Omilia
Procurement partnerAbout
Omilia is an enterprise conversational AI company that provides a self-learning agentic customer experience platform for contact centers, powering over 1 billion conversations in 30 languages for enterprises including Capital One, Taco Bell, Discover, and DWP. The platform automates customer service across voice, chat, and digital channels using AI agents that continuously learn from real interactions to improve accuracy and task resolution without manual retraining. Founded in 2002, Omilia spec...
Details
VenSearch Intelligence
Ideal Customer
- Omilia's sweet spot is large enterprise organizations — typically Tier 1 and Tier 2 companies — with high-volume, complex contact center operations in regulated industries.
- Reference deployments include a Tier 1 U.S. bank handling over 1 million calls per day and a multinational insurance company managing over 600,000 agent-assist calls per day, indicating that ideal customers have massive call volumes and stringent compliance requirements.
Key Differentiators
- Omilia's primary differentiator is its fully proprietary, natively built technology stack — owning its own NLU, ASR, LLM, and small language models — rather than layering on third-party model providers, which eliminates token-based cost exposure and reduces professional services burden.
- Its closed-loop self-learning architecture continuously improves conversational agents from real outcomes without manual retraining, and it operates some of the largest agentic voice deployments in production globally, including the ability to resolve 50,000+ concurrent voice interactions for a single client with sub-second latency.
Industries Served
- Omilia primarily targets large enterprises in regulated industries, with particular depth in banking and financial services (Capital One, Discover, RBC, First Financial Bank), insurance, healthcare (with HIPAA-compliant EHR integrations), telecommunications, utilities (PSEG), retail, government (UK's DWP), logistics (Purolator), and quick-service restaurants (Taco Bell, 1,000+ U.S. drive-thrus).
- The platform holds industry-specific compliance credentials including PCI-DSS for financial transactions, HIPAA for healthcare, and EU/UK GDPR for regulated data environments, making it particularly well-suited for enterprises in heavily regulated sectors.
Service Coverage
- Omilia operates globally, with headquarters in Larnaca, Cyprus and a presence across 5 continents including Europe, North America, and Asia.
- The company supports deployments in over 15 countries worldwide and handles interactions in more than 24–30 languages, facilitating over 1 billion customer interactions.
Partnerships
- Omilia has pre-built integrations and active partnerships with major CCaaS platforms including NICE CXone, RingCentral, Amazon Connect, Cisco Webex Contact Center, Talkdesk (via AppConnect Marketplace), Oracle, Avaya, 8x8, Bandwidth, and Lumen.
- CRM integrations include Salesforce, Microsoft Dynamics 365, Zendesk, Okta, and ServiceNow.
Company Size & Ownership
- Omilia was founded in 2002 by Dimitris Vassos, Pelias Ioannidis, and John Nikolaidis, and currently employs approximately 500 people across 5 continents.
- The company has grown its annual recurring revenue more than 10x since its 2020 Series A — reaching over $60 million ARR as of mid-2026 — without raising additional equity capital in the interim.
Compliance & Certifications
- Omilia's platform is certified or compliant across a broad set of frameworks including PCI-DSS, SOC 2 Type II, ISO/IEC 27001:2013, HIPAA, EU GDPR, UK GDPR, and CCPA.
- The platform also supports FedRAMP standards per company disclosures around regulated-market deployments.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
9 offeringsAuthentication Agents
Voice biometric authentication agents that verify customer identity passively during natural speech without requiring PINs, passwords, or manual security questions. The system captures a caller's voiceprint during the call and compares it to stored biometric signatures to authenticate in approximately two seconds, and supports enrollment in roughly 10-20 seconds of natural conversation. Additional security features include multi-factor authentication layering, Speaker Change Detection to detect account takeovers, and compliance with GDPR and CCPA.
Chat Agents
AI-powered chat agents that automate digital customer service across web chat, social messaging platforms (Facebook Messenger, WhatsApp, Twitter DM), and messaging apps. They handle complex service queries with human-like understanding, support asynchronous messaging where customers can pause and resume conversations with full context retained, and integrate with back-end systems to triage inquiries before human handoff. Performance results cited include over 90% task completion and 97% intent understanding accuracy.
