CallTower has partnered with SESTEK to expand its AI-powered customer experience portfolio with conversational AI, analytics, biometrics and real-time translation.
CallTower, a cloud communications and contact centre solutions provider, has partnered with SESTEK to expand its AI-powered customer experience portfolio with conversational AI, analytics, voice biometrics and real-time translation capabilities.
SESTEK, an AI-powered conversational technology company, will provide a modular AI suite that integrates with existing contact centre platforms, enabling organisations to automate customer interactions, improve agent performance, strengthen security and support multilingual customer engagement.
The partnership is designed to help enterprises modernise contact centres while extending the value of their existing customer experience technology investments.
Expanding AI Capabilities for Contact Centres
“Enterprises are looking for practical AI that improves customer experience without forcing them to start over. This partnership expands CallTower’s AI capabilities with solutions that help organisations automate more effectively, support agents more intelligently, and deliver stronger multilingual experiences across their contact centres,” said Joe Bigio, Senior Vice President of CCaaS, CX, and AI Solutions, CallTower.
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The AI portfolio includes conversational AI for voice and chat, conversation intelligence, automated quality management, real-time agent guidance, voice biometrics and live translation. The technologies are designed to reduce call volumes, improve service quality and deliver more consistent customer experiences across multiple languages.
Supporting AI-Driven Customer Engagement
“Our partnership with CallTower enables organisations to bring that vision to life by delivering AI that not only automates customer interactions, but also measures performance, empowers agents, and makes every interaction better than the last,” said Yalim Eristiren, Managing Director, North America, SESTEK.
The companies said the partnership enables organisations to introduce AI into existing customer experience strategies without replacing current infrastructure, supporting more flexible and scalable customer engagement across industries, including banking, insurance, retail, telecommunications and business process outsourcing.
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