Products › Contact centre platform
Your own contact centre platform, with first channels live in days.Your own contact centre platform, with first channels live in days.
Your agents see each customer’s conversations and record on one screen, and AI answers the routine questions on the channels you choose. New capabilities switch on from ready-made plugins whenever your team needs them.
Your agents see each customer’s conversations and record on one screen, and AI answers the routine questions on the channels you choose. New capabilities switch on from ready-made plugins whenever your team needs them.
Your agents see each customer’s conversations and record on one screen, and AI answers the routine questions on the channels you choose. New capabilities switch on from ready-made plugins whenever your team needs them.
Channels land on one agent screen, with the customer's history already open.Channels land on one agent screen, with the customer's history already open.
Conversations from every channel arrive in one queue, with earlier messages and calls attached. Routing sends each one to the agent with the right skills.
Conversations from every channel arrive in one queue, with earlier messages and calls attached. Routing sends each one to the agent with the right skills.
Conversations from every channel arrive in one queue, with earlier messages and calls attached. Routing sends each one to the agent with the right skills.
AI answers the routine questions and passes the rest to a person with a short summary.
AI answers the routine questions and passes the rest to a person with a short summary.
AI answers the routine questions and passes the rest to a person with a short summary.
MAIA works on the channels you choose, using your own knowledge and rules. When a conversation needs a person, the agent receives a short summary and picks up without asking the customer to repeat anything.
MAIA works on the channels you choose, using your own knowledge and rules. When a conversation needs a person, the agent receives a short summary and picks up without asking the customer to repeat anything.
MAIA works on the channels you choose, using your own knowledge and rules. When a conversation needs a person, the agent receives a short summary and picks up without asking the customer to repeat anything.
New capabilities switch on from 30+ ready-made plugins, with no development project.New capabilities switch on from 30+ ready-made plugins, with no development project.
Advanced call recording, agent dashboards, queue management and realtime stats are plugins your own team can turn on and adjust. A full API and SDK sit alongside for developers who want to go further.
Advanced call recording, agent dashboards, queue management and realtime stats are plugins your own team can turn on and adjust. A full API and SDK sit alongside for developers who want to go further.
Advanced call recording, agent dashboards, queue management and realtime stats are plugins your own team can turn on and adjust. A full API and SDK sit alongside for developers who want to go further.
Explore RACE
Introduced in stages, alongside the systems you already run.Introduced in stages, alongside the systems you already run.
The contact centre after go-live, as supervisors and IT see it.The contact centre after go-live, as supervisors and IT see it.
Car retail, debt advice, housing and public services already run their contact centres on it.Car retail, debt advice, housing and public services already run their contact centres on it.
Face-to-face debt advice kept going through lockdown, across 55 London advice centres.
When COVID-19 closed the centres overnight, advisers from 21 partner charities moved to calls, webchat, WhatsApp and video from home, all in one place.
Read the case studyOne customer history in front of 6,000 employees, at the contact centre and in the showrooms.
Vertu Motors' showrooms and contact centre now share one customer record, so website visits, emails and calls are in front of whoever picks up next.
Read the case studyHousing advice for people at risk of homelessness, from 22 offices on one platform.
Shelter advised more than 31,000 households in 2023. The next phase adds a chatbot that sorts enquiries, so advisers can focus on emergency and highest priority cases.
Read the case studyCallers choose Welsh or English at the first menu, and team leaders see each queue as it happens.
Citizens Advice Cardiff & Vale takes thousands of enquiries a month, many from people in vulnerable situations. Managers now plan staffing from live reports, with the spreadsheets retired.
Read the case studyOther products on the platform, added when your team is ready.Other products on the platform, added when your team is ready.
See your own contact centre platform in a demo.
The demo covers your channels, your current systems and how the first channels would go live.