Contact Center Integrations
Pre-built and open API connectors that connect Omilia's agentic AI platform to existing contact center infrastructure, CRM systems, messaging channels, payment platforms, healthcare EHR systems, and enterprise backends. Supported CCaaS platforms include RingCentral, NICE CXone, Amazon Connect, Cisco Webex Contact Center, Talkdesk, Oracle, Avaya, 8x8, Bandwidth, and Lumen, while CRM integrations cover Salesforce, Zendesk, Okta, and ServiceNow. The framework supports SIP, MRCP, REST APIs, and WebSocket protocols and includes payment integrations with Paymentus, Fiserv, and Jack Henry, as well as HIPAA-compliant EHR integrations with Epic and Oracle Cerner.
CSR CoPilot
A real-time AI assistant for human contact center agents that provides suggested next actions, knowledge base content, and script adherence guidance during live customer conversations. It performs real-time sentiment analysis to detect customer mood shifts, automates call transcription and summarization to reduce manual workload, and provides post-call analytics covering metrics like script adherence, call duration, and cost per call. The tool also includes anti-fraud support by equipping agents with voice biometrics and real-time fraud detection tools during interactions.
Drive-Thru Voice AI
An AI voice ordering system designed specifically for quick service restaurant drive-thrus that automates the entire order-taking conversation using natural, human-like dialogue. It integrates natively with POS, Kitchen Display System, headset (HME Nexeo), and digital menu board systems, and delivers dynamic context-aware upsell prompts that adapt based on order content, time of day, and current promotions, driving a cited 3-8% lift in average check size. The system handles accents, background noise, and complex order phrasing, supports loyalty program integration, and uses Omilia's Closed Loop AI to continuously learn and improve after deployment.
Self-Learning Agentic CX Platform
The core enterprise platform that unifies all of Omilia's AI agents and tools into a single natively built system covering voice automation, chat automation, security, agent assistance, and workforce analytics. The platform operates through a closed-loop learning cycle where AI monitors interactions, generates insights, automatically creates and improves conversational agents from real outcomes, tests agents against real and simulated conversations, and deploys improvements under human-in-the-loop governance without requiring manual retraining. Deployment options include Multi-Tenant SaaS, Exclusive-Tenant SaaS, and Private Cloud, with 99.99% uptime SLAs and certifications including PCI-DSS, SOC 2 Type II, ISO/IEC 27001:2013, HIPAA, EU GDPR, UK GDPR, and CCPA.
TalkGuard
A multi-layered, real-time contact center security solution that detects voice deepfakes, synthetic callers, and fraud before they can reach agents or customers. It combines ANI Spoofing Risk Analysis to scrutinize call metadata for network-level deception, Liveness Detection to identify synthetic or recorded voices with a confidence score refreshed every two seconds, Known Fraudster Identification via a dynamic blocklist of fraudulent voiceprints, and Behavioral Analysis that monitors language, logic, and conversation patterns for coached or deceptive interactions. The solution is designed to block fraudulent calls while maintaining a frictionless experience for legitimate customers.
Voice Agents
AI-powered voice agents that automate phone-based customer service interactions using natural language understanding tuned for telephony audio quality. They can manage more than 90% of customer interactions, handle multi-step workflows, recognize multiple action items in a single call, and continuously improve through a self-learning loop without manual retraining. The platform includes Concierge Agents for intelligent call routing and Task Agents for executing multi-step transactions against backend systems.
Workforce AI
An AI-powered call quality management and workforce optimization solution that uses generative AI to automatically analyze 100% of voice, chat, and digital interactions rather than the typical 1% covered by manual review. It provides automated call summarization and categorization, quality scoring and coaching suggestions based on agent behaviors like objection handling and personalization, compliance monitoring for script adherence and sensitive data leaks, and churn risk detection by identifying dissatisfied customers. The solution integrates with Omilia Conversational Insights for full visibility into contact center performance metrics including sentiment analysis, average handle time, and first contact resolution.
Considering Omilia?
Our team will work with you to determine if Omilia is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.