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The new CX architecture begins with Harmony
Intelligence that learns from people. Empathy that scales through technology. Together, they create CX that listens, learns, and grows smarter with every interaction.
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25B+ Interactions a year, trusted by the leading brands.
Turn Every Interaction into Growth
The Exotel Harmony platform is designed for growth, uniting contact center, conversational AI, and communications stack into one intelligent platform.
With Harmony, your CX becomes
Proactive
Predicts customer intent before it escalates
Connected
One unified memory across bots, agents, and channels.
Empathetic
Quick when it can be, human when it should be
Because the best customer experiences don't end at closing tickets - they build trust, deepen loyalty, and fuel lasting growth.
Decoding the Harmony platform
A unified platform where AI learns from humans, and humans get smarter with AI
- AI-Powered observability
- Automation with human-in-the-loop monitoring
- AI guidance that turns agents into experts
- CCDP: Unified memory layer for every touchpoint
- Kaizen intelligence loop
AI-Powered observability
Every conversation is a source of truth. Harmony's AI-powered observability turns them into insights you can act on, instantly.
- Real-Time Quality Scoring: Auto-evaluate every conversation for sentiment, compliance, and process adherence.
- Live Supervisor Dashboards: Track queues, SLAs, and agent performance in real time, with proactive alerts to manage issues instantly.
- Root Cause Analytics: Identify the “why” behind dissatisfaction and inefficiency, not just the “what.”
Outcome
100% visibility, Zero manual QA, Continuous improvement built into every conversation.
Automation with Human-in-the-Loop Monitoring
Harmony flips the traditional model: from AI-assisted agents to human-assisted AI. Through Agent-Monitored Contact Center (AMCC), one agent can supervise multiple AI-led conversations, stepping in only when empathy or expertise truly matter.
- Autonomous Bots: Voice and chatbots provide human-like, 24x7 support through intent recognition and multi-turn context.
- Human Monitoring: Agents can guide or take over in emotionally charged or complex moments.
- Continuous Learning: Every human intervention teaches the bot, making future interactions smarter.
Outcome
Do more with less: without sacrificing empathy, accuracy, or control. Resolve up to 60% of routine queries autonomously, driving 35% faster responses through seamless AI-human collaboration.
AI Guidance That Turns Agents into Experts
Harmony's AI Co-Pilot delivers real-time context, intelligence, and recommendations, so every agent performs like your best one.
- AI Agent Assist: Surfaces next-best actions, SOPs, and responses live during interactions.
- Unified Desktop: One intelligent workspace for history, sentiment, and customer data.
- No-Code Journeys: Design and adapt customer flows in minutes, no developer dependency.
Outcome
40% higher agent productivity. Faster resolutions. Happier customers.
CCDP: Unified Memory Layer for Every Touchpoint
At the core of Harmony lies the Conversational Context Data Platform (CCDP), a unified, CX memory layer that unifies every customer signal into a single, ever-evolving customer profile.
- Sharper Automation: Bots learn from history and resolve smarter.
- Smarter Agents: Context surfaces instantly in their workspace.
- Richer Personalization: Messages and campaigns adapt dynamically to customer behavior.
- Deeper Intelligence: Leaders uncover trends, patterns, and opportunities hidden in everyday conversations.
Outcome
A CX engine that never starts from zero, it remembers, adapts, and personalizes at scale.
Kaizen Intelligence Loop
Harmony is built on Kaizen, the principle of constant evolution. This is how AI-Human Harmony evolves, every signal, every action, every insight feeding back into a system that gets more empathetic and intelligent over time.
- Every conversation, rating, and supervisor comment feeds back into system learning.
- Context-aware models that evolve with every use - continuously refining responses and predictions.
- Insights from CQA and CCDP inform product, training, and process enhancements in real time.
Outcome
CX that keeps improving, automatically, endlessly, intelligently.
The Backbone: Intelligent, Secure, Scalable CX
Harmony delivers innovation without compromise: built for scale, reliability, and compliance.
Ready to deliver CX that's smarter and more human?
Let's build the future of customer experience, together!
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