Unify Experience.
Empower People. Drive Growth.
GraiaCX combines all-in-one contact center functionality with deeply empathetic AI - empowering your human team and intelligent AI to deliver authentic, elevated experiences that scale across voice, video, chat, email and social messaging.
- Omnichannel routing across voice, video, chat, email, WhatsApp, Messenger and SMS
- Agent workspace with embedded Agent Assist on every interaction
- Supervisor cockpit with real-time monitoring, whisper and barge-in
- Workflow builder, outbound dialer, case management and BI - all in one portal
A single, unified workspace your agents will actually love.
Active call panel & customer data
Single interface combining the live interaction, customer profile, task history and case history - so agents stop swivel-chairing between systems.
Agent states & presence
Available, breaks, after-call work and custom states with full audit trail. Supervisors see exactly who is doing what, in real time.
Embedded Agent Assist
Real-time next-best-action, knowledge answers, live coaching, AI translation and auto-generated wrap-up notes - on every voice, chat and email interaction.
Customer interaction history
Full cross-channel history per customer with searchable transcripts, summaries and case links - context follows the customer, not the channel.
Live supervisor assistance
Supervisors can join calls, whisper coach, barge in or silently monitor - without leaving the same workspace your agents use.
Flexible task transfer
Warm and cold transfer, consult, conference and re-queue - keeping the right agent on the right conversation at the right time.
Ops teams ship changes without an engineering ticket.
Media-specific workflow builder
Drag-and-drop workflows with channel-optimized nodes for voice, chat, email and messaging - including IVR, routing, conversational agent, integrations, conditional logic and human handoff.
Workflow variables
Pass customer, session and integration data across nodes - personalize every interaction without writing code.
Real-time supervisor dashboards
Team metrics, agent state, task drill-downs, abandoned counts and queue health - built for fast, informed action.
Quality monitoring scripts
Structured evaluation templates for real-time agent feedback and training - across both human and AI interactions.
Bot performance reports
Containment, escalation reasons, average rating over time and categorization - close the loop on conversational AI quality.
Queue management & monitoring
Tune routing, staffing and skills against live demand - surface the queues that need attention before SLAs slip.
The outcomes that move the business.
What enterprise CX, ops and tech leaders actually measure - and what Graia changes.
Omnichannel excellence
Customers effortlessly switch between voice, video, chat, email and social messaging without losing context.
Operational control
Real-time analytics and AI Quality Management give supervisors complete visibility and fast, informed action.
Built-in compliance
Auditable records, SLA-backed core services and resilient architecture for high-stakes, regulated processes.
Revenue growth
Turn the contact center from a cost center into a strategic asset - smarter, empathetic experiences drive loyalty and top-line growth.
Proactive engagement, end-to-end.
Outbound dialer
Predictive and preview dialing with agent-utilization balancing - dialing rate adjusts dynamically to agent availability and queue load.
Callback mode
Handle customer-requested callbacks from any connected channel - without losing context or queue priority.
Duplicate & nuisance protection
Campaign-level and tenant-level duplicate detection, plus nuisance-call thresholds - for compliant, respectful outbound.
Case management
Custom fields, shared access, status flows and SLAs - so escalations don't fall through the cracks.
Enterprise-grade by default.
Reports & dashboards
Pre-built dashboards plus OData feed integration and Power BI templates - bring GraiaCX data into the BI stack you already use.
RBAC & access control
Role-based access, business-unit segmentation and customer/workspace scoping - agents can belong to multiple business units for dynamic routing.
Audit logs & security monitoring
Track system changes, logins and configuration updates - for compliance, transparency and incident response.
Privacy-first architecture
Your data is yours and is never used to train foundation models. Designed for demanding, regulated industries.
A preview of the platform capability matrix.
The full matrix is maintained in the product documentation. This is a representative sample of what GraiaCX delivers across channels.
| Feature name | Chat | Voice | Short description | |
|---|---|---|---|---|
| Conversational bots | LLM-based virtual agents that handle conversations end-to-end across channels. | |||
| Live call translation | - | - | Real-time voice translation between agents and customers in multiple languages. | |
| Agent Assist | Next-best-action, knowledge answers and live coaching on every interaction. | |||
| AI summarization | Auto-generated conversation summaries for agents, supervisors and case notes. | |||
| Omnichannel routing | Skill-based, context-aware routing across voice, video, chat, email and messaging. | |||
| Quality monitoring | Structured evaluation templates and AI-powered scoring for every interaction. | |||
| Outbound dialer | - | - | Predictive and preview dialing with campaign management and compliance guardrails. |
See GraiaCX end-to-end.
A guided walkthrough of agent, supervisor and admin surfaces - using your channels, your routing rules, and your data shape.