Call Centres & Voice Automation
Turnkey contact-centre infrastructure with automated outbound calling, intelligent IVR, voice AI bots, intercom and omni-channel CX — delivered as integrated hardware, software and managed services.
Capabilities
- ACD / PBX / SIP trunking & carrier interconnect
- Predictive, progressive & preview diallers
- NLU-based IVR & secure voice payments
- AI voice bots, TTS & speech analytics
- IP intercom, paging & unified communications
- Omni-channel desktop (voice, WhatsApp, chat, email)
- CRM, ticketing & core-system integration
- Quality, recording & supervisor wallboards
Typical use cases
- Inbound customer support & helpdesks
- Outbound collections, surveys & verifications
- Automated appointment & policy renewal calls
- Bank & NBFC tele-calling with compliance recording
- Branch & campus intercom / paging build-outs
- AI voice-bot deflection for L1 queries
Measured outcomes
- 40%+ L1 call deflection via voice bots
- 2x agent productivity with predictive dialler
- 100% call coverage with speech analytics
- Sub-30s average IVR-to-agent handoff
Standards & compliance
Contact-centre automation, filtered to your scenario
Browse production-ready voice, omni-channel and analytics use cases. Filter by capability, sector or search by keyword.
12 of 12 use cases
AI voice bot for L1 support
Natural-language IVR resolves balance, status, OTP and FAQ calls end-to-end with seamless agent hand-over.
60%+ calls deflected from human agents
Outbound collections dialler
Predictive diallers with DND/TRAI scrubbing, voice-bot first-pass and warm transfer on intent.
2.5x agent productivity, lower cost per recovery
Renewal & lead-nurture campaigns
AI-driven multi-channel nudges across voice, WhatsApp and email tuned by propensity models.
8–12pt lift in renewal / conversion
Secure voice payments
PCI-DSS compliant secure-DTMF and tokenised voice capture for card and UPI payments in live calls.
PCI-scope reduction, payment-in-call success
Real-time agent assist
On-call transcription with next-best-action prompts, knowledge surfacing and compliance redaction.
20–30% AHT reduction, higher FCR
Speech & sentiment analytics
100% call QA scoring, PII/PCI redaction, supervisor alerts on at-risk calls and coaching workflows.
Full QA coverage vs. 2–5% manual sampling
Omni-channel CX desk
Unified voice, WhatsApp, email, web-chat and social with a single agent desktop and 360° context.
Single view of customer, faster resolution
Smart IVR & call routing
Conversational IVR with skills-based routing, VIP detection and self-service authentication.
Sub-2 IVR steps to resolution, lower abandonment
WFM, forecasting & QA
Forecasting, scheduling, adherence, shrinkage modelling and AI-driven QA at scale.
5–10% staffing efficiency, improved SLAs
IP intercom & internal voice
Intercom, paging, hotline and intra-site voice integrated with access control, BMS and ER systems.
Unified site comms with critical-systems integration
Contact-centre HW + SI stack
Headsets, gateways, SBCs, recorders and CCaaS / on-prem platforms delivered turnkey with CRM integration.
Single-vendor accountability, faster go-live
Voice biometrics & fraud
Passive voice authentication and fraudster watch-lists for high-risk calls and IVR self-service.
Faster auth, reduced ATO fraud losses
Get a tailored voice-automation blueprint in 2 weeks.
Capacity model, IVR & bot flows, compliance pack (TRAI / PCI / DPDP), HW + SW BOQ and an integration plan with your CRM and core systems.
Predictable delivery, phase by phase
Indicative programme tailored to this sector — adapted to scope, scale and regulatory context during discovery.
- 1
Phase 1 — CX & Volume Study
2–4 weeksCall-flow baselining, AHT/FCR analysis, channel mix and regulatory (TRAI / DND) scoping.
- 2
Phase 2 — Platform Design
4–6 weeksACD/IVR design, dialler strategy, voice-bot intents, intercom topology and CRM integration map.
- 3
Phase 3 — Build & Integration
8–14 weeksSIP trunking, agent seats, headsets, recording, IVR & bot training, CRM connectors and UAT.
- 4
Phase 4 — Pilot & Go-live
3–5 weeksSoft-launch with sample agents, quality calibration, bot tuning and full cutover with DR drill.
- 5
Phase 5 — Operate & Optimise
Ongoing24/7 contact-centre ops, monthly bot retraining, speech-analytics insights and capacity expansion.
Explore adjacent sectors
Start your smart transformation
Talk to our integration architects. Get a tailored roadmap for your enterprise, building, or smart city project — from blueprint to 24/7 operations.