InteliSense – Intelligent Contact Center Optimization

An AI-first conversation intelligence platform designed to elevate modern contact center operations. Leveraging machine learning and data mining, it enables autonomous operations, intelligent routing, real-time insights and guided decision-making—helping organizations boost customer satisfaction, empower agents and achieve better operational results.

Smarter Conversations | Better CX Decisions

InteliSense analyzes every interaction to surface insights that improve agent effectiveness, guide supervisors and drive consistent customer experiences across all touch points.

Our trusted partners, from bold startups to global icons

Overview

Contact centers today need more than just connectivity — they need intelligence. Fragmented routing, lack of real-time context and poor visibility into conversation quality lead to dissatisfied customers, inefficient agent performances and missed coaching opportunities. InteliSense adds an AI-powered intelligence layer that optimizes every interaction and supports smarter decisions.

Intelligent Routing and Engagement

Automatically route customers to the best available agents, reconnect dropped calls to the same agent and tailor contact flows based on customer needs and history.

Actionable Conversation Insights

Leverage sentiment scoring, emotion detection and anomaly indicators to understand customer experience and highlight coaching or escalation needs.

Real-Time Supervisor Support

Notify supervisors of negative sentiment interactions, enable live intervention and dynamically suggest training or performance improvements.

USPs

A unique set of AI-powered intelligence capabilities that transform customer interactions into real-time insights, predictions and actionable outcomes.

AI-Driven Intelligent Routing

Connect callers to the most suitable agent using machine learning-based routing logic

Reconnection After Disruptions

Automatically reconnect users to the prior agent after accidental disconnections

Dynamic Knowledge Assist (KB Assist)

Serve relevant knowledge base articles and suggestions in real-time based on detected intent

Emotion & Sentiment Scoring

Capture emotion and sentiment scores to understand interaction quality and predict outcomes

Personalized Experience Enhancers

Support personalized pitches, NBO/NBA recommendations and context-based routing enhancements

Real-Time Monitoring & Alerts

Supervisors to get real-time chat and voice monitoring with alerts on negative sentiment or risk interactions

Why Use InteliSense?

To get ahead of customer expectations, contact centers must go beyond basic call handling and shift to context-aware, predictive interaction management. InteliSense does this by infusing intelligence and real-time insight into every part of contact center workflow.

Deliver Personalized Engagement

Understand customer sentiment and tailor interactions based on behavior

Improve Agent Effectiveness

Automatically surface training opportunities, assist with real-time knowledge and reduce repeat handling

Empower Supervisors with Context

Alerts and insights that drive smarter coaching and live operational decisions

Understand customer sentiment and tailor interactions based on unique behavior.

Automatically surface training opportunities, assist with real-time knowledge, and reduce repeat handling.

Alerts and insights that drive smarter coaching and operational decisions.

Built for Every Role in the Contact Center

Intelligent Routing to Right Agent

Agent interactions best matched to their skills and availability.

Contextual Knowledge Assist (KB Assist)

Dynamic, intent-based knowledge suggestions during live conversations.

Sentiment Awareness

Understanding emotional tone and tailored responses for better customer experience.

Personalized Interaction Support

Leverage sentiment data, personalization cues, and suggested pitches to improve engagement quality.

Seamless Reconnection

Automatically reconnect with customers after disconnections to maintain continuity.

Live Chat and Call Monitoring

View real-time conversations and intervene when negative sentiment is detected.

Sentiment Alerts & Indices

Alerts to supervisor for poor sentiment to take timely corrective action.

Performance-Driven Coaching

Identify agent training needs using data on sentiment trends and interaction quality.

Operational Insights Dashboard

Access metrics, sentiment scores, and conversation trends that highlight CX performance.

Dynamic Notification Engine

Alerts for interactions requiring supervisor attention.

Configurable Analytics Models

Tailor how sentiment, routing, and anomaly detection works for operations.

Scalable Microservices Architecture

Built on scalable principles to support large contact centers without performance constraints.

Integration with Core Systems

Integrate with routing engines, knowledge bases, and contact center platforms seamlessly.

Security & Governance Controls

Maintain enterprise-grade control over data access, privacy, and compliance.

Real-Time Chat Monitoring Tools

Provide admin-level oversight and configurable alerts on live conversations.