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Compare 10 AI voice agents for real estate in 2026. Evaluate response time, CRM integration, multi-channel support, and scalability to find the right solution.

AI voice agents in real estate are all about response time, coverage and quick follow-through. If your system can't answer calls immediately, qualify intent, book tours and update your CRM without manual cleanup, it's not helping you win more deals; it's adding another layer for you to manage.

This guide isn't for browsing tools. It's for operators deciding whether to commit to AI voice agents in 2026 and ship something that actually helps you scale. We compare 10 platforms based on how they perform after signup, how fast you can go live, what breaks under real lead volume, and what it takes to keep them working week after week.

Top 10 AI Voice Agents for Real Estate (2026)

The goal here is simple: Helping you choose an option that you can launch confidently, not replace after the first integration headache.

1. Plivo

When aiming to build and scale AI voice agents for real estate, you care about two things: reaching prospects first and converting more inquiries into confirmed showings. Plivo excels here since it gives you production-ready AI voice agents that place instant callbacks, answer listing questions from your data, and book tours directly on your agents' calendars. They operate reliably across phone, SMS, WhatsApp and chat without stitching together telephony, AI models and messaging vendors.

Plivo is the AI agent builder platform for voice-first, omnichannel experiences—built on a carrier-grade telephony network trusted by Uber, Meta, Zomato, and thousands of businesses worldwide. Business teams can launch agents without writing code using Vibe agent. Engineering teams can orchestrate custom voice agents in code with full control. The foundation is Plivo's global communications infrastructure spanning 190+ countries: 15+ years of proven reliable infrastructure, low latency, and the call quality enterprises demand.

Core Capabilities:

Inbound & Outbound AI Voice Agents: Handle live calls end-to-end, qualify intent, route intelligently and escalate to human agents when needed.
Multi-Channel Agent Coverage: Run the same AI agent across phone, SMS, WhatsApp and chat with shared context across channels.
No-Code AI Agent Builder (Vibe): Build and deploy voice agents using plain-English instructions, no prompt engineering or coding required.
Build your way: Business teams launch with no-code tools; engineering teams build custom voice agents with full-code control. You're never forced into a single way of working.
Vertically Integrated Telephony (CPaaS): Voice runs on Plivo's own global telephony infrastructure, avoiding third-party carrier dependencies.
Low-Latency Voice AI Stack: Integrated TTS, STT and LLM orchestration enables sub-500ms response latency, critical for natural voice conversations.
Enterprise-Grade Reliability: Built on Plivo's proven CPaaS platform with 99.99% uptime, 15+ years of reliable infrastructure, and global carrier connectivity across 190+ countries.
CRM & Workflow Integrations: Pull customer context in real time and write call outcomes back to CRMs and support tools automatically. Connect Follow Up Boss, kvCORE, BoomTown, Salesforce, HubSpot, Google Calendar, Outlook, and your MLS/IDX feed.
You own the stack: You get to choose your speech-to-text (STT), text-to-speech (TTS), and LLM while keeping prompts and data portable and avoiding lock-in.

Best fit if you:

Need real-time voice agents that can operate continuously at scale.
Want to avoid stitching telephony, AI and messaging vendors together.
Plan to deploy across multiple channels, not voice alone.
Have defined workflows for lead qualification, routing or follow-ups.

Not a fit if you:

Only need a lightweight voice demo, basic IVR or short-term experiment.
Want a fully turnkey, real estate-specific tool with no configuration or workflow control.
Don't plan to integrate voice agents into your CRM, data stack or operations.

2. Luron AI

Luron AI is best suited for teams that need 24/7 AI voice agents that never miss calls and qualify leads automatically. It supports multilingual conversations and keeps pacing tight across accents and speaking styles. The system handles inbound and outbound voice conversations in dozens of languages and automates bookings and follow-ups without human staffing.

Core Capabilities:

Instant call answer & qualification: AI answers every call, gathers intent, and qualifies leads without hold times.
Multilingual support: Handles AI conversations in 45+ languages to cover diverse lead sources.
Inbound & outbound support: Manages both types of calls and can also run outbound follow-ups.
SMS, chat & email automation: Extends voice agents to text and messaging channels for a unified engagement approach.
CRM & integration options: Connects to existing phone systems via SIP trunking and can integrate with CRMs and ticket systems.

Best fit if you:

Want 24/7 lead capture and qualification without adding staff.
Need multilingual voice conversations for global or diverse markets.
Expect to automate bookings, follow-ups and reminders on voice and messaging channels.
Have a CRM or existing phone system you must integrate with.

Not a fit if you:

Only need a simple inbound answering or IVR replacement without automation.
Want a solution focused on voice only, with limited channel reach.
Prefer fixed, transparent pricing tiers publicly listed.

3. Callers AI

Callers AI is a platform for automating customer conversations with human-like voice agents that handle both inbound & outbound calls and messaging channels, powered by your brand's data and tone. It's focused on scaling high-volume voice interactions while maintaining contextual continuity across channels in a single branded voice experience.

Core Capabilities:

Omni-channel AI interactions: Voice agents run across phone, SMS, WhatsApp and chat from a central AI brain.
Human-like voice calls: Agents answer and place calls in a natural conversational style.
Lead workflows & use cases: Supports lead qualification, cold call automation, appointment confirmation, retention flows and more.
24/7 availability & language breadth: Designed to handle calls and messaging around the clock, in multiple languages.
Context remembering: Conversations carry context across voice and messaging so follow-ups feel continuous.
Integrations & automation: Connects to CRMs and tools (300+ integrations) so call outcomes can update your systems.

Best fit if you:

Want both inbound and outbound AI calling with consistent, natural-tone responses across channels.
Need an AI system that can qualify leads, confirm appointments and manage follow-ups automatically.
Are scaling high call volumes 24/7.
Prefer a central "brain" that keeps context across channels and workflows.

Not a fit if you:

Only want a basic voice or outbound dialer with limited cross-channel logic.
Need a tool focused exclusively on simple IVR or basic routing without AI conversation layers.
Prefer a product you can set up and forget in minutes without upfront configuration or workflow definition.

4. SquadStack AI

SquadStack AI is best suited for teams that want AI-assisted sales and voice engagement workflows supported by configurable human-in-the-loop automation. It blends automated outreach and qualification with options to escalate to human agents where needed, helpful for revenue teams that are focused on pipeline speed.

Core Capabilities:

Automated Lead Engagement: AI enabled workflows proactively contact prospects and qualify them using data-driven sequencing.
Voice & Messaging Channels: Supports outbound dialing, ringless voicemail, SMS and multi-touch sequences.
Human-in-the-Loop Escalation: Configurable handoffs to live agents when conversations need human judgment.
Sales Workflow Automation: Built-in logic for lead routing, prioritization and follow-ups across channels.
CRM Integration + Data Sync: Sync outcomes and engagement data back to CRMs like Salesforce, HubSpot, etc.

Best fit if you:

Want inbound and outbound automated voice interactions with natural conversation flows and multilingual capability.
Need AI that handles lead qualification, follow-ups and reminders as part of sales or customer engagement sequences.
Are automating sales outreach and conversational workflows alongside voice calls.

Not a fit if you:

Need an AI platform focused on low-latency, bespoke voice agent infrastructure tied tightly to your own telephony stack.
Are building a multi-channel bot with CRM/telephony hooks and developer control from the ground up at scale.

5. Telgent

Telgent leans into MLS and portal context. It is best for businesses that want always-on voice AI calling with automated scheduling, intelligent call handling and quick setup. Its platform emphasizes immediate activation, seamless integration with existing phone systems and natural AI responses that handle calls, schedule meetings and engage customers day and night.

Core Capabilities:

24/7 AI voice calling agents: Always-on call automation that answers and routes customer calls at any hour.
Lead engagement & scheduling: Automatically books appointments, meetings and showings based on natural language conversations.
Inbound call handling: AI answers incoming inquiries, qualifies intent and routes prospects with minimal human intervention.
Automated inquiry responses: Provides instant answers to property questions and responds to rental or sales leads.
Integration with real estate systems: Works with Zillow, Realtor.com, MLS platforms, Follow Up Boss, kvCORE, BoomTown, Salesforce and HubSpot for CRM continuity.

Best fit if you:

Need round-the-clock call handling that captures leads and books appointments without missing inquiries.
Want your voice AI to integrate with core real estate tools and CRM systems so client details are synced automatically.
Are focused on lead conversion and showing scheduling as part of your customer engagement workflows.

Not a fit if you:

Only require basic outbound calling with simple scripts rather than inbound + scheduling automation.
Expect a no-config, plug-and-play voice bot that requires zero setup or customization.
Want a platform that handles only one channel (voice only) without extending into SMS/WhatsApp/chat automation.

6. AIOnCalls

AIOnCalls is positioned as a virtual receptionist that never misses calls or opportunities. Best for teams that want an always-on voice AI assistant that handles inbound and outbound calls around the clock, engages callers in natural language, qualifies leads, books appointments and updates CRM data.

Core Capabilities:

24/7 Inbound & Outbound Voice Handling: AI answers and places calls around the clock across all hours and holidays.
Lead Qualification & Follow-Up Automation: Qualifies callers in real time and automates follow-ups via voice, SMS and email.
Appointment Scheduling & Calendar Invites: Books appointments and sends confirmations during calls.
CRM & Workflow Integrations: Integrates with CRMs like Zoho, HubSpot, GoHighLevel, Google Calendar for real-time lead syncing and activity logging.
Multilingual Conversations: Supports multiple languages and can handle simultaneous call sessions.
Live Agent Escalation: Transfers complex calls to human agents when needed.
Real-Time Analytics & Transcriptions: Provides live call monitoring, transcripts, sentiment analysis and dashboards.

Best fit if you:

Need an AI voice agent that never misses inbound calls and engages leads immediately, 24/7.
Want automated lead qualification, booking and follow-ups in voice, SMS, and email without human staffing.
Are integrating call outcomes and engagement data into CRM or calendar workflows.
Operate in industries where speed-to-lead matters and missed calls are costly.

