Symbiosis Voice handles inbound and outbound telephony: SIP/CCaaS, barge-in, explicit dialogue state machines, and answers grounded in Knowledge and live APIs, never model prior alone. It routes by confidence, warm-transfers with transcript and next steps, and runs mid-call actions under Agent Cloud. You get 100% call QA, multilingual routing, and workforce analytics. Containment without resolution just trains callers to hate the channel.
A fluent TTS demo is not a contact-center product. Production voice resolves scripted calls, grounds every factual claim in systems of record, handles barge-in without talking over the caller, and hands complex calls to humans with the whole story attached.
Status checks, bookings, and verifications belong in explicit state machines. Escape hatches like speak to a person, low confidence, repeated failure, and retrieval miss are first-class transitions. When Knowledge or live APIs can't support an answer, Voice says so and offers transfer.
Voice sits on the Symbiosis stack: Knowledge for grounded facts, Agent Cloud for any write or payment mid-call, Flow for post-call case workflows, CRM for identity and history. One place for design, runtime, QA, and improvement.
Book a demo and we'll put you on a live Symbiosis Voice session - scripted flows, grounded answers, and warm handoff - against a sample estate you can interrogate.
Book a demo →Telephony & CCaaS fabric
SIP trunks, CCaaS connectors, DIDs, queues, IVR takeover, and recording consent - with redundancy and failover across regions.
Realtime media stack
Low-latency STT/TTS, barge-in, endpointing, noise robustness, and turn-taking that doesn't talk over the caller.
Dialogue state machines
Scripted flows for high-volume intents with explicit slots, confirmations, and escape hatches - not free-form chat hoping for the best.
Grounded answers (Knowledge + APIs)
Facts from Symbiosis Knowledge and live systems of record; on retrieval/API failure, disclose and offer transfer - never invent.
Confidence & intent routing
Route by intent confidence, sentiment, VIP, language, and risk class - to the right bot path, queue, or human.
Warm handoff OS
Transfer with live transcript, summary, retrieved citations, CRM identity, attempted actions, and suggested next steps - zero cold restarts.
Governed mid-call actions
Bookings, status updates, refunds, and payments run as Agent Cloud principals - policy, wallets, audit, kill-switch apply on the phone too.
Outbound & campaign engine
Compliant outbound for reminders, collections nudges, appointment confirmations - consent, quiet hours, DNC, and attempt caps built in.
Identity & verification
OTP, KBA, and CRM match flows with step-up when risk rises; never over-collect; log verification outcomes for audit.
Multilingual & locale routing
Language detection, locale-specific prompts, and handoff to language-skilled queues - coverage scoped per deployment region.
Total QA (100% of calls)
Every call scored against your rubric automatically: grounding, script adherence, empathy, compliance phrases, transfer quality - not a 2% sample.
Compliance & recording controls
Consent prompts, redaction of PCI/PII in transcripts, retention policies, and jurisdiction-aware recording rules.
Supervisor & barge tools
Listen, whisper, barge, and take-over; live risk flags when the bot is stuck or the caller escalates emotionally.
Post-call Flow & CRM sync
Auto-create/update tickets and Flow cases with transcript, disposition, and next-best actions for the human team.
Voice analytics & coaching
Containment that actually resolved, handoff rate, AHT, CSAT proxies, friction phrases, and agent coaching clips from QA fails.
Prompt & persona studio
Brand voice, prohibited claims, escalation copy, and A/B of dialogue versions with canary traffic and rollback.
Simulation & regression lab
Replay call scenarios, red-team scripts, and golden dialogues before promoting a new flow version.
Omnichannel continuity
Start on voice, continue on chat/SMS with the same case context - or the reverse - without re-authenticating the story.
Cost & capacity OS
Per-minute and per-intent cost, concurrency caps, model routing for STT/LLM/TTS, and rightsizing suggestions.
Disaster & fallback paths
When AI or Knowledge is degraded: graceful IVR fallback, queue overflow, and status pages - never silent dead air.
TELEPHONY FABRIC
SIP/CCaaS, DIDs, queues, recording consent, regional failover.
REALTIME MEDIA
STT/TTS, barge-in, endpointing, noise robustness, turn-taking.
DIALOGUE STUDIO
State machines, personas, prompts, canary releases, simulation lab.
GROUNDING PLANE
Knowledge + live API facts; abstain-and-transfer on miss.
ACTION PLANE
Agent Cloud-governed mid-call writes, bookings, refunds, payments.
HANDOFF & SUPERVISOR
Warm transfer packets, whisper/barge, VIP/skills routing.
QA & COMPLIANCE
100% call scoring, redaction, retention, consent, evidence packs.
OUTBOUND & CONTINUITY
Campaigns with DNC/quiet hours; voice↔chat/SMS case continuity.
Investment is bespoke to estate size, compliance needs, and deployment shape - book a demo and we'll map the right fit.
STARTER
- → SIP or CCaaS connect
- → 1-2 scripted dialogue flows
- → Knowledge grounding
- → Warm handoff with transcript
- → Basic call QA
- → CRM disposition sync
BUSINESS
- → Everything in Starter
- → Confidence & VIP routing
- → Supervisor whisper/barge
- → Governed mid-call actions (Agent Cloud)
- → 100% QA rubrics + coaching clips
- → Outbound reminders (compliant)
- → Analytics dashboards
ENTERPRISE
- → Everything in Business
- → Multilingual + residency controls
- → PCI/PII redaction pipelines
- → Simulation & canary dialogue releases
- → Omnichannel continuity
- → Flow case automation post-call
- → Private media / deployment options
Voice, answered
What languages does it support?
Language coverage depends on deployment region and telephony stack - scoped per engagement; ask us about yours. Multilingual routing and locale-specific prompts are first-class on Enterprise.
How do I try it?
Book a demo. We'll put you on a live session against a sample estate you can interrogate - we don't ship fake recordings as proof.
Should the bot always try to contain the call?
No. Containment without resolution trains callers to hate the channel. Voice is designed for honest handoff when scripts end, confidence drops, or grounding fails.
Where do answers come from?
Symbiosis Knowledge and live APIs / systems of record - never model prior alone. If retrieval fails, the agent says so and offers transfer.
Can the voice agent change records or issue refunds?
Yes, via the Action Plane: mid-call writes run as Agent Cloud principals with policy, optional wallets, audit, and kill-switch - same governance as any other agent.
How is QA different from sampling?
Total QA scores every call against your rubric (grounding, script, compliance, transfer quality) and produces coaching clips - not a random 2% sample that misses the incidents.
See it against your reality.
A 30-minute walkthrough with an engineer who builds it - your use case, not a script.