Seamless Integrations, Limitless AI Possibilities
Omilia connects effortlessly with your existing contact center infrastructure, CRM platforms, messaging channels, and enterprise systems — ensuring smooth adoption and maximum value from day one. Whether you’re running RingCentral, NiCE, Amazon Connect, Cisco Webex, Talkdesk, 8×8, Oracle and Avaya. Omilia’s Agentic AI platform is deployed alongside your current stack with pre-built connectors and open APIs, so you can automate customer service without disrupting the systems your teams already rely on.
With 20+ years of enterprise deployment experience, Omilia’s integration framework is built for production-grade reliability — supporting SIP, MRCP, REST APIs, and WebSocket protocols to fit any architecture, whether on-premises, hybrid, or fully cloud-native.
Contact Center & CCaaS Platform Integrations
Omilia integrates natively with the world’s leading contact center and CCaaS platforms, replacing legacy IVR menus with intelligent, natural-language voice and chat automation. Omilia’s AI agents sit alongside your existing telephony infrastructure, handling inbound conversations end-to-end or seamlessly escalating to live agents with full context transfer.
Supported platforms: RingCentral, NiCE CXone, Amazon Connect, Cisco Webex Contact Center, Talkdesk, Oracle, Avaya, 8×8, Bandwidth, and Lumen.
Key capabilities: SIP-based voice integration, real-time call routing and transfer, agent screen-pop with AI-gathered context, whisper/barge support for live agent assist, and multi-tenant deployment for BPOs and shared services.
Messaging & Digital Channel Integrations
Extend Omilia’s AI platform beyond the phone to every digital channel your customers use. The same AI models, business logic, and self-service capabilities work across voice and digital — so customers get a consistent experience whether they call, text, or message.
Supported channels: WhatsApp, Facebook Messenger, Viber, WeChat, Slack, LivePerson, SMS, and web chat.
Key capabilities: Omnichannel conversation continuity (start on chat, continue on voice), rich media support including carousels and quick-reply buttons, proactive outbound messaging, and channel-specific UX optimization.
CRM & Service Desk Integrations
Connect Omilia’s AI agents directly to your CRM and service management platforms to automate customer identification, case creation, ticket routing, and real-time data lookups. By integrating with your system of record, Omilia eliminates manual data entry for agents and delivers personalized self-service based on each caller’s history, account status, and preferences.
Supported platforms: Salesforce, Zendesk, Okta (for identity and SSO), and ServiceNow via REST API connectors.
Key capabilities: Caller identification and authentication against CRM records, automated case/ticket creation, real-time account lookups during self-service conversations, and bi-directional data sync to keep customer records up to date.
Payment & Financial Services Integrations
Enable secure, PCI-DSS compliant payment processing and financial transactions directly within AI-powered conversations. Omilia integrates with payment gateways and core banking systems so customers can make payments, check balances, and manage accounts through self-service — without ever needing to speak to an agent.
Supported platforms: Paymentus, Fiserv, and Jack Henry & Associates.
Key capabilities: PCI-DSS Level 1 compliant payment capture via voice and chat, real-time balance inquiries and transaction lookups, secure card-on-file and ACH payment processing, and DTMF and voice-based card number capture with real-time redaction.
Healthcare & EHR System Integrations
Omilia connects with leading electronic health record (EHR) and practice management systems to automate patient-facing workflows like appointment scheduling, prescription refills, billing inquiries, and provider directory lookups. All integrations are HIPAA-compliant by design, with real-time data redaction and secure data handling throughout the conversation.
Supported platforms: Epic and Oracle Cerner (eClinicalWorks).
Key capabilities: HIPAA-compliant patient identification and authentication, automated appointment scheduling and rescheduling via EHR APIs, prescription refill request automation, provider directory and location lookups, and secure PHI handling with real-time redaction.
Open API & Custom Enterprise Integrations
Omilia’s open architecture means you’re never locked into a closed ecosystem. Any system with a REST API, SOAP endpoint, or webhook can be connected to Omilia’s Self-Learning Agentic AI platform — from proprietary CRMs and ERP systems to bespoke order management platforms and homegrown databases.
Key capabilities: RESTful API framework for rapid custom integrations, webhook-based event triggers for real-time automation, SIP/MRCP protocol support for telephony environments, WebSocket support for low-latency streaming interactions, and a dedicated professional services team to support complex enterprise integration projects.
