Should Contact Centers Build Or Buy Voice AI?
destination CRM, Friday, March 27th, 2026
We've helped hundreds of organizations implement voice AI. A lot of them came to us after something had already gone wrong-a build that took longer than expected, a model update that wreaked havoc but they couldn't control (because it was caused by a third party), or a production issue they couldn't debug because they had no visibility into the system.
The same problems come up repeatedly. Teams spend too much time evaluating models and not enough time asking how the infrastructure actually works. They find out what they should have asked during procurement only after they're already in production.
The One Question That Matters Most
Ask any voice AI vendor: Do you own and operate the model infrastructure, or are you reselling someone else's?