One transformation platform. A product line for your contact center.
PolyglotCX layers onto the telephony and CCaaS you already run — we don’t provide telephony or carrier services ourselves. It started with automated quality management — still the flagship — and the same backend now carries a growing set of products for agents, supervisors and the QA desk. Each is labelled by stage so you always know what is available today.
In Development
Contact Center Softphone
A browser-based softphone for agent calling, connected to the telephony or CCaaS you already run — not a telephony or carrier service itself. Registered over WebRTC with full call control, customer context on screen-pop and an inline AI copilot. Provider-agnostic and enterprise-secured. In active development with design partners.
Browser-based agent telephony over WebRTC — nothing to install
Screen-pop context and an inline AI copilot on every call
Provider-agnostic — the same abstraction layer as the rest of the platform
One browser workspace for the whole interaction. An embedded softphone (connected to your existing telephony) plus chat, email and tasks in a single queue; a screen-pop with full customer context; an inline AI copilot; and one-click wrap-up that drafts the summary, disposition and CRM ticket — on top of any CCaaS. In active development.
Voice + digital in one queue, with an embedded CTI
Automated QA for 100% of calls, in any language. An eight-stage pipeline turns every call into a transcript, a weighted QA score with a transcript quote behind every criterion, four role-specific summaries, a CRM ticket and a coaching plan — plus vision-based screen-behaviour scoring and a rule engine that auto-approves, flags or escalates.
100% coverage vs the 1–3% manual norm — ~2 minutes to review, not 20
40+ languages auto-detected, code-switching included
Screen Behaviour QA, Coaching Hub and a multi-tenant console
roadmap — drafted from the call today via voice-to-ticket
Roadmap
Case Management
Customer cases, workflows, SLA tracking and escalation, connected to the conversations that created them. Voice-to-ticket already drafts cases from calls today; structured case management is on the platform roadmap.
Voice-to-ticket drafts a case from the call today
Workflows & SLA tracking planned, linked to interactions
Escalation with the transcript and evidence attached
A Customer 360 for service teams: customer profiles, interaction history and full contact-center context in one record. On the platform roadmap — today PolyglotCX integrates with your existing CRM.
Customer profiles and interaction history in one record
A Contact Center Abstraction Layer over Amazon Connect, Genesys, NICE CXone, Talkdesk, Five9, Dynamics 365 and your own SIP trunk — products never branch on the vendor. PolyglotCX does not provide telephony itself.
Multi-tenant core
Strict per-organisation isolation, token quotas and billing, BYOK keys encrypted at rest, per-tenant model configuration.
One security model
MFA, per-tenant OIDC SSO, RBAC, tamper-evident audit, data-residency routing and pre-LLM PII redaction — shared by every product.
Shared AI services
The same grounding, copilot and retrieval services feed QA scoring, the in-call copilot and agent-desktop wrap-up.
See the platform — and where it’s going
A 30-minute session: your calls scored live on AI Quality Management, plus an early look at the Softphone and Agent Workspace.