Insights and updates

Which support calls to automate first, how to measure containment without hurting CSAT, and what a real human handoff looks like.

IVRs route, chatbots type, voice agents talk and act. When each belongs in support—and when a conversational agent should own the call.

Traditional BPOs run on seats and shifts. An AI BPO runs the work with agents. What actually changes, and when a human outsourcer still fits.

An AI contact center runs customer calls with voice agents, not queues of operators. How it differs from a BPO, a CCaaS bot, and an IVR.

Word-error-rate benchmarks vs Google and Speechmatics show why Soniox is Oration's recommended STT for Indian-language voice agents.

CCaaS is managed contact-center workflow. CPaaS is programmable voice. AI agents need both—and the line between them is collapsing.

On-premise PBX systems silently break AI voice performance through ANI gaps, latency, and call ceilings. Here's how to fix it.

Banks spend billions on contact center AI with little return. The problem is process, not tools—backed by McKinsey's 2026 research.

A guide to building and scaling AI voice agents for enterprise contact centers—latency, integrations, governance, and compliance.

Compare Oration, Cognigy, PolyAI, Retell, Genesys, and Bland for enterprise-scale call volumes in 2026.

How to choose a 2026 voice AI platform that handles real call volumes with sub-500ms latency, security, and integrations.

Flows lets you design call structure visually while AI handles the conversation—no code, with IVR, agents, and integrations on one canvas.

Human teams hit an economic wall during call spikes. AI voice agents handle volume with sub-500ms latency while keeping conversations empathetic.

Customers think in their native language under stress. Native multilingual voice AI in 40+ languages beats translation wrappers and IVR menus.

Most voice bots forget context and ignore interruptions. Here's how empathetic AI agents remember callers and handle real-world chaos.

The inner workings of a conversation.

Oration agents handled 21 million conversations in 2025—the year voice AI moved from pilots to production infrastructure.

Oration processed 10 billion OpenAI tokens across 20 million live conversations—proof that AI voice agents are now production infrastructure.

Seven voice UX principles for AI agents that sound natural on the phone—timing, memory, tone, recovery, and how to end a call.

A week-by-week plan to launch 24/7 multilingual AI voice support agents—from defining the use case to a production pilot.

Five retail AI agent use cases that cut support costs, recover carts, and turn post-purchase silence into revenue.

Oration and Deepgram team up on accurate, multilingual speech-to-text so AI voice agents can listen and respond in real time.

Oration is now ISO 27001:2022 certified, SOC 2 Type 2 compliant, and GDPR ready—enterprise security for AI voice agents.

You're spending millions of dollars in optimizing something that's on its way out. Why bother?