Sold by: NCS Australia (Arq Group)
Equip your agents with GenAI capabilities on existing platforms (Avaya, Cisco, Genesys). Instantly activate automatic transcription and framework-aligned note creation to slash admin time. Elevate performance with real-time tactical feedback and a 100% quality monitoring shield—delivering a secure, serverless transformation in weeks.
Overview
Modernise Legacy Contact Centres with GenAI – No Migration Required.
For organizations running critical operations on legacy contact centre platforms, the path to AI usually requires a risky, expensive, and multi-year cloud migration. NCS Call Centre AI changes that paradigm.
This serverless, event-driven solution acts as an intelligent "sidecar" to your existing telephony infrastructure. By ingesting call recordings directly into AWS, we unlock the power of Amazon Bedrock and Amazon Transcribe to automate post-call work and compliance auditing immediately—without disrupting your core operations.
Designed specifically for highly regulated industries (Government, Banking, Utilities) in Australia and APAC, this solution bridges the gap between on-premise stability and cloud innovation. It turns "dead" audio data into a live intelligence asset.
Highlights
- Zero-Migration Modernization: Inject cutting-edge AI into existing platforms (Avaya, Cisco, Genesys, NICE) without a "rip and replace" project, and extend life of existing core telephone systems
- Automated Summarization: Replaces manual agent notetaking with precise, AI-generated summaries and automatically updates your System of Record, reducing After Call Work (ACW) by 45%.
- 100% Compliance Coverage: Moves beyond random sampling. Every single interaction is transcribed and scored against regulatory frameworks (e.g., ASIC, privacy disclosures) using generative reasoning.
Details
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Delivery method
Deployed on AWS
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Support
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For queries or support, please contact us at aws@au.ncs.co and we will respond to you within 1-2 business days.