Not a fit if you:

Only need simple IVR or on-premise call routing without conversational automation.
Prefer a pure telephony or developer API platform without built-in AI conversational layers.
Are looking for a voice agent with deep, specialized industry templates.

7. Brilo AI

Brilo AI is a business-focused AI phone and voice call agent platform that enables teams to automate real-time voice interactions across industries like real estate. It promises fast setup, natural human-like voice responses, 24/7 coverage, integration with business tools and built-in analytics, all without needing a technical team to get started.

Core Capabilities:

24/7 AI voice call agents: Always-on AI phone agents handle inbound calls and customer engagements at any hour.
Human-like voice interactions: Conversational voice responses built to sound natural and engaging.
Appointment booking & scheduling: Voice agents can book appointments with synced calendars and handle reminders.
CRM and business integrations: Integrates with a broad range of business apps (6,000+ app connections claimed) to sync customer context and outcomes.
Real-time analytics & insights: Live call transcripts, sentiment analysis, intent tracking and topic detection support actionable insights post-call.
Lead qualification automation: Agents engage prospects, capture intent and route high-value leads in real time.

Best fit if you:

Need 24/7 automated voice engagement that never misses inbound or high-volume calls for lead capture, scheduling or support.
Need a platform that books appointments, manages follow-ups and drives customer engagement without manual management.
Plan to integrate the voice agent with CRM, calendar tools and analytics pipelines to maintain context across systems.

Not a fit if you:

Simply need a basic phone tree, IVR or traditional call routing system.
Are focused solely on developer-centric API telephony without AI built in.
Require industry-specific compliance guarantees (HIPAA, PCI, etc.) documented publicly.

8. VocalDesk

VocalDesk is an AI-enabled voice and contact automation platform that helps teams automate calling, lead follow-up, support interactions and scheduling. Its focus is on automated voice conversations and multi-channel engagement with CRM integration and configurable workflows that replace manual outreach tasks.

Core Capabilities:

Automated Voice Conversations: Handles inbound and outbound calls using AI to engage, qualify, and route callers.
AI-Driven Lead Qualification: Automated conversation flows that marks lead intent and priority.
Appointment Booking & Reminders: Schedules meetings and sends reminders as part of automated flows.
Multichannel Messaging: Engages customers across voice, text and messaging platforms.
CRM & Workflow Sync: Connects with CRM systems and business tools to log interactions and maintain records.

Best fit if you:

Want to automate call handling and lead follow-up without manual dialing.
Need a solution that combines voice and messaging outreach with CRM context.
Are focused on lead qualification and scheduling as part of broader sales engagement.

Not a fit if you:

Only need basic call routing or IVR without AI handling.
Require explicit developer control over telephony APIs.
Rely on hard metrics like latency, concurrency limits or multi-region telephony SLAs.

9. Calldock

Calldock is an AI voice agent platform intended for instant lead engagement, automatic qualification and scheduling. Its system calls leads within seconds of form submission, conducts natural conversations and integrates with calendars and workflows to automate follow-ups and booking.

Core Capabilities:

Instant lead callbacks: Calls website leads within ~60 seconds of a submission, boosting early engagement.
Calendar booking: Agents can book appointments directly to your calendar during live calls.
Multi-channel follow-up: Agents send SMS and email follow-ups as part of the call workflow.
Seamless handoff & callbacks: You can trigger human handoffs in natural language and schedule intelligent callbacks.
API, webhooks, & integration ecosystem: Support for APIs and pre-call webhooks lets you fetch context before calls and connect with Gmail, Google Calendar, Slack, Zapier and thousands more.
Developer playground & documentation: Provides API documentation and code examples for triggered calls and automated workflows.

Best fit if you:

Want immediate lead engagement that happens in seconds.
Need voice agents that qualify, book and follow up automatically across voice, SMS and email.
Plan to integrate voice engagements with calendar and business workflows.
Need a voice agent that works with easy templates for common industries with minimal setup.
Want a low-code or no-code setup that goes live with simple configuration.

Not a fit if you:

Need proper inbound/outbound calling with API integration.
Require deep telephony infrastructure control or enterprise telephony SLAs.
Are building highly custom dialogue systems that need proprietary LLM tuning beyond the existing templates.

10. Ylopo

Ylopo is a digital marketing and lead gen platform built for the real estate industry. It combines lead capture, nurturing, AI voice calling, AI texting, branded websites and marketing automation into one system that integrates with CRMs and helps real estate teams generate and convert leads.

Core Capabilities:

AI Voice Follow-Up: Automatically calls new and existing leads to qualify interest and connect them to agents.
AI Text Conversations: Runs two-way SMS conversations to nurture leads until they're ready to talk.
AI² Voice + Text System: Combines calling and texting into one coordinated follow-up engine.
Automated Appointment Transfers: Delivers live transfers or booked appointments when leads are qualified.
Lead Generation & Nurture: Includes PPC ads, remarketing and IDX websites to capture and feed leads into AI follow-up.
CRM & Website Integration: Syncs AI conversations and lead activity with CRMs and branded real estate websites.

Best fit if you:

Want lead capture with nurturing as a unified system rather than isolated voice interaction tools.
Are a realtor or team that wants AI to automatically engage leads by text and phone, not just manage manual contacts.
Need branded websites with IDX search and integrated lead capture feeding into automated follow-up.
Plan to keep leads engaged over longer time horizons (e.g., 90-day voice follow-up).
Value combined marketing + AI follow-up rather than a single channel (voice only).

Not a fit if you:

Are looking for pure AI voice agent infrastructure like a telephony-first CPaaS platform.
Need tools focused on enterprise-grade telephony performance, low-latency voice systems or custom telephony workflows.

What Matters Most in AI Voice Agents (Beyond the Basics)

1. Telephony Ownership vs. Vendor Stitching

Many AI voice tools rely on third-party telephony stitched together with AI layers. This often introduces latency, call drops and limited routing control at scale.

What to prioritize:

Built-in telephony with direct carrier connectivity
End-to-end control over call routing and quality
Fewer external dependencies

Plivo runs on its own global CPaaS and carrier-grade telephony stack, removing third-party voice dependencies.

2. Real-Time Performance (Latency & Uptime)

Voice conversations break down quickly when responses lag or calls fail. Sub-second latency and high uptime aren't "nice to have"—they're mandatory.

What to validate:

Sub-500ms voice response latency
99.99% uptime or better
Real-time STT, TTS, and LLM orchestration

Plivo's vertically integrated Voice AI stack is designed for low-latency, real-time conversations on proven infrastructure.

3. Multi-Channel Context, Not Disconnected Bots

Leads move between calls, SMS, WhatsApp and chat. Treating each channel as a separate bot creates broken experiences and duplicate work.

What to look for:

Shared context across voice and messaging
Unified conversation history
Seamless handoffs between channels

Plivo supports multi-channel agents that share context across phone, SMS, WhatsApp and chat from a single system.

4. Integration Depth (CRM, Calendars, Workflows)

Voice agents don't operate in isolation. Without deep integrations, they become another silo your team has to manage.

Prioritize platforms that:

Read from and write to CRMs in real time
Trigger workflows during live calls
Integrate cleanly with calendars and support tools

Plivo integrates directly with CRMs and business systems, allowing agents to act on live data and update records automatically.

5. Built for Scale, Not Just Launch

Many tools work well for pilots but struggle under sustained call volume or multi-region deployment.

Ask:

Can this run continuously without degradation?
Are pricing and performance predictable as usage grows?
Will this still work when channels or regions expand?

Plivo's AI agents are built on infrastructure that already powers enterprise-grade voice and messaging at global scale.

FAQs

What's the fastest way to go live without breaking existing operations?

Start with a single, contained flow like after-hours inbound calls or instant lead callbacks. Connect your phone numbers, CRM and calendar, define escalation rules and launch! You can expand coverage once live data validates the flow.

How do I ensure voice quality doesn't feel robotic or laggy?

Voice quality depends on latency and telephony control. Platforms with integrated telephony and real-time STT/TTS orchestration keep responses sub-second, which is critical for natural conversations that callers don't hang up on.

How does the agent stay accurate and compliant with real estate data?

The agent should pull from a restricted, curated knowledge source (MLS, IDX, listings) and operate within defined guardrails. When questions exceed scope like pricing nuance, legal terms, fair-housing-sensitive topics, it escalates to a human automatically.

What happens when call volume spikes or multiple leads call at once?

Calls don't fail—they should queue. High-intent conversations can be routed to live agents, while others are qualified, scheduled or followed up asynchronously. Every outcome is logged so nothing gets lost.

How does this fit into my CRM and follow-up workflows?

The agent reads live CRM data during calls and writes outcomes back automatically in the form of notes, disposition, next steps and booked appointments. Your team picks up conversations with full context instead of starting from scratch.

Try Plivo Free

Curious how an AI voice platform performs in your workflows, not just in theory? Plivo offers a free trial account with credits so you can experiment with voice, SMS, WhatsApp and chat services before committing. When you sign up, you get trial credits, can add a phone number and start testing features like real-time voice interactions and multi-channel engagement using APIs or visual tools like PHLO. This lets you validate performance, integrations, and call flows with your actual data—all without upfront cost.

Plivo's trial lets you test core capabilities immediately, making it easy to see how quickly you can build, launch, and refine agents that handle calls, qualify leads and update systems in real time.

Get started with your free trial now and begin building your first agent today.

Jan 20, 2026

5 mins

Best AI Voice Agents for Customer Support and Service (2026): What to Deploy Now

Compare 10 AI voice agent platforms for customer support. Get a practical 30-day pilot framework, implementation workflow, and outcome-driven selection guide.

1) Plivo — The fastest path to production-grade AI voice agents for customer support

A recent Gartner survey found that most customer service leaders plan to explore or pilot conversational GenAI in 2025—making a clear, near-term mandate to deliver something that works on the phone channel, not just in chat. That's your cue to build a reliable voice front door with an AI agent builder platform designed for voice-first, omnichannel experiences.

