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Voice AI: Build or buy? How to choose the right solution for your contact center

Balancing efficient service with personalized attention to individual customer needs is a common challenge for contact centers.

A new generation of voice assistants offers a solution, enabling excellent customer experience at scale. However, with many vendors offering similar products, deciding how to buy voice AI can be challenging.

This guide simplifies the voice AI landscape, covering essential technology, resources, and purchasing options to help you deliver exceptional customer experiences.

What you'll find in this guide

Guidance on whether to build a customer voice AI solution in-house or purchase from various vendors including cloud providers, CCaaS providers, omnichannel platforms, of specialist voice platforms.

Insights into the skills, resources, and risks associated with different approaches to deploying voice AI, along with the potential impact on cost, quality, and time-to-value.

An evaluation of different vendor categories, their strengths and weaknesses, and how they align with specific business needs for implementing voice AI in contact centers.

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