Four kinds of platform
Each is a good fit for someone. The question is which matches your contact centre.
- Enterprise CX suites: broad, global platforms with their own low-code tools.
- Cloud building blocks: speech and language services from the big cloud providers, assembled by your engineers.
- Autonomous support agents: focused on resolving text tickets with minimal human involvement.
- Developer voice APIs: raw voice infrastructure for teams building their own product.
Start with your channels
If telephone, live agents and escalation are central to your service, favour a platform built for hybrid work: bots in front, agent assist behind, and hand-over between them. Text-only tools struggle with voice.
Check the fit with your contact centre
Integration is where projects slow down. A platform that works natively with your contact-centre system avoids months of custom work.
Test with your languages
Try real recordings and chats from your customers, including the way they mix languages. Global models that excel in one language can stumble on local speech.
Questions to ask
- Which of our channels does it support today?
- How does it hand over to our agents, and what context do they get?
- Can we use our own AI model?
- Where is our data stored, and is it used to train anything?
- Who will build and support it, and how long until go-live?