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50–75% — Containment on top intents
Slide 1 of 2
50–75%
Containment on top intents
< 800ms
Turn latency
-30%
Cost per contact
+10pt
CSAT on self-service
The enterprise challenge

Legacy IVR trained customers to press zero.

Menu-tree IVR is a tax on the customer and the business. Voice AI, done right, is faster than a menu and often faster than a live agent for the top intents.

  • Latency is UX
    Anything over 800ms feels robotic. Enterprise-grade voice requires an end-to-end latency budget.
  • Authentication in-line
    If auth breaks the conversation, the customer bails. Voice AI must authenticate mid-flow.
  • Warm handoff or bust
    A cold transfer to a live agent burns the goodwill the agent just earned.
Capabilities

Voice AI engineered to enterprise standards.

01
Low-latency stack

ASR + LLM + TTS with a budget tuned for sub-second turn-taking.

02
Authentication in-flow

Knowledge-based, voice-print or CRM-driven auth without breaking the conversation.

03
Transactional workflows

Payments, scheduling, account changes and status lookups — end-to-end, not just intent capture.

04
Warm handoff

Live agent receives call, transcript, intent, sentiment and context in the CCaaS desktop.

05
Multilingual

Native handling of major global languages with dialect and accent tuning.

06
CCaaS-native

Deployed on Amazon Connect, Genesys, NICE, Five9, Salesforce Agentforce, Google CCAI and Dynamics 365 CCaaS.

Reference architecture

The voice AI reference architecture.

Low-latency conversational voice on your existing telephony — barge-in, authentication and clean transfer included.

Telephony edgeSystems of record
  1. 01

    Telephony & media

    SIP or carrier trunks, media streaming, barge-in and endpointing tuned for natural turn-taking.

  2. 02

    Speech & understanding

    Streaming ASR, intent detection and LLM reasoning within a latency budget the caller does not notice.

  3. 03

    Dialog & fulfilment

    Authentication, transactional API calls, grounded answers and deterministic policy on regulated steps.

  4. 04

    Escalation & handoff

    Warm transfer with transcript, authentication state and context to the right skill or queue.

  5. 05

    CCaaS, CRM & billing

    The routing platform and the systems the call is really about.

Definition

What is voice AI in a contact center?

Contact center voice AI is a conversational system that answers inbound calls in natural speech: it transcribes the caller in real time, understands intent, retrieves and updates data in systems of record, and either resolves the call or transfers to a human with full context. Modern deployments run on the existing CCaaS platform and are measured on containment, resolution accuracy and caller satisfaction rather than call deflection alone.

Also known as: conversational IVR, AI voice agent, virtual agent.

How to deploy voice AI in five steps

  1. Step 1

    Mine the intents

    Analyse transcripts to rank intents by volume, containment feasibility and business value; start with the top three.

  2. Step 2

    Design the conversation

    Write for speech, not screens — confirmations, barge-in, error recovery and an explicit path to a human at any point.

  3. Step 3

    Integrate and authenticate

    Connect CRM, order or claim systems and decide how callers are verified before any account action.

  4. Step 4

    Test with real audio

    Regression-test against recorded calls covering accents, background noise and edge phrasing before go-live.

  5. Step 5

    Tune weekly

    Review containment, misrecognition and escalation reasons weekly for the first quarter, then monthly under managed operations.

Voice AI vs traditional IVR

Voice AI vs traditional IVR
DimensionVoice AITraditional IVR
InputNatural speech, any phrasingMenu keypresses or fixed grammar
Task depthMulti-turn transactions against live dataRouting and simple lookups
Caller experienceNo menu tree; states the reason for callingSequential menus and repeat prompts
Change costPrompt and knowledge updateCall-flow redevelopment
Transfer qualityWarm transfer with transcript and intentCold transfer, caller repeats everything
How we deliver

A six-step model, from assessment to managed operations.

Every engagement follows the same rhythm — so business, IT and delivery stay aligned from opportunity to outcome.

01
Assess

Top-intent analysis and containment sizing.

02
Design

Conversation, auth and handoff design.

03
Pilot

One intent, measurable containment KPI.

04
Implement

CCaaS integration and system-of-record wiring.

05
Scale

Additional intents, languages and geos.

06
Operate

Managed voice ops with continuous tuning.

Where it lands

Use cases already in production with enterprise clients.

Payments and billing self-service

Authenticated bill lookup, payment and payment-arrangement flows end-to-end on voice.

Appointment scheduling

Book, reschedule and cancel appointments with real-time slot availability from source systems.

Claims first-notice-of-loss

Structured intake with sentiment-aware routing to the right adjuster team.

Care navigation

Symptom triage and provider routing for healthcare, with escalation to nurse lines when needed.