Why Plivo is #1

Plivo is the AI agent builder platform that lets you build your way. Whether you're a business leader who needs to launch fast or an engineering team building custom workflows, Plivo meets you where you are. Start with no-code tools that let non-technical teams deploy agents in hours. Go deeper with low-code orchestration for more control. Or build from scratch with full-code frameworks that integrate into your existing stack. You're never forced into a single way of working.

What it does for you

Plivo's Voice AI stack is modular by design. Want speed? Use the fully integrated platform—STT, LLM, TTS, and telephony—pre-configured and ready to go. Want control? Orchestrate your agents using code with Plivo's Agentic STT models and Telephony, alongside your preferred LLM providers. Want just the connectivity layer? Use audio streaming or SIP trunking and bring everything else yourself. You decide where Plivo ends and your stack begins.

Underlying it all is a reliable, carrier-grade telephony platform that scales for enterprises—global PSTN/SIP connectivity, number provisioning and porting, call routing with failover, recording with consent, and clean human handoff with full context into your CRM or help desk.

Segment-by-segment fit

If you're SMB, launch fast with no-code tools that let you deploy agents in hours, plus a simple dashboard and connectors for Shopify and Calendly. If you're mid-market, use low-code orchestration for more control, with a modular stack that lets you use what you need—swap in your preferred LLM, STT, or TTS. If you're enterprise, build with full-code frameworks that integrate into your existing stack, plus a modular Voice AI stack to pick-and-choose what you need, governance features (RBAC, audit transcripts, data residency), and contact center integration for high availability and reporting.

Start with Voice, go everywhere

Voice is the hardest channel to get right—and it's where Plivo leads. But the same flexible building experience extends to WhatsApp, SMS, RCS, and Chat. Build once, deploy across channels, and meet customers wherever they are.

Suitable for

Fintech customer service: consent-first flows, secure keypad capture, dispute status, and callbacks.
Healthcare scheduling: multilingual intake, appointment changes, escalations with a summarized handoff.
Retail and logistics: order status, returns, delivery windows, and SMS/WhatsApp follow-ups.

No more choosing between a locked-in platform that's easy but limiting, or a DIY approach that's flexible but painful. Plivo gives you both—simplicity when you want it, depth when you need it.

Explore the Voice API, check pricing, review compliance, handle numbers & porting, browse case studies, or jump into the quickstart.

2) Google Dialogflow CX — Complex, branching flows without spaghetti

Key features

Dialogflow CX uses a flow-and-page model to capture state and branching, so you can manage multi-step intents like returns, warranty claims, and multi-factor verification without dozens of brittle intents. It supports voice and text and includes versioning, experiments, and test tools. For telephony, you can use partner gateways or SIP; for global reach, put Plivo at the edge and connect to CX.

Why it matters

Complicated support journeys need explicit state. CX gives you that structure. If your "Where's my order?" workflow forks based on identity checks, fulfillment method, and policy windows, you can keep logic readable and testable. CX also plays well with multilingual experiences and mixed initiative, so callers can change course mid-conversation.

Implementation steps

Start with a single high-volume journey and draw it as a CX flow. Add a fallback page with a short menu for noisy lines. Ground the bot in your knowledge base and order system, then add handoff rules. Put Plivo in front for numbers, routing, and recording consent, and pass summaries back to your ticketing system.

Suitable for

Teams with multiple brands or product lines, where branching grows quickly and consistency matters across regions.

3) Amazon Lex + Amazon Connect — AWS-first voice automation that ops can own

Key features

Lex handles the speech and NLU for voice and text. Connect adds the contact-center fabric: routing, IVR, call recording, and agent desktop. It's a natural fit if your data and apps live in AWS and security prefers IAM-managed access. For global numbers or bring-your-own carrier control, front with Plivo and route into Connect.

Why it matters

Staying inside AWS accelerates procurement, security reviews, and monitoring. You can call Lambdas for tool use, search knowledge with Kendra, and use Connect metrics and contact flows your ops team already knows. That shortens time to value and concentrates governance in one place.

Implementation steps

Define one call flow in Connect (ID&V → status lookup → handoff). Build Lex intents from your top FAQs. Add Plivo for number management, routing, and failover. Send summaries back to your CRM or help desk. Keep a barge-in plan for noisy environments and a keypad fallback for payment flows.

Suitable for

IT-led programs where AWS standardization, auditability, and a single pane of glass for monitoring are priorities.

4) IBM Watson Assistant — Governance-first deployments in regulated industries

Key features

Watson Assistant supports omnichannel conversations with documented security and governance options, including deployment paths designed for regulated workloads. If your risk office leads the decision, IBM provides clear guidance on audit logging, data handling, and architectural choices. Add Plivo to handle PSTN/SIP, call consent prompts, and compliant recording policies.

Why it matters

Financial services and healthcare teams often need auditability from day one. When you need clear data-handling boundaries and deployment models that align with internal controls, IBM's documentation and support track help you pass reviews without months of back-and-forth.

Implementation steps

Map your data-classification rules to Watson's deployment options. Keep contact recordings and transcriptions in your approved storage. Use Plivo's routing and consent prompts to standardize intake across regions. Summarize calls into your case system for full traceability.

Suitable for

Organizations with heavy compliance needs, strict data residency, or formal audit trails for every customer interaction.

5) Cognigy.AI — IVR modernization with fine-grained voice control

Key features

Cognigy combines a visual designer with a voice gateway that supports streaming ASR, interruptibility, and transfer control. It integrates with multiple speech providers and enterprise systems like SAP and Salesforce. This lets you tune barge-in sensitivity, error handling, and handoff cues rather than living with a one-size-fits-all IVR.

Why it matters

If callers still hear a menu tree, you're wasting time and goodwill. Cognigy helps you replace rigid menus with natural conversations and graceful escalation. You keep the levers you need—timing, sensitivity, fallback prompts—so the agent feels human, not scripted.

Implementation steps

Start with the two intents that create the most queue time. Set barge-in thresholds conservatively and widen them after you test in live traffic. Put Plivo at the edge to manage numbers, recording policies, and failover. Send summaries with disposition tags to your CRM.

Suitable for

Enterprises with legacy IVRs, high call volumes, and a clear need to reduce effort without ripping out the contact-center core.

6) Salesforce Agentforce — CRM-native service automation where your team works

Key features

Agentforce brings AI agents into the Salesforce console and data model. Your service team stays in the view they know, while the agent handles common intents, drafts summaries, and routes cases. Add Plivo for calling so every phone interaction lands in Salesforce with the right context.

Why it matters

When everything you need to resolve an issue already lives in Salesforce, keeping the agent there shortens integration time and improves analytics. Supervisors can coach on the same dashboard and review case summaries, while admins maintain clear governance over data and automations.

Implementation steps

Pick one queue with repetitive calls. Tie identity checks to account data and warranties. Keep a "press 0 for a human" fallback and make sure the agent passes a clean summary with next steps. Use Plivo for the phone edge so call recordings and consent are consistent across regions.

Suitable for

Service teams that treat Salesforce as the system of record and want automation to feel native—not bolted on.

7) Zoom Virtual Agent for Phone — A 24/7 receptionist and concierge

Key features

Zoom's Virtual Agent for Phone handles greetings, routing, and the most common requests. You train it from existing docs and site content, then turn it on for after-hours or full-time reception. It's built for quick wins like appointment scheduling, store hours, and simple status checks with transfers when needed.

Why it matters

If reception lines clog your switchboard, a front-door voice agent can deflect simple questions without new headcount. As you add skills, you can expand from triage to completing tasks. For broader reach, connect Plivo to add global numbers and transactional notifications via SMS or WhatsApp.

Implementation steps

Start with greeting, business hours, and routing. Add appointment booking next. Keep live-agent transfers one click away. If you outgrow the PBX perimeter, bring Plivo in to manage numbers and cross-channel follow-ups.

Suitable for

Single-number switchboards, high-volume reception desks, and teams that need a quick, always-on front door.

8) Sierra — Enterprise "autonomous" agents with category momentum

Key features

Sierra focuses on enterprise-grade AI agents for customer service with an emphasis on agentic workflows. The leadership and market traction give executives confidence to back bigger bets. If you're evaluating multi-channel automation with rigorous SLAs, Sierra is a credible short-list option. Plug it into Plivo for reliable telephony, recording consent, and global routing.

Why it matters

Momentum reduces perceived risk. When you need cross-functional buy-in, a vendor that's already in enterprise production helps. You still need the phone edge right: numbers, routing, and failover that won't buckle under peaks.

Implementation steps

Define two end-to-end journeys (e.g., ID&V + order update; returns approval). Keep human handoff one step away and capture every call summary in your case system. Instrument containment and transfers, then iterate weekly.

Suitable for

Large teams planning multi-channel agents and looking for vendor accountability with clear deliverables and timelines.

9) Tidio (Lyro) — SMB eCommerce chat that pairs well with voice

Key features

Tidio blends live chat, an AI agent, and eCommerce integrations. It's a practical way to resolve repetitive questions, free up your team, and capture intent while buyers are on your site. Add Plivo for a simple order-status line and SMS/WhatsApp updates so customers get answers by phone as well as chat.

Why it matters

eCommerce teams need fast coverage more than complex architectures. You can start with FAQs, then add checkout and account questions. When phone calls spike—promos, holidays—route a basic voice flow through Plivo and keep your agent consistent across channels.

Implementation steps

Load your top FAQs and shipping policies, add a returns flow, and set clear handoff rules. For voice, route a single Plivo number to a lightweight agent that authenticates by order ID and ZIP code, then offers a callback option during peaks.

Suitable for

Lean teams that want to reduce repetitive chat volume now and add phone coverage without standing up a full contact center.

10) Robylon — Multi-channel AI agents focused on support teams

Key features

Robylon specializes in AI-driven customer support across voice, chat, email, and messaging. It integrates with help desks like Zendesk and Freshdesk, supports multiple languages, and offers analytics dashboards designed for service leaders. It's a pragmatic fit if your help desk is the hub of your operation.

