At Customer Contact Week 2025, Retell AI joined the world’s leading voice AI companies to demonstrate why voice still matters, and the upsides of being proactive with AI voice agent automation. In a space where customers still pick up the phone to get answers fast, Retell’s AI voice agents proved that instant response, scalable availability, and natural dialogue are necessary capabilities for customer contact in today's fast-paced business environment. Let's recap Retell AI’s presence at CCW and explain why missed calls are no longer acceptable in the age of intelligent AI voice call automation.
Despite the noise around chatbots, DMs, and asynchronous messaging, the phone call remains the most direct line to a customer’s need. But for most businesses, it’s also the most fragile. We heard it again and again on the ground at CCW Las Vegas:
“We’ve automated everything...except the phone.”
As teams race to build omni-channel support strategies, voice is the last holdout, still dependent on someone being available in real time. If no one picks up, the fallback is voicemail leading to a dropped opportunity or a delayed call-back that often comes too late. In high-intent moments like a lead asking for a demo or a patient confirming an appointment that delay is costly.
That’s the exact gap Retell AI was built to close, and at CCW 2025, we showed what happens when voice becomes as reliable and scalable as every other channel in the stack.
This was our second year at Customer Contact Week, and the difference was unmistakable. In 2024, voice automation was exploratory. In 2025, it’s become table stakes, especially for teams looking for omni-channel agent infrastructure and solutions.
The conversations this year went beyond “What can your voice agent do?”
Instead, buyers came with strategic questions that signaled maturity in the market:
These went beyond feature checklists, they were signals that businesses are done duct taping solutions together. They want agentic systems that are built for all customer communication channels without needing three different vendors to get there.
Retell AI met that moment, and more importantly, we showed how our voice agents are just one layer in a growing omni-channel automation platform designed to scale and provide effective solutions for today's modern businesses.
Here’s what stood out from our conversations and presence at the show:
Too many vendors pitch voice features that fall apart when stretched across other channels. At Retell AI, our agents are designed for continuity—the same intelligence, conversation flows, and logic across voice, SMS, and chat.
At the booth, we ran live demos showing how Retell agents:
This isn’t IVR in disguise. It’s infrastructure level intelligence that adapts to channel, language, and context.
Want to see how this works in real-world workflows?
Read our full guide to Omni-channel AI Communications and learn how unified voice, chat, and SMS agents can streamline customer contact across every channel.
Every ops leader we met had a story about the one that got away:
These aren’t voice-only problems. They’re cross-channel failures that stem from fragmented systems.
We reminded folks that these gaps aren’t just staffing issues, they’re design flaws. Without unified agent coverage, every new channel becomes another blind spot. That’s why Retell AI is built to handle voice, chat, and SMS with the same reliability, same response logic, and same backend integrations.
Retell AI voice agents answer in <500ms with 99.9% uptime, with same reliability extends to SMS and web chat too. Our agents qualify, escalate, and take action regardless of channel, all at enterprise scale.
31+ languages, unified across voice and chat
Unlimited concurrency and batch calling to automatically scale to any call volume, inbound or outbound
Full CRM, calendar, and workflow integration with industry standard tools like Salesforce baked right in
Full and tailored AI web chat that integrates into any website
MCP server support to keep agents as cross-functional as your team and tools
While others demoed siloed tools, we showed production-grade omni-channel agents already live in high-volume environments. Retell isn’t just post-voice, we’re post-fragmentation.
Learn more about how Retell AI does so much more than automate phone calls →
CCW 2025 wasn’t just a product showcase, it was a brutal reality check for the industry. We ran a live Call Center Knowledge Quiz using one of our own Retell AI voice agents. It asked over 100 self-identified call center pros to answer five basic questions about operational benchmarks.
The average score? Just 1.3 out of 5. Here’s what most people missed:
If frontline teams can’t name these foundational metrics, they’re definitely not tracking them.
At Retell AI, we obsess over helping teams become aware and exceed these benchmarks. Our voice agents don’t burn out, don’t transfer unnecessarily, and never miss a call. They’re built to keep your operations sharp, your customers engaged, and your costs under control.
The market has shifted. Voice AI companies are no longer novelty players, they’re core to modern CX.
What used to be a tech experiment is now a crucial revenue lever that eradicates repetitive tasks while locking down customer trust and satisfaction. The best-performing orgs at CCW weren’t just experimenting with voice, they were replacing frontline call tasks with scalable AI voice agents that leave their reps able to focus on high value tasks.
And when we showed them Retell’s conversational logic, fallback chains, and warm transfer support, the question wasn’t “Is this real?”
It was: “Can we start tomorrow?”
Here’s what separates a real AI voice call platform from the rest:
With Retell AI providing all this and so much more, it is the voice layer your business customer contact stack has been missing. Built to remain as dynamic as your organization while supercharging customer communication workflows for maximal savings, ROI, and efficiency.
This year at CCW was a proof point, but also a launchpad for what’s coming:
CCW 2025 was one for the books. We met incredible teams, had meaningful conversations about the future of voice, and showed just how far voice AI has come. Already counting down to next year.
If there was one takeaway from this year’s Customer Contact Week, it’s this—teams are done waiting on voicemail. The future of phone support isn’t just faster—it’s fully automated, always available, and built to scale.
Retell AI makes that future real. Every call gets answered. Every outcome gets logged. No gaps. No ghosting. No need to staff around the clock.
Start free today or book a demo to see the full power of Retell AI powered communications.
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