What Omilia does

Omilia is a privately held, Cyprus-incorporated (with Greek operating subsidiary) conversational AI company founded in 2002 that builds and sells the Omilia Cloud Platform (OCP), a unified, self-learning agentic CX platform deployed across 17 countries with over $50M in annual recurring revenue and a 99% gross retention rate as of February 2026. The company's product suite combines proprietary speech-to-text (ASR), natural language understanding, Lexis Generative text-to-speech, and an orchestration engine into a single native stack with no external AI provider dependencies — enabling sub-second voice latency, 97% intent accuracy, and 90%+ task completion rates versus stated industry averages of 60-75%. The platform is delivered through Voice Agents, Chat Agents, Authentication Agents, TalkGuard anti-fraud, CSR CoPilot agent assistance, Workforce AI quality management, Drive-Thru Voice AI for QSR, and OCP Bare Metal on-premise deployments for Tier 1 financial institutions requiring full data sovereignty.

Omilia sells primarily to large enterprises in regulated industries — financial services, insurance, utilities, telecommunications, healthcare, and government — with named logos including Discover Financial Services, Taco Bell (890+ U.S. stores), Nissan Motor Acceptance Company, Piraeus Bank, Aon, Allstate, Purolator, PSEG, Vodafone, and EcoLab. Go-to-market combines direct enterprise sales, deep integrations with major CCaaS platforms (Genesys, NICE, Amazon Connect, Five9, Cisco, Avaya, Talkdesk, 8x8, RingCentral) and enterprise systems (Salesforce, SAP, ServiceNow) via MCP-native connectors, and strategic SI alliances with valantic (DACH/Benelux, covering 32 of 40 DAX-listed companies) and Atento (US, EMEA, Latin America).

Omilia monetizes through outcome-based pricing per resolved interaction on the Agentic Voice tier, subscription pricing on the foundational Conversational Voice tier, and managed-services contracts for OCP Bare Metal deployments, all under multi-year enterprise agreements. The company holds PCI DSS Level 1, SOC 2 Type II, ISO 27001, HIPAA, GDPR, and FedRAMP-ready certifications, owns US patent US-11126793-B2 on unsupervised intent induction, and has been recognized as a Leader in The Forrester Wave: Conversational AI Platforms For Customer Service Q2 2026, the IDC MarketScape: 2025 Worldwide General Purpose Conversational AI Software, and a Visionary in the Gartner Magic Quadrant for Conversational AI Platforms 2025.

Name

Omilia

Legal name

OMILIA Natural Language Solutions Ltd

Website

https://omilia.com

Company type

Private

Founded year

2002

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Omilia builds a proprietary, self-learning agentic conversational AI platform (OCP) for customer service automation, serving large enterprises in financial services, insurance, utilities, telecom, healthcare, and QSR with full-stack voice, chat, and authentication AI.

Ownership category

akta.pro rank

Headquarters

HQ city

Limassol

HQ country

Cyprus

HQ region

Europe

Offices4 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. Omilia Cloud Platform (OCP) SaaS Subscription: Subscription-based SaaS pricing for the Omilia Cloud Platform with outcome-based pricing per resolved interaction. No token consumption billing, no compute overage. Costs scale with outcomes rather than number of agentic steps or LLM calls.
2. Conversational Voice: Foundational IVA platform for deterministic voice automation with deterministic intent classification, miniApps task automation, native ASR & TTS, full security/compliance stack, CCaaS connector ecosystem, and monitoring/analytics.
3. Agentic Voice: Full autonomous platform including Task Agents, zero-shot NLU, self-learning engine, OCP Knowledge Engine (RAG), Developer Co-Pilot, and synthetic QA test generation. Priced per resolved call.
4. OCP Bare Metal (On-Premise): Dedicated bare-metal deployment inside customer data centers for Tier 1 financial institutions with strict data residency mandates. Includes full data sovereignty, customer-versioned model lifecycle, and FedRAMP-ready configuration.

Pricing tiers

Go-to-market motion2 records

Distribution channels5 records

Marketing channels8 records

Core offering

Omilia builds and sells the Self-Learning Agentic CX Platform (OCP), a unified, native conversational AI stack combining proprietary speech-to-text (ASR), neural text-to-speech (Lexis TTS), and an agentic orchestration engine to automate customer service across voice, chat, messaging, mobile, and smart-speaker channels. The platform is delivered as a multi-tenant SaaS hosted on AWS or as on-premise bare-metal infrastructure and is sold primarily to large enterprises in regulated industries such as banking, insurance, utilities, and quick-service restaurants. Pricing is outcome-based per resolved interaction under multi-year enterprise contracts, with tiered offerings spanning Conversational Voice, Agentic Voice, and OCP Bare Metal.