Why it matters

You want human-like conversations that escalate cleanly. Robylon's positioning around support workflows means your ticketing, SLAs, and dispositions stay intact. For reliable calling, use Plivo for numbers, routing, and recording consent so your phone channel matches the quality of your chat channel.

Implementation steps

Start with account updates and appointment scheduling. Ground the agent in your help-desk knowledge base and macros. Track resolution time and transfer reasons; refine weekly.

Suitable for

Mid-market support teams who want a focused system that plugs into existing help-desk processes and expands to voice without heavy lifting.

How to run a safe, high-signal pilot in 30 days

Define success first

Pick three metrics: containment, transfer rate, and average resolution time. Write a one-line target for each and a go/no-go threshold. Everyone should know what "good" looks like before you take your first call.

Start with narrow, high-volume intents

"Where's my order?", appointment changes, returns, account updates. These are predictable, frequent, and measurable. Script your handoff sentence so agents never start from zero.

Build the right guardrails

Add a consent prompt, a keypad fallback for sensitive inputs, and a short backup menu for noisy environments. Keep the escalations simple: one route for billing, one for everything else.

Ground every answer

Connect the agent to your CRM/help desk and knowledge base. If the answer doesn't exist in your source of truth, escalate. Summarize every call into the ticket with disposition and next steps.

Iterate weekly

Review 20 call transcripts together. Fix the top three friction points. Update prompts and knowledge. Ship changes. Repeat.

FAQ

What's the fastest way to launch a voice agent without changing my stack?

Keep your telephony and routing on Plivo, connect your preferred conversation engine, and ground it in your CRM/help desk and knowledge base. Start with one number, one intent, and a simple fallback.

How should I measure success in the first 30 days?

Track containment, transfer rate, and resolution time. Listen for barge-in moments and interruptions—they reveal prompt and timing issues that you can fix quickly.

How do I implement consent, recording, and PCI/PHI safely?

Play a clear consent prompt before any recording. Use keypad input for payments or sensitive data. Store recordings and transcripts in approved systems and keep audit logs.

When is Dialogflow CX better than Lex, IBM, or Cognigy?

Choose CX for complex branching flows and multilingual journeys; Lex when your team standardizes on AWS; IBM when governance and deployment control are paramount; Cognigy when you're modernizing IVR with fine-grained voice settings.

How do I handle accents, noise, and barge-in in production?

Use a robust ASR, tune your barge-in sensitivity, and keep a keypad fallback. Test in noisy environments and shorten prompts. Summaries help human agents pick up without asking callers to repeat themselves.

Conclusion: Build the voice edge once, then scale what works

A measured result to anchor ROI. McKinsey reported that, at one company with thousands of agents, applying generative AI raised issue resolution and lowered handling time—small percentage gains that compound into real savings at scale. That's the kind of lift your leadership expects—and the reason to start with a focused pilot that moves one metric.

Bring your "brain" of choice, but keep the phone edge on Plivo so every call connects, every consent is captured, and every handoff carries context. Define three KPIs, pick one journey, and go live with a human fallback. Review transcripts weekly, then scale to the next two intents.

Ready to hear what real-time voice feels like? Build your agent or talk to an expert today.

Jun 19, 2025

5 mins

RCS Marketing 101: Your Complete Guide

Discover how RCS marketing delivers rich, branded messages that drive engagement for your business.

SMS marketing works, but let’s be honest: it feels a bit outdated compared to modern apps.

But what if you could send rich, interactive messages with branded content, images, buttons, and carousels straight to your customers’ native messaging apps?

Rich communication services (RCS) makes that possible.

If you’re ready to explore how RCS marketing can transform your engagement strategy, this guide will walk you through everything you need to know. Let’s get started.

What is RCS marketing?

RCS marketing uses rich communication services to send interactive, branded messages through a customer’s default messaging app. It’s a modern upgrade to SMS that lets businesses share images, buttons, carousels, and more — all without needing third-party apps.

A user on Reddit summed up this perfectly:

Screenshot of a Reddit comment explaining what RCS is — *RCS explained by a Reddit user*

RCS lets you send messages that are visually branded with logos and colors while remaining interactive. This turns static updates into an app-like experience inside a message.

This shift is part of a broader industry move, led by Google and backed by major mobile carriers, to upgrade messaging infrastructure and make RCS the default standard on Android devices.

As support continues to grow, businesses are adopting RCS as part of their customer engagement strategy. Platforms like Plivo make that adoption easier with a reliable, enterprise-grade gateway to deliver rich, reliable RCS campaigns at scale.

RCS vs. SMS marketing: A quick comparison

Marketers today are looking for ways to deliver more interactive and visual communication, and RCS is clearly leading the way.

While SMS still works well for simple alerts, it lacks the creativity and engagement that RCS marketing offers.

Let’s take a quick look at RCS vs. SMS marketing.

Key feature	SMS marketing	RCS marketing
Message length	Limited to 160 characters; with longer messages split	Up to 8,000 characters in a single message
Multimedia	Supports only plain text and links; needs MMS for multimedia	Natively supports high-resolution photos, videos, audio, and GIFs
Security and verification	No built-in sender verification	Includes verified sender profiles with business name, logo, and custom colors
Read receipts	No standardized way to know if a message was delivered or read	Provides delivery and read receipts for real-time engagement tracking
Typing indicators	Doesn't show when the other party is typing	Displays typing indicators, creating a more conversational feel
Interactive buttons	Not supported; calls to action (CTAs) are limited to plain text links	Allows interactive buttons with predefined replies and actions
User experience	Static, text-heavy, and transactional	Dynamic, visually rich, and conversational — feels more like a mobile app
Analytics and reporting	Basic delivery tracking (if supported by carrier)	Advanced analytics: opens, clicks, conversions, and user behavior tracking

4 key benefits of RCS marketing

RCS marketing makes messaging feel more natural for both you and your customers. And since you can see what’s working and what’s not, it’s easier to pivot your strategy and get better results.

Here are its four key benefits.

1. Improved user interaction

One of the biggest advantages of RCS marketing is how seamless it makes the experience for your customers. Instead of typing out replies or clicking a link to open a website, users can just tap a button right inside the message.

Want them to book a demo, check order status, or browse products? It’s all possible with just a tap.

Fewer steps mean less effort, and that leads to more people following through. In fact, individuals spend up to 37 seconds engaging with RCS messages, which is a lot longer than most other types of mobile messaging.

Image showing the engagement results of RCS messaging — *People engage more with RCS than any other platform*

That extra time and interaction can make all the difference when you’re trying to convert interest into action.

2. Consistent brand experience

RCS marketing doesn’t just tell people who you are — it shows them.

Verified business profiles help people know they’re getting messages from the real brand. Every message shows your brand’s logo, name, colors, and a checkmark. These small details make it clear that the message is coming from a genuine source.

Image showing that MAYI - HOMES sends a verified RCS message with branding — *Verified RCS message from MAYI - HOMES*

This consistency matters because 88% of people are more likely to buy from a brand they trust.

3. In-depth analytics

With RCS marketing, you can track open rates, button clicks, and how people interact with each part of your message.

You get clear visibility into what’s working and where users are dropping off.

This makes it much easier to measure the return on investment (ROI) and fine-tune your campaigns. The more you understand how people engage, the better you can shape your messaging for results.

4. Higher conversion potential

RCS marketing makes it easier for customers to take action — whether that’s browsing products, booking a service, or making a purchase — all within the message itself.

With fewer clicks and no need to switch apps, the path to conversion feels effortless. And when it’s that easy, more people follow through.

For example, EaseMyTrip used RCS to run a post-COVID travel survey. They added quick-tap answer options and followed up with a thank-you coupon. The campaign saw a 4x higher click-through rate than email, 10x more survey completions, and a 2.7% increase in conversion rate.

5 major use cases of RCS marketing

Here are five major use cases showing how brands are using RCS marketing effectively.

1. Product promotions

RCS makes product promotions feel more like browsing a store than reading a message. Brands can send image carousels that customers can swipe through to explore new arrivals, check product details, and see what’s available without leaving their messaging app.

Verified RCS message highlights a 25% off promotion on all items — Verified RCS message from Daily-donuts

Example: A fashion retailer promoting its spring collection could send an RCS message featuring a carousel of outfits with styled images, prices, and buttons like “View Lookbook” or “Shop Now.”

Tapping a button could open a mini product page inside the chat, letting customers browse and buy without switching apps.

2. Abandoned cart reminders

The average cart abandonment rate is over 70%, which means most shoppers never make it to the finish line. RCS marketing can help bring them back by making the reminder more engaging and easier to act on.

You can send a message that shows exactly what they left behind, along with a clear button to complete the purchase. It’s visual, straightforward, and the entire experience stays within their messaging app.

Example: A home electronics store could follow up with customers who left a pair of wireless earbuds in their cart. The RCS message might include a product photo, the price, and a “Buy Now” button that takes them straight to checkout.

3. Appointment confirmations and reminders

A PhD thesis from Manchester Metropolitan University found that forgetfulness is the most common reason people skip their appointments.

RCS makes it easier for both businesses and customers to stay on the same page. You can send a message that shows the appointment details along with a simple calendar view. Add buttons to confirm, reschedule, or cancel — all within the chat.

Image depicting an interactive RCS booking confirmation message — Booking confirmation via RCS with quick action buttons

Example: A dental clinic could use RCS to remind patients of upcoming cleanings. The message might show the date, time, and location of the appointment, plus a “Confirm” button and options to “Reschedule” or “Cancel.”

Patients can respond instantly, helping the clinic manage its schedule more efficiently.

4. Customer surveys and feedback

Getting feedback is important, but most customers lack the time or patience to complete lengthy forms. RCS marketing makes it easier by allowing brands to ask short, targeted questions and receive quick responses.

Plus, the rich features of RCS let you include images, ratings, or multiple-choice options, making feedback feel more like a conversation.

