Contact Center Automation Trends 2025: AI, Voice & Omnichannel Guide

American Standard’s AI agents streamlined the home remodeling journey by responding instantly to every homeowner inquiry, capturing demand in real time, and creating a faster, more seamless path from interest to installation.

5 proven ways AI agents improve contact center productivity. Learn how top teams reduce average handle time, boost FCR, and scale without adding headcount.

How to build an AI agent that balances empathy with control, and drives real results in production.

Now, you can embed Chat AI directly into your site, providing customers with dynamic, contextual responses that move them toward a decision.

At the AI Summit New York, Regal Director of Product & Product Marketing, Yael Goldstein shared how enterprise organizations are moving beyond theory to deploy Voice AI agents that transform customer experiences.

WebRTC Voice enables real-time voice conversations: instead of dialing phone numbers or switching applications, customers can enable voice conversations directly in your website widget.

In this fireside chat, Regal Co-Founder & CEO Alex Levin sits down with Kin Insurance’s Austin Ewell and a360inc’s Henry Davidson to share how their organizations are using AI agents to transform outreach, customer experience, and operational efficiency. They discuss real-world deployments—from qualification and human agent handoffs to complex negotiation workflows—break down the results, and offer practical guidance for leaders adopting AI agents at scale.

See how a360inc automated notary outreach and negotiation with Regal’s AI Agent, cutting costs by 80%, saving money on bid collection, and boosting coverage with unlimited outreach, structured negotiations, and reliable data capture.

Learn about the difference between single-state and multi-state AI agents, and how each impacts speed, scale, and reliability. Discover when simplicity is enough and when enterprise workflows demand structured orchestration, so you can choose the right design for your use case.

Trace the evolution of AI agents, from scripted chatbots to IVR systems to single-state GenAI, and now to multi-state agents that unlock true end-to-end orchestration at scale.

See how to test AI Voice Agents in Regal with simulation-based suites, manual checks, and end-to-end validations. Ensure logic, voice, and telephony all perform reliably so every deployment scales with confidence.

Discover how you can use Simulations to evaluate scenario-specific conversational flows that pinpoint AI Agent failures before launch. Speed up regression testing, validate prompts, knowledge bases, and custom actions at scale, and deploy reliable AI Agents with confidence.

Apple’s iOS 26 introduces new call-screening controls that will reshape outbound performance. This guide explains what’s changing, how adoption may impact enterprise contact centers, and the proactive steps leaders can take now to protect answer rates and customer trust.

Learn how to maintain a clean, reliable RAG system for AI Agents. Discover best practices for structuring source docs, chunking content, titling for retrieval, avoiding redundancy, and keeping knowledge bases fresh to ensure accurate, scalable performance.

Regal’s Custom AI Analysis transforms post-call transcripts into actionable, structured data points, so you can personalize follow-ups, analyze trends in-aggregate, and scale improvements across every interaction.

If you missed our H2 Roadmap Reveal, here are the biggest takeaways, including real customer wins and a preview of what’s coming in the second half of the year.

Master context engineering by choosing the right method for AI agent knowledge—prompts for behavioral control, RAG for long-form, unstructured data, and custom actions for precise lookups.

Lessons from the frontlines on how to build AI Voice Agent-ready APIs.

This article outlines the core characteristics that influence how voice AI is perceived on live calls. From mechanical traits like speed and volume, to more emotional and conversational behaviors, we’re going to look at what those characteristics mean, why they matter, and how they impact your bottom line.

Learn how to configure your AI Voice Agent for real performance. This guide covers the most important voice settings in Regal, what ranges top brands use in production, and how adjusting speed, tone, and responsiveness impact cost, containment, and overall customer experience.

Discover how you can now staff Regal’s progressive dialer with AI Voice Agents—to run high-volume outbound campaigns with smarter pacing, instant call connection, and voicemail detection—boosting efficiency and eliminating abandoned calls.

Learn how to use SIP headers with Regal AI Voice Agents to personalize routing, enrich transfers, and integrate with your existing telephony stack—no backend changes required.

Discover how Regal's AI Agent Builder lets enterprises create and deploy custom Voice AI Agents without code, integrate with existing systems, and scale workflows to deliver human-like customer interactions at scale.

Discover how AI appointment setter technology is being adopted by enterprises in industries like healthcare, insurance, and education as a strategic advantage for scaling operations and improving customer satisfaction.

The best customer experiences are seamlessly omnichannel. In this guide, see how Regal enables seamless, AI powered omnichannel support across voice and SMS.

New TCPA updates require interpreting opt-out intent and suppressing outreach across all channels. See how you can use Regal's AI Decision Node to stay compliant.

Learn how to design AI phone agents that prevent frustration, earn trust, and actually help customers—by getting the voice, logic, and data right from the start.

With the right design and controls, AI agents can be built to deliver empathetic, human-like interactions for all of your routine contact center interactions.

You're not crazy for worrying about AI crashing out of the blue. Here, see why you shouldn't concern yourself over that happening.

Discover how AI Agents vs. Answering Services stack up and why modern businesses are replacing outdated systems with emotionally intelligent, revenue-driving AI voice agents.

