9. What questions should a buyer ask about infrastructure and pricing?
Watch: 5 Voice AI Predictions for 2026
Who: Telnyx, featuring CEO David Casem. Published: 13 April 2026. Evidence: official video description and chapter list. (youtube.com)
Key takeaways: The session covers deployment, reliability, compliance, pricing and multilingual agents. The published chapters place pricing and economics at 16:30, multilingual agents at 19:30, and Q&A at 28:30. The description also highlights operational ownership and measurement. (youtube.com)
Our buyer interpretation: Treat this as an infrastructure supplier’s view of what matters—not as a neutral forecast or an all-in pricing benchmark.
Action after watching: Convert the economics discussion into a quote request. Ask bidders to identify charges for telephony, speech services, models, concurrency, transfers, recording, monitoring, support and implementation, including which items are bundled and which are separately billed.
Then request a worked bill for your call distribution, including failed attempts and human follow-up. Keep potential revenue recovery separate from cash savings.
Caution: Predictions, latency ambitions and supplier pricing commentary are not measured results for your deployment. This video should improve your questions, not supply the assumptions in your investment case.
10. How should a BPO contract change when automation is introduced?
Listen: Beyond BPO: How AI-Powered Outsourcing Becomes Business Transformation w/Adam O’Connor
Who: Jim Kunkle interviews Adam O’Connor of Conectys on The Digital Revolution. Published: 27 July 2026. Length: 32 minutes. Evidence: publisher-supplied episode notes. (podcasts.apple.com)
Key takeaways: The discussion addresses moving from seat-based contracts towards outcome-based pricing, redesigning processes, and combining voice bots with human judgement, quality assurance and agent assistance. It also covers multilingual operations and governance. (podcasts.apple.com)
Our buyer interpretation: This is the most directly relevant selection for an outsourcer transformation leader or a client renegotiating an outsourced contact-centre arrangement.
Action after listening: Define a billable outcome before discussing an outcome-based price. Specify duplicates, reopened cases, failed authentication, callbacks, partial completions and human-rescued transactions. Decide who pays when the agent creates rework.
Commercial lens: The guest represents an outsourcing provider. The episode offers a supplier perspective on incentives and delivery, not evidence that outcome-based pricing automatically produces better value.
Question to take into negotiation: If automation reduces routine workload but leaves difficult cases with people, how will the retained service be staffed, priced and measured?