Example: A restaurant could send an RCS message after a meal asking customers to rate their experience with simple buttons like “Excellent,” “Good,” or “Needs Improvement.”

The message might also include a photo of the dish they ordered and a quick question like, “What did you like most?” This quick interaction makes it easy for customers to respond and gives the restaurant valuable insights.

5. Customer support follow-ups

After a support request is resolved, following up shows customers you care and helps close the loop on their experience. But if the follow-up message gets buried in an email inbox or goes unnoticed, that opportunity to connect is lost.

With RCS marketing, you can send a quick message to check if everything’s working fine. You can include helpful buttons like “Change Password,” “Manage Account,” or “Talk to Support.”

Support bot provides instant replies and follow-ups for customer queries — AI-powered support for account management

RCS marketing myths and realities

Despite RCS marketing’s growing adoption and proven results, some common misconceptions still hold businesses back from trying it. Let’s look at a few of the biggest myths and what’s actually true.

Myth 1: RCS marketing is too expensive

At first glance, RCS business messaging can seem like a pricey upgrade. Rich visuals, tap-to-action buttons, and branded layouts look premium, so it’s easy to assume they come with a hefty cost.

But cost alone doesn’t tell the full story.

What you get in return matters more. RCS drives significantly stronger engagement with higher click-through rates, increased interactions, and better overall outcomes.

Take Club Comex, the loyalty program of North American paint brand Comex. They sent two rich and interactive RCS campaigns to their members and saw a 10x higher click-through rate, which helped increase revenue by 115%.

That’s the value side of the equation. Better targeting and richer content mean more people click, engage, and convert.

Myth 2: RCS marketing doesn’t reach enough users to be worth it

This concern made sense in the early days of RCS, when adoption was still catching up. But the landscape looks very different now.

In June 2024, the 12-month growth of RCS users reached 36.3%, showing faster uptake than other messaging channels. More Android devices support RCS by default, and it’s being rolled out across more networks globally. Even Apple has announced support, which means RCS is on track to reach a massive number of smartphone users worldwide.

With that kind of growth and widespread support, the hesitation around RCS is starting to fade. Brands can confidently invest in RCS marketing knowing it will connect with more customers than ever before.

Myth 3: RCS gets treated like spam and ends up ignored just like emails

Unlike email, RCS messages appear directly in the user’s primary messaging app alongside personal conversations. They include rich media and interactive elements, making them more engaging and less likely to be ignored.

This creates a more natural, conversational experience that drives higher open and response rates than traditional marketing channels.

Why choose Plivo for your RCS marketing needs

With RCS, you can turn simple messages into rich, branded conversations that feel more like chatting than broadcasting.

Plivo gives you the tools to make that shift without the hassle. From verified messaging to smart automation, everything works together to help you connect better and respond faster.

When combined with AI Agents and a unified customer data platform, RCS becomes more than just messaging. You can deliver personalized experiences at scale, automate everyday interactions, and keep conversations flowing without lifting a finger.

Here’s what you get with Plivo’s RCS API:

Real-time personalization: AI Agents tailor conversations using customer profiles and behavior triggers to improve engagement and conversions.
Multi-channel fallback: If RCS isn’t supported, messages automatically switch to SMS to ensure delivery and maintain consistent communication.
Conversational automation: AI Agents handle FAQs, process orders, schedule deliveries, and route complex queries within RCS.
All-in-one messaging platform: Manage RCS, SMS, WhatsApp, Voice, and more from a single dashboard.
Reliable performance: 99.99% uptime and global infrastructure keep your campaigns running smoothly.

With Plivo’s no-code tools, you can quickly launch AI-powered RCS messaging across channels and deliver a consistent customer experience from day one.

See how you can launch your first RCS marketing campaign with Plivo by requesting a demo today!

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Sep 14, 2023

5 mins

All about Telecom Fraud and How to Combat It

Telecommunication fraud: Learn about the types of telecom fraud and effective strategies to combat it. Protect your business and user information, partner with a reliable service provider like Plivo today!

Fraud Prevention

Telecommunications fraud costs billions of dollars each year — estimates put global losses from telecom fraud between $25-40 billion annually — and every business is a potential victim. That’s because every organization uses telecom services — voice calls, SMS, even website click-to-call — which means they’re targets for sophisticated criminals looking to exploit vulnerabilities and rack up unauthorized charges.

Types of telecom fraud

What constitutes telecom fraud? There are many common types of telecom scams.

SMS pumping: This involves sending high volumes of SMS messages to premium rate numbers owned by the fraudster. They make money off the interconnect fees paid by the operator.
International revenue share fraud (ISRF): Fraudsters hack into business PBX systems or cloud services and make expensive international calls that terminate on high tariff destinations. The revenue is shared between fraudsters.
SIM box or SIM farm fraud: This uses SIM boxes with multiple prepaid SIM cards to terminate international calls as local calls, bypassing international rates.
Subscription fraud: Getting postpaid connections using fake identities to make calls and default on payments.
PBX hacking: Gaining access to enterprise phone systems to make unauthorized calls.
Robocalls: Illicit robocalls may use your numbers without your consent, harming brand reputation.

Telecom fraud prevention

Fighting fraud takes the combined efforts of governments, carriers, cloud providers like Plivo, and businesses. A number of tools and techniques are available from each of these entities to detect and mitigate telecom fraud.

✔ Government measures

At the government level, in the last couple of years we’ve seen a mandate for the use of the STIR/SHAKEN framework for caller ID authentication to verify originating numbers and identify spoofed calls in the US and Canada. Information from STIR/SHAKEN gives individuals more information about whether they should pick up an incoming call.

Governments can take other measures as well. In addition to making it harder to spoof phone numbers, the UK government plans to ban cold calls on all financial products, and ban SIM farms, which criminals use as a way to bypass legitimate communications platforms to send thousands of scam texts at once. In India, officials are working on a bill to mandate that the identity of a person sending a message or calling be visible to the receiver irrespective of the platform used for communication.

✔ Carrier measures

At the carrier level, US carriers have mandated businesses register their brands and use 10-digit long codes (10DLC) for application-to-person texting over long codes — regular 10-digit phone numbers. Similarly, toll-free numbers must be verified before being used for texting, and short codes have to meet carrier-mandated conditions when they’re set up. All of these measures are designed to mitigate unwanted robocalls.

Carriers have several other tools at their disposal.

Real-time fraud management, in which carriers use AI and ML to analyze call patterns and identify fraud immediately through rule-based scoring.
Fraud analytics, which uses historical data to identify fraud trends, high-risk periods, and fraud hotspots through geospatial analytics.
Blockchain, in testing now by some operators, may provide immutable caller ID verification between networks.

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✔ Service provider measures

Cloud providers help combat fraud by offering geo permissions to disable call routes to countries and regions in which a business has no presence, thereby avoiding potential ISRF. Plivo, for instance, lets you filter calls to specific countries and continents, and block high-risk voice network groups.

Service providers also offer tools businesses can use to lower the risk of fraud. Two-factor authentication (2FA) is a critical tool for keeping unauthorized individuals out of company accounts and away from company resources.

✔ Customer measures

As a business you can adopt several practices on your own to counter telecom fraud:

Work with telecom providers to implement STIR/SHAKEN caller authentication and trace back spoofed calls originating from your numbers.
Use CAPTCHA as appropriate to deter bots from exploiting systems.
Conduct regular dark web scans to check whether any numbers you use are being sold to scammers.
Deploy tools to block high-risk traffic identified through telecom fraud analytics.
Have your application server or content delivery network set rate limits by user, IP address, or device identifier, to prevent sending more than 1 message per n seconds to the same mobile number range or prefix. You can also limit call duration or the number of concurrent calls.
Monitor customer complaints about receiving robocalls/spam from your numbers.
Require 2FA for all account and data access. Confirm users’ email addresses and/or phone numbers before enrolling them in 2FA.
Audit telecom invoices frequently for unusual spikes.

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✔ Individual awareness

All of those techniques can cut the risk of fraud for businesses and limit risks for their customers as well. However, individuals still have to stay alert and cautious to avoid being targeted by fraud that slips past all of the defenses. Number spoofing may be the most common scammer technique, in which fraudsters mimic legitimate numbers to socially engineer victims. Advanced telecom analytics solutions can help detect unusual calling patterns associated with these scams, providing an additional layer of protection.Another is Wangiri fraud, where scammers call phone numbers and hang up after one ring to bait recipients into calling back premium rate numbers. The more cautious your customers are, the less likely they are to become victims of telecom fraud.

Stay safe out there

Telecom fraud has been around for about as long as the telephone itself. As calling technology changes and evolves, so do scammers’ techniques. Businesses need to take advantage of layered fraud prevention provided by governments and carriers and continuously refine their own anti-fraud practices. With proactive participation from the business side, carriers can often trace, flag, and block fraudulent telecom activity being conducted over your platforms and numbers.

Plivo is committed to complying with all national and carrier regulations and best practices reducing telecom fraud. Our goal is to help you keep your customers safe from phone scams while controlling unauthorized telecom charges.

Sep 13, 2023

5 mins

Drive Engagement with Political Texting: Examples, Benefits, and Best Practices

Political text messaging examples: Boost engagement through political texting. Explore real-world political text message examples, highlighting their benefits and proven best practices.

SMS

Today, political engagement is no longer limited to print and broadcast channels. With the rise of mobile technology, SMS campaigns have proven to be a powerful tool for driving political participation.

Benefits of political text messaging

Using SMS as a communication medium offers several advantages for political organizations. Firstly, it allows for direct and instantaneous contact with potential voters, reaching them wherever they are. Whether you use them for sharing campaign updates, fundraising appeals, or mobilizing supporters for events, SMS messages provide an efficient and effective means of communication.

Secondly, SMS messages have a high open rate, ensuring that your political message gets seen. Unlike emails or social media posts that may go unnoticed, text messages are typically read within minutes of delivery. This high open rate increases the likelihood of your campaign message reaching its intended audience and driving engagement.

