Omilia Cloud Platform
by Omilia
Self-learning agentic voice AI for enterprise contact centers: voice agents, voice biometrics and fraud defense on one platform
Omilia Cloud Platform is a voice-first agentic AI platform that automates customer calls and chats for large, regulated contact centers in banking, insurance, healthcare, utilities and government. It combines voice and chat agents, voice-biometric authentication, anti-fraud screening and live agent assist, so enterprises can contain very high call volumes without stitching together separate vendors.
Omilia Cloud Platform (OCP) is the conversational AI platform from Omilia, a company founded in 2002 that sells voice-first customer-service automation to large enterprises. The platform bundles several agent types: Voice Agents and Chat Agents for self-service, Authentication Agents that verify callers with voice biometrics, TalkGuard for anti-fraud (ANI-spoofing detection, a liveness confidence score every two seconds and dynamic known-fraudster blocklists), CSR CoPilot for real-time assistance to human agents, Workforce AI for quality management, and a dedicated Drive-Thru Voice AI for quick-service restaurants. Conversations are assembled from miniApps, pre-built task-specific dialog components, and a Developer CoPilot guides teams through creating, deploying and tuning agents. Omilia describes the system as self-learning: a closed-loop cycle records every customer and agent interaction and feeds the insights back into the agents, which combine in-house and external LLMs. Deployment options are multi-tenant SaaS, exclusive-tenant SaaS or private cloud with 99.99% uptime SLAs, and out-of-the-box connectors cover Amazon Connect, NICE CXone, Cisco Webex Contact Center, Talkdesk, RingCentral, Avaya and others. In July 2026 it shipped Lexis, a native generative text-to-speech engine with sub-45 ms latency across more than 25 locales that keeps audio inside the platform perimeter and can run as SaaS or on-premise. In August 2026 Omilia raised a $67 million Series B led by Expedition Growth Capital, reporting more than $60 million in live ARR, more than 200 enterprise deployments and customers including Capital One, Discover, RBC, Taco Bell, PSEG and the UK Department for Work and Pensions; one Tier 1 US bank runs more than one million calls a day through it. Gartner placed Omilia as a Visionary in its 2026 Magic Quadrant for Conversational AI Platforms, and Forrester named it a Wave Leader in April 2026.
Heads of contact-center and CX technology at banks, insurers, utilities or public agencies handling millions of voice calls, who need automation that survives PCI, HIPAA and audit review.
Higher call containment at very high concurrency (50,000+ simultaneous voice interactions for a single client), with caller authentication and fraud screening handled inside the same voice flow.
At a Glance
- Category
- Audio & Voice
- Pricing
- Contact for pricing
- Target Market
- CIOs, CTOs, Heads of Customer Experience, Contact Center Leaders
- Deployment
- Cloud-first
- Founded
- 2002
- Headquarters
- United Kingdom
- Customers
- 200+ enterprise deployments
Key Features
- ✓Voice and Chat Agents
Agentic self-service agents that resolve calls and chats end-to-end, including multi-step actions such as taking payments and rescheduling appointments.
- ✓Authentication Agents (voice biometrics)
Verify callers from their voice during natural conversation, cutting handle time spent on security questions and PINs.
- ✓TalkGuard anti-fraud
Detects ANI spoofing from call metadata, scores caller liveness every two seconds and blocks known fraudsters using dynamic blocklists.
- ✓CSR CoPilot and Workforce AI
Real-time assistance for human agents plus AI quality management that scores interactions by task, emotion and resolution success.
- ✓miniApps and Developer CoPilot
Pre-built task-specific dialog components assembled into flows, with a guided CoPilot for building, deploying and improving agents without deep AI expertise.
- ✓Lexis native text-to-speech
Generative TTS with sub-45 ms latency in 25+ locales and custom brand voices, keeping call audio inside the platform perimeter.
- ✓Glass-box auditability
An Agentic Adoption Framework lets compliance teams audit AI behaviour and decisions before agents are allowed into production.
Capabilities
Use Cases
- •High-volume banking IVR
A Tier 1 US bank routes more than one million calls a day through Omilia to contain routine requests without a live agent.
- •Insurance agent assist
A multinational US insurer runs Omilia agent-assist on more than 600,000 calls a day to support human representatives in real time.
- •Drive-thru order automation
Taco Bell uses Omilia voice AI to take orders at more than 890 US drive-thrus across 38 states, handling road noise, accents and mid-order changes.
- •Fraud-resistant caller authentication
Contact centers combine voice biometrics with TalkGuard spoofing and liveness checks to authenticate callers and stop account-takeover attempts before they reach an agent.
Ideal For
Best For
- ✓Tier 1 banks and card issuers automating high-volume IVR calls under PCI-DSS
- ✓Insurers and healthcare organisations that need HIPAA-compliant voice self-service and agent assist
- ✓Contact centers replacing PIN and knowledge-based authentication with voice biometrics and fraud screening
- ✓Quick-service restaurant chains automating drive-thru order-taking at national scale
- ✓Public-sector and utility contact centers with multilingual, high-concurrency call volumes
Not Ideal For
- ✗Small and mid-size businesses that want self-serve sign-up and published pricing: Omilia sells custom enterprise contracts and lists no prices.
- ✗Teams whose need is mainly text chat or email support automation; the platform's depth, reference customers and recent investment are voice-first.
- ✗Buyers who want a vendor with established US on-the-ground presence today: Omilia is only opening its first US office in the second half of 2026.
Deployment
Market & Ratings
200+ enterprise deployments
Market Analysis
Pros
- ✓Proven at very high volume: over one million calls a day for a single Tier 1 bank
- ✓Deep regulated-industry compliance posture (PCI-DSS, HIPAA, SOC 2 Type II, ISO 27001)
- ✓Broad out-of-the-box CCaaS, CRM and telephony integrations
- ✓Analyst recognition: Gartner Magic Quadrant Visionary 2026 and Forrester Wave Leader 2026
Cons
- ✗No published pricing or self-serve tier; procurement is a custom enterprise negotiation
- ✗Limited US on-the-ground presence until its first US office opens in the second half of 2026
- ✗Gartner rates it a Visionary rather than a Leader, i.e. weaker on ability to execute than the largest platform vendors
- ✗Drive-thru voice AI remains reputationally risky: Restaurant Dive reports Taco Bell had to slow and rethink voice-AI deployment in 2025 after customer complaints and prank orders, before its 2026 expansion with Omilia
Pricing
Enterprise
Contact for pricing
- ✓Voice, chat, authentication and anti-fraud agents
- ✓Multi-tenant, exclusive-tenant SaaS or private cloud
- ✓99.99% uptime SLAs
- ✓Lexis TTS activated via account team
Omilia publishes no list pricing; every deal is a custom enterprise contract. Its lead investor cites cost predictability as a differentiator, but the metering basis (per call, per minute or per agent) is not disclosed publicly, and existing customers activate add-ons such as Lexis through their Omilia account team.
Security & Compliance
Sources
This page was written from 9 sources, 5 on domains other than omilia.com.
- 1.omilia.com — omilia secures 67 million in series b funding to accelerate vendor
- 2.omilia.com — platformvendor
- 3.omilia.com — integrationsvendor
- 4.omilia.com — about usvendor
- 5.cmswire.com — omilia raises 67m series b for voice ai push
- 6.restaurantdive.com — 824564
- 7.customerservicemanager.com — omilia unveils lexis a native generative tts engine for ente
- 8.theaiinsider.tech — omilia secures 67m in series b funding to accelerate global
- 9.pulse2.com — omilia raises 67 million series b to expand agentic customer
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