AI Call Centre Software for Enhanced CX

Speech analytics is AI-powered technology that analyzes voice conversations and converts them into structured, actionable insights. By leveraging Emotion AI, behaviour listeners, and natural language processing (NLP), it uncovers sentiment, intent, and key themes—empowering contact centres to optimise performance, enhance customer experience, and drive better outcomes.

Predictive call routing is an AI-powered system that intelligently directs incoming calls to the most suitable agents based on customer data, agent skills, historical performance, and real-time analytics, optimising for which agent is most likely to deliver the best outcome. This technology reduces wait times, improves first-call resolution rates, and enhances customer satisfaction through optimal agent-customer matching.

Contact centre automation involves using AI and workflow creation tools to streamline repetitive tasks, improve operations and reduce manual intervention. It uses technology to automate repetitive tasks, freeing the time of human agents to focus on more complex tasks. This can include AI Call Summarisation that automatically updates the CRM, Customer authentication and responses to frequently asked questions. Example of Contact Centre Automation includes Predictive dialler technology, automated call distribution, intelligent routing, workflow triggers, data entry, and post-call processing to improve efficiency and agent productivity.

Customer experience AI encompasses artificial intelligence technologies designed to enhance every touchpoint of the customer journey. It is designed to make automated communication feel more personal and human-like. This includes the use of Natural language processing, Neural Voices and customer journey orchestration to help businesses deliver consistent, personalised, and proactive customer service across all communication channels and interaction types.

Real-time agent assistance is an AI feature that provides live support to contact centre agents during customer interactions. It surfaces relevant information from knowledge bases, suggests optimal responses, provides real-time coaching alerts, displays customer insights, and automates administrative tasks to improve agent performance and customer satisfaction.

Omnichannel AI integration refers to seamlessly connecting artificial intelligence capabilities across multiple customer communication channels including voice, email, chat, SMS and social media. This ensures consistent AI-powered experiences, based on the communication preferences of customers while providing organisation with centralised reporting across these channels.

Intelligent call analytics uses Advanced Speech Analytics AI to automatically analyse voice conversations, extract meaningful insights, and generate actionable reports about customer interactions. It uses behaviour models to monitor conversation quality, identify compliance issues, track performance metrics, detect emerging topics and trends, and provides data-driven recommendations for optimising contact centre performance.