Title: AI Cloud Contact Center Software & Solution for Enterprises
URL: https://www.infobip.com/agentos/cloud-contact-center-platform
# Enterprise cloud contact center where human intelligence meets AI automation
Your support agents are spending time on work AI should be handling. Infobip's cloud contact center gives every human an AI partner that resolves routine inquiries, surfaces full customer context, and handles post-conversation admin. Let your team focus on the interactions that require human judgment and empathy.
[ Book a demo ](/contact)
[ Explore features ](#tools)
## The only cloud contact center with native channels and AI
Most contact center platforms are built for voice first, then bolt on digital channels. Infobip built messaging infrastructure for 20 years before the contact center. This means every channel is native, every customer is already known, and AI works across all of it from day one. Entire CX within a single platform: AgentOS.
### Channels are native, not third-party
Every channel runs on Infobip's carrier network — no third-party relay, no middleware latency. 800+ direct operator connections across 190+ countries.
### Every agent starts with full context
When an agent opens a conversation, a full customer context card surfaces automatically, with purchase history, channel preferences, and segment data. No CRM tab-switching. No re-explaining.
### Infobip owns the security layer
Infobip owns its full security stack: network, carrier infrastructure, and compliance certifications. Customer data stays on Infobip-owned infrastructure, with no third-party relay.
### AI handles routine queries before they reach your team
AI chatbots and AI agents resolve FAQs, order status, and appointment booking end-to-end. Human agents escalate only when judgment or empathy is required.
During peak seasons, like Valentine’s Day and Mother’s Day, Infobip has been a lifesaver. With their easy-to-use platform, we were able to handle a massive surge in customer interactions without compromising the quality of our service. The chatbot has also been a valuable asset, reducing agent workload and providing instant customer responses.
Lujain Mallosh
Customer Service Manager, Floward
## Transform contact center efficiency with AI
Less volume. Faster resolution. Complete context.
### Deflect calls to AI, reduce volume
Redirect routine inquiries to AI agents and self-service before they reach agents. Handle FAQs, order tracking, and account updates instantly through automated channels - only escalating complex issues that need human expertise
[ Read Floward story ](/customer/floward)
### Eliminate context switching and speed up resolution
Give agents complete customer history, order details, and interaction data in one interface - eliminating data silos, reducing agent workload, and accelerating resolution times.
[ Read Beam&Go story ](/customer/beamandgo)
### Empower every team with AI-assisted support
Automate routing, tasks, and prioritization with macros, workflows, and SLA tracking. AI generates conversation summaries and assists in resolution, freeing agents to handle more in less time, while reducing costs.
[ Read how we use it ](/customer/infobip-conversations)
AGENT TOOLS
## Built for efficiency, designed for humans
### Connect customers to the right agent automatically
Route conversations based on configured attributes, agent availability, and workload, ensuring fast resolution for customers and balanced distribution for teams through customizable rules and process configuration.
### One inbox for every customer conversation
Unify all channels, chat apps, messaging, email, social, voice, into a single interface where agents access complete conversation history and context across touchpoints.
### Reduce response time with saved templates
Build message templates for frequent queries and scenarios, letting agents respond instantly with consistent, compliant information.
### Turn every location into a workstation
Empower your agents in the field to manage customer conversations from their phones, accessing full context, knowledge base, and tools wherever the job takes them.
CALLS
## From chat to voice instantly, without losing context
### Handle voice and video calls in your contact center
Engage customers through voice and video calls directly within your contact center. Provide a smooth transition from chat to calls when issues require a personal touch, take a proactive approach with outbound calls to prevent problems before they escalate, and offer video support when face-to-face interaction needed to builds trust and accelerates resolution.
### Escalate from OTT chat to voice instantly
Enable voice calling directly within WhatsApp and Viber conversations. Agents can switch from messaging to voice without leaving the platform, ensuring complete conversation context is preserved.