Wondering about the true cost of AI Agents? Discover how Regal’s AI Agents compare to human labor and why the cost of implementing AI Agents delivers scalable, predictable ROI.

See why leading companies trust Regal’s AI Agents for better conversations, real outcomes, and HIPAA-compliant customer experiences.

Introducing Regal's AI Decision Node—a new way to auto-route contacts in journeys based on the context of each customer interaction.

Worrying that an AI agent will take too long to respond is not a valid reason not to adopt AI. Here, we'll show you why.

Automate follow-ups, reduce delinquencies, and boost ROI with AI Collections. Discover how Regal’s AI Agents are changing the future of loan servicing.

Discover how AI-based workflow automation and customer journey automation can streamline operations, personalize customer interactions, and boost revenue.

The more lines of communication you open with your customers, the more likely you’re starting the conversation on the right foot. Regal helps you unlock a more unified customer experience in a matter of days. See how.

It’s critical for call center managers to understand how their power dialers work and to measure if they’re performing as intended. With Regal’s new Predictive Dialer, You can do just that, and much more.

Explore 8 powerful AI Agent use cases for home service companies that drive speed, increase capacity, and create predictable, high-converting customer workflows.

Discover how healthcare AI Agents are transforming patient engagement from intake to billing. See 8 powerful use cases driving higher adherence, faster scheduling, and better outcomes.

Discover the game-changing benefits of AI in insurance. Learn how AI Agents improve customer experience, reduce costs, and boost efficiency in claims processing, underwriting, and customer interactions.

Discover effective strategies for phone number inventory management and learn how to maintain a stellar phone number reputation. Explore best practices, expert insights, and innovative solutions to optimize your communication operations.

Not everyone gets excited about buying insurance. Learn how AI Agents improve the experience for policyholders, bring down your cost to serve, improve your response times, and help you get rid of the hold music for good.

AI Agents for Education are transforming student engagement—boosting enrollment, improving retention, and making support more human. Discover 8 game-changing use cases that free up your staff while delivering better student outcomes.

Many contact center leaders still wander through customer journeys as if they're in the Land of Oz. Dive in to see why and how A/B testing is your shortcut to unlocking provably, repeatably, and scalably better CX.

Regal is officially one of Forbes America’s Best Startup Employers 2025, ranking #164 out of 500. This recognition is a testament to our incredible team, our innovative work culture, and our unwavering commitment to advancing AI technology.

AI in education is helping to streamline admissions, automate student engagement, and enhance higher ed outreach. Discover key education technology trends to boost enrollment and learn why automated student engagement tools are the future.

Discover key KPIs for measuring AI agent success in your contact center. Learn how to track performance, improve efficiency, and optimize AI-driven conversations for better business outcomes.

Learn how to build AI agents for beginners with this step-by-step guide. Discover key skills, tools, and no-code AI agent builders to get started today!

When it comes to comparing AI Agents vs. AI Assistants, Siri & Alexa handle simple tasks, but Gen AI Voice Agents—like Regal’s AI Phone Agent—drive real business impact with human-like conversations, automation, and seamless integration.

Regal’s Q1 2025 product roadmap brings AI Agents, Intelligent Orchestration, and Enterprise Functionality to the contact center. Discover what’s coming next!

Discover how AI Agent Assist transforms CX by boosting agent efficiency and customer satisfaction. Get real-time insights, automate tedious tasks, and empower your team to drive revenue.

Discover how AI in customer experience can revolutionize your contact center. Learn to replace legacy tools, scale personalized outreach, and drive better outcomes with modern CX platforms like Regal.ai.

Build your own data model and keep your agents in one tool with Regal Custom Objects.

Discover how AI sales tools enhance call center performance, improve efficiency, and increase customer satisfaction with these 10 powerful strategies.

In order to build loyalty, it’s essential to create proactive outreach strategies that demonstrate your awareness of your customers' challenges and show that you’re taking action before they even need to ask for help.

As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.

Learn five game-changing outbound call center strategies that’ll help you reach the right people, at the right time, with the right message.

Explore tips for building AI Agents that perform for your business - Spoiler: It's a lot like coaching human agents.

Learn more about how AI emotional intelligence allows artificially intelligent voice agents to create emotion-regulated interactions using empathy, while keeping their cool even in heated situations, ensuring calls stay on track and productive.

Improve agent context with a synthesized view of the buyer's journey -- leading to more personalized conversations.

Explore how AI for contact centers is transforming businesses and how leveraging AI can enhance customer interactions and improve retention.

There is no one "best" auto dialer. There's just the right auto dialer for your campaign goals. We compare the capabilities of each and outline a framework for how you can make the right choice.

Explore 5 actionable strategies to keep your outbound abandon rate low, optimize your dialer efficiency, and maintain customer trust.

Branded Caller ID is a great tool to increase call answer rates. Find out the best use cases for Branded Caller ID, and learn when it's not the right solution.

Regal and 8x8 launch a joint offering, through the 8x8 Technology Partner Ecosystem, making Regal the only Journey Builder provider for 8x8’s outbound contact center customers.