Product overview

Omilia offers a unified, native Self-Learning Agentic CX Platform — a single platform-plus-modules architecture where a core cloud infrastructure (Omilia Cloud Platform / OCP) powers a portfolio of specialized AI agents. The core platform provides both deterministic and autonomous AI execution modes with full speech-to-speech capabilities (proprietary ASR, NLU, and Lexis TTS), supported by omnichannel delivery across voice (IVR), chat, messaging, mobile apps, and smart speakers. The product portfolio consists of: Voice Agents and Chat Agents (the primary customer-facing automation channels); Authentication Agents and TalkGuard (security and anti-fraud add-ons); CSR CoPilot (real-time agent assistance); Workforce AI (GenAI-powered call quality management and closed-loop optimization); and Drive-Thru Voice AI (restaurant drive-thru automation). The platform is available as a fully managed multi-tenant SaaS on Omilia-operated AWS (OCP SaaS) or as dedicated on-premise bare-metal infrastructure (OCP Bare Metal). An Agentic AI adoption framework provides phased, governed deployment of autonomous agents.

Differentiator

Problem solved

Functional benefit

Brands

• Omilia Cloud Platform (OCP): The company's unified AI platform that provides voice agents, chat agents, authentication agents, and workforce AI solutions.
• Omilia Workforce AI
• Agentic Voice
• Lexis Generative TTS
• miniApps

Products and services

• Self-Learning Agentic CX Platform Omilia's unified, native conversational AI platform that combines voice and chat automation, anti-fraud, agent assistance, and workforce AI into a single stack. The platform continuously learns from real outcomes to improve performance over time with no manual retraining required, supporting deterministic and autonomous AI execution modes, omnichannel interactions across voice (IVR), chat, messaging, mobile apps, and smart speakers, deployed via SaaS or on-premise bare-metal infrastructure.
• Voice Agents AI-powered virtual assistants that engage customers in natural spoken conversations for customer service automation across voice channels. Proprietary ASR and Lexis TTS provide a zero-latency speech pipeline supporting deterministic, generative, and hybrid execution modes, achieving 97% intent accuracy and 90%+ task completion rate.
• Chat Agents AI-powered virtual assistants for digital service automation across chat, messaging apps, mobile apps, and smart speakers, providing human-like understanding to engage customers and complete digital self-service tasks with omnichannel context carryover.
• Authentication Agents Voice biometrics and intelligent authentication solutions that verify caller identity securely during customer interactions, forming part of the unified platform's security agent suite alongside TalkGuard anti-fraud tools.
• TalkGuard Multi-layered anti-fraud solution for contact centers that reduces fraud risk and prevents malicious attacks, complementing Authentication Agents as part of Omilia's security-first approach for regulated industries.
• CSR CoPilot Real-time agent assistance tool that helps live agents address customer needs swiftly and effectively during interactions, providing contextual guidance, next-best-action suggestions, and real-time coaching powered by insights from the self-learning pipeline.
• Omilia Workforce AI GenAI-powered call quality management solution that automates analysis of 100% of live and recorded customer calls across voice, chat, and digital channels, providing churn risk detection, real-time sentiment analysis, AI-generated call summaries, quality scoring and coaching, automated action triggers, and customizable redaction for compliance. Powers a closed-loop learning system feeding back into the self-service platform and agent assist tools.
• Drive-Thru Voice AI AI-powered drive-thru automation solution for quick-service restaurants featuring proprietary ASR, natural language understanding, noise filtering, real-time menu adaptation, and sub-second voice latency. Deployed in 890+ Taco Bell U.S. stores as of April 2026.
• Agentic AI (Adoption Framework) Phased adoption framework for deploying agentic AI in contact centers with observable, controlled rollout that decouples planning from execution within dialog flows across three phases: Agent Assist (AI plans, human executes), Bot Assist (AI executes, human supervises), and Autonomous Agent (AI plans and acts). Supported by miniApps for modular, governed execution.
• OCP Conversational Insights Real-time analytics and monitoring platform providing always-on analysis and reporting of conversational AI application performance. OCP Monitor tracks call dialogs and web chat interactions; OCP Reporting provides comprehensive analytics dashboards with data-driven optimization, self-service completion monitoring, and application performance enhancement.
• Omilia Cloud Platform (OCP) Omilia's cloud-hosted, multi-tenant SaaS platform deployed on Omilia-operated AWS infrastructure. Managed service covering model versioning, infrastructure scaling, compliance auditing, and uptime SLAs, providing zero operational overhead for customers. Certified for PCI DSS Level 1, SOC 2 Type II, ISO 27001, HIPAA, and GDPR with a 99.9%+ uptime SLA guaranteed.
• OCP Bare Metal On-premise deployment option for Tier 1 financial institutions and government agencies requiring strict data residency or air-gap capabilities. Dedicated bare-metal nodes inside the customer's own data center or private cloud with full data sovereignty, no traffic leaving the customer's perimeter, FedRAMP-ready configuration, and customer-versioned model lifecycle.
• Agentic Voice (Pricing Tier) Full autonomous platform tier including Task Agents, zero-shot NLU, self-learning engine, OCP Knowledge Engine (RAG), Developer Co-Pilot, and synthetic QA test generation, priced per resolved call on a multi-year contract. Positioned above the foundational Conversational Voice tier.

