Skip to main content
Contact Center AI is an AI-native Contact Center as a Service (CCaaS) platform that improves customer experience, boosts revenue, and lowers operational costs. It delivers consistent, personalized experiences for both customers and agents across channels. Use Automation Use Cases and Answers to handle routine queries automatically and escalate to a human agent when needed. It includes the following components:
ComponentDescription
Agent ConsoleUnified agent desktop with AI tools.
RoutingIntelligent skill-based routing.
Queue ManagementVirtual waiting areas.
SkillsAgent capability management.
Supervisor ToolsReal-time monitoring.
CampaignsOutbound voice and SMS.

​
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 │ │ │ └─────────────┘ └─────────────┘ └─────────────┘ └─────────────┘ │ └───────────────────────────────────────────────────────────────────────┘

​
Key Capabilities

CapabilityDescription
OmnichannelVoice, chat, email, SMS, social media in one platform
Intelligent RoutingSkill-based, priority, and load-balanced routing
Agent AssistReal-time AI suggestions via Agent AI
Quality ManagementAutomated QA via Quality AI
Self-ServiceVirtual assistants via Automation AI
AnalyticsReal-time dashboards and historical reporting

​
Quick Start

┌───────────────┐ ┌───────────────┐ ┌───────────────┐ ┌────────────────┐ │ │ │ │ │ │ │ │ │ 1. Configure │────▶│ 2. Define │────▶│ 3. Configure │────▶│ 4. Set Up │ │ Queues │ │ Skills │ │ Routing │ │ Agent Desktop │ │ │ │ │ │ │ │ │ └───────────────┘ └───────────────┘ └───────────────┘ └────────────────┘

​
1. Configure Queues

Set up queues for different inquiry types. For example: 
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. For example: 
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. For example: 
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. For example: Learn more about Agent Console →