Optimize contact center experiences

AI agents

Deliver fast, personalized self-service that boosts customer satisfaction while reducing call volumes and costs.

Amplified agent assistance

Help agents resolve issues faster and more accurately with real-time AI guidance and task automation.

Automated quality assurance

Ensure consistent service quality and accelerate coaching with AI that monitors and evaluates every interaction.

Proactive outbound campaigns

Drive engagement and revenue through personalized, AI-driven outreach across voice and digital channels.

What’s blocking the experience your customers expect?

Lack of Personalization

Failure to provide personalized, consistent self-service that caters to individual needs erodes customer loyalty.

Poor Agent Productivity

Agents often lack access to real-time information and support, leading to reduced performance and longer resolution times.

Long Wait Times

Prolonged wait times, especially during peak periods, result in customer frustration and poor service experiences.

High Operational Costs

Lack of self-service options and inefficient workflows drive up costs, making it hard to optimize resources and maintain service quality.

Contact Center Ai

Unlock an AI-first contact center

Transform your contact center into a business accelerator, providing seamless service, streamlined workflows, and cost savings to boost both customer satisfaction and business performance.

Smarter support starts with AI agents

Deliver measurable impact with AI agents that reduce operational costs, speed up response times, and increase customer loyalty.

Human-like, multilingual self-service

Deliver natural, AI-driven interactions that understand language, sentiment, and intent, offering real-time, personalized support wherever and whenever customers reach out.

Smarter, multi-turn conversations

Empower customers to resolve multiple issues in one seamless interaction with AI Agents that interpret emotions, recall context, and provide clear, helpful answers.

Always-on support with relevant answers

Provide 24/7 assistance with AI that surfaces precise information and tailored recommendations, no waiting, no repetition, just effective help on demand.

Elevate performance with Agent AI assistance

Empower agents with real-time guidance, smart suggestions, and task automation, boosting productivity, improving customer satisfaction, and accelerating resolution times.

Next-best action guidance

Generate AI-powered suggestions based on real-time conversations, customer history and sentiment analysis, assisting agents in making informed decisions and providing personalized service.

Real-time coaching

Deliver real-time, context-aware guidance during live interactions, helping agents communicate more effectively, resolve issues faster, and improve performance without manual oversight.

Task automation

Use AI agents to automate routine tasks and retrieve customer data, reducing manual effort, saving time, and accelerating resolution for more efficient service.

Automate insights, elevate performance with Quality AI

Transform quality assurance into a strategic advantage by automatically analyzing every customer interaction to surface insights and drive performance.

Automated interaction scoring

Utilize AI and machine learning to automatically evaluate 100% of voice and chat conversations, identifying trends and areas for improvement.

Identification of critical interactions

Pinpoint conversations vital to business outcomes, aiding in understanding customer sentiment and making informed decisions to enhance customer experience.

Targeted coaching assignments

Develop personalized coaching plans using specific interactions to highlight growth areas, monitor progress, and deliver focused feedback for human agent development.

Deliver impactful results with outbound campaigns

Drive customer loyalty and operational excellence by engaging customers with timely, relevant messages, turning every interaction into a strategic advantage that accelerates results.

Proactive engagement at scale

Connect with customers before they reach out, perfect for reminders, updates, renewals, and surveys, improving satisfaction while reducing inbound volume.

Targeted, personalized campaigns

Use customer data, history, and preferences to deliver timely, relevant messages that feel tailored to each individual, driving higher response rates and stronger relationships.

Effortless campaign management

Quickly design, launch, and monitor outbound campaigns through an intuitive interface with built-in analytics and CRM integration, saving time and maximizing impact with minimal effort.

ADDITIONAL Features

Drive transformative service experiences

A comprehensive agentic solution that transforms how your organization accesses information, automates workflows, and accomplishes tasks. Built for enterprises to scale with the intelligence to understand your unique business context.

Omnichannel

AI on any channel

Seamlessly route inquiries across phone, email, chat and social media while maintaining context, continuity and a connected customer journey.

Channel flexibility

Let customers choose their preferred communication method for more personalized, satisfying experiences.

Skills-based routing

Connect customers to agents with the right expertise for faster, first-contact resolution. 

Contextual continuity

Preserve interaction history across channels so customers never have to repeat themselves.

Unified interface

Give agents one place to manage all interactions, enabling efficient cross-channel communication.

Data-driven insights

Consolidate channel data for analytics, reporting and strategy, with the flexibility to scale as needs evolve.

