Contact Center Automation Trends 2026 | AI, Voice & Omnichannel Guide

eHealth’s AI agent streamlined Medicare enrollment and support by scaling up for peak call surges, eliminating after-hours wait times, and delivering exceptional experiences for beneficiaries.

‍Customer conversations are inherently dynamic, and Regal Improve’s Knowledge Base Coverage tracks changes in retrieval performance over time and at scale. This makes it easy to verify that KB updates increase coverage and if your documentation is keeping up with evolving customer requests.

November's releases make it easier to scale your transfer-heavy call flows, with new tools that align dialer pacing to downstream agent capacity and streamline complex handoffs. You’ll also see improved post-call workflow accuracy, with reliable data extraction and disposition outcomes driven by LLM configurability and earlier validation.

Building a great AI voice agent isn’t so different from parenting a five-year-old: clarity, examples, and structure make all the difference. This post breaks down proven prompting principles—from positive framing and persona design to conversational guardrails—that help AI agents sound natural, stay on task, and follow directions every time.

Regal and ElevenLabs bring expressive, multilingual AI voices to customer and sales conversations, adapting tone and emotion in real time to boost conversions, trust, and satisfaction at scale.

Regal is partnering with Rime to deliver ultra-realistic, emotionally nuanced AI voices for enterprise contact centers. Discover new voice options that capture human qualities like pacing, resonance, and subtle expression, and learn how Rime’s technology powers conversations that build trust at scale.

Regal Improve gives enterprises a scalable way to analyze thousands of AI agent calls, uncover conversation patterns, pinpoint knowledge gaps, and improve AI performance and customer outcomes over time.

Regal is partnering with Cartesia to deliver ultra-low latency, high-fidelity AI voices for enterprise contact centers. Explore new voice options, hear them in action, and learn about Cartesia's industry-leading voice AI offerings.

Regal’s Knowledge Base feature brings Retrieval-Augmented Generation (RAG) to Voice AI Agents, enabling real-time access to proprietary data for smarter, compliant, and brand-aligned conversations at scale

Here's our April 2025 product releases, including the early access period for our AI SMS Agents!

Worried your AI Agent will say the wrong thing? Well, they might. But find out why that's just a natural part of the process, and how to mitigate the risk of it happening.

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

Regal’s powerful progressive dialer multiplies your reach and maximizes agents’ time for personalized conversations.

March 2024 Releases

Regal helps Healthcare brands deliver proactive care, better patient outcomes, and improve provider efficiency by personalizing patient outreach and increasing patient engagement.

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

Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.

February 2024 Releases

Discover 6 ways customers are using REGAL AI Call Summaries to drive better business outcomes.

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."

January 2024 Releases

Use custom tasks to orchestrate Agent actions beyond just customer conversations.

We look back at major product releases in 2023.

November 2023 Releases

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.

October 2023 Releases

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.

August 2023 Releases

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 powerful 1:1 email channel enables agents to have more touch points with customers from a unified platform.

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.

Regal's Unified Customer Profile gives you a complete view of each customer including 1st party data, 3rd party data and conversation intelligence so you can deliver cross-channel orchestration in conversational channels like phone and sms.

July 2023 Feature Releases

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.

June 2023 Feature Releases

Caller ID, CNAM, and Branded Caller ID all help identify an incoming call and, therefore, increase call answer rates. Find out how they differ and how outbound phone sales teams can utilize each to reach prospects and customers effectively.

May 2023 Feature Releases

Our Co-Founder & CTO, Rebecca Greene, spoke with journalist Tony Zerucha at the recent Fintech Nexus USA 2023 event about how consumer lenders are using personalized phone and SMS sales outreach to obtain growth despite high inflation and rising interest rates.

The fastest growing High Consideration brands have invested heavily in outbound call centers for sales and marketing. With the right technology, staffing and measurement, you too can build a high performing outbound call center to help hit your growth goals.

April 2023 Feature Releases

We’re excited to announce that Regal.io has been awarded 6 awards in G2’s Spring 2023 Reports. 

March 2023 Feature Releases

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.

February 2023 Feature Releases

January 2023 Feature Releases

Ensure proper consent before contacting consumers via call or text. Ignoring regulations like TCPA and TSR poses risks. Stay compliant to safeguard your operations and reputation.

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.

Dive into Regal's 2022 Year In Review and catch up on the highlights from our most powerful releases throughout the year.

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.

Legitimate B2C brands are incorrectly being flagged as spam by cell carriers. If your current call patterns are causing your legitimate calls to be flagged, there is a new process to remove spam flags.

August 2022 Feature Releases

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

November 2022 Feature Releases

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.

October 2022 Feature Releases

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.

September 2022 Feature Releases

In this AI4 fireside chat, Regal.ai COO Sahil Mehta and TaskUs CCO Jarrod Johnson explore how enterprise organizations are deploying voice AI agents across customer experience, support, and sales. They share real-world deployments, discuss quality and ROI trade-offs, and outline best practices for aligning operations and product teams when adopting AI agents at scale.