AI CAPABILITIES
## Intelligent automation that amplifies human expertise
### Chat with AI agent for instant resolution guidance
Agent Copilot analyzes new conversations, matches them to successfully resolved cases from your queue and knowledge, provides solution summaries, suggests tailored responses for each conversation, and enables chat with AI agents. Resolve issues faster without interrupting senior staff.
### Get instant context with AI-generated summaries
Generate AI-powered summaries of customer interactions on demand. Capture topics, sentiment, and history from both bot and agent conversations for faster context switching.
### Polish every message with AI
AI helps agents write better, faster. Get suggested replies based on the conversation, fix grammar and spelling automatically, rephrase for better clarity and tone, and translate to communicate in any language. Every message goes out polished and professional.
AUTOMATION & WORKFLOWS
## Streamline operations and accelerate resolution
### Let automation handle the repetitive work
Create workflows that automatically tag conversations, send common responses, update statuses, and route cases. Reduce manual work and accelerate resolution.
### Route calls intelligently with automated IVR
Automatically guide callers to the right agent or department across voice, Viber and WhatsApp Business calls. Reduce unnecessary transfers, minimize wait times, and prevent agent interruptions caused by misdirected calls.
### Let AI handle common questions instantly
Automate responses to FAQs and routine inquiries with chatbots and AI agents, freeing human agents to focus on complex issues. When escalation is needed, handoff happens seamlessly with full conversation context. No interruption to the customer experience.
### Give agents power to takeover ongoing AI conversations
Seamlessly transfer customers from automated campaigns to live agents across any channel without losing context.
### Eliminate wait times with automatic overflow routing
Automatically route conversations with calls or messages to backup queues after defined waiting period. This ensures customers are quickly connected to available agents, even during peak hours.
CUSTOMER INTELLIGENCE & DATA
## Complete context, every conversation
### Eliminate data silos with unified customer profiles
Unify customer profiles, interaction history, and behavioral data in one platform so agents see the full context and resolve issues faster.
### Eliminate app-switching with integrated customer data
Display customer information from CRMs, ERPs, order systems, and third-party platforms directly in the conversation interface - giving agents complete context without leaving the screen.
### Turn conversations into customer intelligence
Deploy conversation forms that capture information during support and sales interactions - automatically enriching profiles for better personalization and insights.
CONTACT CENTER ANALYTICS
## Measure what matters, improve continuously
### Spot issues before they become problems
Monitor agent performance, queue wait times, resolution rates, and CSAT scores in real-time using pre-built analytics or custom dashboards - identifying bottlenecks and resource gaps before they impact customers.
### Uncover patterns and validate what's working
Analyze performance trends across weeks or months with customizable historical dashboards. Compare time periods, identify seasonal patterns, measure the impact of process changes, and schedule automated reports to inform strategic decisions.
### Learn from every conversation
Access detailed logs and transcripts to monitor quality, train both AI and human agents on real interactions, and uncover insights that improve customer experiences.
[ Explore Insights & analytics ](https://www.uat.ib-host.com/agentos/insights-analytics)
*Interface shown is a simplified version for demonstration purposes.
## Applicable across industries
### Retail and eCommerce
Handle order tracking, returns, product discovery, and promotional campaign responses across every channel customers use. Cross-channel routing ensures a customer who starts on WhatsApp and calls in never repeats themselves — the full conversation history follows.
After migrating to Infobip's cloud contact center, Flamingo (retail, Colombia) saw conversion rate grow from 2% to 13%.
[ Explore AI for retail ](https://www.infobip.com/agentos/conversational-ai-retail)
[ Explore AI for eCommerce ](https://www.infobip.com/agentos/conversational-ai-ecommerce)
### Financial services and insurance
Manage account inquiries, fraud alerts, and policy renewals with full audit trails, consent tracking, and PCI-DSS compliance. VIP routing and CDP-enriched agent context are particularly valuable in high-value, relationship-sensitive interactions.
Beam&Go reduced operating costs by 30% after unifying communication channels in AgentOS.
