Cloud Voice & CX Platform
AI-first cloud voice platform with multilingual NLU-based IVR that parses intent across Indian languages — Hindi, English, Tamil, Bengali and more. Sentiment analysis on call audio, conversational AI that escalates contextually, and omnichannel journey orchestration so a customer who texts then calls never repeats their problem. CX as a platform, not a set of disconnected tools.
Overview
Customer experience often starts with a voice call in a language the system does not understand, and the interaction degrades from there. The Cloud Voice and CX Platform combines carrier-grade telephony with AI-first, multilingual customer engagement. Natural language understanding parses caller intent regardless of language, sentiment analysis flags frustration in real time, conversational AI handles routine queries and escalates contextually to human agents, and journey orchestration ties voice, chat and SMS into a single state machine. The customer speaks in their language; the platform understands, routes and remembers.
Clevertek scopes every engagement to your environment — capacity, sites, compliance and support model — so you get a tailored plan rather than a fixed SKU. Pricing is quote-only, and our solutions architects will work through your requirements before any proposal.
Our approach
We deploy a cloud-native CX platform that layers AI-powered IVR, multilingual NLU, sentiment analysis and omnichannel journey orchestration onto carrier-grade voice infrastructure. Our engagement covers platform deployment, intent model training in the languages your customers speak, integration with existing CCaaS or CRM systems, and ongoing managed operations with continuous model improvement.
Why work with us
Voice and AI from one provider
We own the voice network and the AI platform. Your voice calls do not leave our infrastructure to reach a third-party NLU engine, reducing latency and dependency.
Indian language depth
Our NLU models cover Hindi, English, Tamil, Telugu, Bengali, Marathi, Gujarati, Kannada, Malayalam and more — trained on Indian speech patterns, not translated from Western corpora.
Five-nines voice foundation
The voice layer is carrier-grade with QoS-managed paths, geographic redundancy and 24x7 NOC. The AI layer makes it smart; the voice layer makes it reliable.
Key benefits
What this solution delivers for your business.
Higher deflection, lower cost
AI-powered IVR resolves routine queries without agent intervention. Call deflection rates of 40-60 percent are typical, reducing per-interaction cost significantly.
Multilingual without complexity
The platform detects the caller language and routes through appropriate NLU flows automatically. No separate IVR trees, no per-language queue management, no additional headcount.
Context that never breaks
Conversation state persists across voice, chat and SMS. A customer who starts in chat, calls for a complex issue, then returns to SMS does not repeat their problem at any touchpoint.
What's included
Part of this managed service.
NLU-powered intelligent IVR
Natural language IVR that understands what the caller wants instead of forcing them through menu trees. Routine queries get resolved automatically; complex ones reach the right agent with full context.
- Intent parsing across Indian and global languages
- Smart deflection for password resets and status checks
- Sentiment analysis on live call audio
- Measurably reduced average handle time
Multilingual AI engagement
Language detection and NLU flows in Hindi, English and major Indian languages. The system responds in the caller language without dedicated queues or separate IVR trees for each language.
- Automatic language detection on call arrival
- NLU trained in 10-plus Indian languages
- Localised dialogue flows per language
- No per-language queue or agent routing overhead
Omnichannel journey orchestration
A single state machine that tracks the customer across voice, chat, SMS, email and WhatsApp. History persists so the customer never repeats their context when switching channels.
- Omnichannel state machine with persistence
- Context carryover across every channel
- Agent sees full journey history on escalation
- Channel switch without information loss
Conversational AI with human escalation
Generative AI that handles complex dialogue, not just menu-driven responses. When the AI reaches its limit, it escalates to a human agent with the full conversation transcript, intent summary and suggested actions.
- Generative AI for conversational dialogue
- Contextual escalation to human agents
- Full transcript and intent summary on handoff
- Continuous model improvement from resolved interactions
Where it helps
Real-world scenarios where this solution delivers measurable outcomes.
An IVR that loses half your callers in the menu tree
Replace touch-tone menus with NLU-powered IVR that understands what callers want in their own language. Routine queries get resolved instantly; complex ones reach the right agent with full context.
Customer experience that resets at every channel switch
Deploy omnichannel journey orchestration so context travels with the customer. A caller who starts on chat, then calls, then returns to chat does not repeat their story at any touchpoint.
Questions buyers actually ask
How is this different from a standard CCaaS platform?
CCaaS provides the routing and agent desktop. This platform adds the AI layer — NLU IVR, sentiment analysis, conversational AI and journey orchestration on top. It makes your contact centre intelligent, not just cloud-hosted.
Does the AI completely replace human agents?
It handles routine queries end to end and routes complex ones to the right agent with full context. The goal is better CX and faster resolution, not headcount reduction. Agents spend time on conversations that need human judgment.
Which languages does the platform actually support?
The platform covers the major languages your customer base speaks. We train and configure the NLU models for your specific language mix rather than turning on all capabilities by default, so performance is strong on the languages that matter.
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Talk to a Clevertek solutions architect about your requirements — no obligation.