OptiML CX Platform
One integrated conversation model. One AI Engine. Includes every channel like Voice, Chat, WhatsApp, Email, Web, Social Media tickets run on a single conversation record, with the help of Agent desk, Dialer, Workforce Management, Quality and governance built on the same platform.
- Eight plus channels, one queue
- Defined answers or handover to Human agent
- Restricted data access
Fourteen modules, one customer timeline
Customer calls one and AI takes over to process the same for the future. No repeat calls, no explanations required to explore conversation history. The AI agent and the human agent read the same record, quality scores it and analyses it every time a fresh or a broken conversation initiated that helps maintaining an uniform call records throughout.
Explore Platform FeaturesOptiML Dialer - A True AI-Powered Contact Center Solution
Intelligent. Responsive and Result Driven
AI-powered call flows and targeted outreach accelerate lead responses, improve engagement, and convert more prospects into customers.
Query automation and efficient call handling improve FCR, speed up resolutions, and ensure seamless experiences.
Savings
Intelligent routing and optimized agent workflows cut operational costs while ensuring consistent & quality service across every interaction.
OptiML "One Platform"
OptiML processes multiple channels like phone call, a WhatsApp message and and Email from the same memory, knowledgebase, guardrails and same analytical rows ensuring continuity and uniformity across the responses processed.
1. Channels: Voice, WhatsApp, Web, SMS, Messenger, Instagram, Telegram, EMail, Social Media
Eight ways in one queue. Voice runs on a real-time WebRTC media pipeline with barge-in, so a caller can cut the agent off mid-sentence and actually be heard.
2. Orchestration: the AI Engine
AI helps classify the intent, retrieve the knowledge, assemble memory from multiple channels, apply the pre-model defined guardrails, call the model, check the draft against what was actually retrieved, apply the post-model guardrails and speak, reply, call a tool, or hand over to a person as required/requested.
3. Knowledge: Precise answers from prescribed content
All types of files like PDF, DOCX, CSV and Markdown uploaded including Website crawling, OCR for the scanned documents, and 30+ connectors including Confluence, SharePoint, GitHub, Slack, Notion and Salesforce etc. Content is chunked semantically, embedded, indexed, and kept updated. Scoping is performed for every agent that ensure agents sticks to their defined Scope and Knowledge Base.
4. Operations
Includes Agent Desk, Supervisor Console, Workforce Management, the Dialer, CRM/Ticket Management, Analytics, Quality Management, Knowledge Base, BOT family of products are all included under OptiML CX platform that generates and unique Customer Experience throughout. All integrated to provide the much desired AI experience for a Contact Center that Drives CX.
5. Governance
OptiML CX suite of products helps touch the Client at every layer during their association. Due to the integrated workflows, the Customer always feels engaged and the experience remains high due to the ability to provide appropriate response to Clients diversified questions. All responses are bind to the scope, knowledge base, regulatory requirements, Product knowhow's, Know the Customer data to ensure the Client gets the best.
Eight channels, one queue
An agent working the inbox sees a voice callback, a WhatsApp thread and an email at the same list, routed by the same rules, with the same customer record attached to each of them. Ownership, tags, macros and internal notes behave identically whichever way the customer chose to reach you.
Voice AI Agents
Real-time phone calls with barge-in, 20+ languages, Switching language mid-call if the customer does.
Explore Voice AI Agents →
Predictive Dialer
Three pacing modes and an abandon-rate cap. Calls go out inside the customer's own local calling window, and the DNC check runs before the dial rather than after it.
Explore Outbound & Dialer →
The orchestration loop
Eleven+ LLM providers sit behind the AI adapter with automatic failover to ensure every stage is traced, with tokens, cost and latency attached.
1. Listen
Speech-to-text (8+ engines)
2. Reason
LLM + Tool calls (11+ providers)
3. Retrieve
Grounded RAG (4-stage)
4. Generate
Response + Guardrails
5. Speak
Text-to-Speech (8+ engines)
Answers from Content only and nothing beyond
30+ connectors pull from Confluence, SharePoint, Salesforce and wherever else the answers already available. Retrieval is hybrid: dense vectors and BM25, fused by reciprocal rank, then reranked by a cross-encoder. Then the part most retrieval demos skip. Before the agent speaks, a groundedness gate scores the drafted answer against what was actually retrieved, and an answer that is not supported never gets spoken. The agent says it does not know, or hands to a person.
Explore Knowledge & GroundingKey Features
OptiML Voice Agent handles every query, round the clock in the most efficient manner addressing >60% of queries from Clients. Wherever human assistance needed the Voice Agent transfers the call to a human agent transparently. For all repeat calls, the AI agent takes over with the past conversations, solutions extended and smartly addresses the Clients. Six modules, included rather than licensed alongside, all reading the same customer timeline.
