Top 5 Things to Experience from Modulate at Customer Contact Week Las Vegas 2026

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Customer Contact Week Las Vegas marks an exciting moment for Modulate. Not only are we showcasing the latest Velma Platform with voice-native real-time conversation intelligence for enterprises, but we’re also bringing a broader conversation to CCW: what it actually takes to understand live voice conversations beyond the transcript.

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At the booth, Modulate will be highlighting how voice-native AI can support some of the most critical needs facing contact centers today, from reducing the impact of fraud and lowering transcription costs to supporting agent coaching, improving customer experience, and monitoring AI agents in real time.

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As contact centers race to adopt voice AI across customer experience, fraud prevention, compliance, agent assistance, and AI oversight workflows, savvy organizations are realizing that speech-to-text alone is not enough. 

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Here are five things you won’t want to miss from Modulate at the show – find us at booth #1738.

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1. Experience Velma’s Real-Time Conversation Intelligence

At CCW Las Vegas, the Modulate team will showcase Velma’s voice-native real-time conversation intelligence for enterprises.

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Velma is designed to help organizations move beyond post-call review and transcript-first analytics toward live understanding of conversational context, emotional signals, behavioral risk, and customer need. Rather than relying solely on what was said, Velma analyzes raw conversational audio directly to help identify what is actually happening in a conversation.

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Attendees will be able to explore Modulate’s model showcase, including Velma’s capabilities across multiple voice intelligence use cases, and see how Modulate’s technology can surface insights from live conversational audio in a way that is structured, explainable, and actionable.

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Visitors to the booth will be able to explore how Velma can support the use cases most relevant and critical to their business operations, such as:

• Fraud and risk detection: explore how real-time voice intelligence helps mitigate and reduce the impact of fraud
• Agent welfare and coaching: learn how voice-native signals can support better intervention and support
• Cost reduction: discuss how Velma can help reduce reliance on expensive transcription-first workflows

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The booth experience is designed to give attendees both a high-level view of Modulate’s broader voice intelligence platform and the ability to drill into the specific use cases that matter most to their teams, from deepfake detection and sensitive data protection to agent support, transcription efficiency, and AI agent monitoring.

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Whatever brings you to the Modulate booth, our team is ready to answer your questions. 

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2. Put Your Deepfake Detection Skills to the Test

Voice-based fraud is no longer a distant or hypothetical risk. As synthetic audio becomes easier to create and harder for humans to detect, contact centers are increasingly becoming a frontline target for impersonation, social engineering, and voice-based attacks.

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At CCW, Modulate will showcase its voice deepfake detection model – ranked #1 in the world – and how it helps organizations identify synthetic audio and suspicious voice activity in real-world environments. This is especially important for teams handling sensitive customer data, financial transactions, account access, insurance claims, healthcare conversations, or high-value service interactions.

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Attendees will also have the chance to test their own ears through Modulate’s deepfake detection game at Booth #1738. Visitors will listen to recorded audio snippets and try to guess whether each one is real or AI-generated. Each day, the top scorer will win a pair of noise-cancelling AirPods.

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The challenge is not simply detecting a deepfake in a file after the fact. The bigger enterprise challenge is recognizing risk during live interactions, when an agent, supervisor, fraud team, or automated workflow still has time to intervene.

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Modulate will be available to discuss how deepfake detection fits into a broader contact center strategy that combines authentication, risk detection, agent support, and real-time escalation rather than placing the full burden on frontline teams to decide whether a caller “sounds right.”

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3. Explore Sensitive Data Redaction and Voice Data Protection

Contact centers handle some of the most sensitive information inside the enterprise. Names, account numbers, payment details, health information, addresses, policy numbers, and other personal data can all appear in live voice interactions and recorded calls.

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That creates a difficult balance: organizations need to analyze conversations to improve service, detect risk, and support compliance, but they also need to protect customer privacy and reduce exposure of sensitive information.

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At CCW, Modulate will highlight its unique, audio-native approach to sensitive data redaction, including how voice intelligence can help identify, manage, and secure personally identifiable information (PII) and protected health information (PHI) in conversational audio.

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This is a critical piece of making voice AI enterprise-ready. For many organizations, the question is no longer whether they should use AI to understand customer conversations, but how to do it responsibly, securely, and in a way that aligns with privacy, compliance, and customer trust.

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4. Find Out What Contact Centers Can Learn From Gaming Environments

Modulate’s voice intelligence technology was developed in some of the most challenging real-world audio environments: large-scale online games (like Call of Duty), where conversations are live, noisy, emotionally charged, multilingual, and often adversarial.

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In gaming environments, voice systems need to understand nuance, context, emotion, intent, and behavior at massive scale. They need to distinguish between harmless banter and harmful behavior. They need to work in real time, across messy audio, with enough efficiency to support millions of interactions. Those same challenges are now showing up in enterprise contact centers.

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Customer conversations are live, emotional, and high stakes. They may involve fraud attempts, distressed callers, frustrated customers, compliance-sensitive disclosures, or AI agents making decisions in real time. The systems supporting those conversations need to understand more than words on a page.

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At CCW, the Modulate team will be available to discuss what enterprises can learn from gaming environments, and why real-world voice intelligence requires systems built for noise, scale, emotion, and complexity from the beginning.

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5. Meet the Team Behind Velma

One of the best parts of CCW is the chance to have real conversations about the problems contact center leaders are solving right now.

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At Booth #1738, attendees will have the opportunity to meet members of the Modulate team, including leaders like cofounder and CEO Mike Pappas, Don Terry (SVP of Revenue and Partnerships), and the broader team building and deploying Velma for real-world enterprise use cases.

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Whether you are focused on fraud prevention, customer experience, AI agent oversight, compliance, call center operations, or voice data strategy, the team will be available to walk through live demos, answer technical questions, and discuss how voice-native conversation intelligence can fit into your existing workflows.

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This is an opportunity to understand not just what Velma does, but why Modulate believes voice intelligence is becoming a critical component of the modern contact center and customer service strategy.

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Visit Modulate at Customer Contact Week Las Vegas

Join Modulate at Booth #1738 at Customer Contact Week Las Vegas, taking place June 22-25, 2026, to experience live demonstrations of Velma and learn how enterprises are using voice-native conversation intelligence across customer experience, fraud prevention, compliance, and AI oversight workflows.

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To schedule a demo at CCW Las Vegas, visit: https://www.modulate.ai/lp/events/ccw-las-vegas-2026

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We look forward to seeing you there.

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REMOVED CONTENT

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Voice conversations carry critical signals that transcripts often miss: emotion, urgency, hesitation, silence, confusion, vulnerability, deception, and context. That’s where Velma comes in.

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Built on Modulate’s Ensemble Listening Model (ELM) architecture, Velma is designed to help enterprises advance from post-call analysis to continuous, real-time conversational understanding and intervention. At CCW Las Vegas, attendees will have a chance to see how Modulate is helping contact centers, customer experience teams, fraud prevention leaders, and enterprise AI teams understand what is happening in live conversations while there is still time to act.

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• Customer experience and contact center intelligence
• AI agent oversight
• Compliance and vulnerable customer protection
• Trust and safety
• Operational intelligence and decision support

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For customer contact leaders, this means a new way to think about voice data. Instead of treating calls as recordings to review after the fact, Velma helps turn live conversations into structured, explainable insights that teams can act on in real time.

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