Contact centers can now run natural, two-way phone conversations at campaign scale, with live-agent transfer, callback scheduling, and CRM updates handled automatically during the call.
July 16, 2026 – ICTContact, the unified call center and broadcasting platform, today announced the general availability of its AI Voice Agent, a fully integrated conversational calling capability in ICTContact 6.5. The new module lets businesses launch outbound campaigns where every answered call is handled by an AI agent that listens, speaks, and acts in real time. No third-party bot platform, no bolt-on middleware.
Voice broadcasting has always been good at reaching thousands of people quickly. What it couldn’t do was hold a conversation. The AI Voice Agent closes that gap: when a contact picks up, the platform hands the call to an AI persona that greets them naturally, understands what they say, answers questions, and takes real action. It transfers hot leads to a live agent queue, books a callback for a better time, honors do-not-call requests on the spot, and updates the customer’s CRM record with what it learned.
“Our customers kept telling us the same thing: message broadcasts get reach, but conversations get results,” said the ICTContact product team. “With the AI Voice Agent, a single campaign can hold hundreds of natural conversations in parallel and still hand the moments that matter to a human. It behaves like part of the dialer, because it is part of the dialer.”
A new campaign type, not a new product
The AI Voice Agent appears right alongside ICTContact’s existing campaign types (agent, interactive, IVR, message, survey, and appointment-reminder campaigns) on the familiar campaign screen. It inherits everything the campaign engine already does well: contact lists, scheduling, retries, caller ID management, and full multi-tenant separation.
The AI Voice Agent joins the standard campaign line-up in Contact Center → Campaigns Management.
Personas: design the agent once, reuse it everywhere
At the heart of the module are AI Personas, reusable agent profiles managed from a dedicated screen under Contact Center. Each persona defines who the agent is (its opening greeting and system prompt), how it thinks (the language model and temperature), how it hears and speaks (speech-to-text and text-to-speech settings), and what it is allowed to do (its tool set and transfer destination).
Personas are managed like any other ICTContact resource: create, edit, activate, and reuse them across campaigns.
The persona editor: greeting, system prompt, enabled tools, transfer queue, and language-model settings on one page.
The platform is provider-agnostic by design. For the conversation brain, teams can choose between leading language models, Anthropic’s Claude and OpenAI’s GPT (ChatGPT) family, switchable per persona. These pair with a choice of speech engines, including a free, locally hosted text-to-speech option that keeps audio processing entirely on the customer’s own server, an important consideration for cost control and data privacy. Per-persona limits such as maximum call duration, silence timeout, and barge-in (letting the caller interrupt the agent mid-sentence, just as they would a human) are all configurable from the same screen.
Text-to-speech provider, voice selection, and call limits, including barge-in, are set per persona.
Seven built-in actions the agent can take mid-call
What separates a voice agent from a talking IVR is the ability to do things. During a live call, the ICTContact AI Voice Agent can:
- Transfer the caller to a live agent queue or extension when a human touch is needed
- Schedule a callback at a time the contact asks for
- Mark do-not-call requests immediately and permanently
- Write a disposition so every call lands in reporting with an outcome
- Look up the caller in the CRM to personalize the conversation from the first sentence
- Update the CRM record with new information the contact shares
- Send an SMS follow-up while still on the call
Every action is executed server-side by the platform itself, so the same permission, tenant, and audit rules that govern human agents govern the AI as well.
Drops into any call flow with one IVR node
The AI Voice Agent is also a first-class building block in ICTContact’s drag-and-drop IVR Designer. Designers drop the AI Voice Agent node into any call flow: after an answering-machine-detection step, behind a language menu, or as the very first thing a caller hears on an inbound DID. Configuration is two fields: pick the persona, set the maximum call time.
The AI Voice Agent sits in the IVR Designer toolbox next to classic building blocks like Get Input, AMD, and Call Transfer.
Node configuration takes seconds: choose a persona, set a time limit, apply.
Every conversation on the record
Supervisors get a dedicated AI Call Transcripts view showing every AI-handled call with its persona, direction, duration, turn count, disposition, and status, with per-turn transcript detail a click away. Quality review, compliance checks, and prompt tuning all work from the same screen.
The transcripts view gives supervisors a complete, searchable record of every AI conversation.
Built for real-world scale
Under the hood, the AI Voice Agent runs on a streaming media pipeline that connects the telephony core directly to speech recognition, the language model, and speech synthesis, engineered for the low round-trip latency a natural conversation demands, with real-time barge-in so callers are never talked over. It runs on the same node architecture that powers the rest of the platform, which supports up to 500 concurrent agents and 1,000 concurrent channels per node.
Availability
The AI Voice Agent is available now in ICTContact 6.5 for new deployments and as an upgrade for existing installations. Language-model and speech-provider credentials are configured per deployment; a free local speech option is included.
For a demonstration or upgrade details, visit www.ictcontact.com or read the AI Voice Agent announcement post.
About ICTContact
ICTContact is a unified contact center and broadcasting platform covering voice, SMS, fax, and email campaigns with predictive, progressive, preview, and manual dialing, a drag-and-drop IVR designer, WebRTC agent and supervisor panels, CRM integrations, and multi-tenant administration. ICTContact is developed by ICT Vision, a provider of white label ICT software and B2B communication solutions.