Agent Desk
Call controls, the customer's whole history and a copilot that shows the clause it drew the answer from. Wrap-up is drafted before the agent reaches for the keyboard.
Explore Agent Desk →Supervisor Console
Listen, whisper or take the call. Queue depth and SLA-at-risk alerts refresh every two seconds.
Explore Supervisor Console →Workforce Management
Erlang-C forecasting and automatic scheduling, then intraday re-optimisation when the 9am spike does not match the forecast. Adherence tracking, shift bidding and swaps.
Explore Workforce Management →Outbound & Dialer
Predictive, Progressive, Preview calling options. Abandon-rate caps, exponential-back off retries, DNC and consent enforcement, and calling windows that know about public holidays.
Explore Outbound & Dialer →Ticketing & Cases
A native ticket workspace integrated to any leading ticketing platforms There is a config-driven universal adapter for whatever else a Client uses
Explore Ticketing & Cases →Analytics & Quality
76 reports and a drag-and-drop dashboard builder. Every interaction scored on 15 dimensions extending a complete clarity on each call.
Explore Analytics & Reporting → | Explore Quality Management →Accessible everywhere but restricted
OptiML CX Suite is hosted On-premise, public/private Cloud as per Customers choice, operated, managed and patched by RMT team to extend >99.9% uptime commitment. Client's are hosted in minutes with all applicable security controls and regulations defined under DPDP, GDPR etc. for PII data processing. Every Data is secured with 16+ regional compliance packs cover ISO 27001, GDPR, HIPAA, PCI-DSS, DPDP defined guidelines and controls. The Enterprise option moves your database and recording into Client managed storage along with Client owned encryption.
Explore Deployment & HostingWhy OptiML
AI Agent Builder
Plain-English scaffolding, or a 100-node canvas when you want the detail. Five engine types, 35+ templates, versioning and rollback.
Explore the Agent & Flow Builder →Workflow Automation
100+ nodes and 50+ triggers. Branch, loop, wait, approve. 68 CRM nodes for the write-backs nobody wants to do by hand.
Explore Workflow Automation →Platform Features
The IVR builder, skills-based routing and ACD, the power dialer, CTI into your CRM, and the AI features underneath all of it.
See the full feature list →Where to go next
Voice AI Agents
Real-time phone conversations with barge-in and mid-call language switching, across 8 speech-to-text and 8 text-to-speech engines.
Explore Voice AI Agents →Knowledge & Grounding
Hybrid retrieval with citations, fed by 30+ connectors and scoped per agent.
Explore Knowledge & Grounding →AI Governance & Guardrails
Guardrails, human approval gates on high-stakes tool calls, per-run and per-day cost caps, and an immutable audit with integrity proofs.
Explore AI Governance →Questions,
answered
What teams ask before they move a contact centre onto one platform — how much of it they have to take, where the data sits, and what happens when the AI is wrong.
Talk to a specialist and get a straight answer.
Ask our teamThe OptiML CX Platform is an AI contact centre platform that runs voice, chat, WhatsApp, email and tickets against a single conversation record. The agent desk, the dialer, workforce management, quality management, analytics and AI governance are modules on that same record rather than separate products exchanging data.
No. Each module runs on its own, and most teams start with one channel or one job — voice containment, or quality scoring on conversations they already have. Because every module reads the same conversation record, adding a second one later does not mean a migration.
You choose the region, and the OptiML CX Platform runs there. Tenant isolation is enforced by PostgreSQL row-level security across 231 tables rather than by application code. On Enterprise the database can sit in your own cloud account.
It says so and hands over. Answers are generated from your own documents and carry a citation, and a groundedness gate blocks any reply the source material does not support. The handover reaches a human with the transcript, the summary and the reason it escalated.
It does not have to. The OptiML CX Platform reads and writes your existing systems — tickets sync two ways with ServiceNow, Jira and Zendesk, and any in-house desk with a REST API connects through the universal adapter. You can also run OptiML's own ticketing if you would rather not add another system.
Guardrails run before and after every model call, and a per-run cost ceiling stops a runaway agent mid-flight rather than showing up on next month's invoice. Actions you classify as high-stakes park and wait for a named human to approve them.
Bring us a real conversation
A recording from your floor, a policy PDF, a WhatsApp thread. We ground an agent in it and run it live on the call, so you are watching your own content go through the platform rather than a scripted demo.
- Thirty minutes
- Your recording, your documents
- No slide deck unless you ask for one
Book your slot
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