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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.

Omnichannel Engagement
Conversational AI
Agent Assist
Interaction Analytics
Managed Operations
Audit Automation
Email Automation

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.
Contact Centre Advisory & Transformation

Current-state assessment against the CX Nova maturity model, channel and automation strategy, operating-model design, and a sequenced transformation roadmap.

Outcome:A modernization path sequenced by Business Value, enabled by the right technology.

Omnichannel Customer Care

Voice, chat, email, social media, mobile app, video, and web channels unified with intelligent routing, queue management, and customer journey continuity.

Outcome:Reduce repetition and keep context as customers move between channels.

Conversational AI & Intelligent Self-Service

Voicebots and chatbots with natural language understanding, self-service across digital channels, and and intelligent hand-off to human agents, alongside intelligent email automation: NLP and LLM-based interpretation, automated ticket allocation, response generation, and backend integration for resolution.

Outcome:Increase automated resolution of routine contacts, including email.

Real-Time Agent Assist

Live conversation analysis, automated knowledge retrieval, next-best-action recommendations, compliance prompts and script guidance, and contextual customer information during interactions.

Outcome:Faster resolutions and more consistent answers across agents.

Interaction Intelligence & Analytics

Speech, text, and sentiment analytics across interactions, emotion and intent analysis, identification of service experience gaps, and CX trend dashboards for leadership.

Outcome:High volumes of conversations turned into usable insight.

Audit Automation & Workforce Optimisation

Automated QA scoring across interactions, script adherence and compliance monitoring, agent performance management, workforce optimisation, coaching, and training.

Outcome:Quality visibility expanded far beyond sampled audits.

Contact Centre Technology & Platform Integration

Cloud CCaaS platform enablement, CRM and core-system integration, unified agent desktop, and centralised administration, routing, and reporting.

Outcome:One connected platform instead of stitched systems.

Managed Contact Centre Operations

Transition management, round-the-clock operations, service-level management, delivery governance, digital command-centre reporting, and continuous improvement.

Outcome: An operation run to outcomes, with governance you can see.

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.

AIOps

Intelligent Operations Services

HyperOps brings AI, automation and governed delivery to back-office, transaction-processing, onboarding, claims, KYC and document-intensive operations.

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Cyber Security

Intelligent Automation

Enterprise RPA, intelligent document processing, and business-process automation beyond the interaction automation on this page.

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Digital Workplace

Data & Analytics

Data platforms, BI, and analytics that extend interaction intelligence into enterprise-wide customer insight.

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Application Engineering

Application Engineering

Engineering and integration for the CRM, portal, and digital channels the contact centre connects to.

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Data & Analytics

Digital Workplace Services

Employee-facing service desk and workplace support, distinct from customer-facing contact centre operations.

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Enterprise Applications

Quality Engineering

Independent testing and assurance for the platforms and integrations behind customer engagement.

Know More
AIOps

Intelligent Operations Services

HyperOps brings AI, automation and governed delivery to back-office, transaction-processing, onboarding, claims, KYC and document-intensive operations.

Know More
Cyber Security

Intelligent Automation

Enterprise RPA, intelligent document processing, and business-process automation beyond the interaction automation on this page.

Know More
Digital Workplace

Data & Analytics

Data platforms, BI, and analytics that extend interaction intelligence into enterprise-wide customer insight.

Know More
Application Engineering

Application Engineering

Engineering and integration for the CRM, portal, and digital channels the contact centre connects to.

Know More
Data & Analytics

Digital Workplace Services

Employee-facing service desk and workplace support, distinct from customer-facing contact centre operations.

Know More
Enterprise Applications

Quality Engineering

Independent testing and assurance for the platforms and integrations behind customer engagement.

Know More

Common 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.
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Modernise the channels. Automate the routine. Augment the humans. Measure everything.

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