[ Explore AI for banking ](https://www.infobip.com/agentos/conversational-ai-banking)
### Telecoms and utilities
Handle SIM activation, plan upgrades, billing queries, and outage notifications at scale. Infobip's carrier-grade infrastructure — built on direct operator relationships — is a natural fit for operators and service providers managing high-volume, regulated communication.
[ Explore AI for telcos ](https://www.infobip.com/agentos/conversational-ai-telecom)
### Healthcare
Configurable data residency and security controls suitable for regulated industries. Sentiment detection and escalation rules support industries where patient or customer distress requires immediate human intervention. Full audit trails for every interaction.
[ Explore AI for healthcare ](https://www.infobip.com/agentos/conversational-ai-healthcare)
## How our customers use our cloud contact center
Top brands transformed customer service with our cloud contact center. See how they did it.
## Connect to the apps you already use
Integrate your existing CRM, ticketing, and data systems directly into the contact center. Keep full context at every customer interaction, without switching tools.
[ Explore all Contact center integrations ](https://partners.infobip.com/exchange?capability=cloud-contact-center-solution-conversations)
DEVELOPERS
## Flexible contact center API for cross-channel communication
```
code goes here
```
### Built for builders
Quickly integrate our Inbox API to scale your contact center and support all the digital channels your customers use.
[ Explore Inbox docs ](https://www.infobip.com/docs/inbox)
[ See SDKs ](https://www.infobip.com/docs/sdk)
## Your entire CX in one platform
Customer data, AI agents, chatbots, and journey orchestration all share the same infrastructure within AgentOS, so your support, marketing and sales teams operate with the same context.
### Journeys
Route customers to contact center agents directly within journey flows, or trigger automated follow-up campaigns from agent interactions.
[ Explore Journey orchestration ](/agentos/journey-orchestration)
### AI agents
Deflect complex inquiries to AI agents that resolve issues autonomously and escalate to human agents only when judgment or empathy is require.
[ Explore AI agents ](/agentos/ai-agents)
### AI chatbots
Transfer to human agents with complete context preserved. No information loss.
[ Explore AI chatbot builder ](/agentos/chatbot-building-platform)
### Conversational CDP
Access unified customer profiles, interaction history, and behavioral insights automatically in every conversation without switching tools.
[ Explore Customer data platform ](/agentos/customer-data-platform)
## FAQ
Cloud contact center software — also called CCaaS (Contact Center as a Service) — is a cloud-hosted platform for managing customer interactions across voice, email, chat, messaging apps, and social media without on-premises hardware. Unlike traditional call center systems, cloud contact center software scales instantly, updates continuously, supports remote agents, and integrates with CRM and CDP systems for a complete view of every customer.
Infobip's Cloud Contact Center is a module within AgentOS and includes native messaging channels (WhatsApp, RCS, SMS, Viber) delivered through Infobip's own carrier network, alongside voice, live chat, and email.
A traditional call center is a voice-only operation running on on-premises hardware, limited to a fixed location and fixed capacity. A cloud contact center extends this to support digital channels (email, chat, messaging apps, social media) from any location, on any device, using internet-based infrastructure managed by the provider. The shift from call center to cloud contact center reflects the broader change in how customers want to communicate, moving from voice-first to channel-of-choice.
Contact Center as a Service (CCaaS) is a cloud delivery model where a provider hosts and operates all the infrastructure, software, and tools needed to run a contact center. Businesses subscribe and pay per agent or per interaction, without capital investment in hardware or software licenses. The provider manages uptime, security, compliance, and feature updates. The business configures its own routing rules, agent teams, and channels.
CCaaS (Contact Center as a Service) manages customer interactions across inbound and outbound channels. UCaaS (Unified Communications as a Service) handles internal employee communication and collaboration. CPaaS (Communications Platform as a Service) provides API infrastructure for building custom communication features into applications. Infobip operates as both a CCaaS and CPaaS provider — the cloud contact center module within AgentOS runs on the same carrier-grade messaging infrastructure as Infobip's communication APIs, so channels are native rather than third-party integrations.
