As enterprises continue investing in AI-powered customer service, delivering natural and secure voice interactions has become a key differentiator. Omilia has introduced Lexis, a generative text-to-speech (TTS) model built specifically for enterprise contact centers, enabling organizations to deploy branded, compliant, and low-latency voice experiences directly within the Omilia Cloud Platform (OCP).
Omilia has unveiled Lexis, a generative text-to-speech model developed exclusively for enterprise customer experience applications. Unlike traditional TTS solutions that rely on external APIs, Lexis is built natively into the Omilia Cloud Platform, allowing organizations to generate AI-powered voice interactions while maintaining full control over voice quality, customer data, and system performance.
By eliminating third-party voice services, enterprises can reduce latency, simplify compliance, and deliver more consistent branded customer interactions.
"The enterprise CX market is full of platforms that assemble voice from third-party APIs and call it integrated. We built Lexis natively into OCP because sovereignty, latency, and brand control cannot be delivered any other way,” said Dimitris Vassos, CEO and Co-Founder at Omilia. “When an enterprise puts their voice in front of millions of customers, they need to own it — the sound, the data, and the guarantee that it will still be there tomorrow."
According to Omilia, voice quality directly impacts customer engagement, first-contact resolution, automation rates, and overall customer satisfaction.
Lexis combines a generative deep neural network with natural language processing to analyze context, tone, and emotion before dynamically adjusting pacing, emphasis, and intonation throughout conversations. The platform is designed to produce empathetic responses during sensitive interactions while maintaining efficiency during routine customer service requests.
This approach aims to create AI-powered voice experiences that feel more natural while reducing unnecessary escalations to live agents.
"When TTS is bolted on from outside the platform, you inherit the latency of external round-trips, the compliance risk of audio leaving your perimeter, and the fragility of a voice library you do not own,” said Claudio Rodriques, Chief Product Officer at Omilia. “Lexis solves all three at once — because it is not plugged into OCP, it is built into it."
Lexis introduces several capabilities tailored for enterprise contact centers, including real-time streaming with sub-45ms first audio, enabling conversational AI agents to respond with minimal delay.
The platform also supports custom voice cloning using short, high-quality recordings, allowing organizations to create branded AI voices in significantly less time than traditional voice development processes.
Additional capabilities include pre-configured customer service voice personas, multilingual support across more than 25 locales, pronunciation dictionaries, Speech Synthesis Markup Language (SSML) controls, emotional tuning, and voice customization covering warmth, pitch, pacing, and speaking style. Omilia also states that pronunciation accuracy is maintained at under a 3% word error rate.
Lexis operates entirely within the Omilia Cloud Platform, ensuring that customer audio never leaves the platform perimeter. By removing third-party speech processing services, organizations can reduce compliance risks while maintaining stricter control over sensitive customer interactions.
The platform is certified under PCI-DSS, SOC 2 Type II, ISO 27001, HIPAA, GDPR, and CCPA compliance frameworks. Enterprises can deploy Lexis either as a fully managed SaaS offering or on-premise to satisfy data residency and regulatory requirements.
Omilia also notes that voice model availability is backed by service-level agreements tied directly to its own AI models rather than external providers.
Lexis is now available as part of the Omilia Conversational Platform. Existing customers can activate the new AI voice capabilities through their Omilia account teams.
With Lexis, Omilia expands its portfolio of Agentic AI solutions by combining enterprise-grade security, branded voice customization, and real-time speech generation into a single integrated customer experience platform designed for modern contact centers.
Omilia is the global standard for AI-driven customer service transformation. Our native Self-Learning CX Agents revolutionize how enterprises engage with customers - automating interactions with precision, empowering human agents in real time, and delivering seamless, personalized experiences across all channels. Powered by deep expertise in developing proprietary Agentic AI technology, and multi-layered anti-fraud capabilities, we enable enterprises to move decisively and safely into the era of Agentic contact centers. Omilia’s Self-Learning Agentic AI learns from across the entire customer journey - from self-service to live agent interactions - unlocking continuous improvement and breaking the “glass ceiling” of containment that legacy siloed models can’t achieve. Omilia is trusted by the world’s most demanding enterprises including Capital One, Discover, Taco Bell, RBC, DWP, First Financial Bank, Purolator, and PSEG. Built on over two decades of AI innovation, Omilia delivers measurable outcomes: lower costs, higher efficiency, and unmatched customer satisfaction - all while preserving the human touch where it matters most.
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