Best Scalable Voice AI Platforms for Contact Center Operations
Blog post from Deepgram
The article provides a comprehensive evaluation of scalable voice AI platforms for contact center operations, focusing on their performance under high concurrency, compliance capabilities, and cost predictability. It emphasizes the importance of maintaining accuracy and low latency for natural conversation flow, with benchmarks set for Word Error Rate (WER) and latency under concurrent call loads. The evaluation identifies the strengths of various platforms, such as Deepgram for production-scale infrastructure, Genesys Cloud CX for integrated AI, and NICE CXone for maximum uptime, among others. It also delves into the challenges of integration complexity and the hidden costs associated with compliance and training, recommending a structured approach to vendor evaluation and pilot testing. The article underscores the need for tailored solutions based on industry-specific requirements, such as compliance in regulated sectors and scalability for high-volume operations, and provides guidance on matching platforms to specific contact center needs.