# Omilia vs PolyAI

> Omilia vs PolyAI: PolyAI is our pick, leading for developers and ecommerce. They split on median e2e latency. Verified facts, real production costs, and.

![PolyAI logo](https://www.versusref.com/logos/polyai.png)

Both Voice AI platforms, Omilia (Conversational AI platform for contact-center voice/IVR automation, with native 'Lexis' voice synthesis and agentic voice/chat agents.) and PolyAI (Enterprise voice assistants) go head to head here. Start with the bottom line, then the verified fact table and real production costs.

Voice AI platforms · 18 facts compared · all sourced

## Bottom line

PolyAI earns the overall edge by winning two use cases outright against Omilia's one, with ties across the remaining three. In custom pipeline control, PolyAI's API-first architecture and full simulation and testing suite give engineering teams precise control over agent lifecycles, advantages Omilia does not match on those dimensions. In ecommerce support and orders, PolyAI's broad native integration roster covering Twilio, Salesforce, Zendesk, Five9, and others makes connecting order management systems straightforward. Omilia counters with a striking 45 ms median latency versus PolyAI's 300 ms, and verified HIPAA inclusion, enough to take healthcare compliance. But two outright wins versus one gives PolyAI the overall lead for teams that prioritize integration depth and developer control.

## Verdict summary

| Use case | Winner | Why |
| --- | --- | --- |
| No-code agency deploys | Tie | For a no-code agency looking to deploy and resell voice AI, the two most critical factors are the no-code builder and white-label resale capability. |
| Custom pipeline control | PolyAI | For engineering teams wanting custom pipeline control, the ability to drive every step via API and to manage latency are the deciding factors. |
| Ecommerce support and orders | PolyAI | For ecommerce support, connecting to order management, CRM, and contact-center platforms is the deciding factor. |
| Healthcare compliance | Omilia | For HIPAA-bound healthcare workflows, the single most important requirement is a HIPAA BAA, and Omilia has that confirmed as included on the base plan. |
| Outbound sales campaigns | Tie | For outbound sales campaigns, the single most critical capability is native outbound campaign support, yet neither PolyAI nor Omilia has a published fact confirming or denying this feature. |
| SMB receptionist and booking | Tie | For an SMB receptionist and booking setup, monthly platform fee is the deciding factor, yet neither PolyAI nor Omilia publishes a platform fee, so neither can be favored on cost. |

## Omilia vs PolyAI: head-to-head facts

| Fact | Omilia | PolyAI | Verified |
| --- | --- | --- | --- |
| HIPAA BAA on base plan | ✓  Included ([source](https://omilia.com)) | n/a | Jul 30 |
| Native SIP trunking | n/a | ✓  Yes ([source](https://docs.poly.ai/home)) | Jul 15 |
| Median e2e latency | ~45 ms ([source](https://omilia.com)) | ~300 ms ([source](https://docs.poly.ai/home)) | Jul 30 |

## Omilia vs PolyAI pricing: true cost at 3 usage tiers

All-in monthly: platform fee + per-minute + telephony. Assumes GPT-4o class model, ElevenLabs voice.

| Volume | Buyer | Omilia | PolyAI | Note |
| --- | --- | --- | --- | --- |
| 1K min/mo | Solo builder | n/a | n/a | Includes estimated telephony. Free credits can offset the first month. |
| 10K min/mo | Agency | n/a | n/a | Volume pricing typically starts to apply at this tier. |
| 100K min/mo | Call center | n/a | n/a | Both platforms offer custom contracts at this tier. Negotiate. |

## Omilia vs PolyAI: verdicts by use case

### No-code agency deploys → Tie

For a no-code agency looking to deploy and resell voice AI, the two most critical factors are the no-code builder and white-label resale capability. Both PolyAI and Omilia offer a no-code agent builder, so neither gains an edge there. On white-label and sub-account support, PolyAI explicitly does not offer this, and no white-label information exists for Omilia either, meaning neither platform can be confirmed as supporting agency resale. On cost per minute, platform fees, and outbound campaigns, neither tool has available pricing figures or outbound campaign specifics. With the two heaviest deciding factors unresolvable in either tool's favor, and no pricing or outbound data to break the tie, this is a genuine stalemate.

### Custom pipeline control → PolyAI

For engineering teams wanting custom pipeline control, the ability to drive every step via API and to manage latency are the deciding factors. PolyAI is explicitly API-first, meaning the full agent lifecycle can be managed programmatically, while no equivalent API-first fact exists for Omilia. PolyAI also ships a simulation and testing suite, a critical capability for teams building and iterating on custom pipelines. On latency, Omilia's vendor-claimed 45 ms end-to-end is dramatically faster than PolyAI's vendor-claimed 300 ms, which is a meaningful gap for real-time voice applications. Neither tool publishes facts on bring-your-own LLM or bring-your-own TTS voice, so those attributes cannot distinguish the two. PolyAI also confirms native SIP trunking, adding further integration flexibility. The API-first posture and testing suite tip the balance toward PolyAI despite Omilia's latency advantage.

