In 2026, Interactive Media marks an important milestone: 30 years of activity in the field of contact center automation and customer interaction technologies. Founded in Italy in 1996, the company has gone through all the main evolutionary phases of customer service, contributing concretely to the development of increasingly advanced, reliable, and user-focused solutions.

From the first tone-based IVR systems to today’s conversational virtual agents powered by Artificial Intelligence and generative AI, Interactive Media has built a path of continuous innovation, deep technological expertise, and successful projects for large public and private organizations.

This milestone celebrates the company’s history, vision, technologies, and the value Interactive Media brings to the market today, while looking forward to the future of intelligent automation.

Origins: Voice Automation in the 1990s

When Interactive Media was founded in 1996, the concept of digital customer experience was still far from today’s maturity. Contact centers were handling growing call volumes and beginning to adopt IVR (Interactive Voice Response) systems based on DTMF, i.e., through telephone keypad input.

In this context, Interactive Media stood out as a pioneering company in voice automation solutions, working from the start with large and complex clients such as telecom operators and national public entities. The ability to ensure stability, service continuity, and integration with existing infrastructures became one of its first distinguishing factors.

This initial phase allowed the company to acquire deep knowledge of contact center operations, a competence that would remain central in the years to come.

From Traditional IVR to Advanced Platforms

In the early 2000s, the market demanded increasingly flexible and high-performing solutions. Interactive Media invested in developing proprietary media servers and application servers designed to handle high traffic volumes.

At the same time, integration with external systems—CRMs, authentication systems, databases, and third-party contact center platforms—became increasingly important. Interactive Media responded by building robust connectors and integration architectures capable of adapting to complex and often heterogeneous technological contexts.

This approach allowed client companies to introduce automation without disrupting their IT ecosystems, reducing risks, costs, and implementation time.

The Breakthrough of Natural Language and Artificial Intelligence

From 2010 onward, customer service underwent a radical transformation thanks to advances in voice recognition, natural language understanding, and Artificial Intelligence.

Interactive Media embraced this evolution and became one of the first players to bring natural dialogue into contact centers. Interaction was no longer guided by rigid menus but became a smooth conversation in which users could freely express their needs.

The first intelligent voicebots were born, capable of:

• understanding user intent
• managing complex dialogues
• accessing company information in real time
• adapting the conversational flow to context

This evolution significantly improved the customer experience and allowed companies to automate increasingly complex processes.

OMNIA and Conversational Virtual Agents

Today, Interactive Media’s core offering is represented by conversational virtual agents, with particular excellence in the voice channel. The OMNIA platform was created to provide omnichannel AI, capable of operating on phone, chat (web or social media), and other channels and devices.

OMNIA virtual agents are designed to work alongside human operators or to replace them in repetitive, high-volume processes, ensuring:

• 24/7 service continuity
• reduced waiting times
• more consistent responses
• significant operational cost reduction

In case of escalation to a human operator, the system transfers the conversation context, so the customer doesn’t have to repeat information.

MIND: The Artificial Intelligence Engine

At the heart of Interactive Media’s conversational AI solutions is MIND (Multimodal Interactions through Natural Dialog). MIND is the technological core of OMNIA, the intelligent engine that enables virtual agents to understand user intent and manage conversation flows dynamically and naturally.

Although fully integrated into OMNIA, MIND is extremely flexible: it can also be used within PhoneMyBot, where it is optional and can coexist with other textual AI engines.

PhoneMyBot: Giving Voice to Chatbots

In recent years, Interactive Media expanded its offering with PhoneMyBot, a solution that enables voice interaction within existing chatbots.

PhoneMyBot is an open platform, compatible with various textual AI engines, providing a practical response to the growing demand for voicebots integrated into cloud contact centers, particularly on Genesys Cloud CX.

With PhoneMyBot, companies can:

• reuse existing chatbots for voice channels
• accelerate implementation times
• maintain a consistent conversational experience
• easily integrate telephony, AI, and backend systems

Integration of Generative AI

The introduction of generative AI represents a new phase in the evolution of Interactive Media solutions. This technology makes conversations even more natural, contextual, and flexible.

Generative AI allows companies to:

• handle unstructured requests
• improve linguistic quality of responses
• adapt tone of voice to context
• speed up dialogue design

Interactive Media integrates these technologies in a controlled and secure way, ensuring governance, reliability, and compliance—essential for enterprise clients.

On Premises and Cloud Solutions: Maximum Flexibility

One of Interactive Media’s strengths is offering both on premises and cloud solutions, meeting the needs of highly regulated sectors such as public administration and finance.

