AI Contact Experience
From Resistance to Excellence: The Evolution of Your Call Center
Transform a defensive infrastructure into an active Experience Center. Intelligent automation, persistent context, and real empowerment for your human agents.
Is Your Contact Center Operating Like a Trench?
Most contact centers respond 'when they can and how they can'. This defensive model creates an unsustainable cycle of inefficiency across all communication channels:
Queues That Break the Experience
Every minute of waiting increases abandonment and frustration across calls, chats, emails, and social media interactions.
Overwhelmed Agents
Burnt-out teams solving repetitive queries across multiple channels instead of adding value in complex cases.
Data in Silos
The customer repeats their story across channels because context is lost when transferring between communication touchpoints.
Channel Fragmentation
Disconnected systems force customers to switch channels, losing context and creating frustration at every touchpoint.
Lack of Proactive Engagement
Reactive responses only address issues after they escalate, missing opportunities to prevent problems and delight customers.
Inconsistent Quality
Service quality varies dramatically between channels, agents, and time periods, eroding brand trust.
Queues That Break the Experience
Every minute of waiting increases abandonment and frustration across calls, chats, emails, and social media interactions.
Overwhelmed Agents
Burnt-out teams solving repetitive queries across multiple channels instead of adding value in complex cases.
Data in Silos
The customer repeats their story across channels because context is lost when transferring between communication touchpoints.
Channel Fragmentation
Disconnected systems force customers to switch channels, losing context and creating frustration at every touchpoint.
Lack of Proactive Engagement
Reactive responses only address issues after they escalate, missing opportunities to prevent problems and delight customers.
Inconsistent Quality
Service quality varies dramatically between channels, agents, and time periods, eroding brand trust.
"The challenge is not to handle more interactions. The challenge is to handle better, with context and continuity across all communication channels."
A Unified System, Five Engines
It's not a simple 'bot'. It's an orchestration of components that work together to ensure a seamless experience.
Autonomous Attention
Resolves queries 24/7, filters intentions, and eliminates wait times.
Context Engine
Responses based on your real documents (FAQs, policies) maintaining conversation memory.
Routing Orchestrator
Decides when AI should release the call and transfer it to the right human, passing all context.
Agent Copilot
Assists your human team in real-time, suggesting responses and actions while they speak with the customer.
Control Tower
Metrics panel, continuous learning, and integrated regulatory compliance.
The Value Flow
From scheduling to post-call analysis, each stage is optimized to generate value.
Total Demand Control
Manage outbound campaigns and configure your AI behavior without code.
Outbound Manager
Schedule mass or individual calls.
Agent Builder
Adjust the 'temperature', voice, and agent profile with simple sliders.
Phone Mapping
Assign different agents or campaigns based on the incoming phone number.
Live Conversational Intelligence
The core of interaction. Robust infrastructure (BYOC) and cognitive intelligence.
Sentiment Analysis
Detects in real-time if the customer is upset or satisfied.
Warm Transfer
If the call goes to a human, the agent receives a summary and previous transcript.
SIP Support
Connect it to your current switchboard without changing operators.
Data That Generates Value
We convert conversations into structured data and executable tasks.
Case Management
AI automatically creates tickets or schedules 'Callback' tasks.
Operational Dashboard
Visualize critical KPIs (AHT, Abandonment, Cost) in real-time.
Heat Maps
Visually identify moments of greatest friction or incidents.
Results That Speak for Themselves
Real metrics from organizations that have transformed their Call Center with AI Contact Experience
Wait Time Reduction
Eliminate queues and reduce abandonment before saying 'hello'
Average Handle Time
Faster resolution with AI assistance and context persistence
First Contact Resolution
Resolve issues on the first call with complete context
Cost per Interaction
Reduce operational costs while improving service quality
Cases per Agent
Agents handle more complex cases with AI copilot support
NPS Improvement
Measurable customer satisfaction increase
Real Use Cases
Successful implementations across different sectors
Appointment management, reminders, and patient triage across voice and chat channels. Automated scheduling integration.
Scalable multilingual support during seasonal demand peaks. Handles bookings, cancellations, and inquiries 24/7.
Secure support for account management, transaction inquiries, and product information across all channels.
Order tracking, returns processing, and product recommendations. Handles peak shopping seasons seamlessly.
Tenant inquiries, maintenance requests, and property viewings coordination via voice and chat.
Student enrollment support, course information, and administrative inquiries across multiple campuses.
Bill inquiries, service requests, and outage reporting. Multichannel support for residential and commercial customers.
Service scheduling, warranty inquiries, and parts availability. Supports dealership network and end customers.
Reservation management, menu inquiries, and order tracking. Handles high-volume periods efficiently.
Technical support, plan inquiries, and service activation. 24/7 customer care across voice, chat, and social media channels.
Claims processing, policy inquiries, and coverage explanations. Multilingual support for diverse customer base.
Citizen services, permit inquiries, and public information requests. Accessible support in multiple languages.
Ready for Your Contact Center to Stop Being a Cost?
Implement a functional pilot in 4 weeks. No risk, without changing your telephony, scaling by value.