Lastly, by leveraging an SMS API from a trusted cloud communications provider, political campaigns can scale their efforts and reach a wider audience. An API allows for automated message sending, enabling campaigns to reach thousands or even millions of voters simultaneously. This scalability is especially crucial during election campaigns, where timely and targeted communication is essential.

Successful text message campaign examples

To understand the power of SMS campaigns, let’s explore some successful examples.

Mayoral campaign: One notable campaign comes from a mayoral candidate who utilized an SMS API to engage with voters. The candidate sent personalized messages to registered voters, highlighting their campaign promises and encouraging them to participate in local events. By leveraging SMS, the candidate was able to track the responses and engagement levels, allowing for data-driven decision-making and targeted follow-up communication.
Statewide ballot initiative: A campaign used SMS messages to educate voters about a proposed ballot measure and mobilize support. Through a series of informative and persuasive texts, the campaign was able to reach a broad audience and generate widespread awareness. The SMS API provided the necessary tools to track voter sentiment and adjust the campaign’s messaging and strategies accordingly.
Presidential campaign: A presidential candidate utilized an SMS API to engage with supporters across the country. By sending personalized messages with updates on campaign events, policy initiatives, and volunteer opportunities, the campaign was able to mobilize a vast network of dedicated supporters. The SMS API’s tracking capabilities allowed the campaign to measure engagement levels and adjust messaging strategies accordingly.
Local election campaign: A local election campaign used an SMS API to target undecided voters in key districts. The campaign sent persuasive texts highlighting a candidate’s qualifications, policy positions, and endorsements. Through the API’s segmentation capabilities, the campaign was able to tailor messages based on voter demographics, increasing the effectiveness of the outreach efforts.
Advocacy campaign: An advocacy group utilized an SMS API to rally support for a specific cause. By sending informative texts that highlighted the issue, provided resources, and encouraged supporters to contact their representatives, the campaign was able to generate significant grassroots mobilization. The SMS API’s analytics allowed the organization to track the impact of their messaging and adjust their strategies accordingly.

These examples demonstrate the versatility and effectiveness of SMS campaigns in political engagement. By leveraging an SMS API, campaigns can create personalized, targeted, and trackable messages that resonate with voters, ultimately driving increased engagement and support.

Best practices for creating effective SMS campaigns

Creating effective SMS campaigns requires careful planning and execution. Here are some best practices to keep in mind:

Opt-in only: Federal, state, and local regulations control how you can and can’t use text messaging in campaigns, and telecom carriers have their own regulations too. Before you start, find out how to comply with text messaging requirements.
Segment your audience: Divide your voter database into segments based on demographics, interests, or previous engagement levels. This allows for more personalized and targeted messaging, increasing the likelihood of engagement.
Craft clear and concise messages: SMS messages have character limitations, so make every word count. Use clear and concise language to convey your message effectively.
Include a call to action: Prompt your recipients to take action, whether it’s visiting a campaign website, attending an event, or donating. Including a clear call to action increases the likelihood of engagement.
Timing is key: Consider the best time to send your messages to maximize open rates. Avoid late-night or early morning messages that may disrupt recipients’ sleep.
Test and optimize: Continuously test different messaging strategies, timing, and calls to action to optimize your campaign’s effectiveness. Use the SMS API’s analytics to track engagement levels and make data-driven adjustments.

Scale your political texting with an SMS API provider

Implementing an SMS API for political engagement is a relatively straightforward process. First, you need to choose a trusted cloud communications provider that offers an SMS API service.

The pricing and features of SMS API for political campaigns vary among cloud communications providers. Choose a provider that offers a pricing structure and features that align with your campaign’s needs.

As for features, an ideal SMS API for political campaigns should offer message personalization, automation, analytics, and integration capabilities. These features enable campaigns to create targeted messages, automate their outreach efforts, track engagement, and integrate the SMS API seamlessly into their existing campaign infrastructure.

When evaluating different providers, consider your campaign’s anticipated SMS volume, budget, and desired features to make an informed decision.

SMS campaigns offer a powerful and effective means of driving political engagement. By leveraging successful text message campaign examples and following best practices, political organizations can create impactful SMS campaigns that resonate with voters and drive meaningful engagement.

Visit our guide on how to comply with political text messaging requirements in US elections for more details on how to get started with Plivo.

Sep 11, 2023

5 mins

Get Extra Value from Your IVR Menu with PreAnswer

Maximize the efficiency of your IVR menu with the powerful PreAnswer feature. Discover how PreAnswer can enhance customer experience, reduce wait times, and provide valuable information upfront.

Voice API

IVR

One time you can be sure to have your customers’ attention is when they call you. Many callers spend a few moments on hold on their way to getting their questions answered. Don’t waste those precious seconds — use them wisely by giving callers information they can use.

It’s a rare business nowadays that keeps a human receptionist on the payroll to answer customers’ phone calls. Instead, most companies use interactive voice response (IVR) — automated technology that speaks a menu of options and lets users make choices by speaking or pressing a phone keypad key.

Plivo makes it easy to create an IVR menu tree in a couple of ways. Our PHLO visual workflow design tool lets you drag components onto a canvas and use them as building blocks for your menu tree; we wrote a blog post that walks you through the process. Or you can write an IVR menu with your favorite SDK and Plivo XML documents. It’s not drag-and-drop, but it’s pretty easy — and it’s what you need to do to take advantage of this tip.

From IVR to OIC

When you forward a call to an extension, sometimes it gets queued up waiting to be answered. If you had a customer’s attention, even if just for a few seconds, what would you communicate to them?

PreAnswer lets you specify what happens after a call is transferred but before it’s picked up. Some companies squander those seconds playing inoffensive music. But there are better possibilities.

For instance, suppose you’re a restaurant and you have a daily special, or maybe you’re a retailer with a one-day sale. You can put text that describes the deal into a file that your application can open and read out using text-to-speech.

Or suppose you’re transferring a call to a department that gets the same questions over and over. You could record answers to common questions and play them to callers. If you answer a customer’s question with recorded information they’ll hang up satisfied, and you’ll have freed up an employee’s time.

Tech specs

Here’s how it works on a technical level. Plivo lets you control call flows with XML code. The PreAnswer XML element lets you embed any of three other elements:

Speak plays specified text using text-to-speech. The Speak XML element tells Plivo to generate spoken audio, powered by Amazon Polly. We support 27 languages and more than 40 voices, and by using Speech Synthesis Markup Language (SSML) you can control pronunciation, pitch, and volume to make the spoken words sound more natural and less machinelike.
Play plays audio in MP3 or WAV format.
Wait waits silently for a specified number of seconds.

When you forward a call, you can specify the PreAnswer element with an embedded Speak or Play element.

Speak friend and enter

Here’s a little Python code that shows how to use the Speak element. Suppose you put the messages you want spoken in a text document called speak_input.txt:

Thanks for being patient. To compensate you for your time on hold, we’re offering a 50% discount on a yearly subscription. Use the discount code “hold50” when you sign up. Someone will be with you shortly.

This code opens that file, reads the text, and adds it to the Speak element.

    from plivo import plivoxml

preanswer_message_file = open("speak_input.txt", "r")

preanswer_message = preanswer_message_file.read()

response = plivoxml.ResponseElement()

response.add(plivoxml.PreAnswerElement().add(plivoxml.SpeakElement(preanswer_message)))

Play on words

Alternatively, you could record your message (in this example in a file called sales_discount.mp3 that lives on Amazon S3) and use the Play element.

from plivo import plivoxml

preanswer_play = “https://s3.amazonaws.com/sales_discount.mp3”

response = plivoxml.ResponseElement()

response.add(plivoxml.PreAnswerElement().add(plivoxml.PlayElement(preanswer_play)))

Wait a moment

Sometimes you might want a few seconds of silence before you speak or play a message. This code uses the Wait element to pause for 10 seconds.

from plivo import plivoxml

response = plivoxml.ResponseElement()

response = (plivoxml.PreAnswerElement().add(plivoxml.WaitElement(None).set_length(10)))

What should you use PreAnswer time for? That’s up to you. Here are some possibilities.

Provide an estimate of how long people will spend on hold.
Remind people that they can find answers in your online support pages.
Present special offers.
Share company news, or if you’re a financial institution maybe share stock market news.

Get creative

Of course you can choose a safe, boring message: “Thanks for calling our support line. We appreciate your business. Calls are answered in the order received.” You could even use bland “elevator music.” But given all of the more valuable possibilities, we suggest you get creative and take advantage of those fleeting moments of your callers’ attention.

Sep 6, 2023

5 mins

Introducing Zentrunk Number To Trunk Mapping via API

Plivo’s Zentrunk now offers number to trunk mapping via API. Read to know more about Zentrunk’s enhanced call routing efficiency, and flexibility for a seamless communication.

Zentrunk

Aug 28, 2023

5 mins

A Tour of the Plivo Console: Phone Numbers

A menu-by-menu look at renting and managing phone numbers via the Plivo console.

Console

Phone Numbers

We’ve just about concluded our top-to-bottom tour of the Plivo console. The only major area we haven’t visited is Phone Numbers, the sixth icon on the main console menu. Clicking on that number-sign icon brings up a list of numbers rented by your account along with a button that allows you to rent more.

Eagle-eyed readers will note that the button you click to rent numbers says Buy Number. Tomato, tomahto — you get the exclusive use of the number, for which you pay a monthly fee that varies by country.

Clicking on any individual number on the list brings up a screen with detailed information about it, beyond the summary displayed on the list screen.

Renting a number

Clicking the Buy Number button takes you to a screen where you can search for the kind of number you want in any of the countries in which Plivo rents phone numbers.

When you’ve ticked the selection criteria and clicked Search, Plivo displays a list of numbers that meet your criteria. Next to each is a Buy Number button that you can use to add the number to your roster of active numbers.

The first list displayed on the Phone Numbers screen is all the active numbers rented to your account. Other available lists show pending, unrented, and port-in numbers.

