Build vs. buy: what you're really deciding with voice agents

Teams weighing whether to build voice agents in-house are really deciding whether to build an orchestration layer, since the agent itself is only about 20% of the work and the rest is real-time audio, telephony, and observability infrastructure. One scheduling vendor's six-week demo became an eight-month project before it migrated the feature onto a platform in six weeks. Building in-house only makes sense for deep pipeline customization, existing voice infrastructure, regulatory constraints, or voice as core competitive advantage.