AI that scales your BPO without scaling headcount
Real-time multilingual voice AI for India's BPO and contact centre industry. Automate tier-1 queries, assist agents live, QA every call automatically, and run outbound campaigns in 30+ Indian languages — at 10,000+ calls/day.
The complete BPO automation platform
Tier-1 Call Deflection & Automation
Automate the most frequent inbound query types — balance enquiry, order status, branch locator, product FAQs — without a human agent. Voice agents handle 40–60% of inbound volume, freeing agents for complex issues.
- Balance and transaction enquiries
- Order status and tracking
- Complaint registration
- Branch/ATM locator
- Product feature queries
Real-Time Agent Assist
Live transcription and AI suggestions surface the right information to agents mid-call — without them needing to search. Next best action, product recommendations, and compliance alerts appear on the agent screen in real-time based on what the customer says. A live sentiment stream displays customer emotion trajectory, frustration index spike alerts, and competitor mention flags — drawn from 10-second sliding prosody windows.
- Live call transcription on agent screen
- Intent prediction and script suggestions
- Knowledge base auto-search
- Compliance alert triggers
- CRM auto-population after call
Automated Quality Assurance
Every single call transcribed, scored, and analysed — not just the 2–5% sampled by manual QA teams. Custom QA rubrics applied automatically. Supervisors focus on coaching, not listening to random call recordings. Each call is scored on a custom rubric: empathy index, script adherence %, disclosure completion, tone variance, and resolution probability — all exportable as a per-agent analytics report.
- 100% call transcription and scoring
- Compliance keyword detection
- Sentiment and emotion tagging
- Script adherence scoring
- Supervisor coaching queue prioritisation
Outbound Dialler Automation
AI-powered outbound campaigns for surveys, appointment reminders, feedback collection, and re-engagement. Voice agents handle the full conversation, capture structured responses, and escalate complex cases to human agents.
- Post-service CSAT surveys
- NPS collection campaigns
- Appointment reminders
- Winback and re-engagement calls
- Product feedback collection
Multilingual Support at Scale
A single BPO floor handling all 22+ Indian languages without specialist agents for each. Voice agents detect language automatically and respond in-kind. Human escalations routed to agents by language proficiency.
- Hindi, Tamil, Telugu, Kannada, Malayalam
- Marathi, Bengali, Gujarati, Punjabi
- Code-switching (Hinglish, Tanglish)
- Language preference capture and routing
- Regional accent handling
Workforce Management & Reporting
Real-time dashboards tracking call volume, AHT, FCR, CSAT, and compliance scores. Alert supervisors to call quality drops, agent underperformance, or compliance violations in real-time. Dashboard exports structured call telemetry: AHT by intent type, FCR rate by topic cluster, CSAT sentiment correlation, and escalation cause breakdown — directly BI-ingestion ready (CSV, JSON, REST).
- Live call volume and queue monitoring
- Agent-level performance tracking
- Compliance violation alerts
- SLA adherence reporting
- Client-branded report exports
Connects to your existing contact centre stack
Verbalyze integrates with the CRMs, diallers, and telephony platforms already running in your BPO. No vendor lock-in.
Frequently Asked Questions
How much cost reduction can we expect from BPO voice AI?
By deflecting 40–60% of tier-1 support calls to autonomous voice agents, contact centres typically reduce their average cost per call by up to 70% compared to human-staffed call handling.
How does live agent assist improve Agent NPS?
Real-time speech-to-text transcribes conversations live and displays intent suggestions, script recommendations, and links to relevant internal articles, removing search friction and stress for agents.
Is the quality assurance processing fully automated?
Yes. Unlike manual QA sampling of 2–5% of calls, Verbalyze transcribes, scores, compliance-audits, and summarizes 100% of calls, giving managers absolute oversight.
Transform your contact centre in 30 days
Free pilot with 10,000 calls. Full integration support included.
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