The architectures are designed to ensure:

• high security standards
• scalability
• operational continuity
• integration with legacy systems

This flexibility allows companies to adopt conversational AI according to their technological and organizational constraints.

Global Technology Partnerships

Over the years, Interactive Media has built strong technology partnerships with market leaders such as Google, Microsoft, and Genesys.

The company is a Google Cloud ISV Partner, operates on Microsoft Azure architectures, and is present in Genesys AppFoundry with PhoneMyBot, enabling intelligent voice channels integrated with Genesys Cloud CX. These collaborations allow for reliable, scalable platforms aligned with international standards.

Hundreds of Millions of Conversations Each Year

Today, Interactive Media handles hundreds of millions of conversations annually, in multiple languages and across various channels. This demonstrates the reliability of its solutions and the robustness of its technological infrastructure.

With headquarters in Italy and offices in the United States and Brazil, the company supports clients internationally while maintaining a highly specialized, quality-focused approach.

Mission: Making Customer Service More Human Through Technology

Interactive Media’s mission is clear: to use technology to make customer service more efficient, accessible, and enjoyable for both companies and end users.

Over the past thirty years, contact center automation has been not just a technological evolution, but a paradigm shift in business models. Interactive Media has guided organizations through this transformation, helping them rethink customer service as a strategic lever rather than a mere cost center.

With conversational virtual agents, companies can ensure service continuity, drastically reduce operating costs, and improve brand perception. Automation allows large volumes of interactions to be handled without compromising quality, turning the contact center into a value hub.

Automation does not mean dehumanization—it means freeing resources, reducing friction, and creating better experiences.

Voicebots and Rediscovering Voice in Customer Service

While the trend has often been seen as replacing voice with apps and digital channels, field experience proves the opposite: voice remains a preferred channel, especially for complex or urgent issues.

Interactive Media has built its positioning on this insight, investing in advanced voicebots that offer natural, fluid, and reliable interaction. Voicebots do more than provide predefined answers—they understand context, handle exceptions, and interact increasingly like a human operator.

User Experience as a Competitive Factor

Today, customer experience is a key differentiator. Reduced waiting times, immediate responses, and channel consistency are critical for customer satisfaction.

Interactive Media solutions are designed with the end-user experience in mind. Every conversational flow is built to be simple, intuitive, and goal-oriented, minimizing frustration often associated with traditional automated systems.

Integration with Legacy Systems and Complex Environments

A critical aspect of automation projects is integration with existing systems. Many large organizations operate on layered infrastructures, often including legacy technologies.

Interactive Media has made integration a key strength, developing solutions that communicate with CRMs, billing systems, corporate databases, and contact center platforms. This ensures existing investments are preserved and conversational AI is introduced gradually and sustainably.

Application Sectors

Interactive Media solutions are successfully used in:

• Telecommunications
• Public administration
• Financial and banking services
• Mobility and transportation

In these contexts, conversational AI has proven to significantly improve operational efficiency and end-user satisfaction.

Automation in Public Administration: Efficiency and Accessibility

In public administration, automated customer service is even more strategic. Entities must provide services to millions of citizens, often with limited resources.

Interactive Media solutions offer always-available services, reduce phone queues, and improve accessibility, even for less digitally savvy users. Using voice as a natural interface is a key inclusion factor.

Security, Reliability, and Data Governance

In AI-driven customer service, security, reliability, and governance are essential. Interactive Media designs solutions to operate in enterprise contexts where data protection and operational continuity are critical.

Architectures ensure high security standards, access control, and interaction traceability, meeting the needs of highly regulated sectors like finance and government.

An Evolving Market and Future Challenges

The conversational AI market is rapidly evolving and increasingly competitive. In this context, Interactive Media stands out for its robust solutions and deep expertise in telephony automation.

Every solution is backed by strong R&D investment. A dedicated team continually evolves the platforms, improving scalability, reliability, and the cognitive abilities of virtual agents.

With over thirty years of experience, the company can handle complex projects pragmatically, based on real cases and measurable results, avoiding unrealistic promises.

Future challenges include integrating new technologies, maintaining high-quality standards, and supporting clients in continuous transformation.

30 Years of Innovation, Looking to the Future

Interactive Media’s 30th anniversary is not only a celebration of the past but also a reflection on the future of intelligent automation.

With a history dating back to 1996, global technology partnerships, and a clear vision of customer service evolution, Interactive Media remains a strategic partner for companies seeking innovation, professionalism, expertise, and sustainability.