### Ecommerce support and orders → PolyAI

For ecommerce support, connecting to order management, CRM, and contact-center platforms is the deciding factor. PolyAI lists nine named native integrations, including Twilio, Salesforce, ServiceNow, Zendesk, Five9, NICE CXone, Amazon Connect, Genesys, and Dialpad, while Omilia publishes no comparable integration list. PolyAI also confirms a built-in knowledge base, useful for product and order FAQs, whereas no such confirmation exists for Omilia. Both tools require a sales contact rather than self-serve signup. DTMF support is confirmed for Omilia but not stated for PolyAI, a minor gap that does not outweigh the integration advantage.

### Healthcare compliance → Omilia

For HIPAA-bound healthcare workflows, the single most important requirement is a HIPAA BAA, and Omilia has that confirmed as included on the base plan. PolyAI has no published confirmation of a HIPAA BAA at any tier, which is a critical gap for any covered entity or business associate. On SOC 2 Type II, Omilia is verified compliant, while no corresponding confirmation exists for PolyAI. Both tools offer warm transfer to human agents, so that criterion does not differentiate them. Omilia also carries verified GDPR tooling and EU residency support, useful for healthcare organizations with cross-border obligations. PolyAI's 300 ms median latency versus Omilia's 45 ms is a meaningful performance difference, but latency is secondary when a compliance foundation is missing entirely.

### Outbound sales campaigns → Tie

For outbound sales campaigns, the single most critical capability is native outbound campaign support, yet neither PolyAI nor Omilia has a published fact confirming or denying this feature. Real production cost per minute and concurrency limits are equally undocumented for both tools. On native SIP trunking, PolyAI confirms support while no fact addresses Omilia's SIP capability, giving PolyAI a narrow edge there. On warm transfer to human, PolyAI confirms this while Omilia has no published fact, again a slight edge to PolyAI. However, because the deciding factors for this use case, specifically outbound campaign capability, cost per minute, and concurrency, are unpublished for both tools, the available evidence cannot decisively favor either.

### SMB receptionist and booking → Tie

For an SMB receptionist and booking setup, monthly platform fee is the deciding factor, yet neither PolyAI nor Omilia publishes a platform fee, so neither can be favored on cost. Both offer a no-code agent builder, removing any distinction there. PolyAI has a confirmed built-in knowledge base, with no corresponding detail available for Omilia, giving PolyAI a potential edge on that front. PolyAI also confirms warm transfer to a human, while Omilia has no matching detail. Without pricing data to anchor the cost-sensitivity SMBs require, and without number provisioning details for either tool, the two cannot be separated decisively. The latency gap is notable: Omilia claims 45 ms versus PolyAI's 300 ms, but call quality alone does not override the missing pricing and provisioning details that matter most here.

## Omilia vs PolyAI: common questions

### Is PolyAI cheaper than Omilia?

Neither PolyAI nor Omilia publishes standard pricing publicly, so a direct cost comparison is not possible. Both platforms require a sales conversation before you receive a quote. If budget is a priority, request pricing from each vendor directly and compare proposals based on your expected call volume and feature needs.

### PolyAI vs Omilia: which is better for no-code agency deploys?

Both PolyAI and Omilia offer no-code agent builders, so either can support non-technical team members building voice agents. However, PolyAI explicitly does not offer white-label or sub-account features, which are typically essential for agency-style deployments where you need to resell or manage separate client workspaces. Omilia also has no documented white-label capability. If white-labeling is a hard requirement, neither tool is a clear winner based on current information.

### Is PolyAI or Omilia better for low-latency voice interactions?

Omilia claims a median end-to-end latency of 45 ms, compared to PolyAI's claimed 300 ms. For use cases where response speed is critical, such as high-volume contact centers, Omilia's latency figure is significantly lower. Both figures are vendor-claimed, so testing in your own environment is recommended.

### Does PolyAI or Omilia include a HIPAA BAA for healthcare deployments?

Omilia includes a HIPAA BAA on its base plan. No confirmation is available that PolyAI offers the same, so healthcare buyers with HIPAA requirements should verify directly with PolyAI before committing.

### Can I sign up for PolyAI or Omilia on my own without a sales call?

Neither PolyAI nor Omilia offers self-serve signup. Both require going through a sales process to get started, meaning no instant trial or self-provisioned account is available on either platform.

### Does PolyAI support warm transfers to human agents?

PolyAI supports warm transfers to human agents. The AI voice agent can hand off a live call to a human while providing context before disconnecting, making it well suited for escalation workflows in customer service environments.

### Does Omilia meet GDPR and EU data residency requirements?

Omilia offers verified GDPR tooling and EU residency support, making it a strong option for European enterprise buyers or any organization handling EU customer data that must meet GDPR obligations.

### What enterprise integrations does PolyAI support out of the box?

PolyAI natively integrates with Twilio, Five9, NICE CXone, Amazon Connect, Genesys, Salesforce, ServiceNow, Zendesk, and Dialpad. This broad contact center and CRM coverage makes it practical for enterprises already running major CCaaS or CRM platforms.

### How established is Omilia as a company?

Omilia was founded in 2002, originally in Athens, Greece, and is now headquartered in Limassol, Cyprus. It raised a $20M round from Grafton Capital in 2020 after operating as a bootstrapped business, giving it over two decades of industry experience.

Source: https://www.versusref.com/voice-ai/omilia-vs-polyai/