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.
One service operation, from first answer to quality review.
Know what moved forward.
Route by customer need
Combine IVR, conversational intent, skills, languages, and queue policies to send each interaction to the right destination.
- Skills-based routing
- Queue strategies and live status
- Business-hours and overflow actions
Support the people on the call
Transfer context into the agent workflow and let supervisors assist when the situation needs another pair of ears.
- Warm transfers and agent assist
- Live listen, whisper, and barge
- Agent desktop and dispositions
Manage quality across the operation
Bring recordings, evaluations, staffing workflows, and customer feedback into operational review.
- Automated QA and recording review
- Workforce management
- CSAT and NPS surveys
From a conversation
to a completed task.
Connect the steps that make the outcome possible.
- 01
Map the service journey
Identify queue boundaries, transfer ownership, approved resolutions, and the points where a supervisor should intervene.
- 02
Connect your centre
Use carrier connections and CCaaS adapters for Genesys, Five9, Avaya, or Amazon Connect, then test a complete AI-to-agent journey.
- 03
Run an operational scorecard
Inspect queue wait, transfer completion, repeat contact, quality scores, customer satisfaction, and cost per resolved conversation.
Make it useful
in your business.
Start with a specific conversation, connect the right systems, and define what a successful outcome looks like.
Tier-one service automation
Peak-volume overflow
Agent assistance
Supervisor quality operations
Must we replace our contact centre?
No. Connect through the carrier and CCaaS integration surfaces to introduce automation around your existing operation, or use Vagary Voice’s routing and agent surfaces directly.
Can supervisors intervene during a call?
Yes. Live listen, whisper, and barge capabilities give supervisors ways to observe and assist, with roles and permissions governing access.
What should a first rollout cover?
Choose one queue with a clear resolution boundary and staffed escalation destination. Evaluate the complete customer journey before extending to more queues.
Keep exploring.
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.
Explore productTelephony & ChannelsBring AI to the numbers and calling systems you already use.
Connect business telephony to conversational agents without losing the operating choices behind it. Use managed numbers, existing carriers or SIP infrastructure for inbound service and outbound customer work.
Explore productQuality & 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.