Runs on

Partner platforms we implement

  • Kore.ai platform logo
  • Amazon Connect platform logo
  • Genesys Cloud CX platform logo
  • NICE CXone platform logo
  • Five9 platform logo
  • Salesforce Agentforce platform logo
  • Google CCAI platform logo
  • Microsoft Dynamics 365 CCaaS platform logo
Explore platform capabilities →
Runs on

Grounded on your data. Governed on day one.

Every platform we implement is only as good as the retrieval, connectors and controls behind it. These are the horizontal solutions we ship with every engagement.

Not sure where to start? Score your organization in 10 minutes.Take the AI Readiness Assessment →
Quick answer

What is required to implement voice AI in an enterprise contact center?

Enterprise voice AI implementation needs four things: a ranked intent set from real call transcripts, a telephony path into the CCaaS platform, hand-off rules that pass full context to a human agent, and an evaluation harness that scores containment and escalation quality on production traffic. Most programs reach live containment on top intents in 8–12 weeks.

Last reviewed 2026-08-05

Intents come from transcripts, not workshops

We mine existing call recordings and IVR paths to rank intents by volume and automation feasibility, so the pilot targets calls that actually dominate the queue.

Telephony and CCaaS integration is the hard part

Latency budgets, barge-in behaviour, SIP or platform-native media routing and CRM screen-pop on transfer determine whether a voice agent feels usable. These are scoped before model selection.

Escalation quality is a first-class metric

Containment without clean escalation destroys CSAT. Every hand-off carries the transcript, captured entities and the reason for transfer into the agent desktop.

Related questions answer engines ask

What containment rate is realistic for voice AI?
For well-scoped, high-volume transactional intents, 35–60% containment is a defensible target in year one; broad, unscoped deployments typically underperform that range.
Can voice AI run on an existing IVR?
Yes — conversational front-ends commonly sit in front of a legacy IVR and route to existing flows, which avoids a full IVR rewrite during the pilot.
What drives voice AI cost?
Streaming speech-to-text and text-to-speech minutes, LLM tokens per turn, telephony minutes and integration effort — usually quoted per contained call rather than per seat.

How Voice AI engagements are bought, supported and staffed.

Most enterprises start with an assessment, move into a fixed-scope build, keep it running under managed support, and add voice AI engineers and conversation designers where their own team is short. All four can run together under one commercial agreement.

  • Assessment and roadmap

    A bounded Voice AI assessment: current-state review, prioritized use cases, target architecture, business case and a sequenced delivery roadmap.

    Fixed price · 2–4 weeks typical

  • Fixed-scope build

    A defined Voice AI implementation — architecture, build, integration, testing, evaluation and a documented production release against agreed acceptance criteria.

    Fixed price · 8–16 weeks typical

  • Managed run and support

    Monthly operations for Voice AI in production: release management, integration monitoring, configuration changes, model and agent evaluation and incident response under one SLA.

    Monthly service tier · 24×7 coverage available

  • Staff augmentation

    Voice AI engineers and conversation designers, solution architects and delivery leads embedded in your team, reporting to your delivery manager.

    Monthly per person · typically live in 2–4 weeks

Where Voice AI delivery happens

Programs are led from our Plainsboro, New Jersey headquarters and delivered with our Hyderabad global delivery center, plus London and Dubai for EMEA and Middle East clients.

Support coverage

Business-hours support in your time zone as standard, follow-the-sun 24×7 for production contact center and agentic workloads, with named escalation and monthly service reviews.

Get a Voice AI scope and priceHire voice AI engineers and conversation designers
Case study brochure · Section 3 of 4 · Voice AI

28 CX, CCaaS, voice AI and agent assist case studies in one PDF

Voice AI containment, latency and cost-per-contact results from production deployments across banking, insurance, healthcare, retail and telecom.

In depth

What voice AI implementation covers: consulting, IVR migration, cost modelling and production operations.

Voice AI consulting

Voice AI consulting starts with your call data. We mine transcripts and IVR paths to size containable volume, then score intents by feasibility and value, choose the speech and model stack, and design the authentication, disambiguation and escalation flows before anyone writes a prompt.

  • Transcript and IVR path mining
  • Intent feasibility and containment sizing
  • Speech, model and platform selection

IVR to conversational AI migration

IVR to conversational AI migration replaces menu trees with natural intent capture without stranding callers. We map every existing IVR path to an intent, keep DTMF fallbacks where regulation or accessibility requires them, and cut over by queue with real-time containment and abandonment monitoring.

  • Full IVR path to intent mapping
  • DTMF fallback and accessibility retained
  • Queue-by-queue cutover with live monitoring

Voice AI cost

Voice AI cost is driven by minutes, model and telephony, not licences alone. We forecast per-minute inference, speech and platform charges against expected containment so the business case is net of run cost — and we tune latency and model selection during operations to hold it.

