Saturday, March 14, 2026
Sinch AB has announced a major upgrade to its enterprise voice solutions with the introduction of Voice Relay, a new capability designed to connect text-based AI agents directly to live phone conversations. The company revealed this innovation during the Enterprise Connect, highlighting its commitment to transforming AI-powered customer communication.
Along with the early access release of Voice Relay, Sinch also introduced several improvements across its Enterprise Voice platform, including AI-ready voice infrastructure, stronger branded calling protection, and expanded global network capabilities. Together, these updates aim to help organizations create secure, scalable, and intelligent customer conversations powered by artificial intelligence.
As conversational AI technology continues to evolve rapidly, businesses increasingly seek ways to integrate AI agents into real-time voice interactions. However, implementing AI-powered voice systems presents several technical challenges. Issues such as latency, telecom infrastructure complexity, and fraud protection often slow down adoption. Sinch addresses these challenges by providing a communications infrastructure that connects AI-powered systems directly to the global telephone network.
Julia Fraser, EVP Americas at Sinch
"Voice remains one of the most powerful channels for customer engagement, and enterprises are increasingly looking to bring AI into those interactions," said Julia Fraser, EVP Americas at Sinch. "Voice Relay allows developers to connect AI agents to the global telephone network quickly and reliably, helping them automate routine calls, reduce wait times and resolve issues faster without having to build and manage complex voice infrastructure themselves."
Although digital channels like chat and messaging continue to grow, phone conversations still play a crucial role in customer service. In particular, high-priority issues and complex inquiries often require real-time interaction. Traditionally, deploying AI agents for voice communication required businesses to manage several complex systems, including audio streaming infrastructure, speech recognition engines, text-to-speech technology, and latency optimization.
With Voice Relay, Sinch simplifies this process significantly. The solution allows developers to integrate AI agents powered by large language models directly into live phone calls. Furthermore, the platform manages the entire conversational cycle in real time, including speech recognition, voice synthesis, and interruption handling.
By doing so, Voice Relay removes the technical burden from developers and allows them to focus on building intelligent AI-driven experiences. Developers can easily connect their AI agents to Sinch’s global voice network through a simplified interface while the platform manages the underlying telecom complexity.
Daniel Morris, Chief Product Officer at Sinch
"Enterprises want the freedom to choose the AI models that power their agents," said Daniel Morris, Chief Product Officer at Sinch. "Voice Relay provides the infrastructure that connects those agents to the global voice network, delivering the real-time media, reliability and control required to run AI-powered voice interactions in production."
Overall, the introduction of Voice Relay reflects a broader industry shift toward AI-driven communication. By simplifying infrastructure requirements and enabling real-time AI voice interactions, Sinch aims to help enterprises automate customer conversations, improve response times, and deliver more efficient support experiences worldwide.
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