AI-powered Routing

Enhance every interaction

AI-powered routing directs inquiries to the best-suited agents based on intent, profile and expertise to improve first-contact resolution, reduce wait times and boost satisfaction.

Conditional AI routing

Match inquiries to the right agent or department based on customer profile or conditions for faster, more efficient service.

Skills-based routing

Assign questions to agents with the right expertise to improve resolution speed and accuracy.

Queue notifications and callbacks

Keep customers informed, offer callbacks and reduce time on hold to improve experience and call management.

Agent Desktop

Improve agent performance with AI

A configurable, AI-powered hub that unifies tools, data, and channels to help agents work smarter, resolve issues faster, and deliver personalized service.

AI agent assistance

Real-time coaching, next-best actions, guided playbooks and automated workflows to reduce ramp time and enhance confidence.

Integrated search

Instantly find answers from databases, documents, websites and knowledge bases directly from the desktop.

Co-browsing

Collaborate with customers on the same web page in real time with sensitive data masked for privacy.

Third-party integrations

Embed external tools and apps into the desktop for seamless workflows. 

Conversation tracking

Monitor interaction status (ongoing, snoozed, inactive, idle, ACW) for better prioritization and reporting.

Collaboration tools

Chat or consult live with teammates or supervisors during interactions to improve resolution rates.

Automated summaries

AI-generated post-interaction notes for faster wrap-up, consistent records and preserved context.

Supervisor Desktop

Optimize performance with real-time monitoring

Gain live insights into agent performance, customer interactions and service levels to manage operations effectively, maintain SLAs and boost productivity.

Live interaction support

Monitor, whisper, consult or barge into conversations to guide agents, resolve issues and maintain quality.

Real-time dashboards

Track automation performance, agent activity, queue status and key metrics for individuals and teams.

Interaction view

Review conversation quality, resolution times and SLA adherence to identify trends and improvement areas.

Customizable views

Filter by channel, agent group, language or conversation state for targeted monitoring.

Reports

Schedule and share summaries or detailed metrics on agents, queues, SLAs and customer satisfaction.

Workforce Management

Optimize agent scheduling for efficiency

Schedule the right number of agents at the right times to meet demand, improve resource utilization and enhance agent satisfaction.

Forecasting and scheduling

Predict staffing needs using historical data and workload patterns to create optimized schedules.

Automated intraday scheduling

Adjust coverage in real time with automated schedule adjustment plans for smooth operations.

Real-time adherence monitoring

Track agent and team status with alerts and reports to maintain schedule compliance.

Performance analytics

Use detailed reports to assess productivity, service levels and trends for data-driven improvements.

Agent engagement tools

Empower agents with schedule bidding, self-service portals and communication preferences.

Reporting

Leverage data-driven insights

Aggregate and analyze data across channels to uncover customer behavior, track KPIs and make informed decisions that improve service quality and efficiency.

Conversational insights

Use AI analysis to identify trends, optimize responses and enhance engagement.

NLP insights

Gain deeper understanding of intent and sentiment to refine communication strategies.

Conversation history and flows

Review past interactions and visualize customer journeys for process improvements.

Custom dashboards

Monitor KPIs with pre-built or tailored dashboards to track performance and trends.

Real-time analysis

Evaluate interactions as they happen to enable faster, data-driven decisions. 

Learn about our solutions in the real world

Moving beyond answers to authentic dialogue

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Transforming financial services with agentic AI: a focussed study on banking and wealth management

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Leader’s guide to Responsible AI: key principles and practices

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Agentic AI for business automation: scaling with autonomy

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AI in Retail: how large language models are shaping the landscape

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How conversational AI reimagines employee experience

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AI for Service

Explore AI for Service capabilities

Leverage Generative AI innovation to empower customers and create differentiated service experiences.

AI for Service Overview

Leverage Generative AI innovation to empower customers and create differentiated service experiences.

AI Agents

Drive exceptional self-service experiences, using advanced generative AI to offer fast, accurate, and personalized support.

Contact Center AI

Enhance service with a customer experience platform that combines intelligent self-service, advanced routing, and real-time human agent assistance.

Agent AI

Use generative AI models to automate workflows, offer real-time advice, compose interaction summaries, provide dynamic playbooks for agent guidance, and offer live coaching.

Quality AI

Provide automated scoring across 100% of voice and chat conversations between agents and customers using the power of AI to help transform your quality assurance process and workflows.

Outbound Campaigns

Stay ahead of customer needs with AI-powered outbound campaigns that deliver timely promotions, reminders, and follow-ups across voice and digital channels.