Self-service that actually works.
Virtual agents on NICE CXone Enlighten. Built by the only BPO on the NICE Executive Council. We do not just deploy AI. We helped design the platform it runs on.
Virtual agent design and deployment.
Conversational AI flows that learn, adapt, and improve. Chat, messaging, and voice. Not chatbots that frustrate people. Systems that solve problems.
CXone Enlighten AI suite.
As the only BPO on NICE CXone Executive Council, we build with CXone deeper than anyone. Agent Assist, auto-summarization, sentiment analysis, predictive routing. All integrated.
Self-service strategy and roadmap.
Platform selection, knowledge management, process mapping, escalation logic, CRM integration. Weekly performance reviews against real data. Not a bot launch. A strategy.
Seamless human handoff.
When a customer needs a person, the transition is instant. No lost context. No repeated information. The AI briefs the agent before they say hello.
Intelligent call routing.
AI identifies caller intent before an agent picks up. Skills-based routing sends the call to the right agent the first time. Reduces transfers. Reduces handle time. Increases first-call resolution.
Conversational AI that sounds human.
Built on NICE CXone Enlighten. Natural language understanding. Not a phone tree. Not "press 1 for billing." A conversation. When the AI reaches its limit, it hands off to a live USA agent with full context.
Analytics and continuous improvement.
Every virtual agent interaction is analyzed. What are callers asking? Where does the AI succeed? Where does it fail? We tune the model continuously. Your self-service gets smarter every month.
AI that enhances humans, not replaces them.
Every AI deployment backed by USA agents ready to handle complex issues. Self-service resolves the routine. Humans handle the rest. Both monitored by OttoQA.
AI that makes your customers' lives easier. Not harder.
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