The platform brings voice, messaging and human agents into a single coordinated system that, according to company officials<\/a>, maintains context throughout interactions. Quiq said the system applies configurable guardrails to every interaction to support reliability, transparency and brand alignment.<\/p>\n Quiq asserted that more than 150 global brands use its platform. In one cited example, a global retailer operates a single AI agent supporting four brands, seven countries and four communication channels simultaneously.\u00a0<\/p>\n The real challenge is getting AI to work through the entire customer experience in a way that is reliable, understandable, and under control, which is where the market is heading.<\/p>\n Table of ContentsKey Capabilities for Quiq Voice AI CapabilityDescriptionVoice AIReal-time voice interactions unified with messaging channelsCross-channel contextInteraction history persists across voice, chat and SMSCoordinated AI-human workflowsAI and human agents operate under one governance layerConfigurable guardrailsConsistent rules enforce brand standards across channelsMulti-brand, multi-language supportSingle agent serves multiple brands, countries and channels Recent Quiq Developments<\/p>\n Over the past nine months, Quiq has pushed its enterprise agentic AI platform from pilots into scaled production. The company laid groundwork in September 2025 by\u00a0appointing channel veteran Karen Bowman<\/a>\u00a0as senior director to build out its distributor ecosystem. In November 2025, it launched\u00a0Conversation Analyst<\/a>, an agentic AI quality-management tool that replaces manual sampling with continuous auditing of voice, web chat and SMS interactions.<\/p>\n Also in November, Quiq struck a\u00a0distribution partnership with Carahsoft<\/a>\u00a0to open government procurement channels. On March 10, Quiq\u00a0named Jen Grant CMO<\/a>.\u00a0Further, CEO Mike Myer citing production deployments at Roku and Panasonic as evidence the company is “past experimentation.”<\/p>\n AI Agents Reshape Customer Journeys<\/p>\n Enterprise\u00a0AI agents<\/a>\u00a0have moved past cost-reduction pilots into full journey orchestration, but execution gaps persist across voice, chat and messaging channels.<\/p>\n Omnichannel Reach & Resolution Rates<\/p>\n AI agents now\u00a0resolve up to 40%<\/a>\u00a0of inquiries autonomously across chat, email, voice and WhatsApp, and generative AI-enabled agents produced a 14% increase in issue resolution per hour.<\/p>\n Despite 88% of contact centers deploying AI at scale,\u00a0only about a quarter<\/a>\u00a0have operationalized it into daily workflows. Cross-channel continuity remains weak: just 7% deliver uninterrupted transitions between channels.<\/p>\n Hybrid Human-AI Models & Governance<\/p>\n The dominant operating model in 2026 is\u00a0human-in-the-loop<\/a>. Seventy-six percent of contact center leaders have formalized a split where AI handles routing while humans manage complex or high-stakes interactions.<\/p>\n Governed AI agents<\/a>\u00a0constrain large language models with business logic to maintain deterministic outcomes in regulated environments. GetVocal reported 31% fewer escalations and 70% deflection rates under this model.<\/p>\n Context Continuity & Workflow Automation<\/p>\n Major platforms now organize around unified customer profiles rather than discrete tickets, giving AI agents full interaction context.\u00a0AI-driven intent classification<\/a>\u00a0reduces resolution time by eliminating queue-bouncing, while automated summarization and next-best-action guidance cut after-call work.<\/p>\n Measurable Outcomes<\/p>\n Key benchmarks reported across enterprise deployments:<\/p>\n 28%\u00a0improvement in resolution time and\u00a019%\u00a0gain in first-contact resolution, per the\u00a02025 CMSWire State of the CMO Report<\/a>30%\u00a0agent efficiency gain and\u00a097%\u00a0customer satisfaction<\/a>\u00a0after Samsung adopted unified service architectureGartner\u00a0predicted<\/a>\u00a0agentic AI will handle 80% of routine service inquiries by 2029, cutting costs 30%By 2027, Gartner\u00a0projects<\/a>\u00a040% of service issues will be fully resolved by third-party generative AI toolsLearning OpportunitiesView all<\/a>Quiq Background <\/p>\n Quiq is a Bozeman, Montana-based technology provider founded in 2015, serving enterprise and upper mid-market CX leaders in retail, travel, hospitality and manufacturing.<\/p>\n![\"fa-regular](\"https:\/\/www.cmswire.com\/api\/fontawesome\/fa-regular%20fa-lightbulb.svg\")
Have a tip to share with our editorial team? Drop us a line: <\/p>\n","protected":false},"excerpt":{"rendered":"The Gist Voice AI launch. Quiq adds real-time Voice AI to its CX platform. Unified interactions. Context persists…\n","protected":false},"author":2,"featured_media":35253,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[405,7537,7129,3673,7135,7132,7134,66,11110,457],"class_list":{"0":"post-35252","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-agentic-ai","8":"tag-ai-agents","9":"tag-artificial-intelligence-agents","10":"tag-conversational-ai","11":"tag-customer-experience","12":"tag-customer-service","13":"tag-customer-service-and-support","14":"tag-customer-support","15":"tag-news","16":"tag-ngrv","17":"tag-voice-ai"},"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/35252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=35252"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/35252\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/35253"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=35252"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=35252"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=35252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}