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Drive customer delight, operational efficiency and rapid time to value with Agentic Customer Experience
Omilia’s Self-Learning Agentic CX Agents improve themselves with every interaction. They learn from every customer conversation, whether it’s handled by AI or a human agent, using real outcomes like resolution success, corrections made by agents, and customer feedback.
The result is a customer experience that becomes more accurate, faster to resolve issues, and more personalized over time – without added operational effort.
AI observes and records every customer and agent interaction, generating insights into what customers ask, how agents respond, and what drives successful outcomes.
Advanced analytics classify and score interactions across dimensions like task, emotion, and resolution success. The system identifies what works — and where improvement is needed — pinpointing the best opportunities for automation or optimization.
AI automatically generates and improves conversational agents using proven examples from real interactions. It can build new knowledge bases, retrieve information from documents or APIs, and design dialogue flows for both informational and transactional tasks. Human experts can review and refine suggestions before launch.
Before going live, agents are tested with real and simulated conversations — even replaying historical data to predict performance. The AI measures success against real agent outcomes, tuning itself to maximize accuracy and satisfaction.
Once validated, the new or optimized agents are deployed to production under human supervision. From then, every real-world interaction fuels the next round of improvement — keeping the system perpetually evolving.
AI Agents that provide human-like understanding to engage customers.
Our advanced speech recognition and reasoning engine delivers over 95% understanding accuracy -comparable to, and in some cases exceeding, that of a human listener. Our Service and Security Agents provide human-like understanding to engage customers and achieve over 90% task completion rate.
A single platform enables omnichannel conversational experiences.
Provide service across your customers’ channel of choice, either voice, chat, messaging apps, mobile apps or smart speakers. Enhance the customer experience with the flawless integration of rich, interactive, multi-modal applications and make the most of text, graphical, touch, and voice interfaces.
Easily integrate with your CCaaS solution at the click of a button, for quick deployment.
The platform provides out-of-the-box integrations at the click of a button with NICE CXone, RingCentral, Genesys Cloud CX™, Amazon Connect, Talkdesk and Lifesize CXengage. It also includes predefined integrations with Microsoft Dynamics 365, Salesforce, and SAP for easy interoperability.
Built with flexible deployment options to support high availability and performance demands and effortlessly scale to millions of calls a day.
Have full control to tailor the set-up to fit your specific requirements with either Multi-Tenant, Exclusive-Tenant SaaS or Private Cloud models. Opt for a fully managed service or we provide you all the tools to build and manage your own deployment.
Take full control over self-learning agentic implementations with Omilia’s Agentic Adoption Framework and its fully transparent ‘glass box’ and human-in-the-loop design.
With 99.99% uptime SLAs to securely and reliably support high availability and performance demands, you have the peace of mind to efficiently handle millions of complex interactions, meet spikes in demand, and scale your business.
Complies with the most robust data privacy and security standards to guarantee your regulatory adherence and data sovereignty.
Data protection and cyber security are at the core of the platform. You have full control of your data privacy and security as we ensure data sovereignty, no third-party sharing and real-time redaction.
Security certifications include PCI-DSS, AICPA SOC 2 Type II, ISO/IEC 27001:2013 and UK NCSC CyberEssentials, and we comply with regulations and standards including EU GDPR, UK GDPR, CCPA, and HIPAA.
Reduce fraud risk and prevent malicious attacks from breaching your contact center.
Our multi-layered anti-fraud solutions include Passive Voice Biometric Verification and Enrollment, Liveness Detection, Blocklisting, Speaker Change Detection and ANI Spoofing Risk Analysis.
Instead of relying on manual tuning or periodic retraining, the Omilia platform continuously adjusts how it understands requests, routes conversations, and responds - so performance improves day by day.
Service Agents, Security Agents, and CSR Copilot combine AI insights with human input in a continuous learning cycle. When a human or AI agent corrects, escalates, or improves an interaction, the system learns from it automatically and makes suggestions for improvement that are reviewed by a human
Design and deploy CX Agents in minutes, with +96% understanding and reasoning accuracy on day one, without coding or AI expertise.
