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Regal

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Voice agentindependentVerified 2026-07-01

Regal is a voice first AI agent platform for contact centers, strong at outbound, pairing a smart dialer with event driven journeys and a unified profile of every customer.

Regal is a voice first AI agent platform built for contact centers, founded in 2020, based in New York, led by chief executive Alex Levin, and backed by eighty three million dollars from investors including Emergence Capital. Its founders come from contact center operations, and that shows in the focus: rather than treating a call as a standalone event, Regal treats every conversation as part of the customer journey. More than two hundred brands including Toyota, Google, Kin Insurance, Ro, and Coursera use it, most heavily in insurance, healthcare, financial services, education, and home services, where a well timed call drives real revenue.

Where Regal stands out is outbound and event driven engagement. A Journey Builder lets any team assemble multi step, cross channel sequences that trigger on customer actions such as a form submission, a missed payment, or a calendar event, and a sophisticated dialer with predictive, power, and preview modes maximizes pickup rates with smart pacing, instant connection, and voicemail detection. Because there is no outbound abandon rate, callers are less likely to flag the numbers as spam. The agents themselves sound natural, let callers interrupt and change topics, speak more than thirty languages, and are personalized in real time using the customer's own data.

Underneath sits a Unified Customer Profile that stitches together data from a company's systems, product usage over time, and contact center history into a single record for each person, so agents always have context and customers never have to repeat their story. Regal integrates with major contact center software and dozens of other systems, uses session initiation protocol headers to enrich routing and transfers without backend changes, and hands off to a live agent with full context when a conversation needs a human. Conversation intelligence surfaces recurring themes like common objections or points of confusion, and built in reporting and A and B testing let teams prove which approach works.

Reliability before launch is a genuine strength. Regal offers simulation based test suites that run agents through scenario specific conversations to pinpoint failures before go live, speeding up regression testing and validating prompts, knowledge bases, and custom actions at scale. On compliance it is HIPAA and SOC 2 aligned, keeps sub processors from training on customer interactions, and includes the consent and audit tooling that regulated outbound calling requires. Pricing is handled through sales rather than a public rate card. Regal fits contact center teams whose results hinge on pickup rates, conversion, and high volume outbound, more than on broad omnichannel support resolution.

Vendor details

Canonical URL

https://regal.ai

Company status

independent

Use cases & customers

In practice

An insurer runs an outbound Regal campaign on a predictive dialer staffed by AI agents that qualify leads, then transfers the strongest prospects to human reps with the full conversation and customer context.

A lender builds a Regal journey that triggers on a missed payment, placing a compliant reminder call whose agent already knows the account history from the unified customer profile.

Before launch, a team runs its Regal agent through simulation based test suites across many scenarios, catching broken logic and prompt regressions so the agent behaves reliably once it goes live at scale.

Sources & related URLs

Research notes

Score 9.5 (7F/5P/2N). VOICE LANE LEADER (so far; above Leaping/PolyAI 9.0). Voice-first AI agent platform for CONTACT CENTERS; 'built by contact center operators'; NYC, founded 2020, CEO Alex Levin, $83M raised (Emergence Capital/Founder Collective/Homebrew). 200+ brands: Toyota, Google, Kin Insurance, Ro, Coursera. SWEET SPOT = OUTBOUND + event-driven (lead qual, appointment reminders, payment collection, re-engagement). Fulls: Int (40+ integrations + all major CCaaS + Salesforce AppExchange app + SIP headers + custom actions + Unified Customer Profile data sync), Orch (JOURNEY BUILDER multi-step cross-channel event-triggered sequences + event-based agentic workflows w/ real-time conditional logic e.g. API payment-status branching + dialer orchestration; headline), Sec (HIPAA + SOC 2 + TCPA/TSR compliance tooling + audit trails + no-training-on-customer-data; strong outbound compliance), Obs (AI Conversation Intelligence + aggregated theme analysis objections/confusion-points + real-time reporting + A/B testing + KPIs), Mem (UNIFIED CUSTOMER PROFILE: single record = CRM + time-series product + contact-center data, all past interactions, 'never repeat their story'; persistent cross-interaction memory, headline), Trig (SOPHISTICATED DIALER predictive/power/preview + high-volume outbound campaigns + voicemail detection + branded caller ID + no-abandon-rate + INBOUND + event-driven triggers form/payment/calendar + SMS/chat/email/video + SIP; strongest telephony/trigger in lane), Eval (SIMULATION-based test suites pinpoint failures pre-launch + REGRESSION TESTING + validate prompts/KBs/custom actions at scale + manual + e2e; headline, like Leaping). Partials: Know (RAG system + knowledge bases documented, but not headline vs orchestration/dialer; moderate depth), HITL (transfer to live agent w/ full context + define guardrails + human-AI blend + rep assignment; escalation not formal approval gate), Pack (custom agent styles + vertical solutions insurance/education/home-services + journey/dialer templates; not marketplace), Model (multi-TTS-provider 'top TTS providers' + custom voice/persona/tone control = voice flexibility; LLM BYO not clear), Ext (SIP + custom actions + 40+ integrations + Salesforce app; BUT SaaSworthy claims 'no public API' - disputed; no SDK/MCP). N: Dep (cloud SaaS, integrates via SIP no-backend-changes; no self-host/on-prem/residency documented), Comp (no browser/computer use). Forward Deployed Engineers assist agent lifecycle. 90%+ CSAT. Pricing sales_led: no public rate card (demo-based); usage/platform, enterprise contact-center. contact_only. confidenceLevel medium (strong evidence - 200+ named brands/$83M/G2/AppExchange - but 9.5 leans partly on own marketing; no independent ROI study like PolyAI's Forrester).

