AI agents for voice ai for contact centres / conversational ivr replacement
LLM-driven voice agents that handle phone calls, replacing menu-tree IVR and tier-1 phone queues. 8 options, compared on what they integrate with and how much a person still has to do.
What buyers actually decide on
- How the vendor defines 'resolution' (contains vs. verified outcome vs. no-recontact) and whether that definition is auditable
- Whether pricing is truly outcome-based (charged only on success) vs. per-conversation/interaction regardless of outcome
- CRM/helpdesk system-of-record integration depth (Zendesk, Salesforce, Intercom, Freshdesk)
- Omnichannel coverage (chat, email, voice, SMS) vs. single-channel