Some countries regulate phone numbers and require that information be submitted to a regulatory authority before they can be rented. Such numbers are marked pending until a compliance application is submitted and accepted. You can fill out a compliance application by clicking on the appropriate menu item under Phone Numbers.
Unrented numbers are, as you’d expect, ones which you no longer rent.
You can port a phone number from another provider in to Plivo. Numbers in the port-in process appear on this list.

All three lists let you click on a number to see additional information about it.

The Rental Summary page shows an itemized list of all phone numbers you’re renting.

Bring your own carrier, bring your own number

Another menu item lets you bring your own carrier. You can also bring your own number to Plivo. With this feature, you can specify numbers rented from external carriers. After you bring them to Plivo, you can use them just like numbers you rent from us — for example in PHLO workflows.

The only item under Phone Numbers that we haven’t touched on yet is Sender ID. Not all countries use sender IDs; the US and Canada are two that don’t. Among the countries that do use them, regulations concerning sender IDs vary. You can whitelist your account for sender IDs from this menu.

Console tour: complete

If you found this post helpful, you should take a look at the other stops on our console tour: the SMS, Voice, Number Lookup, and Zentrunk menus.

The console menu contains a few additional choices we haven’t stopped on. You can click on Documentation, Support, Billing, and Account and poke around yourself. You can also click on PHLO to get a look at our Plivo High-Level Objects visual design studio, which we’ve documented elsewhere.

Aug 25, 2023

5 mins

Boost Your Business Efficiency with Automated Text Messaging Solutions

Discover how automated text messaging can transform your business communication. This guide covers benefits from boosting customer engagement to streamlining internal comms.

SMS

In today’s fast-paced business environment, effective communication is key to staying ahead of the competition. One powerful tool that businesses can leverage is automated text messaging solutions, which provide a seamless and efficient way to communicate with customers, employees, and suppliers, leading to improved productivity and customer satisfaction.

What is text message automation?

Text message automation allows businesses to send personalized messages to individual or bulk recipients without manually typing and sending each message. SMS automation is ideal for sending appointment reminders or promos and discounts, boosting customer engagement, and sending shipping or delivery notifications.

Imagine this: You're hosting a limited-time offer to members of your loyalty program. The message is written and ready to go — but during a busy morning schedule, the “sale starting now” alert text never gets sent. SMS automation eliminates this communication gap. Plus, SMS automation is usually integrated with existing SMS solutions, adding convenience without additional costs.

Benefits of using automated text messaging for business

There are numerous benefits to incorporating automated text messaging into your business operations.

1. Instant and direct audience reach

‍Automated text messaging lets you reach your target audience instantly and directly. With the majority of people having a mobile phone within arm’s reach at all times, text messages have a much higher open and response rate compared to other communication channels such as email and phone calls. This ensures that your message gets noticed and acted upon promptly.

2. Time and resource efficiency

‍Automated text messaging solutions enable businesses to save valuable time and resources. Instead of manually sending individual messages, these solutions automate the process, allowing you to send bulk messages to multiple recipients simultaneously. This not only streamlines your communication efforts but also frees up your staff to focus on other important tasks.

3. Enhanced customer engagement and loyalty

‍Automated text messaging can enhance customer engagement and loyalty. By sending personalized messages, such as appointment reminders, order confirmations, and exclusive offers, you can create a more personalized and tailored experience for your customers. This not only strengthens your relationship with them but also increases the likelihood of repeat business and word-of-mouth referrals.

How does automated text messaging work?

Automated text messaging solutions operate through user-friendly platforms that integrate with your existing systems. These platforms use application programming interfaces (API) to connect with your customer database, allowing you to automate the sending of text messages based on predefined triggers or events.

For example, you can set up a trigger to send a text message to customers who have abandoned their online shopping cart, reminding them to complete their purchases. The automated text messaging solution would automatically pull the customer’s contact information and send a personalized message, increasing the chances of conversion.

Key features of automated text messaging solutions

When choosing an automated text messaging solution for your business, consider the key features that will best meet your needs. Some of the essential features to look for include:

SMS automation: The ability to automate the sending of text messages based on triggers or events, saving time and ensuring timely communication.
Personalization: The option to personalize messages with recipient information, making the communication more relevant and engaging.
Message templates: Predefined templates that can be customized and reused, simplifying the message creation process.
Scheduling: The ability to schedule messages to be sent at specific times or dates, ensuring messages are delivered at the most opportune moments.
Contact management: The capability to manage and segment your contact list, allowing you to target specific groups with relevant messages.
Reporting and analytics: Comprehensive reporting and analytics that provide insights into message delivery, open rates, click-through rates, and other key metrics.

By considering these features, you can select an automated text messaging solution that aligns with your business goals and maximizes efficiency.

Examples of using text message automation for business communications

Automated text messaging can be a powerful tool for businesses to streamline communication, engage customers, and provide timely information. Here are some examples of automated text messaging for different business purposes:

Appointment reminders: “Hi [customer name], this is [business name]. Just a reminder that your appointment with us is scheduled for [date] at [time]. Please reply ’C’ to confirm or ’R’ to reschedule.”
Order updates: “Hello! Your order #[order number] is confirmed. It will be shipped within the next 24 hours. You’ll receive a tracking number soon.”
Promotions and discounts: “🎉 Special Offer Alert! 🎉 Enjoy 20% off your next purchase at [business name]. Use code: SAVE20. Valid until [expiration date]. Happy shopping!”
Feedback requests: “Hi [customer name]. We hope you enjoy your recent purchase. Help us improve by taking a quick survey: [survey link]. Your feedback means a lot to us!“
Abandoned cart recovery: “Oops! It looks like you left items in your cart at [business name]. Complete your purchase now and get 10% off. Click [link] to return.”

Event notifications: “Hello! Our upcoming workshop on [topic] is just around the corner. Secure your spot by registering here: [registration link]. See you there!”
Membership renewal reminders: “Hi [member name]. Your membership with us will expire on [expiration date]. Renew now to continue enjoying exclusive benefits and discounts.”
Product updates and releases: “Exciting news! We’ve just launched our latest product — [product name]. Explore its amazing features and place your order today.”
Personalized recommendations: “ [Customer name], based on your preferences, we think you’ll love [recommended product]. Check it out here: [product link].”
Weather-related alerts: “Attention travelers: Due to inclement weather, flights departing from [airport] are experiencing delays. Please check with your airline for more details.”
Subscription renewal notices: “Hello [subscriber name]. Your subscription to [service name] is set to renew on [renewal date]. To cancel or make changes, visit [subscription management link].”
Loyalty program updates: “🎁 Great news! You’ve earned 100 points with [business name] loyalty program. Redeem them for discounts or rewards on your next visit.”

The key to successful automated text messaging is to ensure the messages are relevant, personalized, and provide value to the recipients. Additionally, always offer an easy way for customers to opt out or manage their preferences for receiving these messages.

Implementing automated text messaging in your business

To successfully implement automated text messaging in your business, have a clear strategy and plan in place. Start by identifying the specific use cases where text messaging can add value to your operations, such as appointment reminders, order updates, or customer surveys.

Next, ensure that your customer database is up to date and properly segmented. This allows you to target the right audience with relevant messages, increasing the chances of engagement and conversion.

Integrate your chosen automated text messaging solution with your existing systems, such as your customer relationship management (CRM) or ecommerce platform. This enables seamless data synchronization and ensures that messages are triggered and sent in a timely manner.

Finally, regularly evaluate and analyze the performance of your text messaging campaigns. Use the reporting and analytics provided by your automated text messaging solution to gain insights into customer behavior and engagement. This will enable you to refine your strategies and optimize your messaging for better results.

Best practices for automated text messaging

To make the most of automated text messaging for your business, consider the following best practices:

1. Obtain consent

Ensure that you have obtained proper consent from recipients before sending any text messages. This not only complies with legal regulations but also respects the privacy of your customers.

2. Keep messages concise

Text messages have a character limit, so keep your messages concise and to the point. Use clear and simple language to convey your message effectively.

3. Timing is key

Be mindful of the timing of your messages. Avoid sending messages too early in the morning or too late at night, as this may lead to annoyance or disruption.

4. Test and optimize

Continuously test and optimize your text messaging campaigns to improve performance. Experiment with different message content, timing, and personalization to find what resonates best with your audience.

5. Monitor feedback

Encourage recipients to provide feedback or reply to your messages. This will help you gauge customer satisfaction and identify areas for improvement.

Choosing the right automated text messaging solution for your business

With numerous automated text messaging solutions available in the market, it is important to choose the one that best fits your business needs. Consider the following factors when selecting a solution:

1. Ease of use

Look for a user-friendly platform that lets you easily navigate and manage your text messaging campaigns.

2. Integration capabilities

Ensure that the solution integrates seamlessly with your existing systems, such as CRM or ecommerce platforms, to enable efficient data synchronization.

3. Scalability

Choose a solution that can scale with your business as it grows, accommodating increased messaging volumes and expanding functionality.

4. Customer support

Evaluate the level of customer support provided by the solution provider. Responsive and knowledgeable support can be invaluable in resolving any issues or challenges.

5. Security and compliance

Prioritize solutions that prioritize data security and comply with relevant regulations, such as the General Data Protection Regulation (GDPR).

By considering these factors, you can make an informed decision and select an automated text messaging solution that meets your business requirements.

Integrating automated text messaging with other business tools

To further enhance the effectiveness of automated text messaging, consider integrating it with other business tools. For example, you can integrate your text messaging solution with your CRM system to ensure that customer data is synchronized and up to date.
You can also integrate text messaging with your email marketing platform to create a seamless multichannel communication strategy. By combining the power of text messages and emails, you can reach your audience through their preferred communication channel and increase engagement.
Additionally, consider integrating text messaging with your customer feedback or survey tools. This will enable you to gather valuable insights and feedback from your customers in real time, helping you make informed business decisions and improve customer satisfaction.