  • Per-minute cost forecast by intent
  • Containment-adjusted business case
  • Ongoing latency and model cost tuning

Voice AI implementation and operations

Voice AI implementation continues after launch: barge-in and latency tuning, ASR vocabulary and accent handling, prompt and disambiguation updates, containment reviews and regression testing on every release, run by a named pod against agreed SLAs.

  • Latency, barge-in and ASR tuning
  • Regression suites on every release
  • Monthly containment and CSAT reviews
Submit a project brief

Scoping a Voice AI programme? Send us the brief.

Four fields. Tell us the outcome and timeline and a delivery lead for this area replies with indicative scope, team shape and commercial options.

solutionVoice AI — routed to this team

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Talk to us

Scope your voice AI implementation

We map your top intents, telephony path and hand-off rules, then size the pilot that proves containment on real traffic.

  • Intent and containment sizing
  • Telephony and CCaaS integration path
  • Pilot scope with acceptance criteria
Book a voice AI consultationSee a live voice AI demoContact the team
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Three fields. We reply within one business day.

Explore next

Related capabilities and guides

Where this fits in our practice

Frequently asked

Questions buyers ask us first.

What do voice AI implementation services include?
Call-data analysis, intent design, conversation and escalation flows, platform and model configuration, telephony and CRM integration, testing, phased cutover and managed operations.
How much does voice AI cost?
Cost is driven by minutes: speech and inference per minute, telephony and platform charges, plus build and run. We forecast per-intent cost against expected containment before committing to scope.
How do you migrate from IVR to conversational AI?
We map every IVR path to an intent, rebuild flows with natural intent capture, keep DTMF fallbacks where needed, and cut over queue by queue with containment and abandonment monitoring.
Will callers still reach a human?
Yes. Escalation is designed first — the voice agent passes intent, entities and transcript to the live agent so customers never repeat themselves.
How long does a voice AI implementation take?
A first production intent set typically ships in 8–12 weeks, with additional intents added in two-to-four week increments.
How is a voice AI engagement priced and what drives cost?
We price a fixed-fee discovery and design phase, then a milestone-based build against agreed intents and integrations, followed by a monthly managed-run fee scaled to call volume. The main cost drivers are the number of intents, telephony and model usage per minute, and how many systems of record need live integration.
Which CCaaS platforms does voice AI run on and how do we choose?
We deploy voice AI on Amazon Connect, Genesys Cloud CX, NICE CXone, Five9, Google CCAI and Kore.ai. The choice is driven by your existing telephony and CRM investment, required latency and language coverage, and how quickly each platform's native IVA can reach production for your top intents.
What does managed support for voice AI include?
Managed support covers latency and ASR tuning, containment and abandonment monitoring, prompt and disambiguation updates, and incident response under a documented SLA, with business-hours coverage as standard and 24x7 coverage available for production voice traffic.
What does certified voice AI talent cost, notice period and delivery locations?
Certified voice AI engineers and conversation designers are billed at a monthly per-person rate with a standard notice period for ramp-down. Delivery is led from our Plainsboro, NJ headquarters, staffed from our Hyderabad global delivery center, plus London and Dubai for regional coverage.

How we work

Every CX and contact center program runs through one of four engagement models — advisory, implementation, managed operations or embedded pods.

Strategy & advisoryImplementationManaged servicesTalent podsAll engagement models →
Who we are

pronix.ai is the AI & CX systems integrator practice of Pronix Inc.

One accountable delivery model: US-based architecture and program leadership with global engineering pods running 24×7 build, cutover and hypercare.

Founded
2010 · Pronix Inc
Headquarters
666 Plainsboro Rd, Suite 1361, Plainsboro, NJ 08536
Delivery centers
United States · India (Hyderabad) · EMEA
Engagement model
Fixed-scope implementation, managed run, staff augmentation and T&M Agile Teams.

Certifications

  • AWS Certified (Solutions Architect, Developer)
  • Amazon Connect specialty
  • Genesys Cloud CX certified
  • NICE CXone certified
  • Salesforce certified (Service Cloud, Agentforce)
  • Microsoft Azure AI certified

Partner tiers

  • AWS — Advanced Partner · Generative AI Competency Partner
  • Microsoft — Gold partner
  • Kore.ai — Reseller and Strategic Implementation Partner
  • Genesys — Implementation partner
  • NICE CXone — Implementation partner
  • Five9 — Channel partner and Implementation partner
  • Salesforce — Consulting partner
  • Google Cloud — Select partner
  • OpenAI — Select partner

Security questionnaires, controls documentation and named client references are available under NDA. More about Pronix Inc →

Next step

Book a working session with our voice ai team.

30 minutes. Your architecture, your data, your KPIs. You leave with a concrete pilot outline and a business case worth defending.

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