AI-Powered Contact Center
Transformation Platform
Modernize your contact center with AI quality management, a softphone and a unified agent workspace that connect to the telephony and CCaaS you already run — Amazon Connect, Genesys, Twilio or your own SIP trunk. PolyglotCX is a software provider, not a telephony or carrier service.
AI Quality Management is live · Softphone & Agent Workspace in development →Connects to Amazon Connect, Genesys Cloud, Twilio and any telephony source in under a day
vs the 1–3% industry norm
end-to-end
a 90% reduction
including code-switching
One platform for contact center transformation
PolyglotCX started with automated quality management and is expanding into a broader transformation suite that layers onto the telephony and CCaaS you already run — we don’t provide telephony or carrier services ourselves. Every product shares the same provider-agnostic backend, security model and AI services, and each is labelled by stage so you always know what is available.
Contact Center Softphone
A browser-based softphone for agent calling — call control, customer context and an AI copilot, connected to the telephony or CCaaS you already run.
Learn moreAgent Workspace
A unified workspace bringing voice, chat, customer context, knowledge and AI assistance together in a single browser tab, on top of your existing telephony.
Learn moreAI Quality Management
Automated quality assurance, speech analytics, evidence-backed scoring and agent coaching — for 100% of calls, in any language.
Learn moreCase Management
Customer cases, workflows, SLA tracking and escalation, connected to the conversations that created them.
Learn moreCRM & Customer 360
Customer profiles, interaction history and full contact-center context — a Customer 360 built for service teams.
Learn morePlus Professional & Managed Services — transformation delivery, or we run your quality operations for you.
97% of contact-center calls are never reviewed.
That’s where risk and opportunity hide.
Built for the way your business runs
Works with the telephony you already run
PolyglotCX ingests recordings and events from cloud CCaaS, session border controllers and event streams — every source lands in the same pipeline.
Before you ask…
PolyglotCX is a contact center transformation platform. It layers AI quality management, a softphone and a unified agent workspace on top of the telephony and CCaaS you already run. AI Quality Management is available today; the Softphone and Agent Workspace are in active development.
No. PolyglotCX sits beside your existing stack — Amazon Connect, Genesys Cloud, Twilio, or Avaya and Cisco via SIPREC. Recordings and events are ingested through nine paths with no rip-and-replace, typically connected in under a day.
No. PolyglotCX is a software provider, not a telecommunications carrier — we don’t sell PSTN lines, SIP trunks or carrier minutes. AI Quality Management ingests recordings and events from the telephony you already run (Amazon Connect, Genesys Cloud, Twilio, SIPREC and more), and the Softphone and Agent Workspace are call-control clients that connect to your existing SIP trunk or CCaaS voice connection. You keep your existing telephony relationship.
AI Quality Management is generally available, including speech analytics, evidence-backed scoring, screen-behaviour QA and agent coaching. The Contact Center Softphone and Agent Workspace are in development with design partners. Case Management and CRM / Customer 360 are on the platform roadmap.
Language is auto-detected per call and code-switched speech such as Hinglish is transcribed natively. Queue-scoped custom vocabulary teaches the ASR your product names and acronyms, applied at transcription time and as post-ASR correction.
Card numbers, national IDs, phone numbers, emails and birthdates are detected and redacted before any AI model sees the transcript, with a full audit log. Tenant isolation is enforced at the API layer and BYOK keys are encrypted at rest.
See the platform on your own calls
Bring a recording. We run it through the live AI Quality Management pipeline in front of you — transcript, QA score, coaching plan and ticket — and walk the softphone and agent-desktop roadmap.
Book a Demo →