For contact centres · BPOs · in-house customer service · enterprise support

70% calls AI. 30% human.

Q: What about compliance (PCI, GDPR, industry-specific)?

Compliance frameworks: GDPR (EU hosting), PCI-DSS Level 1 (for payment calls), HIPAA-aware (for healthcare). Pre-defined regulated flows: KYC for financial, DSAR for GDPR. Audit logs for compliance teams.

Q: How long does implementation take?

Standard rollout 14 days: week 1 (intake + KB training + use cases), week 2 (test + go-live on 20% calls). Scale to 100% over 4-6 weeks with monitoring. For complex enterprise: dedicated implementation manager.

Q: Doesn't this cost more than our current BPO contracts?

BPO costs: €25-40 per agent-hour. Vocito from €999/mo + per-minute usage. For contact centre with 8k calls/day: cost-per-contact drops from €4-6 to €0.30-0.50 (containment) + €15-25 (escalations to in-house). Typically 40-60% cost savings.

Vocito's AI-agent layer handles 60-80% of contact centre calls (FAQ, status questions, simple changes), escalates smart to human for complex + emotional, and delivers real-time analytics. For BPOs and in-house contact centres with 20+ agents. From €999/mo.

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60-80% containment Live in 14 days Smart escalation

What Vocito does for you

Contact centre = volume + repetitive questions + escalations + analytics.

60-80% of calls are repetitive (FAQ, status). People spend time on low-value questions. Escalations poorly triaged. Analytics in retrospect instead of real-time. Vocito orchestrates.

When	Now — manual	With Vocito
Customer calls 'what's my status'	Queue + human agent searches info	AI checks CRM, answers within sec
Customer asks complex (refund policy edge case)	Frontline agent escalates to supervisor	AI triages + routes directly to right expert
Customer emotional (angry, sad)	AI often fails — robotic	AI detects emotion + escalates directly to human with context
Peak hour (12:00-14:00)	Long wait times, customer abandons	AI absorbs 80% of peak, human agents for escalations
Night + weekend calls	Voicemail or expensive shift staff	AI 24/7 for FAQ + status, ticket to team morning
Monthly report for management	Manually compile from 3 systems	Real-time dashboard: volumes, containment rate, NPS, top topics

How it works

Three features for contact centre transformation.

AI-agent layer (60-80% containment)

For every call: AI first line. Handles: status questions, FAQ, simple changes, refund requests within policy, appointment rebook. Tracking + audit of every conversation. For 60-80% of inbound: resolved without human. Cost-per-contact drops from €4-6 to €0.30-0.50.

Smart escalation

AI detects when human needed: emotion (angry, sad), complexity (outside policy), VIP customer, repeated escalation. Routes to right agent (general → tier 2 specialist → manager) with full context (conversation summary, customer history, sentiment). Human agent starts prepared.

Real-time analytics + coaching

Live dashboard: call volume per type, containment rate, average sentiment, top questions, agent performance. For managers: drill-down per agent + coaching suggestions (from AI analysis of human calls). For C-suite: monthly report in 1 click.

Real numbers

"We had 120 agents for 8,000 calls/day. With Vocito's AI layer: containment 72%, so human agents see 2,240 calls/day. Reduced team to 65 agents (rest reskilling). €2.8M/year saved. Plus CSAT +12 points because wait times gone."

VP Customer Service · Telecom enterprise (8k calls/day)

€2.8M

saved/year

+12

CSAT points

Frequently asked

What contact centres ask before they start

Does this work with our contact centre software (Genesys, NICE, Five9, Talkdesk)?

Yes. Native integrations with Genesys Cloud, NICE inContact, Five9, Talkdesk, Amazon Connect. For on-prem (Avaya, Cisco): SIP trunking + CTI integration. CRM data, call routing, agent state: bi-directional.

How do we ensure AI doesn't give wrong answers?

Knowledge base trained on YOUR processes + policies + FAQs. For doubt: AI escalates instead of guessing. Confidence threshold configurable (e.g., 'if < 85% sure, hand to human'). Audit every call. Plus continuous improvement via review loop.

What about compliance (PCI, GDPR, industry-specific)?

Compliance frameworks: GDPR (EU hosting), PCI-DSS Level 1 (for payment calls), HIPAA-aware (for healthcare). Pre-defined regulated flows: KYC for financial, DSAR for GDPR. Audit logs for compliance teams.

How long does implementation take?

Standard rollout 14 days: week 1 (intake + KB training + use cases), week 2 (test + go-live on 20% calls). Scale to 100% over 4-6 weeks with monitoring. For complex enterprise: dedicated implementation manager.

Doesn't this cost more than our current BPO contracts?

BPO costs: €25-40 per agent-hour. Vocito from €999/mo + per-minute usage. For contact centre with 8k calls/day: cost-per-contact drops from €4-6 to €0.30-0.50 (containment) + €15-25 (escalations to in-house). Typically 40-60% cost savings.

70% calls AI. 30% human. -40% costs.

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