The AI Native Contact Center Brain
A complete AI first contact center platform built from the ground up. AI handles calls, humans handle exceptions, and the platform manages everything: routing, workforce, compliance, and analytics.
Platform Architecture
How a call flows through the Genesis AI platform.
Connectivity
Calls arrive via SIP trunk or web channels onto a private WebRTC media server
AI Voice Agent
Handles the full conversation (customer service, inquiries, complaints, and FAQs) autonomously
Human Escalation
When needed, connects the customer to a human agent via WebRTC Softphone with full context and history
CRM & Workforce Management
The AI documents everything in the CRM automatically, feeding workforce management for scheduling and insights
Core Modules
Every capability you need to run an autonomous contact center, integrated into a single platform.
AI Voice Agents
AI handles 100% of inbound calls. Supports 20+ Arabic dialects with intelligent handoff when needed.
- Autonomous conversation handling
- Thousands of app integrations
- Multi-dialect Arabic support
Agent & Supervisor Portal
One portal for everything: softphone, call controls, live transcripts, AI summaries, and real-time dashboards.
- Browser-based softphone, no hardware needed
- Live transcripts and AI call summaries
- Supervisor dashboards and real-time monitoring
AI Workforce Management
Automated forecasting, scheduling, and real-time adherence tracking.
- Demand forecasting and schedule proposals
- Skills-based agent matching
- Real-time adherence tracking
Intelligent Queuing & Routing
Multiple routing algorithms, VIP priority, and smart escalation rules.
- Skills-based and priority routing
- VIP tier and preferred agent assignment
- SLA escalation and callback management
Built-in CRM
Every call is automatically documented with full context, history, and AI-generated summaries.
- Auto-logging of every interaction
- Full conversation history and context
- AI-generated call summaries and notes
Compliance & Security
Enterprise-grade security with HIPAA, GDPR, and PCI-DSS compliance built in.
- End-to-end encryption
- PII auto-redaction and audit logs
- Configurable data retention policies
SIP & WebRTC Engine
Flexible call connectivity with SIP trunking and browser-based softphone.
- SIP trunk management and direct PSTN connectivity
- Browser-based softphone, zero hardware
- Call quality monitoring
Everything You Need to Automate
Comprehensive voice automation features designed for modern businesses
Intelligent Call Handling
Voice-Controlled Virtual Assistant
Automated Scheduling
24/7 Order-Taking Hotline
Proactive Renewal / Upsell Calls
Post-Service Feedback Surveys
24/7 Availability
POS Integration
Technical Specifications
Engineered for reliability, speed, and enterprise-grade security from the ground up.
| Specification | Value |
|---|---|
| AI Response Latency | < 1.5 seconds per turn |
| Initial Greeting | < 2 seconds |
| Uptime Target | 99.9% |
| Arabic Dialects | 20+ |
| Concurrent Calls | Hundreds per tenant |
| Deployment | On-prem (K8s), evolves to hybrid/cloud |
| Telephony | SIP + WebRTC, custom dispatch rules |
| Compliance | HIPAA, GDPR, PCI-DSS |
See it in action
Book a platform demo and see how Genesis AI transforms your contact center.