AI Voice Agent for Conversational Outbound Calling released in ICTContact

LAHORE, Pakistan - EntSun -- ICTContact, the unified call center and broadcasting platform, has announced the general availability of its AI Voice Agent, a fully integrated conversational calling capability in ICTContact 6.5. The new module lets businesses run outbound campaigns where every answered call is handled by an AI agent that listens, speaks, and acts in real time, with no third-party bot platform or middleware required.

Watch at youtube https://www.youtube.com/watch?v=9Y6a3VYltDw



Voice broadcasting reaches thousands of people quickly, but it could never 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 the caller, understands speech, answers questions, and takes real action during the call.

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"Message broadcasts get reach, but conversations get results," said the ICTContact product team. "A single campaign can hold hundreds of conversations in parallel and still hand the moments that matter to a human."

At the heart of the module are AI Personas, reusable profiles that define the agent's greeting and system prompt, its language model, its speech-to-text and text-to-speech engines, and the tools it may use. Teams can choose between leading language models, including Anthropic's Claude and OpenAI's GPT family. A free, locally hosted text-to-speech option keeps audio processing on the customer's own server. Limits such as maximum call duration, silence timeout, and barge-in are configurable per persona.

During a live call the agent can take seven actions: transfer to a live agent queue, schedule a callback, mark do-not-call, write a disposition, look up the caller in the CRM, update the CRM record, and send an SMS follow-up. Every action runs server-side under the same permission, tenant, and audit rules that govern human agents.

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The AI Voice Agent is also a building block in ICTContact's drag-and-drop IVR Designer, so it can sit anywhere in an inbound or outbound call flow. Supervisors get a dedicated AI Call Transcripts view showing every AI-handled call with per-turn detail for quality review and compliance checks.

The AI Voice Agent is available now in ICTContact 6.5 for new deployments and as an upgrade for existing installations. For details, visit https://www.ictcontact.com or read the announcement at https://www.ictcontact.com/ai-voice-agent-conta...

About ICTContact: ICTContact is a unified contact center and broadcasting platform covering voice, SMS, fax, and email campaigns with predictive dialing, a drag-and-drop IVR designer, WebRTC agent panels, CRM integrations, and multi-tenant administration. ICTContact is developed by ICT Vision.