BPOs & Contact Centres. Six workloads, one endpoint.
BPM providers, captives & global capability centres — the workloads below need more than one data model at once, which is exactly why they stall on a stitched stack.
BPM and CX outsourcers, in-house captive contact centres and GCCs running 500+ seats across multiple client programmes and languages.
The forcing function.
Agent assist is now the leading AI application in support — but the gains belong to teams whose AI can reach live client data in real time. Bolt-on AI delivers less, constrained by what the integration can access. For a BPO, that integration ceiling is the P&L.
The contact-driver graph — clustering interactions and tracing related issues quantifies the upstream defects generating volume.
average handle-time reduction from real-time agent assist — Metrigy via Genesys
reduction in after-call work via generative summarisation
of interactions scored by AI QA, versus a 1–3% manual sample
Six workloads, five query shapes.
Almost no workload here needs only one data model — which is why single-model databases deliver it only with a second system and a sync problem.
Next-best-action grounded in the client's own knowledge base, policy documents and the customer's live record — hybrid retrieval inside the conversation window, not a generic model guess.
AHT reduction and first-contact-resolution improvement — the two metrics that price a CX contract.
Score every interaction against client rubrics using semantic matching over transcripts joined with structured disposition and outcome data.
Full-population QA replaces sampling; compliance breaches found before the client finds them.
Cache and retrieve semantically equivalent resolved intents so repeat contacts resolve without an agent — with entitlement and account state checked in the same transaction.
Cost per resolved contact falls sharply while resolution accuracy is preserved.
Generative summarisation writing structured dispositions straight into the record, so the summary and the transaction commit together.
Wrap time reclaimed as productive capacity across every seat.
Single-tenant, region-locked deployment per client programme, with live SLA and outcome reporting queryable conversationally by delivery leadership.
Client data-residency clauses satisfied structurally; QBR preparation reduced to a query.
Cluster interactions by embedding, traverse the graph of related issues and root causes, and quantify the upstream defects generating contacts.
Volume eliminated at source — the only durable form of cost reduction in CX.
Impact statements are directional targets referenced to published industry research — calibrate against your own baseline.
The stack this replaces in BPOs & Contact Centres.
Five licences, five sync jobs, five security perimeters — collapsed into one atomic store.
AI that can reach the client's live data under the client's residency terms — the ceiling that separates a real gain from a demo.