June 03, 2026
Centrical Raises $39 Million to Extend its Performance Software from Human Agents to AI
Agent performance software firm Centrical has raised $39 million in a Series D funding round to build a product for a task the contact centre has not faced until now, managing the performance of AI workers as if they were staff.
For most of its life Centrical sold software that coached human frontline staff. The platform scored agents, fed managers real-time guidance, and ran gamified training to lift the numbers a contact centre cares about, first-call resolution, sales, and error rates. The new money funds a different idea.
As enterprises put AI agents to work answering customers and processing tasks, someone has to manage what those agents do, the same way a supervisor manages a person, and Centrical aims to be that layer for both. Its newest tools include an autonomous system that watches performance, spots where output drops, and triggers the right fix without a manager asking. Founder and CEO Gal Rimon said the round accelerates a plan to “combine agentic AI and human expertise” across a workforce that now contains both.
Tools for People, Aimed at Machines
Managing a human agent and managing an AI agent are not the same task. A person needs coaching and motivation, while a digital worker needs monitoring, correction, and a record of what it did and how well. Centrical’s argument is that the tools it built to develop people can be turned on machines, and that enterprises running mixed teams will want one system watching both. Whether that holds depends on a question the industry has not settled, namely how much of the contact centre AI will actually run.
Gartner has said no Fortune 500 company will fully drop human customer service by 2028, which leaves years of mixed human and AI teams for a product like this to manage. Other vendors are aiming at the same reality from a different angle, building tools that cut the time agents lose moving between disconnected systems rather than managing the agents themselves.
Centrical pointed to results from existing customers, such as a top-five US bank’s fraud back office that processed 4.8 percent more accounts and cut errors by 66.7 percent. Deutsche Telekom’s retail partner network grew sales by 19 percent, while TP’s Samsung service teams improved first-call resolution by 7.5 percent while cutting manager admin work by 70 percent.
Bots on the Payroll
Alongside the funding, Centrical launched a campaign, “People Make It Matter,” celebrating the frontline workers who turn AI’s potential into results. Erel Margalit, JVP founder and Centrical chairman, said the company is “defining the Performance Intelligence category at a pivotal moment” as enterprises rethink how work gets done across human and AI teams.
If AI agents are going to do real work in the contact centre, somebody has to own how well they do it, and the companies that build that management layer could be at the centre of every mixed operation. Centrical now has $39 million to try to be one of them.
