Best Practice

AI-Native Contact Center

An approach designed to elevate every interaction, empower operators, and enable a new Customer Experience model that is smarter, more seamless, and focused on delivering value.

We’re reimagining the Contact Center as an adaptive ecosystem where data, people, and AI come together to create every experience.

INDEX

CONNECT

The full context in every interaction

Customers move across channels, moments, and touchpoints while maintaining the same expectation: to be recognized and continue every conversation without having to rebuild the context. Cluster Reply brings together voice, chat, email, WhatsApp, CRM, data, and knowledge into a single operational environment. Information remains accessible throughout the entire relationship, and every interaction contributes to building a shared customer view.

Connect

Voice, chat, email, and digital channels converge in a shared environment integrated with data, CRM, and customer service processes, creating a common foundation that supports every interaction throughout the customer journey.

Recognize

Identity, history, activities, and relevant information accompany every interaction, providing agents with a complete view of the customer and their needs.

Continue

Every transition across channels preserves information, context, and conversation status, ensuring continuity and consistency throughout the entire experience while maintaining the quality of the relationship over time.

Best Practice

Digital Contact Center

Channels, CRM, data, and processes converge in a platform designed for intelligent, personalized, and manageable Customer Service.

Best Practice

WhatsApp Outbound Messaging in Microsoft Dynamics Contact Center

From the first message to a continuous, contextual, and traceable conversation throughout the customer journey.

EMPOWER

Intelligence becomes part of the operational flow

In an AI-Native Contact Center, intelligence is a capability distributed throughout the entire experience. Copilot and AI agents understand context, access knowledge, retrieve information, suggest actions, and collaborate with people to deliver a seamless, timely, and consistent service experience.

Understand

AI agents interpret requests, retrieve data, and identify the context of each interaction, building a reliable information foundation that supports subsequent activities and operational decisions.

Act

AI accesses knowledge, updates cases, and triggers operational workflows, supporting task execution when needed and helping make service delivery smoother and more effective.

Engage

People and AI agents collaborate around the same informational context, bringing complementary capabilities together to support interaction management based on customer needs.

Best Practice

Agentes autônomos no Microsoft Dynamics 365 Contact Center

Specialized AI agents collaborate throughout the assistance process, accessing data, knowledge, and workflows.

Webinar

Leading the Next Era of Contact Centers: AI and Customer Experience

AI, outbound, and Customer Experience in the new models of Customer Service.

EVOLVE

From readiness to the next scenario

An AI-powered Contact Center takes shape through evolving scenarios, activated according to the organization's context, priorities, and objectives. Cluster Reply supports this journey by turning the opportunities offered by technology and business needs into concrete, scalable, high-impact operational capabilities.

Read

We examine customer journeys, channels, processes, data, systems, and operating models to understand how service works today and which opportunities can be activated tomorrow.

Define

We identify the scenarios with the greatest potential and define the most effective path to turn them into concrete, sustainable operational capabilities aligned with the organization's objectives.

Build

We activate an initial measurable scenario and lay the groundwork for future evolutions, maintaining a consistent vision and a clear long-term direction.

EXTEND

When the contact center adapts to the way you work

The Customer Service experience takes shape through everyday processes, operational rules, and the way people collaborate. This is where the Contact Center truly delivers its value.

The extensions we develop are designed to integrate new operational capabilities, tailor the experience and adapt the platform to the specific needs of the organization. From workforce management and conversation governance, to automation and integration with business systems, every component is designed to align service to the way the business operates every day.

WORKFORCE EXPERIENCE

Break Notification - Scheduling adapts to the rhythm of service

The "Break Notification" extends Workforce Management capabilities by introducing break scheduling and real-time notifications directly into the agents' operational experience.

Supervisors and Team Leaders can schedule breaks within workforce scheduling activities, while agents receive a notification directly in the application when it is time to start the break.

From the notification, agents can confirm, postpone, or decline the break without interrupting their work or leaving the operational environment. All actions are automatically recorded and reflected in workforce scheduling

The result is a dynamic and coordinated resources management, that reduces manual activities and keeps scheduling aligned with the operational needs of the Contact Center.

Customer Engagement

Callback Request from a Chat - From digital to conversation

Customers can request a callback through "Callback Request from chat" directly during a chat conversation or within a self-service experience as part of a digital journey.

The request is integrated into existing operational flows, enabling the transition to phone support without starting a new interaction or repeating information that has already been shared.

The result is a seamless customer journey that naturally connects digital channels with human support while preserving continuity and context.

Connected Workspace

Back System integration - Context always within reach

"Backend System Integration" brings business applications and systems directly into the Contact Center experience, making information and processes available without interrupting agents' workflow.

Through an integrated panel, agents can access data from external systems, update information, and interact with business applications without leaving their workspace. From simple read-only views to more advanced bidirectional integrations, everything remains accessible within a single operational experience.

The result is faster access to information, fewer transitions between applications, and smoother processes throughout the entire customer interaction.

Service Availability

On Duty Agent - The right people when needed

The "On Duty Agent" estension expands the Contact Center's operational coverage through configurable availability and on-call models.

By defining dedicated shifts and designated resources, interactions can be automatically routed to available personnel when specific conditions occur.