AI chatbots handle conversational interactions through structured flows — answering questions, routing conversations, and resolving predictable queries at scale. AI agents go further: they reason through multi-step problems autonomously, execute workflows, and integrate with external systems to resolve complex issues end-to-end without human intervention. AgentOS offers both natively — the AI Chatbot Builder for structured automation, AI agents for autonomous reasoning, and the Cloud Contact Center for human agent management, with intelligent escalation between all three and full context preserved at every step.
A basic deployment — channel configuration, routing rules, agent setup — can be completed in days for smaller teams. Enterprise deployments with multi-market configurations, CRM integrations, custom routing, and data migration from on-premises systems typically take four to eight weeks. Infobip provides dedicated implementation support and has completed enterprise migrations with zero service interruption and full data continuity.
Yes. Cloud contact center software requires only an internet connection and a supported device - your agents can work from home, in a branch office, or in the field. With Infobip's cloud contact center, your support agents can use a mobile app to access full conversation history, customer context, and all essential tools directly from their phones, ensuring seamless support wherever they are.
Genesys Cloud CX and NICE CXone are standalone CCaaS platforms that connect to messaging channels and CRMs through third-party integrations. Infobip's Cloud Contact Center is a module within AgentOS— sharing the same platform as AI Chatbot Builder, AI Agents, Conversational CDP, and Journey Orchestration.It is the Human-AI oversight pillar of AgentOS — the enterprise agentic AI platform where native messaging channels, conversational CDP, AI chatbots, and autonomous AI agents share a single data model, not a patchwork of integrations.
WhatsApp, RCS, SMS, Viber, and voice are delivered through Infobip's own direct carrier connections in 190+ countries. Agent context cards are enriched by Conversational CDP profiles in real time. Chatbot-to-AI agent-to-human escalation happens within the same platform without integration middleware.
Infobip's cloud contact center software supports GDPR and CCPA data privacy requirements, HIPAA for healthcare providers, and local data residency requirements for multinational operations. Check our certificates here.
Cloud contact center software usually integrates with CRM systems to give agents a unified view of customer history, account data, and previous interactions during a live conversation. Standard integrations include platforms like Salesforce, Microsoft Dynamics 365, HubSpot, Oracle CRM, and ServiceNow.
Infobip takes this further: rather than pulling data from an external CRM only, it also enriches agent context with data from our customer data platform (CDP), integrated natively with our cloud contact center within AgentOS. It incorporates behavioral data, segmentation, and messaging history across all channels - giving agents a more complete view than any standalone CRM integration can provide.
An AI-powered contact center uses artificial intelligence to automate customer interactions, route inquiries intelligently, and assist human agents in real-time. AI handles routine queries autonomously while seamlessly escalating complex cases to human agents with full conversation context.
AI automates up to 80% of routine inquiries such as FAQs, order status, account updates, reducing the volume reaching human agents. This lowers cost per interaction, reduces handle time, and allows teams to scale without proportionally increasing headcount.
Yes. Infobip's enterprise-grade AI contact center offers 99.95% uptime SLA, regional data residency, SOC 2 and ISO 27001 compliance, and scales to millions of interactions across 40+ global data centers, supporting high-volume customer operations without performance degradation.
AI accesses unified customer profiles and interaction history in real-time, enabling accurate intent recognition and faster resolution without transfers. When human agents are involved, AI copilot provides instant context and guidance, reducing back-and-forth and improving first contact resolution rates.
Yes. Infobip's AI voice agents handle inbound and outbound calls using natural language processing, answering questions, verifying identity, processing requests, and routing calls intelligently based on intent and customer data.
Omnichannel routing automatically directs customer inquiries from any channel, voice, chat, email, WhatsApp, SMS to the most appropriate agent or AI based on skills, availability, customer history, and priority. All interactions are visible in a single unified interface.
## AI-first, human when it matters.
Deployed in days. Supported by a global team. No hardware required.
[ Book a demo ](/contact)