Power your contact centre with real-time agent intelligence
Deploy AI copilots within your existing platforms—designed and implemented by specialists in contact centre operations. Improve every interaction with real-time guidance and automation.
Turn AI capability into operational performance
Copilot technology can surface knowledge, guide responses, and automate follow-up. The impact comes from how it’s implemented.
We connect these capabilities to your workflows, your data, and your teams, so they work in real operations, not just in theory.
Support every moment of the interaction
- Give agents real-time support that gets used — surface knowledge, suggest responses, and guide next steps, configured around how your agents handle conversations today
- Equip supervisors with live visibility and control — monitor sentiment, identify risks early, and intervene with context, integrated into your existing platform
- Turn interaction data into continuous improvement — capture insights across conversations and feed them into QA, coaching, and knowledge refinement
Work within the platforms your contact centre already runs
We implement copilot and agent assist capabilities across the platforms you already operate — no rip-and-replace.
Genesys
Agent Copilot and Supervisor Copilot natively built into Genesys Cloud — real-time guidance, automated QA scoring, interaction summaries, and multilingual transcript translation across 70+ languages.
Kore.ai
Enterprise-grade agent assist with multi-engine NLU, Arabic language support, real-time guidance across voice and digital channels, and seamless integration into existing agent desktops without rip-and-replace.
Sprinklr
Agent Copilot natively embedded across 30+ channels including social, messaging, voice, and email — auto-populates CRM records, generates response drafts, and triggers supervisor escalation on sentiment shifts.
DEP
AI agent knowledge hub. [Placeholder — DEP product description and positioning to be added once details are received from the IST team.]
Technology is only part of the solution. Execution is what drives results
We bring deep contact centre expertise across voice and digital operations; hands-on experience integrating CRM, CCaaS, and knowledge systems; structured consultancy before implementation—not just configuration; and local market understanding, including Arabic and multilingual environments.
This is what ensures copilot capabilities are adopted, used, and continuously improved.
Designed around your operation. Delivered in stages
How the capability is delivered
Assess
Understand contact drivers, agent workflows, system landscape, and knowledge gaps.
Design
Define how copilot capabilities — guidance, automation, and insights — fit into your environment.
Build
Configure platforms, connect systems, and structure knowledge for real-time use.
Deploy
Roll out across teams and channels, enabling supervisors and supporting agent adoption.
Optimize
Refine continuously based on usage, performance, and interaction data.
Assess
Understand contact drivers, agent workflows, system landscape, and knowledge gaps.
Design
Define how copilot capabilities — guidance, automation, and insights — fit into your environment.
Build
Configure platforms, connect systems, and structure knowledge for real-time use.
Deploy
Roll out across teams and channels, enabling supervisors and supporting agent adoption.
Optimize
Refine continuously based on usage, performance, and interaction data.
See measurable impact across your contact centre
- Reduced average handling time
- Lower after-call work through automation
- Faster onboarding and ramp-up for new agents
- More consistent performance across teams
- Improved customer experience across every interaction
What teams ask before implementing
The terms are often used interchangeably. In practice, agent assist typically refers to real-time in-call guidance — knowledge surfacing, suggested responses, and sentiment alerts. A copilot is broader — it may also include ACW automation, coaching recommendations, and next-best-action prompts across the full workflow. IST implementations cover both.
Connect your knowledge sources—SharePoint, Confluence, CRM, or internal documents—to your copilot platform. We structure and clean the content first, then map it to your workflows so the AI surfaces the right answers in context during interactions.
In most cases, yes. Copilots rely on structured, consistent knowledge. We typically assess gaps, remove duplication, and reorganise content so it can be used effectively in real time.
Yes. Copilots can connect to multiple repositories, but the value comes from unifying and structuring that knowledge so agents receive a single, consistent answer.
Yes. External content can be ingested through web scraping or APIs, but it needs to be filtered, validated, and structured before being used in customer interactions.
Accuracy comes from structured knowledge, controlled sources, and continuous optimisation. We monitor usage, refine content, and adjust responses based on real interactions.
Yes. Responses are governed by your knowledge base, policies, and approval frameworks. Agents remain in control of what is sent to the customer.