Our Developer CoPilot guides you through creating, deploying and improving your AI agents. It ingests and analyzes customer service data in seconds to uncover more opportunities for task automation.
Out-of-the-box models and dialog flow logic for tasks such as industry-specific intelligent routing, numeric and alphanumeric capture and more.
Flexibility to tailor the platform to reflect your unique brand and full control to develop and manage it yourself, at your own pace.
Our ready-to-use applications, flexible architecture, and robust APIs give you the power to quickly and easily implement Omilia into your environment.
Increase customer satisfaction and NPS scores, improve employee satisfaction, increase upsell and reduce agent turnover.
Powered by Agentic AI, trusted external and in-house LLMs.
Omilia can be integrated directly with your business, external applications or, devices.
We bring AI to your favourite platform so you can meet your customers in the channel they use every day. Omilia integrates with the biggest CCaaS providers and messaging platforms to make your Go-Live as quick as clicking a button.
Don’t see your language here?
We can build and support a new language in as little as 2 months.
30/10/2025
Reviewer Role:
Group Product Manager
Company Size:
3B - 10B USD
Industry:
Energy and Utilities
Omilia demonstrated a strong commitment to partnership. Their team took the time to understand our business goals and technical landscape. The implementation process was smooth with clear milestones, proactive communication, and a collaborative approach that made complex integrations feel manageable.
Read More29/10/2025
Reviewer Role:
Director of Operations
Company Size:
250M - 500M USD
Industry:
Banking
The Omilia team is eager to ensure our application is capturing the best possible customer experience!
Read More29/10/2025
Reviewer Role:
SR. MANAGER
Company Size:
3B - 10B USD
Industry:
Banking
Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.
Read More28/10/2025
Reviewer Role:
Software Development Manager
Company Size:
30B + USD
Industry:
Banking
Omilia Professional Services has gone above and beyond to help us achieve our goals. The platform has also given us a footing to deliver outstanding customer experiences. I'm very excited by Omilia's product roadmap, which gives me a lot of hope for the future of voice servicing.
Read More24/10/2025
Reviewer Role:
IT Associate
Company Size:
50M - 250M USD
Industry:
Consumer Goods
Omilia has all of the technology to offer best in class conversational natural language interactions. Tuning software for telephony and contact center use cases is something that many vendors have not achieved. But Omilia excels in this space. As someone who has used their competitors technology for decades, their speech recognition accuracy surprised me.
Read More23/10/2025
Reviewer Role:
DIRECTOR OF CUSTOMER SERVICE AND SUPPORT
Company Size:
500M - 1B USD
Industry:
Banking
It is a pleasure and productive working relationship with Omilia. One of our main areas of productivity (AHT, total work time) has seen a noticiable improvement thanks to the tools we presently utilize. They are incredibly supportive and detail oriented.
Read More23/10/2025
Reviewer Role:
IT MANAGER
Company Size:
10B - 30B USD
Industry:
Energy and Utilities
Omilia has been a great partner. They have delivered amazing AI solutions that fits our needs. The team that has been working with us are phenomenal and best at what they do. They are customer focused and always come up with innovative solutions that are very helpful to our business.
Read More23/10/2025
Reviewer Role:
Manager, Customer Service and Support
Company Size:
1B - 3B USD
Industry:
Energy and Utilities
The Omilia team have been great partners. We have worked closely with them for more than 3 years to develop, build, maintain, and improve our IVR.
Read More22/10/2025
Reviewer Role:
Engineering Manager
Company Size:
10B - 30B USD
Industry:
Banking
Overall, a very positive experience. Vendor is very receptive to their customer feedback. Good customer service.