This capability is particularly valuable for critical services, specialist support, and scenarios that require operational continuity beyond traditional service hours.

Conversation Governance

Retention Recording & Transcript - Keeping conversations according to your own rules

Through "Retention Recording & Transcript", advanced policies for retaining recordings and transcripts can be introduced, making it possible to manage the entire lifecycle of information generated by the Contact Center in a structured way.

Different retention periods can be defined according to the organization's operational, regulatory, or business requirements, automating content management over time.

This approach makes it possible to keep recordings and transcripts available when needed, while simplifying governance and information management.

Conversation Governance

Hide Transcript & Recording - Visibility for sensitive information

"Hide Transcript & Recording" introduces advanced controls for managing the visibility of recordings and transcripts within the Contact Center.

Access to content can be restricted based on roles, responsibilities, and corporate policies, ensuring that sensitive information is accessible only to authorized users.

This extension strengthens governance and compliance models, helping protect conversational data throughout the entire lifecycle of interactions.

WORKFORCE EXPERIENCE

Agent Groups - From people to insights

With "Agent Groups" you introduce an additional organizational layer within Workforce Management, allowing agents to be grouped into teams, operational units, or custom business segments.

This structure supports group-level monitoring, analytics, and reporting, providing a clearer view of the performance and operational dynamics of different teams.

It also provides flexible management of data visibility and governance: supervisors and team leaders can work with aggregated workforce information without needing to access individual agent details, addressing specific organizational and compliance requirements.

The result is a structured view of operational activities and a greater ability to turn workforce data into actionable insights that support decision-making.

Journey Orchestration

Preferred Queue Routing - Different paths for different needs

"Preferred Queue Routing" introduces dedicated routing rules that create specific paths for customers, services, or particular business scenarios.

When predefined conditions are met, interactions can be automatically directed to preferred queues or customized management models.

This approach enables more personalized experiences, supports differentiated service levels, and maintains greater operational consistency throughout the entire customer journey.

Operational Automation

Inherit Field from Conversation - A starting point that is already complete

By using "Inherit Field from Conversation", you can automatically transfer the information gathered during a call or chat conversation into the case.

The data is inherited directly from the interaction, reducing repetitive tasks, manual entries, and potential compilation errors.

Operators have a more complete context from the start and can focus on managing the request, speeding up the path to resolution.

Offering

Discovery Assessment

A structured assessment of the current scenario to define priorities, readiness, and an evolutionary roadmap.

IN ACTION

Where vision meets reality

Project experiences show how data, channels, and AI can become part of everyday processes and support new Customer Service models. From multilingual service management to the integration of voice, chat, and CRM, these projects showcase solutions built around real operational needs and designed to evolve over time.

Demonstrate

Every project makes the value of an AI-Native model tangible, showing how data, people, and artificial intelligence can contribute to the creation of new services.

Integrate

Platforms, processes, data, and channels converge into a coherent operational ecosystem designed to address the real needs of the organization and its customers.

Evolve

The solutions introduced generate immediate value and create the conditions to enable new scenarios, new capabilities, and new ways of engaging with customers.

Case Study

Riverty: a Customer Service designed to evolve

AI, omnichannel, and unified workspace support a smoother, scalable service ready to embrace new scenarios.

Case Study

QubicaAMF: Customer Service speaks every language

An intelligent, multilingual omnichannel Contact Center designed to support users and technicians across the EMEA region.

Let's design the next scenario

The AI-Native Contact Center opens up new possibilities for Customer Service: experiences that adapt to context, processes that evolve alongside business needs, and people supported by intelligent capabilities embedded in the operational flow. Together we create the conditions for this evolution to become part of the way the organization creates value, every day.

An integrated digital ecosystem to coordinate workflows and partners of Georgia-Pacific

Case Study

TINA: the AI agent for the banking sector

Best Practice

AI-Native Contact Center

CONNECT

The full context in every interaction

Digital Contact Center

WhatsApp Outbound Messaging in Microsoft Dynamics Contact Center

EMPOWER

Intelligence becomes part of the operational flow

Agentes autônomos no Microsoft Dynamics 365 Contact Center

Leading the Next Era of Contact Centers: AI and Customer Experience

EVOLVE

From readiness to the next scenario

EXTEND

When the contact center adapts to the way you work

Break Notification - Scheduling adapts to the rhythm of service

Callback Request from a Chat - From digital to conversation

Back System integration - Context always within reach

On Duty Agent - The right people when needed

Retention Recording & Transcript - Keeping conversations according to your own rules

Hide Transcript & Recording - Visibility for sensitive information

Agent Groups - From people to insights

Preferred Queue Routing - Different paths for different needs

Inherit Field from Conversation - A starting point that is already complete

Discovery Assessment

IN ACTION

Riverty: a Customer Service designed to evolve

QubicaAMF: Customer Service speaks every language

Transforming field assistance with AI

VIVI energy: listening, closeness to the territory, and innovation for growth

AI for knowledge management: the engine of customer service

I-LTE: intelligent application support

An integrated digital ecosystem to coordinate workflows and partners of Georgia-Pacific

TINA: the AI agent for the banking sector