent capability
Decagon released Voice 3, a voice agent rebuilt so a fast conversational model listens and speaks while a stronger model handles reasoning, tools and guardrails in parallel.
Source -
· Browser/computer use
Decagon introduced Browser Actions, a feature that allows its AI agents to access and complete tasks inside any web-based system.
Source
Parloa
-
· Integrations
Parloa Marketplace brings ready made connectors for systems such as Salesforce, ServiceNow, Zendesk and Microsoft Dynamics 365 CRM into the agent builder, alongside Solutions vetted by Parloa for security and AI safety.
Source -
· Integrations
Parloa integrated its AI Agent Management Platform with the Epic electronic health record through FHIR, SMART on FHIR and related interfaces, so its voice and chat agents can retrieve patient context and carry out defined actions during conversations.
Source -
· Integrations
Parloa's AI Agent Management Platform achieved SAP Endorsed App premium certification and is now available for purchase on the SAP Store.
Source
More comparisons with Decagon or Parloa
Other matchups in customer support agents
Not the pairing you were after? These compare a different set of customer support agents on the same 14 capabilities.