Read More22/10/2025
Reviewer Role:
IT Associate
Company Size:
1B - 3B USD
Industry:
Energy and Utilities
Omilia has proven to be a strong and collaborative partner in deploying the Omilia IVR solution at our company. Their conversational AI platform has delivered highly effective NLU experience that not only meets but exceeds the legacy system it replaced. The Omilia team brought deep technical expertise and a customer first mindset to the engagement.
Read More22/10/2025
Reviewer Role:
Group Product Manager
Company Size:
<50M USD
Industry:
Travel and Hospitality
Omilia is really innovative and is proactive in sharing recommendations about our business application and how we can improve our experiences. They really have our best interest in mind.
Read More13/10/2025
Reviewer Role:
Director of IT
Company Size:
500M - 1B USD
Industry:
Banking Industry
Of all the vendor relationships I have had, Omilia has been the most enjoyable to work with. The Omilia team always has an answer to questions I have regarding their platform.
Read More06/10/2025
Reviewer Role:
AVP of Service Center Operations
Company Size:
50M - 250M USD
Industry:
Banking Industry
01/10/2025
Reviewer Role:
Operations
Company Size:
3B - 10B USD
Industry:
Travel and Hospitality Industry
Omilia has been a crucial partner in helping us scale quickly and more importantly working to build out features, updates, and improvements to our system quickly in a rapidly changing landscape.
Read More01/06/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Overall, a very positive experience. Vendor is very receptive of their customer feedback. Very good customer service.
Read More24/07/2024
Reviewer Role:
IT Services
Company Size:
10B - 30B USD
Industry:
Banking Industry
Every employee of Omilia I came into contact with is proud of their company and wants every engagement to be a successful one.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Our overall experience with implementing with the Omilia project team was excellent. They quickly understood our requirements and also offered feedback and potential room for improvement.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
1B - 3B USD
Industry:
Banking Industry
Stable network that works great for the self-service of our client's needs. Seamless workflow when changes are needed to update intents
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
Omilia has gone above and beyond to meet our needs. Our deployment was quick, and the support was excellent.
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
We have been very impressed with Omilia's IVR solution and people. Everything from interacting with Omilia staff to requirements gathering and implementation has been exceptional. This IVR was selected due to its AI abilities and so far it has delivered what was promised.
Read More11/07/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Omilia has been very responsive to issues and questions we have had through the entire process.
Read More15/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Energy and Utilities Industry
Omilia teams were able to deliver on complex use cases quickly, helping us meet our delivery schedule. They continue to collaborate closely with our teams on IVR optimizations.
Read More15/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
10B - 30B USD
Industry:
Manufacturing Industry
Excellent experience. Leveraged Omilia to deliver an improved customer experience.
Read More16/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Travel and Hospitality Industry
Omilia has been a great partner from the first POC test to market test.
Read More19/07/2024
Reviewer Role:
Engineering - Other
Company Size:
250M - 500M USD
Industry:
Banking Industry
Ability to deliver complex use cases with top quality; agility and top speed. Hundreds of out of the box functionalities in the contact center space.
Read More19/07/2024
Reviewer Role:
Product Management
Company Size:
<50M USD
Industry:
Banking Industry
Omilia has been a great partner for us to date, and has been particularly flexible/accomodating to our unique needs. We have a strong POV/vision of vision for IVR both from customer/business and E2E tech stack perspectives, of which Omilia has been fully aligned and supporting.
Read More29/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
3B - 10B USD
Industry:
Healthcare and Biotech Industry
The Omilia team is compiled of experts. They care about the functionality of their product and the success of their clients. I felt valued as a customer.
Read More29/07/2024
Reviewer Role:
Software Development
Company Size:
3B - 10B USD
Industry:
Banking Industry
Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.
Read More28/08/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Omilia has been a great partner. They have delivered amazing AI solutions that fits our needs. The team that has been working with us are phenomenal and best at what they do. They are customer focused and always come up with innovative solutions that are very helpful to our business. Omilia team is very adjustable to the time and needs of the customer.
Read More
