Call Center Automation
A full Bangla contact centre on your existing phone system: AI front line, agent-assist for the handoffs, QA on every call, and workforce planning on real volume.
A traditional Bangladeshi contact centre is three separate things pretending to be one: an IVR that routes, an agent floor that handles, and a quality team that samples a few percent of what happened. Each stage drops information the next stage never recovers. This service rebuilds the operation around one brain. Callers are triaged in Bangla conversation rather than a menu, routine calls are completed by the AI, and the ones that still need a person are handed to an agent with the customer, history and suggested next action already on screen. During the call the agent sees compliance prompts, policy answers and next-best-action, so the mistake does not happen in the first place. After every call, not every twenty-fifth, the call is transcribed, scored against your QA rubric, and flagged for coaching if needed. Workforce planning runs on the forecast your real data produces rather than last year's spreadsheet. Deployed cloud or on-premise. Everything is recorded, consent is prompted and the retention schedule is enforced at the engine.
Every part of the pipeline, handled.
AI front line replaces the IVR tree: callers describe the problem in Bangla, not press buttons
Routine calls completed end-to-end by the engine without touching an agent
Agent-assist on calls that still need a person: next-best-action, compliance prompts, policy answers in real time
100% of calls transcribed and scored against your QA rubric, not a sampled few percent
Automatic coaching flags on repeat deviations, by agent and by call reason
Forecasting and workforce planning on the forecast your real call data produces
Barge, whisper and takeover available to supervisors from the same console
Regulated recording with consent prompt, PCI-safe redaction on sensitive turns, retention enforced at the engine
Writes disposition, consent and QA outcome back to your contact-centre platform of record
Every call is answered, assisted, scored and planned by the same system, and the audit trail covers all of it.
You should be looking at this if you are:
Banks and NBFIs running regulated inbound and outbound voice operations
Insurance companies with claims, policy enquiry and renewal voice volume
Telco operators whose contact centres sit on a Genesys, Cisco or Avaya estate
Large utility, airline and healthcare operators modernising a legacy call-centre stack
From intake to live, four steps.
Two-week look at IVR drop-off, AHT, FCR, QA sample size and current forecast error. Findings are yours whether or not we work together.
Which contact-centre platform, CRM and core systems the engine talks to, which calls it may complete, which must route to a human, and the recording and retention policy.
One queue, one shift, measured head-to-head against the current operation. AHT, FCR, QA score and compliance deviations compared across both halves.
Widen queue by queue. Agent-assist for every retained-human call, QA on 100% from day one of the rollout window.
Monthly review on call reasons, forecast error, deviation trends and coaching outcomes. Your own supervisors run the console; we tune the engine.
The three we hear most.
Do we have to replace our contact-centre platform?
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No. The engine sits on top of Genesys, Cisco, Avaya or whatever you already run. The platform stays. The experience and the audit trail change.
Is this PCI-safe for cards taken over the phone?
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Card capture is handled through an out-of-band DTMF-suppressed flow or routed to a human on your existing PCI boundary. The AI engine never sees the card number.
Can supervisors still barge, whisper and take over calls?
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Yes, from the same console. The AI assists the agent; the supervisor still has the controls they are used to.