One conversation. A coordinated AI and human team.
Let AI handle repeatable work while human agents focus on situations that need judgment. Keep routing, live supervision, customer context and quality review connected across the handoff.
The right person receives the customer’s context and a clear next action.
Actually, could we make that Thursday afternoon? And let the advisor know it’s for our second location.
Thursday at 2:30 works. I’ll add the location details, send your confirmation and brief your advisor.
Route for the actual request
Bring customer intent together with your team’s availability and expertise.
- Organize queues and route by skills and language.
- Apply business hours, overflow, wrap-up and no-answer rules.
- Connect existing contact-centre systems through CCaaS adapters.
Make the handoff useful
Treat AI and human work as parts of the same service journey.
- Transfer with customer context and the actions already attempted.
- Give human agents a desktop with live status and suggestions.
- Coordinate multi-agent handoffs when a different specialty is needed.
Supervise the whole operation
See live demand and use real conversations to improve service.
- Inspect queue status and support advisors with listen, whisper and barge.
- Review recordings and score quality against your service rubric.
- Connect dispositions, satisfaction surveys and workforce planning.
From a conversation
to a completed task.
Connect the steps that make the outcome possible.
- 01
Triage with AI
Identify the request and complete straightforward knowledge or action tasks.
- 02
Select the right queue
Match unresolved needs to skill, language, hours and human availability.
- 03
Transfer the context
Carry the reason for contact, collected details and attempted actions forward.
- 04
Review the journey
Assess resolution, handoff quality and customer experience across both legs.
Make it useful
in your business.
Start with a specific conversation, connect the right systems, and define what a successful outcome looks like.
Support with AI triage and specialist escalation.
Sales qualification followed by an advisor conversation.
After-hours intake feeding the next staffed shift.
Does this require replacing our contact centre?
No. CCaaS adapters and telephony connections let you introduce AI into an existing operation. Choose the routing and ownership model that fits your current team.
What makes a warm transfer different?
A warm transfer carries the conversation’s context into the handoff. The receiving advisor can understand the request and previous work before asking the customer to continue.
How can supervisors intervene?
Live listen, whisper and barge capabilities support active supervision. Pair those tools with role permissions and recording policies appropriate to your operation.
Keep exploring.
Bring AI into the operation your agents already run.
Connect voice automation with queues, routing, agent desktops, supervisor controls, and quality review. Automate suitable conversations while giving your people the context and visibility to own everything else.
Explore solutionsCustomer supportResolve the question. Preserve the relationship.
Give customers answers grounded in your knowledge and actions connected to your systems. When a conversation needs judgment, hand it to a person with the issue, attempted steps, and customer context intact.
Explore solutionsQuality & EvaluationMake the next release better than the last conversation.
Turn production conversations into tests, evaluate the voice experience and compare agent changes before publishing. Give quality a repeatable workflow that includes knowledge, actions, timing and handoffs.
Explore productGive every conversation
somewhere better to go.
Start with one agent. Build an operation around what works.