Solution Domain 04 of 6
Customer Experience — One screen. Voice, chat, email. No swivel-chair.
We move beyond selling "seats." Cleo System's Customer Experience ecosystem is built to address the structural fragmentation that holds contact centers back — stitching CRM, ERP, and your channels into a single, orchestrated view.
8
Core CX services
3
Deployment models
Omnichannel
Voice, email, chat and social on one platform
Low-code
Supervisor changes without IT tickets
Why CX projects stall
The CX Market Void
Bridging the widening gap between digital expectations and operational reality — across three layers at once.
The Broken Reality
The Omnichannel Mirage
Best-of-breed point solutions create multi-channel chaos; agents "swivel-chair" across multiple screens for one interaction.
Operational Rigidity
High agent turnover makes every change costly, and simple IVR changes still require slow, expensive IT change requests.
The Accountability Void
License- and consumption-based commercial models can leave costs hard to predict, with multi-year timelines and unclear ROI.
The Cleo System Answer
True Orchestration
A vendor-agnostic single pane of glass — middleware stitches CRM, ERP, and Genesys into one unified view.
Agility & Empowerment
Supervisors change queues, skills, and IVR flows themselves through a low-code console, no IT ticket required.
Measurable Time-to-Value
Phased rollouts designed to deliver measurable outcomes early, not multi-year programs.
Core Services Portfolio
How We Reshape the Contact Center
01
Omnichannel Contact Center Solutions
Cloud-native and on-prem infrastructure managing voice, email, chat, and social from a single centralized platform.
02
Agentic Voice Agents & Digital Assistants
AI voice agents tuned to local language and dialect that handle contact center interactions end to end and support human agents in real time.
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Contact Center Application Foundry
Add-on tools for everyday contact center operations — outbound dialing, callbacks, customer surveys, and quality monitoring.
04
Agent Guidance & Interaction Summarization
AI that works alongside the agent — surfacing the next step, the applicable rule and the current system state during an interaction, and drafting the summary and disposition after it.
05
Speech & Text Analytics
Automated analysis of customer interactions using NLP and digitized quality assurance.
06
Unified Agent Desktop
Interfaces that boost agent efficiency by consolidating CRM, ERP, and back-office systems onto a single screen.
07
Biometric Security & Verification
Identity verification by voice biometrics, face matching, liveness checks and identity documents — confirming that a customer is the person the account belongs to.
08
Synthetic Voice & Deepfake Detection
Real-time detection of AI-generated and cloned voices on live calls — a separate check from identity verification, asking not who the caller is but whether the voice is human.
Deploy the way you need to
Flexible Deployment Models
Private Cloud
A dedicated deployment in your chosen region, for greater control and data privacy — compliance-first by design.
Multi-Tenant
A shared environment offering cost efficiency and robust performance, with scalability for seasonal peaks.
Secure Hyperscaler
Combines private and public cloud elements, leveraging global providers like AWS for security and scale.
Genesys Cloud CX integration
Built on the platform you already trust
Genesys Cloud CX is one of the platforms our ecosystem integrates with and extends — not replaces.
- WhatsApp middleware for direct customer messaging integration
- Custom IVR & bot development via Genesys Architect
- Connect your own AI or LLMs through our middleware
- Low-code supervisor console for queue, skill, and IVR control
Ready to Define Innovation?
We work with organizations to define their specific CX needs before any platform or tooling decision is made.
Let's Write Your Success Story