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AI Contact Centre Solutions

Resonate delivers AI-enabled contact centre across leading platforms, including Microsoft Teams contact centre environments, Cisco Webex Contact Center, and Ring CX from RingCentral

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Challenges

The barriers to AI-driven customer engagement

Customers expect faster, more personal service, but many contact centres still rely on disconnected channels, manual processes, and limited customer context.

Fragmented journeys

Customers repeat themselves across voice, chat, email, and social channels.

Agent inefficiency

Agents switch between systems to find answers and complete tasks.

Poor routing

Routing often depends on menus, queues, or skills, not real customer intent.

Limited visibility

Supervisors struggle to spot trends, risks, and coaching needs in real time.

Disconnected delivery

AI projects stall when data, workflows, security, and adoption are not joined up.

AI-powered contact centre capabilities

Resonate delivers AI-enabled contact centre across leading platforms, including Microsoft Teams contact centre environments, Cisco Webex Contact Center, and RingCentral RingCX. These platforms now support AI across self-service, agent assist, routing, quality management, analytics, workforce engagement, and operational insight.

  • Microsoft Teams provides the foundation, with AI value delivered through Copilot and connected certified contact centre platforms.
  • Cisco Webex Contact Center has AI agents, agent assistance, conversation summaries, supervisor insight, and customer journey intelligence embedded
  • RingCentral RingCX offers AI agents, AVA Agent Assist, omnichannel engagement, AI Quality Management, analytics, and workforce engagement tools.

Ensuring you are set up for

  • AI self-service – Resolves routine enquiries reducing contact volumes.

  • AI Agent Assist – real-time insight and guidance to improve performance.

  • Intent-led routing – identifies urgency and context to improve resolution.

  • AI orchestration – triggers actions to improve efficiency

Why Resonate?

Turning AI capability into business outcomes

We help you unlock, connect and continuously optimise embedded AI through intelligent routing, automation, integrations and governance.

Use case focus

We help you choose the right AI use cases, not just the newest features.

Platform agnostic

We work across Microsoft Teams, Cisco, RingCentral, and wider customer experience platforms.

Connected AI

We connect AI to your data, workflows, governance, and work with you on adoption plans.

Measurable outcomes

We focus on measurable gains: more revenue, faster resolutions, lower effort, and stronger loyalty.

Continuous improvement

We support the service after launch, so your AI solutions keep improving.

Contact centre AI FAQs

01What does AI in the contact centre mean?

It means using AI across the customer journey, from self-service and live agent support to routing, quality management, analytics, workflow automation, and system orchestration.

02Can AI work across voice and digital channels?

Yes. Modern contact centre platforms can support AI across voice, chat, email, web, SMS, social, and messaging channels. The goal is to give customers a consistent experience, no matter how they make contact.

03Will AI replace our agents?

No. The best use of AI is to remove low-value tasks, support agents in real time, and let your people focus on complex, sensitive, and revenue-generating conversations.

04How does AI improve customer routing?

AI can detect customer intent, sentiment, history, and urgency. It then sends the interaction to the best AI agent, human agent, queue, or workflow.

05How does Resonate help us get started?

Resonate helps you assess your current contact centre, identify high-value AI use cases, map platform capability, design the operating model, deploy the technology, and support adoption.

06Which platforms can Resonate support?

Resonate can support AI-led contact centre outcomes across Microsoft Teams-based contact centre environments, Cisco Webex Contact Center,  RingCX, and connected platforms such as CRM, knowledge, reporting, and workflow tools.