Quantifiable outcome

• 90%+ task completion rate (vs 60-75% industry average)
• +11 more outcomes

Named customers20 records

Segments9 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration15 records

AI capability12 records

Feature10 records

Partnerships

Two partnerships are on record, tiered core.

• valanticcoreImplementation/ SI/ Consulting Partner · 22 June 2026Strategic partnership with valantic, one of Europe's leading digital transformation and AI consultancies, to deploy Omilia's full Agentic CX platform across enterprise clients in DACH (Germany, Austria, Switzerland) and Benelux regions. valantic brings 500+ blue-chip enterprise clients including 32 of 40 DAX-listed companies. Collaboration addresses rising demand for EU-sovereign AI infrastructure as enterprises replace legacy IVR systems amid cost pressures and EU regulatory requirements.
• AtentocoreStrategic or Co-development Partner · 20 January 2026Strategic alliance with Atento, one of the world's largest customer experience management and business transformation outsourcing service providers. Partnership enhances Atento's AI Agent pillar with Omilia's advanced conversational and agentic AI technologies enabling virtual agents to reason, act, and learn autonomously across voice and digital channels. Collaboration spans United States, EMEA, and Latin America to accelerate adoption of next-generation Conversational AI solutions.

Scale indicators18 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Genesys: Large established CCaaS and CX platform vendor. Competes indirectly with Omilia via Genesys Cloud AI, and Omilia's native connectors are designed to deploy on top of Genesys Cloud.
• NICE Ltd: Enterprise CCaaS leader with NICE CXone. Like Genesys, a key Omilia integration partner but also a potential competitor as it adds conversational and agentic AI features to CXone.
• Five9: Cloud CCaaS platform with growing GenAI / virtual agent capabilities. Competes for the same enterprise contact center modernization budgets that Omilia targets.

Direct peers

• Cognigy: Conversational and agentic AI platform for enterprise customer service, often cited alongside Omilia in Gartner/Forrester conversational AI evaluations. Direct overlap in voice and chat automation for contact centers.
• Kore.ai: Enterprise conversational AI platform offering voice and digital agents across banking, healthcare, and retail — a frequent direct competitor in Gartner and Forrester conversational AI waves.
• PolyAI: Voice-first conversational AI vendor focused on enterprise call centers, particularly customer service and reservations. Closely comparable in target use cases and metrics to Omilia's Voice Agents.
• SoundHound for Business: Provides voice AI for QSR drive-thru and phone ordering, directly overlapping Omilia's Drive-Thru Voice AI product line deployed at Taco Bell and peers.

Emerging players

• Cresta: Agentic AI platform for contact centers offering real-time agent assistance and autonomous AI agents. Competes in adjacent agent-assist and post-call AI capabilities to Omilia's CSR CoPilot and Workforce AI.
• Sierra AI: Agentic AI company building enterprise customer experience AI agents. Targets the same agentic AI CX opportunity as Omilia's Agentic Voice tier.
• Presto Automation: Pioneer in QSR drive-thru voice automation with deployments at multiple large chains. Direct competitor to Omilia's Drive-Thru Voice AI in the QSR voice ordering category.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/omilialtd
• YouTubeyoutube.com/user/omilialtd
• LinkedInlinkedin.com/company/omilia-ltd
• Facebookfacebook.com/omilialtd

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds3 records

Investors2 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Omilia