Capability coverage

9.5 / 14 capabilities · 68%

Integrations & Tool CallingRegal integrates with all major contact center software and dozens of other systems, offers a Salesforce app, uses session initiation protocol headers to enrich routing and transfers, and syncs customer data through custom actions, so full.	Full
Workflow OrchestrationRegal's Journey Builder assembles multi step, cross channel, event triggered sequences and event based agentic workflows that branch on real time conditions like a payment status, so full.	Full
Knowledge Grounding & RAGRegal supports a retrieval augmented generation system with maintained knowledge bases for its agents, but knowledge grounding is not its headline strength and its depth is moderate, so partial.	Partial
Human Oversight & GuardrailsRegal transfers to a live agent with full context, lets teams define guardrails, and blends AI with human agents, but a formal pre action approval gate is not documented, so partial.	Partial
Security, Identity & GovernanceRegal is HIPAA and SOC 2 aligned, keeps sub processors from training on customer interactions, and includes TCPA consent tooling and audit trails for compliant outbound calling, so full.	Full
Observability & AuditabilityRegal provides AI conversation intelligence that surfaces aggregated themes like common objections and points of confusion, plus real time reporting, key metrics, and A and B testing, so full.	Full
Memory & State PersistenceRegal's Unified Customer Profile stitches customer relationship management, time series product, and contact center data into one record per customer so agents have full history and callers never repeat their story, so full.	Full
Deployment & Data ResidencyRegal is a cloud platform that plugs into existing telephony through session initiation protocol without backend changes, but no self hosted, on premises, or data residency option is documented, so not documented.	Unable to verify
Prebuilt Agents, Templates & PacksRegal offers custom agent styles, vertical solutions for sectors like insurance and home services, and journey and dialer templates, but not a marketplace, so partial.	Partial
Triggers & Channel CoverageRegal pairs a sophisticated dialer with predictive, power, and preview modes, voicemail detection, and branded caller ID for high volume outbound with inbound handling and event driven triggers across calls, SMS, chat, and email, so full.	Full
Model Flexibility & RoutingRegal gives deep control over tone and persona across top text to speech providers for strong voice flexibility, but a user facing choice of underlying language model is not clearly documented, so partial.	Partial
APIs, SDKs & MCP ExtensibilityRegal integrates through session initiation protocol, custom actions, and dozens of prebuilt connectors including Salesforce, but a public developer application programming interface is disputed and no software development kit or Model Context Protocol surface is evident, so partial.	Partial
Testing, Debugging & OptimizationRegal offers simulation based test suites that run agents through scenario specific conversations to pinpoint failures before launch, speeding regression testing and validating prompts, knowledge bases, and custom actions at scale, so full.	Full
Browser & Computer UseRegal operates over voice and messaging channels and has no browser or computer use capability, so not documented.	Unable to verify

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Pricing

Custom (contact sales)

Contact onlyMedium variable cost

Verified 2026-07-01

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Data confidence: medium