The future of automated text messaging for businesses with Plivo APIs

As technology continues to advance, automated text messaging solutions will play an increasingly important role in business communication. By leveraging these solutions, businesses can streamline their operations, enhance customer engagement, and boost overall efficiency.

To stay ahead in today’s competitive landscape, it is essential for businesses to adopt automated text messaging as part of their communication strategy. By choosing the right solution, implementing best practices, and integrating with other business tools, you can unlock the full potential of automated text messaging and take your business to new heights.

Discover how automated text messaging can transform your business communication. Contact us today for a free consultation and see how our solution can benefit your organization.

Aug 24, 2023

5 mins

Cloud vs. Traditional Contact Centers

Chatbots help businesses automate their customer service motion and reduce time to ticket resolution. Learn about chatbots and how to implement them in this blog.

Contact Center

Comparison

Cloud contact centers are revolutionizing how businesses serve customers, offering enhanced flexibility, scalability, and cost-efficiency compared to on-premise contact center solutions.

Read on to explore the differences between cloud and on-premise contact centers, cloud benefits, and to determine if cloud technology is the right fit for your business.

What is a Cloud Contact Center?

A cloud contact center is a centralized online platform hosted by a third-party service provider, accessible over the internet, which manages both inbound and outbound customer interactions across various communication channels.

Unlike traditional on-premise contact centers, cloud contact centers enable agents to access the system from anywhere with an internet connection, while the vendor handles system administration and maintenance.

What is a Traditional On-Premise Contact Center?

A traditional on-premise contact center relies on physical infrastructure located within a business’s premises. It involves owning and managing the hardware, software, and networking components required for customer interactions.

With traditional, on-premise contact centers, agents are required to work from the designated facility, limiting flexibility and scalability.

Key Differences: Cloud vs. Traditional Contact Centers

The main difference between cloud and traditional contact centers comes down to where they reside — in the cloud or on-site.

However, this distinction has far-reaching implications that shape the overall efficiency, scalability, and adaptability of these contact center models.

Benefits of Using a Cloud Contact Center:

Anywhere, Anytime Accessibility: Cloud contact centers allow agents to work remotely, enhancing flexibility and job satisfaction while reducing overhead costs associated with maintaining a physical facility.
Predictable Costs: Monthly subscription models of cloud contact centers facilitate accurate financial forecasts, eliminating unexpected expenses for hardware repairs or upgrades.
Scalability: Cloud-based solutions offer the flexibility to expand or contract resources as needed, allowing businesses to accommodate fluctuating demands without substantial investments.
Omnichannel Approach: Cloud contact centers seamlessly integrate multiple communication channels, providing agents with a holistic view of customer interactions and enabling efficient problem resolution.
Quick Deployment: Cloud solutions are rapidly deployed without the need for extensive installation, resulting in shorter setup times compared to traditional counterparts.
Stress-Free IT: Third-party providers manage maintenance, updates, and integrations, freeing up internal resources for core customer service tasks.

Considerations for Traditional Contact Centers:

Sunk Cost Fallacy: Businesses heavily invested in on-premise systems may resist change due to sunk costs. However, focusing solely on past investments overlooks the benefits of modern cloud technology.
Control and Security: Some businesses prioritize on-premise setups for data security and customization control. However, cloud contact centers are enhancing security measures and customization options.

Choosing the Right Contact Center Solution for Your Business

Choosing between cloud and traditional contact centers hinges on your business’s unique requirements, goals, and constraints. Here are some scenarios where a cloud contact center could be the optimal choice:

Rapid Scalability: If your business is poised for growth and needs to swiftly expand its customer support operations, a cloud contact center offers agility and scalability.
Flexibility: For businesses that need to adapt quickly to changing customer demands and industry trends, the cloud’s flexibility allows for swift adjustments.
Limited Resources: Smaller businesses with restricted time, internal resources, and IT expertise can benefit from the ease of deployment and maintenance offered by cloud solutions.
Multichannel Approach: If your business intends to engage customers through various channels, a cloud contact center’s omnichannel capabilities streamline communication and problem-solving.
Advanced Features: Cloud contact centers provide access to cutting-edge technologies, from AI-powered chatbots to sophisticated analytics, enabling enhanced customer experiences.

Conclusion

The evolution of contact centers from traditional on-premise setups to cloud-based solutions signifies a transformation in customer service. Cloud contact centers offer unprecedented flexibility, scalability, and cost-efficiency, empowering agents to provide exceptional experiences regardless of their physical location.

If you’re ready to transition to a cloud contact center and position your customer service operations for success in the digital age, Contacto makes automation and omnichannel communication simple.

Set up some time with us to share your business needs and get started with a free trial.

Aug 24, 2023

5 mins

Plivo Renews PCI DSS Certification to Keep Your Cardholder Data Secure

PCI certification: Plivo renews PCI DSS compliance certification, which means your payments to Plivo are secured and protected.

Compliance

Security

The Payment Card Industry Data Security Standard (PCI DSS) is the gold standard for information security for organizations that handle credit and debit card payments. Plivo is certified for PCI DSS compliance and has renewed its compliance.

What does PCI DSS cover?

PCI DSS covers security requirements regarding storage and transmission of data, access control, and other factors, including:

Use of firewalls and antivirus software
Data encryption, leveraging end-to-end encryption with the robust AES-256 (Advanced Encryption Standard) protocol
Passwords
Multifactor authentication
Specified roles and responsibilities for each requirement

PCI DSS comprises a set of requirements instituted and regulated by the PCI Security Standards Council (PCI SSC), a consortium of card brands including Visa, Mastercard, American Express, and Discover. All organizations that process, store, or transmit payment card data must comply with PCI DSS requirements or risk losing their ability to process these payments.

Plivo is PCI DSS certified

Plivo is certified for PCI DSS Level 1, which applies to organizations that process more than six million credit or debit card transactions annually. We undergo an internal audit once a year, conducted by an authorized PCI auditor, and submit to a PCI scan by an approved scanning vendor once a quarter.

Plivo doesn’t accept payments directly — a cloud-based payment platform handles all of our transactions. However, while using a third-party provider cuts down on our risk exposure and reduces the scope of detail necessary to validate compliance, we still need to be PCI DSS compliant.

Plivo has renewed its PCI DSS compliance, ensuring your cardholder data remains secure.

PCI DSS compliance requires everyone’s attention

As a communications platform as a service (CPaaS), cardholder data security is of utmost importance at Plivo. Having achieved PCI DSS compliance, we’re committed to ensuring an unparalleled level of safety. Our platform is designed to accommodate payment-related workflows through voice or message APIs.

However, PCI DSS compliance is a shared responsibility. While Plivo ensures elements like data encryption both in transit and at rest, and redaction of specific details in logs, corroborated by audit reports from independent third parties, our customers have their own set of responsibilities. They must ensure the security of their authentication credentials, use the Plivo console securely, and ensure that their applications’ instructions are compliant. This collaborative approach helps us maintain a platform that’s secure for every user.

Become an enterprise customer

PCI DSS compliance is just one Plivo feature that will appeal to large organizations. We’ve rolled several other features into an enterprise package that has numerous benefits for large organizations. Tell us about your needs and we’ll have an expert get in touch with you.

Aug 23, 2023

5 mins

Plivo Renews HIPAA Compliance to Support Healthcare Customers

Plivo can sign a HIPAA business associate agreement (BAA) for customers who sign up for an enterprise package.

Compliance

Healthcare

Security

AI Voice Agents - The Complete Guide to Voice Chat (2025)

What is an AI voice agent?

Types of AI voice agents

Rule-based AI voice agent

AI-assisted voice agent

Conversational AI voice agent

Voice-activated voice agent

How does an AI voice agent improve customer engagement?

Use case: Get a quick update on order status, 24/7

Benefits:

Use case: Improve language learning for students

Benefits:

Use case: Improve patient outcomes in healthcare

Benefits:

Use case: Streamline routine financial services

Benefits:

Use case: Get personal shopping assistance

Benefits:

Features of an AI voice agent

Natural language understanding (NLU)

Personalization capabilities

Multi-language support

Integration with other platforms and services

Benefits of voice agents

Enhanced user experience

Better cost efficiency

Accessibility for users with disabilities

Data collection and analysis for improved services

24/7 availability

Future of AI voice technology

Key upcoming trends:

Launch an AI voice agent with Plivo

AI Voice Agents for Real Estate (2026): 10 Tools Compared, Real Limitations and What Actually Scales

Top 10 AI Voice Agents for Real Estate (2026)

1. Plivo

2. Luron AI

3. Callers AI

4. SquadStack AI

5. Telgent

6. AIOnCalls

7. Brilo AI

8. VocalDesk

9. Calldock

10. Ylopo

What Matters Most in AI Voice Agents (Beyond the Basics)

1. Telephony Ownership vs. Vendor Stitching

2. Real-Time Performance (Latency & Uptime)

3. Multi-Channel Context, Not Disconnected Bots

4. Integration Depth (CRM, Calendars, Workflows)

5. Built for Scale, Not Just Launch

FAQs

What's the fastest way to go live without breaking existing operations?

How do I ensure voice quality doesn't feel robotic or laggy?

How does the agent stay accurate and compliant with real estate data?

What happens when call volume spikes or multiple leads call at once?

How does this fit into my CRM and follow-up workflows?

Try Plivo Free

Best AI Voice Agents for Customer Support and Service (2026): What to Deploy Now

1) Plivo — The fastest path to production-grade AI voice agents for customer support

Why Plivo is #1

What it does for you

Segment-by-segment fit

Start with Voice, go everywhere

Suitable for

2) Google Dialogflow CX — Complex, branching flows without spaghetti

Key features

Why it matters

Implementation steps

Suitable for

3) Amazon Lex + Amazon Connect — AWS-first voice automation that ops can own

Key features

Why it matters

Implementation steps

Suitable for

4) IBM Watson Assistant — Governance-first deployments in regulated industries

Key features

Why it matters

Implementation steps

Suitable for

5) Cognigy.AI — IVR modernization with fine-grained voice control