ICTContact Blog for Product Updates, Features, and Industry Insights

A growing list of US states now expects you to say an AI is handling the call. Here’s which rules apply to ordinary contact center work, where the gaps show up, and the one setting that keeps you clear of all of them.

The ICTContact MCP server lets an AI assistant answer questions about your campaigns, contacts and results by reading your own install. Every tool that spends money is switched off until you turn it on.

Stopping the audio is the easy part of a barge-in. The queued frames, the sentence still rendering, the model stream and the conversation record all have to stop too, and the last one decides whether the rest of the call works.

The FCC pushed the TCPA revoke-all rule from April 2026 to 31 January 2027. The date moved, the engineering problem did not. Here is what your contact center software has to get right before it lands.

Both get live call audio out of Asterisk and into a speech stack. The difference is who owns codecs, framing and timing, and which one your Asterisk version actually supports.

Speech-to-text engines return a sentence even when the caller said nothing. When that transcript reaches an AI agent holding tools, the agent acts on it. Here are the four checks we put in the media path to stop it.

The FCC’s Know-Your-Upstream-Provider proposal closes for comment on 10 August 2026. It would codify attestation levels, define improper attestation and push vetting duties down the call path. Here is what changes for contact centers.

Where your voice recordings, fax documents, message templates and contact lists live in ICTContact, who can reach them under multi-tenant roles, and how the platform keeps them safe.

How the ICTContact auto dialer works, from contact list and pacing modes through answer detection to the agent desktop, plus the reporting that tells you what actually happened.

Describing a voice agent in ordinary sentences stopped being impressive in 2026. Every major vendor ships it now. The part nobody has solved is what happens when the agent hits the edge of what it should handle.

At large enterprises, AI now answers around 40% of Tier-1 customer calls. Mid-size contact centers can copy the playbook without the enterprise budget. Here’s what transfers and what doesn’t.

Researchers just revealed Rogue Agent, a Dialogflow CX flaw that let one malicious code snippet hijack every AI agent in a project. Here’s what happened and what contact centers should check.

A practical, hype-free look at where AI voice agents deliver in 2026: autonomous calls, real-time CRM updates, deep integrations, and automated QA.

Voice-cloning fraud has moved from demo to production. Here’s how voice biometrics, CRM identity context, and step-up verification defend your contact center queue in 2026.

A hands-on look at ICTContact’s AI Voice Agent: configurable AI personas that hold real conversations, look people up in your CRM, book callbacks, and know when to hand the call to a human.

At Customer Contact Week 2026 the theme was guardrails, not features. Here is how to capture consent across channels and enforce it before any automation runs.

Agentic AI is moving into contact centers fast. New 2026 research says spot-checking calls cannot catch how these systems fail. Here is how to add AI safely.

Inbound and outbound contact centers chase different goals, watch different numbers, and need different tools. Here is how they compare and where one platform fits both.

A practical guide to AI-powered customer service software: what it automates, where it still needs humans, and how to roll it out on an omnichannel contact center.

Open source contact center software gives you full control, no per-agent fees, and the freedom to self-host. Here’s how to pick the right platform.