The fastest growing Home Insurance brands are using SMS in intelligent ways to drive higher customer engagement and more revenue. Get started with these 4 essential campaigns.

Improve agent efficiency and win more customers with REGAL AI.

Monitor intraday call center metrics in real-time to adjust staffing, campaigns or coaching on the spot.

Regal’s IVR leverages unified customer profiles to personalize inbound caller experience – delivering better customer experiences and business outcomes.

Use these 5 essential SMS campaigns for home services drive higher customer engagement and more revenue for your business.

Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.

Modernizing your Contact Center to drive personalization and more revenue requires a new tech stack you won't get with legacy CCaaS.

Explore Eric Hauser's remarkable career journey from GovTech to healthcare disruption at Cadence, highlighting the transformative power of innovation, collaboration, with a special focus on the pivotal role of Regal in driving patient engagement and outcomes.

Discover the transformative power of AI in conversations and how Regal's cutting-edge technology is reshaping call analysis and optimization for enhanced customer experiences with Balto's Marc Bernstein on our B2C Sales Podcast.

Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."

Combining collaboration functionality into CCaaS workflow tools invites more cross-functional users from a company to participate in designing the end-customer experience, leading to better omni-channel orchestration and customer outcomes. Learn more about Regal's collaboration features.

Uplevel agent performance with Regal's QA Scorecards. With QA Scorecards, managers can ensure that all interactions meet the criteria and standards of excellence established by your company.

Jon Heaps, former VP, Channel at Observe.ai, Talkdesk, and inContact interviews Alex Levin, Co-Founder & CEO of Regal.io, about the history of the contact center industry and some of the key challenges teams making outbound calls face as customers demand more online experiences.

Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.

The fastest growing insurance brands are using SMS campaigns in intelligent ways to drive higher customer engagement and more revenue. You can too with these 4 essential SMS campaigns.

Discover how a power dialer can revolutionize outbound calling and enhance sales team productivity. Schedule a consultation with our experts to explore Regal.io's power dialer.

Discover how working with Regal.io led to a 547% ROI for businesses. Learn more about the financial impact and success stories in our comprehensive case study.

Regal’s Conversation Intelligence drives higher conversion rates for B2C sales teams. We use both the traditional QA/coaching tools, and brand new conversational triggers that allow you to update customer profiles and send automated follow up messages based on what is said in a conversation.

Regal’s SMS Suite allows brands to actually drive revenue from SMS. Drive cross-channel engagement using our comprehensive Triggered & Scheduled SMS Journeys (aka SMS Marketing), 1:1 SMS Conversations (aka 2-Way SMS), and AI SMS Bot.

Regal’s powerful, no-code Segment Builder enables any business user to segment, target, suppress, and send blasts of cross-channel communications (SMS, calls or webhooks) to their customers – all based on a real-time unified customer profile.

Learn when event-driven sales systems like Regal will disrupt the $40B Contact Center Software and CCaaS industry, by improving customer experience and increasing revenue.

We are excited to announce Regal Call Branding™ including Branded Caller ID. Available on all 400M wireless devices in the US (as well as most of Canada and the UK), Regal Call Branding™ puts you in control of what people see when you call their cell phone – including showing your brand and/or logo.

Get behind-the-scenes insights about Perry Health’s 23% revenue increase with Regal.io. Perry Health’s Scott Chesrown sat down with Regal.io and discussed how they implemented outbound sales technology, integrated new capabilities into their process, and built on their early success.

It’s the holiday season and you’d like to hit your December revenue goals. Outbound B2C sales during the holidays can be a major performance driver – if you're prepared and you have the right tools in place. Use these seven tips to get your outbound B2C sales in shape for holiday success.

Today we are excited to announce that based on the success our customers are seeing using Regal.io, we have raised $38.5 million in Series A funding led by Emergence Capital to continue to invest in our teams and products.

Our integration with mParticle enables you to create a unified customer profile and connect other first party customer data.

Say goodbye to batch processing, complicated SQL queries or custom engineering to decide who to call. Journey builders help B2C create more timely, relevant and personalized outreach to customers.

Friends and supporters, We are excited to announce our updated branding and website. It better captures what we stand for.

We are excited to announce our integration with Twilio Segment, allowing you to seamlessly connect your first-party customer data with Regal.io and 200+ other integrated tools.

We are thrilled to announce that Regal.io has driven over 20M conversations between our customers and their end users, leading to $1 billion in revenue driven to date.

Learn how to structure a knowledge base that keeps AI Agents accurate and on-script. Discover why human-style KBs fail, and apply best practices like single-topic chunking, concrete instructions, and explicit outcomes to reduce hallucinations and scale reliable RAG performance.

Learn how SIP integration enables enterprises to connect Regal Voice AI Agents to existing CCaaS platforms, pass call context in real time, and deploy voice AI without infrastructure changes.

Regal's advanced AMD algorithm uses multiple factors to determine if a human answers your call. Learn more about the different techniques available.

In February, we made AI agents sound and feel more natural, even when handling complex, multi-step conversations with conditional logic. These updates give you the control to build AI agents that don't just follow a script: they adapt, respond, and engage naturally with each customer.