Intelligent CCaaS Solutions

Enterprise-Ready Intelligence
Grounded Generative AI.

Transition from rigid IVRs to intelligent reasoning. We deploy Infobots for 24/7 self-service and Agent Assist for live call insights, ensuring every interaction is anchored in your enterprise data.

Infobot Deployment Agent Assist Live Call Insights Enterprise Data Grounding

Explore Integrations →

GenAI & Agent Assist Intelligence

Connecting calls is the baseline. We deploy Large Language Models (LLMs) directly into your call flow to actively assist agents, automate QA, and reduce handling times.

LLM Virtual Agents (Infobots)

Understand natural language, answer questions, retrieve information, and assist users in completing information-related tasks through conversation.

Real-Time Agent Assist

Deflect routine calls with highly conversational AI grounded securely in your enterprise data. Fully handles tier-1 self-service 24/7.

Automated QA & Insights

Post-call summarization, sentiment analysis, toxicity detection, and churn prediction calculated instantly via cloud AI models.

Deep System Integration

Agent Assist &
Deep System Integration

Conversational AI is useless in a silo. We build Infobots and Agent Assist systems that don't just talk—they take action. Powered by a advanced, RAG-induced framework, our architecture dynamically monitors and deploys an ideal scenario-based model tailored to each interaction. This intelligent orchestration ensures you maximize operational output while drastically reducing computational costs. By reading and writing directly to your database, our agents assist live reps with real-time coaching, suggested replies, and automated data entry.

Bi-Directional CRM Sync Smart Replies 24/7 Self-Service

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Adept Infobot

LIVE

I need to reschedule my service appointment for tomorrow.

Querying ServiceTitan for User ID: 9482…

I found your appointment for tomorrow at 2:00 PM. I can reschedule that for you. Our technician John has availability on Thursday at 10:00 AM. Does that work?

Voice Intelligence

Real-Time Telephony Analytics

Transform voice data into actionable intelligence across your entire contact center.

Automated Call Summarization

Eliminate manual after-call work (ACW) with instantly generated, accurate transcriptions and summaries synced directly to the CRM.

Zero Manual ACW

Toxicity & Churn Detection

Identify frustrated callers immediately using NLP. Trigger supervisor alerts and automated retention workflows before the call even ends.

Real-Time NLP Alerts

100% QA Coverage

Stop relying on random sampling. Our models score every single interaction against your rubric to ensure full compliance and quality assurance.

Every Call Scored

Architecture

Platform Agnostic

Smart Routing

Legacy contact centers isolate voice streams from core operational systems, forcing rigid, hard-coded routing rules that restrict business agility. Adept resolves this structural bottleneck by entirely decoupling the communication stack from your systems of record. Our agnostic middleware layer intercepts inbound voice sessions in real time, securely queries live data sources, and applies programmable business logic to dynamically guide the call.

Dynamic Geo-Routing Logic

Calculating distance between a caller and multiple franchise locations via Maps APIs, seamlessly routing the SIP session to the node within a precise 30-mile radius.

Event-Driven Automation

Handling thousands of leads via cloud schedulers, pushing missing call reports and CRM data updates without manual intervention.

Adept Orchestration Layer

Active

Example: Geographic Routing Flow

Any Telephony Node → Calc Radius (API) →

Target Ext.

99.9%

Uptime SLA

Zero

Vendor Lock-in

How It Works

The Integration Process

A structured, three-phase approach engineered for precision, speed, and zero disruption.

1

Audit & Map

Reviewing IVR paths, SIP flows, and CRM data points. We architect the middleware structure before writing a single line of code.

2

Build & Connect

Developing serverless logic via GCP Cloud Functions or AWS, leveraging Kafka for robust message handling.

3

Train & Deploy

Deploying AI models and zero-downtime middleware migrations with strategic OKR-based coaching for your ops team.

Core Orchestration Capabilities

Engineered for high-throughput and deep cross-platform integration.

Custom Server Logic

We build custom translation layers using Node.js, Python, or Java Spring Boot. This allows legacy PBXs or modern cloud endpoints to trigger automated job scheduling and bi-directional CRM syncs.

Computer Telephony Integration

Screen-pops, click-to-call functionality, and automated call logging injected directly into CRM interfaces (Salesforce, Zendesk, Apptivo) reducing manual agent labor by up to 40%.

Omnichannel Routing

Beyond voice, we integrate SMS and WhatsApp gateways. We build unified messaging logic that captures the entire customer interaction history in one timeline.

Enterprise Grade Compliance

Deployed via GCP, AWS, or Azure Kubernetes clusters. Architected with OAuth2, SAML 2.0, and strict adherence to SOC Type 2, CCPA, and GDPR compliance standards.

Tailored to Complex Operations

We build custom routing and automation logic designed for data-heavy industries.

Healthcare & Patient Access

EHR Telephony Sync:

Caller ID triggers a secure dip into Epic, Cerner, or athenahealth via the Redox API before the agent even says "hello."
Automated Scheduling & RPA:

Conversational AI captures intent, while UiPath bots handle payment ledger posting and appointment booking in Dentrix or Cloud 9.
HIPAA Compliant Architecture:

Secure token exchanges, SOC Type 2 adherence, and redacted audio logs to protect Protected Health Information (PHI).

Field Service & Franchises

Smart Geo-Routing:

SIP trunks ping mapping APIs to calculate caller distance and dynamically route sessions to the nearest franchise node.
CRM Auto-Logging:

Incoming leads instantly create and populate job profiles within ServiceTitan or Vonigo interfaces.
Omnichannel Dispatching:

Coordinate automated SMS notifications and technician assignments in real-time based on IVR inputs.