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Development of an Omnichannel Cloud Contact Center Platform with AI Integration
  1. case
  2. Development of an Omnichannel Cloud Contact Center Platform with AI Integration

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Development of an Omnichannel Cloud Contact Center Platform with AI Integration

kitrum.com
Information technology
Customer service
Telecommunications

Challenges in Traditional Contact Center Solutions

Existing contact center platforms require costly professional services for deployment, lack embedded AI capabilities, and fail to unify multiple communication channels into a single scalable solution, resulting in increased operational costs and fragmented customer experiences.

About the Client

Mid to enterprise-sized provider of cloud contact center solutions focused on omnichannel customer experience optimization

Key Project Goals

  • Build a deployable omnichannel cloud platform without dependency on professional services
  • Integrate AI capabilities for automated customer interaction management
  • Consolidate multiple communication channels into a unified platform
  • Ensure enterprise-grade scalability and performance

Core System Requirements

  • Automatic call distribution (ACD)
  • Call transfer and three-way calling
  • Computer telephony integration (CTI)
  • Workstation recording
  • Interactive voice response (IVR)
  • Performance evaluation tools
  • Predictive dialer
  • Speech analytics with AI

Technology Stack Requirements

Java
Cloud-native architecture
AI/ML frameworks

System Integration Needs

  • Third-party AI services
  • Cloud infrastructure providers
  • CRM systems
  • Analytics platforms

Operational Requirements

  • High availability (99.99% uptime)
  • Horizontal scalability
  • Enterprise-grade security
  • Low-latency voice processing
  • Multi-tenancy support

Expected Business Outcomes

Reduction in deployment costs by eliminating professional services dependency, 30% improvement in customer satisfaction scores through unified omnichannel experience, 40% faster implementation timelines, and enhanced competitive differentiation through embedded AI capabilities.

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