Close
Voice Agents
Natural, humanlike voice experiences for engaging phone-based CX that your customers will love.
The highest cost of running a contact centre is the price of contracting and training human agents. But with high call volumes, dissatisfied callers, and escalating costs, it can really hit the bottom line.
With Omilia’s Self-Learning Voice Agents, companies can tackle this issue head-on. Built from the ground up with the standard of Omilia’s technology, they can manage more than 90% of customer interactions, increase first-call resolution, and deliver a human-like, engaging personalized experience. Agents continually optimise in a self-learning loop that discovers ways to automate your call centre. You can deploy voice agents in minutes, a process that used to take months with expensive professional service resources.
Voice Agents are tailored to your needs and reflect your brand’s voice, to cost-effectively deliver a level of service that sets you apart from your competition.
Efficiency and value at the speed of voice
As Voice Agents continually learn from every call center interaction, you get the best of AI and human agents’ service. Deploy, improve, and scale AI Agents in minutes, and with human oversight, you keep full control of what is automated and deployed.
Higher Task Resolution
Customers speak naturally to the Voice Agent, and even if customers switch topics or interrupt during the dialog, it understands what they need and successfully resolves the call, so you can free up agents to deal with more challenging tasks. This same capability is especially valuable in drive-thru voice AI environments, where speed and accuracy matter.
Infinite Scale
Omilia Voice Agents are designed to scale. Unlike other solutions they can handle thousands of concurrent calls.
Designed for complex voice interactions, you can guarantee your contact center provides the exceptional service customers deserve.
Provide Engaging Interactions
Voice Agents understand and disambiguate effortlessly, ensure every customer feels heard and resolve problems quickly. With out-of-the-box, industry-specific models, pre-trained on billions of customer interactions, our Voice Agents provide 96%+ understanding accuracy from day one.
Reduce Wait Times
Voice Agents can recognize multiple action items in a single call and can logically execute the tasks. With self-service that efficiently handles high volumes of routine calls, you can reduce wait times and increase the first-call resolution rate.
Personalize Customer Engagement
Dynamic and context-aware, Voice Agents understand sentiment, past interactions, and customer preferences to adapt in real-time during the call. They tailor their response to create a personalized and engaging experience as unique as your customers are.
“Right out of the gate, our call containment jumped from about 25% to 55%. Customers are engaging with the solution the way we hoped – getting what they need faster.”
The Self-Learning Agentic CX platform includes two types of agents, each with a distinct role. Concierge Agents handle routing by interpreting caller intent in real time and directing every interaction to the right destination. Task Agents handle execution and complete the transaction without a handoff. Together, they eliminate the intent labelling, flow building, and manual retraining that traditional IVR routing and deterministic workflow automation depend on.
Intelligent routing, with zero intents to label
Most routing failures happen before the conversation even begins. Traditional intent-based systems rely on pre-trained, manually labelled intents. When a caller phrases something unexpectedly, mixes two requests, or changes their mind mid-call, the system breaks down.
The Concierge Agent replaces that layer entirely. Using real-time reasoning and contextual awareness, it interprets what each caller actually needs and routes them to the right specialist Agent, with zero-shot routing, no static queues, and no keyword matching. There's nothing to label, nothing to retrain, and no flows to hand-build for every new use case.
The result is fewer misroutes, lower transfer rates, higher first-contact resolution, and a routing layer that's ready the day you launch a new product.
Task Agents execute multi-step workflows to completion – validating data, invoking backend systems, making decisions, and confirming outcomes, without human handoff.
Three Autonomy Tiers, One Architecture
Match the level of AI reasoning to each task: deterministic flows for compliance-heavy work, agentic fallback where deterministic flows fail, or fully autonomous execution across complex multi-system workflows.
Modernise Incrementally
Add Task Agents into existing applications without rebuilding what already works. Agentic Fallback steps in where deterministic flows fall short.
Open-Standard Integration
Connect to any enterprise system via Model Context Protocol (MCP) or REST APIs, including CRM, billing, scheduling, ticketing, and custom backends. No proprietary connectors required.
30/10/2025
Reviewer Role:
Group Product Manager
Company Size:
3B - 10B USD
Industry:
Energy and Utilities
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
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
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
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
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
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 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
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
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
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
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
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 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
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
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
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
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 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
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 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 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
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 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
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 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
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
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 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
