Multi-tenant, omnichannel call-centre platform with analytics, recording, AI-assisted agents — and integrated workforce optimisation.
Call-centres lose customers at the seams between channels and across handoffs. Cylentrix engineers omnichannel CCaaS — voice, chat, email, social — with unified routing, analytics and AI assist.
A complete capability set engineered, deployed and operated by Cylentrix engineers — measured against documented client outcomes.
Genesys Cloud, Five9, NICE CXone, Amazon Connect — engineered, deployed.
Voice, chat, email, social and WhatsApp routed by skill, intent, and SLA.
Real-time agent assist with knowledge surfacing and call summarisation.
Forecasting, scheduling, quality monitoring and analytics.
Salesforce, ServiceNow, Microsoft Dynamics — embedded CRM workflows.
IVR engineering and voice biometrics for authentication.
PCI-DSS, MIFID and sector-specific compliance recording.
Operational and CX analytics dashboards.
Typical outcomes Cylentrix has delivered on Hosted Call Center engagements. Specific metrics depend on baseline, scope and operating cadence.
Service tiers are engineered around real operations cadence, not RFP boilerplate. Each tier ships with documented SLAs and named accountability.
Cylentrix is vendor-neutral. We select platforms against use case and operating model — not vendor relationships.
Onboarding for Hosted Call Center typically runs 4-8 weeks from contract for foundation tier; longer for mission-critical multi-site engagements. Time-to-first-value is engineered around acceptance gates, not vendor calendars.
Pricing combines a baseline managed-service run-rate with consumption-linked components for variable workload. Multi-pillar engagements (cyber + IT + telecom) typically deliver 18-30% lower TCO vs siloed vendors.
Yes. Hosted Call Center engagements regularly span on-prem, AWS, Azure and GCP. Engineering and operations are unified across these environments under a single accountable model.
Yes. Cylentrix operates across India, USA and Singapore — supporting clients globally with follow-the-sun coverage and regional engineering presence.
Each engagement ships with a control-evidence pack mapped to the relevant regulatory frameworks (RBI, SEBI, IRDAI, ISO 27001, SOC 2, PCI-DSS, HIPAA, GDPR, DPDPA). Quarterly business reviews include compliance posture as a standing agenda item.
Book a 30-minute strategy call with a Cylentrix principal — under NDA on request, no slideware, no upsell pitch.