Frequently Asked Questions
Customer Stories
Gartner Peer Insights
30/10/2025
Reviewer Role:
Group Product Manager
Company Size:
3B - 10B USD
Industry:
Energy and Utilities
Scalable Platform Enables Continuous Optimization With Robust Analytics And Support
Omilia demonstrated a strong commitment to partnership. Their team took the time to understand our business goals and technical landscape. The implementation process was smooth with clear milestones, proactive communication, and a collaborative approach that made complex integrations feel manageable.
Read More29/10/2025
Reviewer Role:
Director of Operations
Company Size:
250M - 500M USD
Industry:
Banking
Omilia Application Focuses on Intuitive Design for Enhanced Customer Experience
The Omilia team is eager to ensure our application is capturing the best possible customer experience!
Read More29/10/2025
Reviewer Role:
SR. MANAGER
Company Size:
3B - 10B USD
Industry:
Banking
Omilia's Integrated Capabilities: A True Game Changer for Customer Experience
Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.
Read More28/10/2025
Reviewer Role:
Software Development Manager
Company Size:
30B + USD
Industry:
Banking
Industry Leading Voice Servicing that Constantly Improves
Omilia Professional Services has gone above and beyond to help us achieve our goals. The platform has also given us a footing to deliver outstanding customer experiences. I'm very excited by Omilia's product roadmap, which gives me a lot of hope for the future of voice servicing.
Read More24/10/2025
Reviewer Role:
IT Associate
Company Size:
50M - 250M USD
Industry:
Consumer Goods
Scalable cloud that is best in class for speech and PCI compliant
Omilia has all of the technology to offer best in class conversational natural language interactions. Tuning software for telephony and contact center use cases is something that many vendors have not achieved. But Omilia excels in this space. As someone who has used their competitors technology for decades, their speech recognition accuracy surprised me.
Read More23/10/2025
Reviewer Role:
DIRECTOR OF CUSTOMER SERVICE AND SUPPORT
Company Size:
500M - 1B USD
Industry:
Banking
Productivity Boost with Omilia: Notable Improvement in Work Time
It is a pleasure and productive working relationship with Omilia. One of our main areas of productivity (AHT, total work time) has seen a noticiable improvement thanks to the tools we presently utilize. They are incredibly supportive and detail oriented.
Read More23/10/2025
Reviewer Role:
IT MANAGER
Company Size:
10B - 30B USD
Industry:
Energy and Utilities
Omilia conversational AI - A powerful tool to transform your business needs and CX
Omilia has been a great partner. They have delivered amazing AI solutions that fits our needs. The team that has been working with us are phenomenal and best at what they do. They are customer focused and always come up with innovative solutions that are very helpful to our business.
Read More23/10/2025
Reviewer Role:
Manager, Customer Service and Support
Company Size:
1B - 3B USD
Industry:
Energy and Utilities
Full Technology Ownership by Omilia Enhances IVR Performance and Implementation Success
The Omilia team have been great partners. We have worked closely with them for more than 3 years to develop, build, maintain, and improve our IVR.
Read More22/10/2025
Reviewer Role:
Engineering Manager
Company Size:
10B - 30B USD
Industry:
Banking
Customer-centric vendor that provides cutting edge technology and exceptional customer service
Overall, a very positive experience. Vendor is very receptive to their customer feedback. Good customer service.
Read More22/10/2025
Reviewer Role:
IT Associate
Company Size:
1B - 3B USD
Industry:
Energy and Utilities
Conversational AI Platform Shows Improvements in Customer Satisfaction and Contact Metrics
Omilia has proven to be a strong and collaborative partner in deploying the Omilia IVR solution at our company. Their conversational AI platform has delivered highly effective NLU experience that not only meets but exceeds the legacy system it replaced. The Omilia team brought deep technical expertise and a customer first mindset to the engagement.
Read More22/10/2025
Reviewer Role:
Group Product Manager
Company Size:
<50M USD
Industry:
Travel and Hospitality
Strong Focus on Customization and Client Interests
Omilia is really innovative and is proactive in sharing recommendations about our business application and how we can improve our experiences. They really have our best interest in mind.
