The IVR is the first bad experience
Menu trees were designed around your org chart, not the caller's problem. Most callers press 0 and wait anyway.
In-house contact centre
Retire the menu tree. Keep the phone number.
Callers say what they want and get it. There is no “press 1 for billing”. Everything that AI doesn't resolve reaches a human who already has the context, on the same platform.
- 8 channels on one conversation model
- 99.9% monthly uptime commitment
- Hosted in the region you choose
Illustrative interface. Names, queue counts and timers are sample data, not a performance claim. The screen shows a single OptiML queue holding voice, WhatsApp, web chat, email and a scheduled callback side by side, with one conversation routed on spoken intent rather than a keypad menu and another handed over from an AI agent with its summary attached. Underneath, a supervisor live floor shows agent states with listen, whisper and take-over controls and an SLA-risk warning.
The problem in your world
The number still works. The menu behind it was designed around a reporting structure that has changed twice since, and the customer has to translate their problem into it before anything happens.
Channels don't talk
Chat is one vendor, email is a helpdesk, voice is a telephony platform. The customer repeats themselves at every boundary.
Volume spikes are staffed by guessing
Peak season, an outage, a product recall: the queue builds faster than you can roster, and abandon rate does the rest.
What the AI actually handles
Six jobs an in-house contact centre hands to OptiML on day one, each with the mechanism behind it.
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Natural-language IVR replacement
The caller says what they want; intent classification routes or resolves it directly. Keypad input stays available where it's genuinely faster.
Replace your IVR -
One omnichannel queue
Voice, web chat, WhatsApp, email and social into one routing engine with skills, priority, geography and time-of-day rules.
See the universal inbox -
Handover with the full picture
When AI hands to a human, the transcript, summary, entities, sentiment and reason arrive with the conversation.
See the Agent Desk -
After-hours and overflow
AI covers out-of-hours and spillover, books callbacks with a real position and ETA, and logs tickets that your team picks up in the morning.
After-hours & overflow -
Live supervision
Queue depth and SLA risk refreshed every two seconds, with listen, whisper and takeover on any live conversation.
See the Supervisor Console -
Proactive outbound
Outage notifications, order updates, renewal reminders and CSAT follow-up from the same platform that handles inbound.
See outbound & dialer
Capabilities that matter here
These are the six you will use in the first month. None of them is a separate licence, and none of them needs a second vendor to make the first one useful.
Voice AI agents
Real-time phone conversations with barge-in, 20+ languages and automatic provider failover, on a standards-based WebRTC media plane.
Voice AI agentsUniversal inbox
Eight channels in one list, filtered by ownership, channel, tag, sentiment or SLA risk, with transfers and internal notes that don't collide.
Chat & omnichannelSkills-based routing
Routes on intent, skill, priority, caller geography and time of day, using workflow rules you can change yourself instead of raising a ticket with a vendor.
Automation & workflowsSupervisor Console
The live floor with queue depth and SLA risk, plus listen, whisper and takeover on any conversation, human or AI.
Supervisor ConsoleVirtual queue and callback
Hold the caller's place instead of holding the caller. Callbacks are booked with a real position and ETA, then dialled from the same platform.
Outbound & dialerAnalytics
76 report definitions across every channel at once, six export formats, topic mining and full-text conversation search.
Analytics & reportingPoint it at your worst call of the week
Send a recording or a policy document. We ground an agent in it and run the same call live, so you hear where it holds and where it hands over.
The operational guarantees
Retiring the IVR means the phone line now depends on us. These are the commitments that come with that, written into the contract rather than the brochure.
99.9% monthly uptime
A 99.9% monthly uptime commitment, contractual in the SLA, with the service-credit schedule published rather than negotiated after an incident.
Recordings, encrypted and consented
Encrypted recordings with consent capture and jurisdiction detection, so a two-party-consent caller is handled as one before the recording starts.
16+ regional compliance packs
GDPR, HIPAA, CCPA, TCPA, PCI-DSS, DPDP, FINRA and the EU AI Act among them, applied per tenant rather than as one global setting.
SSO across 8+ providers
Single sign-on across 8+ identity providers, with 300+ RBAC permissions and resource-scoped grants behind it.
GDPR
CCPA
TCPA
DPDP
PCI-DSS
EU AI Act
Hosted in the region you choose
OptiML runs in OptiML Cloud, hosted in the region you choose, operated, patched and scaled by RMT. Tenant isolation is enforced by PostgreSQL row-level security on 231 tables, so a defect in application code cannot reach another tenant's rows.
There is no maintenance window on your calendar and no cluster for your team to run. The release train is continuous, and the trust centre lists what is retained, where, and for how long.
A worked scenario, while the case study is in approval
One published number, no menu tree
The published number points at a voice agent instead of an IVR. The caller states the reason for the call in their own words; intent classification either resolves it — balance, order status, appointment, address change — or routes it on skill, priority, geography and time of day. The keypad still works for the two flows where typing an account number is genuinely faster.
Out of hours, the same agent takes the call, books a callback with a real queue position and an ETA, and opens a ticket. When a conversation does reach a human, the transcript, the summary, the extracted entities, the sentiment trace and the reason for handover are already on screen. The supervisor can listen, whisper or take over from the live floor. This is configuration and mechanism, not a result: outcome numbers belong to a named customer, and we do not have written approval for one yet.
- Spoken intent instead of a keypad menu
- DTMF retained where it is faster
- One routing engine across every channel
- Callbacks with a real position and ETA
- Handover carrying transcript, entities and sentiment
- Listen, whisper and takeover on any live call
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Related solutions
The same platform, framed for the operation next to yours. The mechanism does not change; the knowledge, the compliance posture and the peak shape do.
BPO & Outsourcing
One platform across every client programme, each isolated at the database with its own knowledge, branding and retention.
BPO & outsourcingRetail & E-commerce
Order status, returns and cart recovery on WhatsApp and chat, wired straight into Shopify or WooCommerce.
Retail & e-commerceTelecom
The same self-service, at subscriber volume, with outage notification and retention outreach on top.
TelecomThe platform underneath
Everything on this page is the OptiML CX Platform configured for Contact Centre, not a separate product. These are the modules it leans on.
Book a working session
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from your own operation. We will ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
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