AI-LED CONTACT CENTRE SERVICES
Every Conversation, Smarter. Every Channel, Connected.
CX Nova is 3i Infotech’s AI-led Contact Centre Services proposition: human expertise, omnichannel engagement, conversational AI, and interaction intelligence combined in one governed operating model that modernises how enterprises serve their customers.
Customer expectations have changed. Most contact centres have not.
CX Nova is 3i Infotech’s AI-led Contact Centre Services proposition. It combines human expertise, omnichannel engagement, conversational AI and intelligent self-service, real-time agent assist, interaction analytics, contact centre technology, and managed operations in one governed model, bridging the gap between technology vendors who lack operational execution and traditional outsourcing that lacks intelligence.
Human and AI collaboration. Not Headcount and not just a BOT.
Frameworks that connect capability to measurable value.
Operating assets drawn from the CX Nova proposition and live regulated-sector delivery.
CX Nova Value Framework
OPERATIONAL, FINANCIAL & CX IMPACT
A structured framework linking every capability to operational, financial, and customer experience impact, used to sequence transformation by measurable value.
Digital Command Centre
INSIGHT-DRIVEN OPERATIONS
Real-time performance dashboards and insight-driven operations governance across service levels, quality, and productivity.
Integration Toolkit
PLATFORM & CRM CONNECTIVITY
Hybrid integration patterns connecting contact centre tooling with client core systems, customised CRMs, and third-party platforms, built from live operations.
Quality & Coaching Frameworks
PEOPLE PERFORMANCE
Structured hiring, training, mentoring, and performance-linked practices, with dedicated quality teams monitoring recorded interactions.
Operator and technologist in one. Human and AI by design.
Traditional outsourcing brings people without intelligence. Technology vendors bring tools without operational execution. CX Nova is built to bridge that gap, combining AI-powered CX technology with governed BPS delivery.
Operator & Technologist Together
AI-powered contact centre technology and operational delivery under one accountable model, so the platform and the people who run it are never at odds.
Human + AI by Design
AI absorbs the routine and augments the live conversation. People handle complexity, empathy, and high-value engagement. Neither replaces the other.
Quality Across Everything
Automated QA designed to extend quality monitoring from sampled audits towards coverage of the whole operation, with real-time speech analytics and objective scoring.
Domain-Deep Operations
Contact centre delivery grounded in years of regulated BFSI operations, where compliance, auditability, and accuracy are non-negotiable.
Governed Delivery
Transition management, SLA governance, command-centre reporting, and continuous improvement as standard, not add-ons.
Maturity-Led Transformation
The CX Nova maturity model sequences AI adoption stage by stage, so investment lands where the operation is ready for it.
Built on live, high-volume Customer operations.
Monthly Customer Calls Supported
0
K+
Voice Operations Specialists
0
+
Support Coverage
24x7x
0
Years in BPS Delivery
0
+
Cloud-native platform. Intelligence layered in. People enabled throughout.
Cloud CCaaS
Unified Agent Desktop
Conversational AI
Agentic AI & Email Automation
Speech & Sentiment Analytics
Automated QA
CRM Integration
Digital Command Centre
The CX Nova operating model runs on a cloud-native CCaaS foundation with elastic scaling and straightforward continuity replication, a unified omnichannel layer for routing and reporting, and an AI and intelligence layer spanning conversational AI, agentic AI for workflow execution under governance, sentiment and experience analytics, and real-time agent assist. Technology enables people at every level; it does not replace human judgment on complex interactions.
Connected propositions across the enterprise.
Intelligent Operations Services
HyperOps brings AI, automation and governed delivery to back-office, transaction-processing, onboarding, claims, KYC and document-intensive operations.
Know More
RTA Next
Registrar and Transfer Agent servicing for capital markets, delivered as a dedicated proposition.
Know More
Information Security
Governance, risk, privacy, identity, data protection and resilience services that turn information security into a business enabler.
Know More
NuRe Intelligence
AI, GenAI and Agentic AI strategy, accelerators and governance that take use cases from pilot to production across every CoE.
Know MoreCommon questions about AI-led Contact Centre Services.
What are AI-led Contact Centre Services?
Contact centre services in which AI is embedded across the operation: conversational AI and self-service absorbing routine contacts, real-time assistance for live agents, analytics across every interaction, and automated quality monitoring, combined with human expertise, omnichannel platforms, and managed operations under one governed model.
What is CX Nova?
CX Nova is 3i Infotech’s AI-led Contact Centre Services proposition. CX represents the full spectrum of customer experience management across channels and interactions; Nova reflects the new wave of intelligence transforming contact centre operations. It brings AI-powered CX technology and operational BPS delivery together in one operating model.
How is this different from traditional contact centre outsourcing?
Traditional outsourcing scales through people and reports reactively. CX Nova scales through automation and intelligence: routine interactions automated, agents assisted in real time, quality monitored across the operation, and insight delivered continuously, with particular depth in banking, financial services, and insurance.
What can conversational AI handle, and when do people step in?
Voicebots and chatbots resolve routine queries using natural language understanding and self-service flows across digital channels, with availability around the clock. Interactions are handed off intelligently to human agents whenever complexity, sensitivity, or customer preference requires it.
How does real-time agent assist work?
AI analyses the live conversation and supports the agent as it happens: retrieving knowledge automatically, suggesting next-best actions and responses, prompting on compliance and scripts, and displaying contextual customer information, reducing handling time and improving first-contact resolution.
What do interaction analytics cover?
Speech, text, and sentiment analytics across customer conversations: emotion and intent detection, identification of service experience gaps, satisfaction insight, and CX trend reporting that gives leadership answers about what customers actually feel.
How is quality managed?
Through automated QA scoring across interactions, script adherence and compliance monitoring, and quality analytics dashboards, reducing dependency on dedicated quality teams, structured coaching, and performance-linked people practices.
Which platforms does CX Nova use?
CX Nova runs on cloud-native CCaaS foundations with CRM and core-system integration, conversational AI, and analytics tooling matched to each client environment.
How does a transition to managed contact centre operations work?
Through structured transition management: knowledge capture, process documentation, phased cutover, and governance setup, followed by SLA-managed operations with digital command-centre reporting and a continuous improvement cadence.
Get Started Now