Compare voice AI

Voice AI for BPO has to hold sub-200ms latency at scale, pass PCI DSS, and survive past the 90-day breakpoint.

Q: How is Guava different from agent assist?

Agent assist gives your agents a co-pilot. Guava is the voice itself. Your agents handle the calls that need a human. Guava handles every other second of voice traffic — fully, not as an assistant.

Q: What does Guava cost per minute?

We don't lead with per-minute pricing because the comparison is wrong. The real question is what the deployed AHT, FCR, and compliance pass rate look like 90 days in. We're happy to model both numbers for your client portfolio.

Q: Can Guava work with our existing contact center stack?

Yes — Genesys, NICE CXone, Five9, AWS Connect, Twilio Flex. Direct integration through code, not prompts.

Q: How fast can we deploy a new client on Guava?

14 days from kickoff to live call. Production-grade.

Q: Does Guava handle regulated verticals?

Yes. SOC 2 Type II, HITRUST i1, PCI DSS Level 1, BAA available. Built for calls that have to be right.

The voice platform for regulated industries. Built for calls that have to be right.

Get a working agent in 10 minutes

SOC 2 Type II · HITRUST i1 · PCI DSS L1 · BAA available

<200ms

At 1,000+ concurrent calls

PCI DSS L1

Certified, not pass-through

10B+

Live agent minutes

14 days

Kickoff to live call

In production with

The direct answer

What BPO buyers need from voice AI

A BPO deployment fails on three things: agents lose trust in the assist layer, the integration to the CRM rots within 90 days, and the AI cannot survive the regulated workflows the client actually cares about — collections, claims, eligibility. Guava is the voice platform that wins on all three. We don't bolt onto a contact center. We replace the part of the call where compliance and resolution aren't optional.

Why this matters now

72% of organizations now run generative AI in production, up from 33% in 2024, and 62% are actively experimenting with AI agents (McKinsey, State of AI 2025). McKinsey's earlier customer-service research established the baseline: gen-AI agents using assist resolve 14% more issues per hour and cut handle time 9%, with the biggest gains for less-experienced agents. BPOs winning new logos aren't the ones who wrapped Twilio — they're the ones who built voice as infrastructure.

Multi-vendor voice stack vs. Guava

Multi-vendor stack

4 seams

Telephony+handoff blockedASR+latency blockedLLM+drift blockedTTS+blame blockedOrchestration

Every seam is a place to lose a call — and when one drops, each vendor points at the next.

Guava fastest path

<200ms · one throat to choke

TelephonyASRLLMTTSOrchestration

One platform, one attestation, one SLA.

What the call has to do

Multi-vendor voice stack

Guava

Hold sub-200ms latency at 1,000+ concurrent calls

Degrades above 100 concurrent

<200ms at scale

Survive a PCI DSS Level 1 audit

Per-vendor evidence collection

PCI DSS Level 1 certified

Integrate with the client's CRM in days

Logic compressed into a 4,000-line prompt

Direct integration through code

Handle regulated verticals (collections, claims, eligibility)

Vendor disclaims regulated use

Built for it

14 days from kickoff to live call

Typical: 6–9 months

14 days

Stay deployed past day 90

Brittle handoffs, prompt drift

Production-grade or it doesn't ship

Where Guava ships

The voice platform for regulated industries. Built for calls that have to be right.

What makes Guava different for BPO

BPO voice AI deployments fail in the same place: an agent-assist layer that loses trust, a CRM integration that rots within 90 days, and AI that can't survive the regulated workflows the client actually cares about. Guava is built for the calls that don't tolerate any of those failures.

Four facts that matter to a BPO buyer:

Sub-200ms latency at scale.

Voice quality is the leading driver of CSAT in agent-assisted deployments. Most platforms degrade past 100 concurrent calls. We don't.

10B+ regulated voice minutes

of training data, from 13 years of production speech science. The depth no greenfield voice AI vendor can match.

SOC 2 Type II + PCI DSS Level 1.

When the client is a bank, a hospital, or an insurer, the certifications are the procurement gate.

14 days from kickoff to live call.

Production-grade, not a POC. The 6–9 month integration timelines are not how leading BPOs win deals in 2026.

Where Guava fits

Inbound member services for health plans
↑FCR↓AHT
Outbound campaign automation in collections and RCM
↑Right-party↓Abandon
Insurance claims and FNOL intake
↓TTR↑CSAT
Banking servicing and fraud screening
↓Fraud loss↑Verify
Government program eligibility
↑Determination↓Backlog

Frequently asked questions

How is Guava different from agent assist?

Agent assist gives your agents a co-pilot. Guava is the voice itself. Your agents handle the calls that need a human. Guava handles every other second of voice traffic — fully, not as an assistant.

What does Guava cost per minute?

We don't lead with per-minute pricing because the comparison is wrong. The real question is what the deployed AHT, FCR, and compliance pass rate look like 90 days in. We're happy to model both numbers for your client portfolio.

Can Guava work with our existing contact center stack?

Yes — Genesys, NICE CXone, Five9, AWS Connect, Twilio Flex. Direct integration through code, not prompts.

How fast can we deploy a new client on Guava?

14 days from kickoff to live call. Production-grade.

Does Guava handle regulated verticals?

Yes. SOC 2 Type II, HITRUST i1, PCI DSS Level 1, BAA available. Built for calls that have to be right.

Sources cited