Skip to main content
itellicoAI
Start Free

Voice AI for contact centers

A Tier-0 layer that resolves password resets, account and order status, and basic troubleshooting before the queue ever fills — and routes the rest to the right skill group with full context. Your agents handle the calls that need a person.

Book a demoSee pilot plan
10:42

How Voice AI sounds in contact centers

After-hours support

1:15

Call routing

0:49
On the queue

Where Voice AI shows up in a contact center day.

Five recurring moments where the agent absorbs first — so human agents handle the calls that genuinely need them.

  • Single contact center agent at a calm modern workstation with a headset.

    Front-line containment

    Predictable, repeat queues get absorbed first, so agents pick up the calls that need a human.

  • Supervisor at a clean desk with one large screen showing soft-focus queue tiles.

    Overflow & peaks

    Predictable spikes get covered without piling overtime onto the team.

  • Two agents calmly looking at a single screen together at a tidy workstation.

    Clean escalations

    Agents get a summary on every escalated call, so customers do not repeat themselves.

  • Manager at a clean desk listening on headphones with a single notebook.

    QA & review

    Repeat call drivers show up in transcripts, so headcount decisions get evidence.

  • Quiet contact center floor at night with one warm lamp at an empty workstation.

    After-hours coverage

    Out-of-hours calls land in structured tickets, ready for the morning shift.

Try it now

Test the Agent live.

Enter your number — your phone rings within 30 seconds.

Book a demo
Three steps to live

Bring Voice AI in front of the queue — step by step.

A clear path, visible relief at each step — and a team that quickly sees Tier-0 as protection for agent capacity, not a replacement.

01

Pick the call type

You choose the 1–2 routine call types that bind the most agent time — order status, password resets, opening hours, basic troubleshooting.

Visible within days: which Tier-0 candidates make up the bulk of the queue.

02

Set answers and limits

You decide what the agent may say, what it captures into the CRM, and when it routes to a skill group. Complaints, escalations, and regulated topics stay with the team.

Consistent answers, clean handoff — and a kill-switch on the dashboard.

03

Run it live

The pilot runs on real routine calls. Each week the four numbers — deflection, abandon, AHT, CSAT — show what works and where to fine-tune.

Four weeks of controlled operation — no annual contract.

What changes

What we measure in the first month

Tier-0 deflection rate

Share of incoming calls fully resolved before they reach a service rep.

Abandon rate

Callers who hang up before reaching anyone. Falls when the routine half leaves the queue.

AHT on remaining calls

Cleaner intake means service reps open the call with intent and identity already captured.

CSAT delta

Watched closely. Tier-0 ships only if customer satisfaction holds steady or improves.

Happy to support the rollout too — from the first call type to going live across queues and sites. Book a short demo and we'll show you how it would look in your center.

Book a demo
Stack

We meet your stack.

And anything else with an API. We connect to your stack — you don't switch.

Phone systemsCCaaS, CRM and workforce systems

  • Telekom

  • Microsoft Teams

  • NFON

  • sipgate

  • Enreach

  • Twilio

  • Genesys Cloud

  • NICE CXone

  • Five9

  • Talkdesk

  • Sikom

  • TENIOS

  • VIER

  • Salesforce Service Cloud

  • Zendesk

  • Freshdesk

  • Dynamics 365 Customer Service

  • OTRS

  • injixo

  • Verint

  • Observe.AI

and many more

FAQ

Voice AI in
contact centers.

Where does customer data go on a call?

Calls run on GDPR-aligned infrastructure. The data flow — what is captured, where transcripts live, who can read them, how long they're kept — is documented for your DPO before the pilot starts. Your CRM stays the source of record.

What if Tier-0 hurts CSAT?

CSAT is one of the four pilot metrics. If it doesn't hold steady or improve, the rollout doesn't ship. The agent's posture is conservative — when in doubt, it routes the call to a person rather than guessing.

Does it sit in front of our CCaaS or replace it?

It sits in front. Genesys Cloud, NICE CXone, Five9, Talkdesk, Sikom, TENIOS, and VIER all stay in place. The agent answers, resolves what it can, and hands off into your existing ACD with full context — your routing rules, skills, and reporting don't change.

What does the service rep see when a call comes in?

Caller identity (verified where possible), the intent the agent recognised, what's already been said, and the outcome the customer is asking for. Open ticket lands in your CRM at the same time. The rep starts the conversation prepared, not from scratch.

Can it handle the languages our customers actually call in?

Yes. The agent detects the caller's language and switches without asking. DACH centers typically run German, English, Turkish, Polish, and Romanian out of the box; other languages connect the same way.

What if the pilot doesn't work for our center?

Four weeks of pilot operation, success criteria agreed up front, no annual lock-in. If deflection, abandon rate, AHT, and CSAT don't move in the right direction, you decide against the rollout — and keep what you learned about your call mix.

Why itellicoAI

Voice AI that fits how European operations actually work.

GDPR in the call path. Voice tuned for EU/DACH. Calls tied to outcomes, tasks, and audit — without your team gluing it together.

Scoped launches, not pilots that drift.

Goal, knowledge, handoff rules, and provider choices are written down before live traffic. The rollout has an owner, a path, and an end date — not just a kickoff deck.

Plan

Scope, goals, owners

Train

Knowledge + providers

Test

Quality review

Live

Production traffic

Telephony that holds under load.

Multi-carrier routing, monitored failover, and runtime observability — so transfers actually go through and call records stay intact when traffic spikes.

99.95% uptime

Fluent in any language.

Same agent logic across English, German, French, Italian, Spanish, and 45+ more — with per-workflow language pinning and regional accent handling when it matters.

ENHow can I help you today?
DEWie kann ich Ihnen helfen?
FRComment puis-je vous aider ?
ITCome posso aiutarla?

+ 45 more languages

Low-latency calling across Europe.

Optimized WebRTC and SIP infrastructure — callers hear no delay, anywhere in Europe.

  • Frankfurt
    25ms
  • Vienna
    35ms
  • Amsterdam
    45ms
  • London
    65ms
  • Madrid
    95ms

Every call has an owner after it ends.

Reviews, follow-up tasks, and handoffs all tie back to the source conversation. No re-reading transcripts in a spreadsheet to figure out what to do next.

Quality Studio
Follow-up tasks
Handoff rules
Audit log + exports

Want to see this live?

Hear how voice AI sounds in your industry — and where it delivers impact first.

Book a demo