Our engineering team breaks down how we improved our Voicemail Detection model by aligning the taxonomy with the actual audio, scaling labels, and choosing representations before adding model complexity.

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.

We ran the latest models from DeepSeek, Anthropic, Google and OpenAI through the Voice CX Benchmark. Here's which ones we're prioritizing for voice AI agents, and which ones we're passing on.

Last month, we shipped releases that improve your contact center operations by extracting business insights with Copilot and reducing wasted agent minutes with our new Voicemail Detection model. The result is more reliable, productive AI agents that can drive revenue for your business.

Copilot started as the place you asked questions. Over the last few months it has become the place where agents are improved, tested, and monitored.

Enterprises need voice agents that hold a natural, human-like conversation while moving each call toward its goal and staying within compliance boundaries. The Voice CX Benchmark scores models on exactly that: how well they progress the call turn by turn, how safely and clearly they communicate, and how quickly they respond.

Every qualifying voice call that runs through Regal gets two sentiment scores: one for the agent, one for the contact. Here's what actually produces those numbers.

Building a voice AI agent from scratch means writing prompts, wiring up actions, and defining guardrails before you can even test a call. Our upgraded agent templates skip that setup.

With Regal’s next-generation Voicemail Detection model, you can now classify voicemail, iOS or Google call screeners as separate categories with very high accuracy. This enables screener-specific handling, ultimately reducing missed agent connections.

Last month, we shipped releases that make it easier to build, monitor, and test agents in one interface. Copilot Canvas brings building, editing, and testing into one interface and it can work straight from your files. Multi-state sticky notes let your team document decisions directly on a live agent.

Copilot now lets your team upload files, like spreadsheets, scripts, and flowcharts, directly as inputs. This gives Copilot the context it needs from the start, making it easier to extend Copilot into new agent use cases as they come up.

How Regal AI Agents recognize, navigate, and continuously improve at getting through third-party IVR phone trees, from classification and the Press Digit action to node isolation and real-world test simulations.

Last month, we launched features that extend your management of AI agents via MCP and CCaaS platforms. Debug based on agent versions or simulation runs, and manage AI analysis data points via Copilot and Regal MCP. As a Five9 AI Agent Connect partner, Regal now has a dedicated integration API built for Voice AI agents.

Copilot Canvas brings agent building, testing, and monitoring into one interface, so you can edit, test, and track performance without leaving Copilot chat.

We've always been careful to never give frontier labs the right to keep or train on customer data. With open weight models, we can go further: when a customer invests in improving these models, that value accrues to them, not to a lab.

Last month, we shipped updates that make AI agents sound more responsive and easier to run at scale. Dynamic Voices lets your agent adjust its pace the second a contact asks for it, and Copilot now handles IVR and disposition management.

OpenAI launched GPT-Live, a new generation of voice models, and described it as a “full-duplex” model. We tested GPT-Live directly to see how the theory holds up in practice.

The Regal Observability Dashboard gives your team real-time visibility into AI agent performance — tracking hallucination rates, guardrail breaches, latency spikes, and more across every call, automatically.

Regal MCP connects your Regal platform to AI environments like Claude, Cursor, and ChatGPT. Your team can pull transcripts, inspect configurations, and trigger actions without switching context.

We reduced end-to-end voice AI response latency by 26% in three weeks by optimizing prompt structure for LLM caching: moving dynamic contact data out of the cacheable prefix so the model stops reprocessing instructions on every call.

This month, we shipped Regal MCP, which extends what your team can build, see, and improve. Regal MCP opens the platform to your external AI environment, so team members can take Regal actions directly from tools like Claude without switching context.

Behind a fragmented and ever-changing regulatory landscape is a simple goal: protecting people from unwanted or poorly timed outreach and giving them control over how they’re contacted. In practice, that responsibility translates into a set of checks that must be validated.

This number is a milestone that represents a fundamental shift in customer experience and how businesses grow. Curious what this number really looks like? We put it into perspective.

Every new LLM comes with trade-offs between latency, cost, and quality — and Regal tests all of them against real voice AI agents. Here's what we found when we ran Gemini 3.5 Flash through our benchmark.

This month, we shipped enhancements that help you quickly make proactive fixes and customize AI agents to your brand. Copilot does more troubleshooting work on your behalf and with headless WebRTC, you can embed Regal voice agents inside your own product UI.

After powering over 400 million calls, we've found that the contact centers that win with voice AI aren't just the ones that deploy first. They're the ones that learn fastest.

AI phone agents aren't just better phone trees. They are autonomous systems that can understand caller intent, retrieve relevant information from your CRM in real time, execute actions, handle objections and clarifications, and complete the conversation without human involvement.

Voice AI is architectural, not cosmetic. Warm words on a broken flow make things worse. But warm words on a well-structured, well-measured system compound over time.

When prospects in healthcare and financial services hear "PII," they often imagine bulk data transfer: the idea that deploying an AI agent means copying a database somewhere. In most modern deployments, that's not what's happening.