Index

Contact Center AI

AI-native Contact Center as a Service (CCaaS) platform.

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Overview

Contact Center AI provides a complete platform for customer service operations:

• Agent Console — Unified agent desktop
• Routing — Intelligent skill-based routing
• Queue Management — Virtual waiting areas
• Skills — Agent capability management
• Supervisor Tools — Real-time monitoring
• Campaigns — Outbound voice and SMS
• Case Management — Ticket lifecycle

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Platform Architecture

┌───────────────────────────────────────────────────────────────────────┐ │ Customer Interaction │ │ (Voice, Web, Mobile, Messaging, Social) │ └─────────────────────────────────┬─────────────────────────────────────┘ │ │ │ ▼ ┌───────────────────────────────────────────────────────────────────────┐ │ Contact Center AI Platform │ │ ┌─────────────────┐ ┌─────────────────┐ ┌─────────────────┐ │ │ │ Automation │ │ Routing │ │ Agent │ │ │ │ AI (Bots) │ │ Engine │ │ Desktop │ │ │ └────────┬────────┘ └────────┬────────┘ └────────┬────────┘ │ │ └────────────────────┼────────────────────┘ │ │ │ │ │ ┌─────────────────────────────┼───────────────────────────────────┐ │ │ │ Queue System │ │ │ │ Skills │ Priorities │ SLAs │ Overflow │ Hours of Operation │ │ │ └─────────────────────────────────────────────────────────────────┘ │ │ │ │ ┌─────────────┐ ┌─────────────┐ ┌─────────────┐ ┌─────────────┐ │ │ │ Agent AI │ │ Quality AI │ │ Analytics │ │ Campaigns │ │ │ └─────────────┘ └─────────────┘ └─────────────┘ └─────────────┘ │ └───────────────────────────────────────────────────────────────────────┘

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Key Capabilities

Capability	Description
Omnichannel	Voice, chat, email, SMS, social media in one platform
Intelligent Routing	Skill-based, priority, and load-balanced routing
Agent Assist	Real-time AI suggestions via Agent AI
Quality Management	Automated QA via Quality AI
Self-Service	Virtual assistants via Automation AI
Analytics	Real-time dashboards and historical reporting

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Quick Start

1. Configure Queues

Set up queues for different inquiry types:

Queue: Customer Support
Hours: Mon-Fri 8am-8pm EST
Routing: skill-based
Max wait: 5 minutes

Learn more about Queue Management →

2. Define Skills

Create skills to categorize agent capabilities:

Skill Group: Products
Skills:
  - Enterprise Software (Novice → Expert)
  - Hardware Support (Novice → Expert)

Learn more about Skills →

3. Configure Routing

Set up routing rules to match customers with the right agents:

Routing Rule: Technical Issues
Required skills: Technical Support (Good+)
Language: Match customer
Priority: Based on customer tier

Learn more about Routing →

4. Set Up Agent Desktop

Configure the agent console experience:

Learn more about Agent Console →

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Channels

Voice

Feature	Description
Inbound	Phone numbers, IVR, call routing
Outbound	Campaigns, click-to-call, preview dialer
Voicemail	Voicemail handling and transcription
Recording	Call recording and storage

Digital

Channel	Features
Web Chat	Embedded widget, proactive engagement
WhatsApp	WhatsApp Business API integration
SMS	Two-way messaging, campaigns
Email	Email routing, templates, threading
Social	Facebook, Twitter, Instagram DM

See Channels for detailed configuration.

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Analytics

Key Metrics

Category	Metrics
Volume	Total contacts, contacts by channel, peak hours
Service	Service level, wait time, abandonment rate
Quality	CSAT, FCR, quality scores
Efficiency	Handle time, after-call work, occupancy

Dashboards

Pre-built dashboards for:

• Contact center overview
• Queue performance
• Agent performance
• Customer satisfaction
• Campaign results

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Related

• Agent AI — Real-time agent assistance
• Quality AI — Automated quality management
• Automation AI — Virtual assistants
• Channels — Channel configuration