Connect AI to the systems and workflows that actually move customer work forward.
DCX helps automate repeatable contact center processes using APIs, Data Actions, CRM integrations, routing logic, notifications, and downstream workflow triggers.
What we build
Focused AI capabilities designed to fit into the same contact center, integration, analytics, and operating model your teams already use.
Workflow orchestration
Connect contact center events to downstream actions, business rules, and operating processes.
Routing automation
Use customer context, intent, and business data to influence routing or self-service decisions.
CRM & case updates
Write supported outcomes, dispositions, notes, or interaction context back to downstream systems.
Proactive workflows
Trigger supported customer communications or follow-up actions from business or interaction events.
Post-interaction automation
Reduce manual wrap and follow-up work through supported summaries, notifications, and updates.
Failure handling & control
Design retries, exceptions, logging, reconciliation, and clear ownership when automation fails.
High-impact automation use cases
The strongest candidates are repeatable processes with clear inputs, decisions, integrations, and measurable outcomes.
Data lookup before routing
Retrieve customer or account context before a queue or workflow decision is made.
Case & CRM write-back
Record interaction outcomes or supported workflow updates in downstream systems.
Notifications & follow-up
Trigger messages, follow-up actions, or operational notifications based on business events.
Intent-driven workflow
Use bot or AI classification to initiate a supported action or route the interaction appropriately.
Post-call processing
Automate repetitive wrap, notes, or downstream workflow steps where the platform supports it.
Exception management
Route failures into a visible, supportable process instead of silently dropping the workflow.
Automation needs an operating model
Reliable automation requires more than a trigger and an API call. We design the data contract, business rules, exception paths, monitoring, and ownership around the workflow.
- Process mapping— document triggers, decisions, dependencies, and manual work being performed today.
- Integration architecture— define APIs, Data Actions, middleware, transformations, and write-back behavior.
- Business rules— clarify what can be automated and where human review is still required.
- Exception handling— design retries, failure paths, reconciliation, and support visibility.
- Analytics— measure completion, failure, fallback, escalation, and downstream outcomes.
Our delivery process
Map the process first, then automate only the parts that can be made reliable and supportable.
Map
Document the current process, systems, events, decisions, and repetitive manual work.
Design
Define integration patterns, AI decision points, business rules, exceptions, and ownership.
Implement & validate
Build the workflow, test end to end, and validate failure scenarios before production.
Operate & improve
Monitor automation health, resolve exceptions, measure outcomes, and refine over time.
FAQs
Quick answers to common questions about this AI capability.
Can automation write back to our CRM?
Yes, when appropriate and supported. We define the update behavior, validation, and error handling before enabling write workflows.
Do we need middleware?
Not always. Some use cases can use direct APIs or platform Data Actions; others benefit from middleware for transformations, orchestration, reliability, or monitoring.
Can AI make routing decisions?
AI or intent signals can be part of routing logic, but the decision model should be explicit, testable, and measurable.
How do you prevent failed automations from disappearing?
We design observable failure handling with logging, retries, reconciliation, and clear operational ownership.
Ready to automate the work behind the interaction?
Tell us where your agents or operations teams repeat the same steps today. We’ll map the workflow, identify what can be automated safely, and connect it to the systems that need to participate.