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Voice
Text-to-speech turns the agent's written reply into audio. For live calls the metric that matters is time-to-first-audio, not the quality of the finished clip.
Modern synthesis is good enough that raw naturalness is rarely the deciding factor any more. What separates engines in production is how quickly the first audio frame arrives and whether they stream, because the caller is waiting in silence until it does.
Streaming synthesis lets the agent begin speaking before the sentence is fully generated. Non-streaming synthesis computes the whole clip first, which adds its full generation time to every single turn.
Voice choice is a real product decision rather than a cosmetic one. Accent and pace affect whether callers trust and understand the agent, and the right choice differs by market: a voice that reads as warm in one region reads as odd in another.
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