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One routing engine behind every conversation
Agent Desktop, unified queues and the GCC AI engine share the same tenant context, the same capacity budget and the same flow graph. Nothing is bolted on after the call has started.
Agent Desktop, Unified Queues, GCC AI Engine
Each part is useful alone and cheaper together, because routing decisions, transcripts and dispositions never have to be reconciled across systems.
Agent Desktop
A single surface for calls, WhatsApp threads, email and chat. The agent receives live transcript, sentiment and a disposition draft on escalation, so the customer is not asked to repeat anything.
Unified queues
One capacity budget per agent, spent by channel: a call takes all 100 points, a WhatsApp thread a quarter, an email ticket a tenth. Skills and language are matched before assignment.
GCC AI engine
Recognition, generation and synthesis tuned for Gulf, Levantine and Egyptian dialects with code-switching into English. Managed or self-hosted, selected per flow.
What the agent sees mid-call
Interactive preview — step through the escalation the way an agent receives it.
How a conversation moves through the stack
- 01
Channel arrives
The trunk or Meta webhook hands the conversation to the media layer, which asks the flow engine what this number or thread should do.
- 02
Flow decides
The published graph runs node by node. Media and inference planes open only when a node needs them.
- 03
AI turn or queue
A voice-agent node forks audio into recognition; a queue node matches skill, language and remaining capacity.
- 04
Resolution written back
Transcript, sentiment, disposition and CRM writes land through the graph, not a side channel.
Operating numbers from production tenants
See the platform answer one of your own queues
A scoped pilot on a single queue, with your dialect, your CRM and a success metric agreed in advance.