PolyAI review: the AI phone agent built for big contact centers
Answer in brief: PolyAI is the best AI phone agent for large enterprise contact centers. Its managed Agentic Dialog Platform is priced per minute through sales and billed per second of connected time, with no minimums. Ongoing improvements, maintenance and 24/7 support are included. Teams with their own voice stack can use the Dialog-RSN-1 model API at 2¢ per connected minute plus tokens. Platform prices aren't published.
Top pick for enterprise contact-center voice. PolyAI says its largest deployments resolve up to 90% of calls end to end, with 99.994% uptime and capacity for 10,000 concurrent calls.
Independent research from PolyAI's pricing page and homepage, read November 9, 2026. We did not test PolyAI hands-on. Performance figures are PolyAI's claims.
Voice-first conversations at scale
PolyAI runs voice, chat and messaging on one platform, but its heritage is the phone line. PolyAI says Dialog-RSN-1 is audio-native and scores 89.8 on turn-taking with a 3.7% word error rate. It also says the model reaches first token in under 300ms at the median (about 280ms p50). Testing and A/B tests are free, and you can monitor latency and cost in real time.
Telephony and security
Your own carrier connects over SIP at no charge, secured with TLS and SRTP. PolyAI lists SOC 2, ISO 27001, PCI DSS and GDPR, with data residency in the US, UK, EU and APAC. The platform handles up to 10,000 concurrent calls.
Who PolyAI fits
- Large brands replacing or extending contact-center phone lines.
- Regulated industries such as utilities and banking.
- Engineering teams that want an audio-native model inside their own stack (Dialog-RSN-1 API).
Sourced customer stories
PolyAI's customer stories include Carter's, PG and E (Pacific Gas and Electric), Fogo de Chão, UniCredit Zagrebačka banka, SafeRide, Audibel, Melting Pot and Hawksmoor.
Strengths
- Per-second billing with no minimums.
- Improvements, maintenance and 24/7 support included in the platform price.
- Free SIP for your carrier, plus multi-region data residency.
- A self-serve model API for builders.
Honest drawbacks
- Platform pricing is only available through sales.
- The API's 2¢ rate leaves out telephony and orchestration, so it isn't a full phone-agent cost.
- The API allows 10 concurrent calls, or 2 before you add a card.
Pricing
| Product | Price |
|---|---|
| Agentic Dialog Platform | Per minute, custom quote, billed per second |
| Dialog-RSN-1 API | $0.02 per connected minute |
| API text tokens (per 1M) | $2.00 input, $0.20 cached, $5.00 output |
PolyAI's pricing page says voice output is free until November 19, and sign-ups before November 19 get $100 in free credit.
Best alternatives
- Synthflow: managed enterprise rollouts with built-in Five9, Zoom and RingCentral connections.
- Retell AI: published pay-as-you-go pricing for teams that build in-house.
- Vapi: a developer platform for assembling your own stack.
PolyAI FAQ
How much does PolyAI cost?
Platform pricing is per minute through sales, billed per second with no minimums. The Dialog-RSN-1 API is 2¢ per connected minute plus tokens.
Can I use my own carrier with PolyAI?
Yes. Your carrier connects over SIP at no charge.
Does the PolyAI API include telephony?
No. Telephony and orchestration aren't included in the API price.
Sources
- PolyAI pricing
- PolyAI homepage
Comparing omnichannel support suites? See AI customer support software.
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