Read More13/10/2025
Reviewer Role:
Director of IT
Company Size:
500M - 1B USD
Industry:
Banking Industry
Great product with an even greater future.
Of all the vendor relationships I have had, Omilia has been the most enjoyable to work with. The Omilia team always has an answer to questions I have regarding their platform.
Read More06/10/2025
Reviewer Role:
AVP of Service Center Operations
Company Size:
50M - 250M USD
Industry:
Banking Industry
01/10/2025
Reviewer Role:
Operations
Company Size:
3B - 10B USD
Industry:
Travel and Hospitality Industry
Omilia delivers like a small agile team that keeps us at the top of our space where speed is critical
Omilia has been a crucial partner in helping us scale quickly and more importantly working to build out features, updates, and improvements to our system quickly in a rapidly changing landscape.
Read More01/06/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Customer-Centric Vendor Provides Exceptional Service
Overall, a very positive experience. Vendor is very receptive of their customer feedback. Very good customer service.
Read More24/07/2024
Reviewer Role:
IT Services
Company Size:
10B - 30B USD
Industry:
Banking Industry
Omilia Pushes Boundaries With Advanced Voice Recognition Technology
Every employee of Omilia I came into contact with is proud of their company and wants every engagement to be a successful one.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Build Agile Business Solutions with Omilia
Our overall experience with implementing with the Omilia project team was excellent. They quickly understood our requirements and also offered feedback and potential room for improvement.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
1B - 3B USD
Industry:
Banking Industry
Clients Thrive with High-functioning Network System
Stable network that works great for the self-service of our client's needs. Seamless workflow when changes are needed to update intents
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
Omilia Delivers Superior Support and Quick Deployment
Omilia has gone above and beyond to meet our needs. Our deployment was quick, and the support was excellent.
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
Omilia's IVR provides superior architecture and development tools
We have been very impressed with Omilia's IVR solution and people. Everything from interacting with Omilia staff to requirements gathering and implementation has been exceptional. This IVR was selected due to its AI abilities and so far it has delivered what was promised.
Read More11/07/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Omilia's Highly Efficient Voice Processing and Response Capabilities
Omilia has been very responsive to issues and questions we have had through the entire process.
Read More15/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Energy and Utilities Industry
Omilia Delivers on Complex Use Cases with On-Time Delivery
Omilia teams were able to deliver on complex use cases quickly, helping us meet our delivery schedule. They continue to collaborate closely with our teams on IVR optimizations.
Read More15/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
10B - 30B USD
Industry:
Manufacturing Industry
Omilia's AI: Delivering Enhanced Customer Solutions
Excellent experience. Leveraged Omilia to deliver an improved customer experience.
Read More16/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Travel and Hospitality Industry
Omilia Offers Top-Notch Performance in Initial Market Testing
Omilia has been a great partner from the first POC test to market test.
Read More19/07/2024
Reviewer Role:
Engineering - Other
Company Size:
250M - 500M USD
Industry:
Banking Industry
Revolutionizing Call Center Services Using Machine Learning
Ability to deliver complex use cases with top quality; agility and top speed. Hundreds of out of the box functionalities in the contact center space.
Read More19/07/2024
Reviewer Role:
Product Management
Company Size:
<50M USD
Industry:
Banking Industry
Omilia: Innovatively Adapting to Custom Needs
Omilia has been a great partner for us to date, and has been particularly flexible/accomodating to our unique needs. We have a strong POV/vision of vision for IVR both from customer/business and E2E tech stack perspectives, of which Omilia has been fully aligned and supporting.
Read More29/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
3B - 10B USD
Industry:
Healthcare and Biotech Industry
Omilia is best-in-class
The Omilia team is compiled of experts. They care about the functionality of their product and the success of their clients. I felt valued as a customer.
Read More29/07/2024
Reviewer Role:
Software Development
Company Size:
3B - 10B USD
Industry:
Banking Industry
Omilia's NLU Capability: A Game Changer for Customer Experience
Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.
Read More28/08/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Omilia conversational AI - A powerful tool to transform your business needs and CX
Omilia has been a great partner. They have delivered amazing AI solutions that fits our needs. The team that has been working with us are phenomenal and best at what they do. They are customer focused and always come up with innovative solutions that are very helpful to our business. Omilia team is very adjustable to the time and needs of the customer.
Read More