Voicegain, the leading Privacy-first Voice AI platform for enterprises and AI SaaS companies, is thrilled to announce the successful completion of a System and Organizational Control (SOC) 2 Type 2 Audit performed by Johanson LLP. This achievement underscores Voicegain's ongoing commitment to the highest standards of security, availability, and confidentiality for customer data.

Developed by the American Institute of Certified Public Accountants (AICPA), the SOC 2 Information security audit provides a report on the examination of controls relevant to the trust services criteria categories covering security, availability, processing integrity, confidentiality, and privacy. Voicegain’s SOC 2 Type 2 report did not have any noted exceptions and was therefore issued with a “clean” audit opinion from Johanson LLP. The SOC 2 Type 2 certification is widely recognized as a rigorous measure of an organization’s systems and controls over an extended period.

"As a Privacy first Voice AI Platform, data protection and trust are at the heart of Voicegain. Whether you are a developer working for a startup using our APIs or a Fortune 500 enterprise user of our platform, you shouldn’t have to worry about the controls in place for your sensitive voice data. It has been close to 2 years since we embarked on our SOC 2 Type 1 journey and I am really proud of what our team has accomplished. We look forward to providing businesses worldwide with Voice AI solutions that deliver true peace of mind when it comes to security and compliance" said Dr Jacek Jarmulak, Co-founder, CTO & CISO Of Voicegain.

What Is SOC2 Type 2?

Service Organization Control 2(SOC2) is a set of criteria established by the American Institute of Certified Public Accountants (AICPA) to assess controls relevant to the security, availability, and processing integrity of the systems a service organization uses to process users’ data and the confidentiality and privacy of the information processed by these systems. SOC 2 compliance is important for Voice AI platforms like Voicegain, as it demonstrates that we have implemented controls to safeguard users’ data.

There are two types of SOC 2 compliance:

1. SOC 2 Type 1: Validates that an organization has established appropriate controls at a specific point in time. Voicegain's successful audit established this as of Jul 14 2023.
2. SOC 2 Type 2: Confirms that an organization has maintained and operated those controls over a period of time, typically 6 to 12 months. Voicegain's latest report covers this for the period July 2024 to Jan 2025.

Implications for Voicegain Users

From a functional standpoint, achieving SOC 2 Type 2 compliance doesn’t change anything. Our APIs and Apps will work exactly as they always have and as expected. However SOC 2 Type 2 compliance means that we have established a set of controls and processes to ensure the security of our users’ data. This compliance demonstrates that we have the necessary measures in place to protect sensitive information from unauthorized access and disclosure.

What’s Next? Increasing the Maturity of our security process

Our commitment to security doesn’t end with SOC 2 Type 2. We are looking forward to increasing the maturity of the entire security process. This includes the following:

• Establishing a Continuous Security Monitoring Program
  • Tools and processes for ongoing detection and response (SIEM, SOC, endpoint protection).
• Developing an Incident Response and Business Continuity Culture
  • Regular tabletop exercises, disaster recovery drills, and documented processes.
• Hardening Third-Party Risk Management
  • Vendor risk assessments, contract language, and ongoing monitoring of partners’ security posture.
• Security Awareness and Training
  • Regular phishing simulations, role-based security training, and compliance training to ensure staff remain vigilant.
• Adopting a “Privacy by Design” Mindset
  • Integrate privacy considerations early in every new product or feature development cycle.

"We understand that in today's fast moving industry landscape, data security is non-negotiable," added Arun Santhebennur, Co-founder & CEO of Voicegain. "By achieving SOC 2 Type 2 compliance, we aim to set a high watermark in the Voice AI market. Our customers can have full confidence that their sensitive information is protected throughout its lifecycle."

To request a copy of our SOC 2 Type 2 report, please email security.it@voicegain.ai

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This article outlines how the modern Voicegain deep-learning based Speech-to-Text/ASR can be a simple and affordable alternative for businesses that are looking for a quick and easy replacement to their on-premise Nuance Recognizer. Nuance has announced that its going to end support for Nuance Recognizer, its grammar-based ASR which uses the MRCP protocol, sometime in 2026 or 2027. So organizations that have a Speech-enabled IVR as their front door to the contact center need to start planning now.

The future belongs to Generative AI powered Voice Agents

With the rise of Generative AI and highly accurate low latency speech-to-text models, the front door of the call center is poised for major transformation. The infamous and highly frustrating IVR phone menu will be replaced by Conversational AI Voicebots; but this will likely happen over the next 3-5 years. As enterprises start to plan their migration journey from these tree-based IVRs to an Agentic AI future, they would like to do this on their timelines. In other words, they do not want to be forced to do this under the pressure of a deadline because of EOL of their vendor.

Staying On-Premise or in a VPC for both the IVR platform and the ASR

In addition, the migration path proposed by Nuance is a multi-tenant cloud offering. While a cloud based ASR/Speech-to-Text engine is likely to make sense for most businesses, there are companies in regulated sectors that are prevented from sending their sensitive audio data to a multi-tenant cloud offering. 

In addition to the EOL announcement by Nuance for their on-premise ASR, a major IVR platform vendor like Genesys has also announced that its premise-based offerings - Genesys Engage and Genesys Connect - will also approach EOL at the same time as the Nuance ASR.

So businesses that want a modern Gen AI powered Voice Assistant but want to keep the IVR on-premise in their datacenter or behind their firewall in a VPC will need to start planning very quickly what their strategy is going to be.

At Voicegain, we allow enterprises that are in this situation and want to remain on-premise or in their VPC with a modern Voicebot platform. This Voicebot platform runs on modern Kubernetes clusters and leverages the latest NVIDIA GPUs. 

Switching Nuance Recognizer with Voicegain is quick and easy!

Rewriting the IVR Application logic to migrate from a tree-based IVR menu to a conversational Voice Assistant is a journey. It would require investments and allocation of resources. Hence a  good first step is to simply replace the underlying Nuance ASR (and possibly the IVR platform too). This will guarantee that a company can migrate to a modern Gen-AI Voice Assistant on its timelines.

Voicegain offers a modern highly accurate deep-learning-based Speech-to-text engine trained on hundreds of thousands of hours of telephone conversations. It is integrated into our native modern telephony stack. It can also talk over the MRCP protocol with VoiceXML based IVR platforms and it supports the traditional Speech grammars (SRGS, JJSGF). Voicegain also supports a range of built-in grammars (like Zipcode, Dates etc).

As a result, it is a simple "drop-in" replacement to the Nuance Recognizer. There is no need to rewrite the current IVR application. Instead of pointing to the IP address of the Nuance Server, the VoiceXML platform just needs to be reconfigured to point to the IP address of the Voicegain ASR server. This should take no more than a couple of minutes.

Voicegain Telephony Bot API - a Callback API for Telephony-based AI Voice Assistant

In addition to the Voicegain ASR/STT engine, we also offer a Telephony Bot API. This is a callback style API that includes our native IVR platform and ASR/STT engine can be used to build Gen AI powered Voicebots. It integrates with leading LLMs - both cloud and open-source premise based - to drive a natural language conversation with the callers.

Talk to us about your IVR migration journey!

If you would like to discuss your IVR migration journey, please email us at sales@voicegain.ai . At Voicegain, we have decades of experience in designing, building and launching conversational IVRs and Voice Assistants.

Here is also a link to more information. Please feel free to schedule a call directly with one of our Co-founders.