THE VOICE AI REVOLUTION IN CONTACT CENTERS

Customer Engagement: From Reactive to Proactive
Omnitelecom is at the forefront of a sweeping transformation in customer service, where intelligent voice agents, seamless data integration, real-time analytics and scalability join forces to deliver exceptional customer experiences and operational excellence.

Company CEO Roni Shtemler highlights the shift. "Contact centers are undergoing radical transformation through integration of Voice AI technologies," he says. "The use of voice AI agents improves service delivery and performance, reduces costs and boosts ROI."

The real game-changer, he points out, is seamless integration with enterprise data systems."This allows both AI bots and human agents to operate with full contextual awareness, eliminating the need to repeatedly request basic information," Shtemler explains. "The system can access a user's history to personalize calls in real-time, whether they concern billing queries, account updates, personal detail edits, scheduling or complex configuration changes. This integration drives higher efficiency, significantly improves service quality and unlocks new business opportunities."

Smart Monitoring and Real-Time Problem Solving
Omnitelecom's flagship product, tokomni, goes beyond cloud telephony by actively monitoring, analyzing and managing all customer interactions within the contact center. For over two years, incoming conversations have been transcribed and thoroughly analyzed, powering everything from real-time issue detection and trend-spotting to performance feedback and strategic insights, all aimed at boosting sales effectiveness and continuously supporting service representatives.

"The system allows managers to extract business insights in real time, and detect problems during the interaction, before they escalate," explains Shtemler. "Managers can address any service issue before it causes damage." Features like conversation scoring, keyword tracking, and on-the-fly guidance help maintain consistently high-quality service delivery.

A Self-Learning Platform with Flexible Staffing Advantages
Deploying AI voice agents offers many organizational and financial advantages, including:

● Reduced reliance on human labor and associated costs.
● No additional training or physical workspace is required, minimizing overhead.
● Rapid scaling of agent capacity during peak demand periods, such as sales campaigns and seasonal spikes.

Omnitelecom envisions human and AI agents working in harmony, with conversations transitioning seamlessly from a voice AI agent to a human when necessary. As a self-learning system, the AI algorithm constantly evolves based on human interactions and scripted workflows. Another key advantage is the production of data used for training AI models. tokomni can train on its own internally generated data, continuously improving its accuracy and responsiveness.

From Software Startup to Global Communications Leader
Established in 2003 as a modest software company, Omnitelecom has grown into a global provider of advanced cloud communications solutions, serving thousands of clients across sectors that include healthcare, security and emergency services. It offers everything from IVR systems and voice authentication to emergency alerts and cloud PBX solutions, all customized in-house to each client's unique needs.

Global Infrastructure, In-House Innovation
The company supports its diverse service traffic through a globally distributed network of servers and telecommunications switches, all developed in-house by its R&D teams, both in Israel and abroad. The company also maintains a dedicated AI department. Headquartered near the Tel Aviv Stock Exchange in Ramat Gan, Omnitelecom currently employs some 80 people. Its operational philosophy prioritizes close client collaboration from the optimization stage through top-performance delivery, ensuring economic efficiency and maximum productivity.

tokomni: A Continuously Evolving SaaS Flagship
Launched nearly three years ago, tokomni has evolved well beyond a cloud-based PBX. Designed to meet modern organizational needs, this SaaS interaction-management system leverages Omnitelecom's expertise in cloud telephony and global communications to deliver a comprehensive solution. Among its key features are:

• Comprehensive performance metrics, such as call duration tracking and service quality.
• Omnichannel support across phone, WhatsApp, Facebook, email and Instagram, all under a unified, user-friendly interface.
• AI enhancements, including real-time transcription and sentiment analysis, guiding agent responses and elevating customer experience.

AI-Powered Customer Support
The integration of AI capabilities propelled tokomni to the next level. Voice AI agents analyze conversation content in real time, providing solutions directly and advising human agents on responses based on the organization's knowledge center, as well as customer history, intent and tone. These agents can autonomously schedule appointments, update records and route calls to human agents, serving as powerful assistants that free employees to focus on more complex tasks.

Built for the Distributed Workforce
tokomni's native cloud architecture empowers both managers and agents to operate efficiently from anywhere via laptop, phone or the app itself. AI capabilities enhance managerial oversight even when teams are remote. For off-site employees using personal devices, every call is transcribed and linked to centralized data repositories, enabling flawless documentation, summary generation and protection against knowledge loss.

Real-Time Quality Oversight & Business Insights
tokomni's core strength lies in its advanced monitoring and analytics. Every conversation is automatically transcribed and analyzed, allowing managers to identify issues as they happen during calls, rather than after the fact. Analytics deliver call-quality scores and behavioral insights (such as whether new services were offered) to enable real-time coaching and improvement.

Scalable, Secure, and Reliable AI Deployment
Integrating AI into tokomni brings considerable business and operational benefits:

• Reduced reliance on human staff availability, lowering labor and infrastructure costs.
• Scale on demand, instantly expanding capacity for high-volume periods like sales campaigns or seasonal peaks.
• AI agents are always available and undeterred by fatigue or staffing shortages. They empower but do not replace human agents.

Advanced Governance and Security
Built to ISO 27001 standards, tokomni's security framework protects sensitive data, controls access hierarchically and includes innovative tools such as searchable interaction logs, customizable dashboards and robust reporting. This ensures that all interactions across all channels are both secure and fully auditable.

Adoption Across Industries and Global Markets
tokomni adapts easily across industries, including retail, real estate, transportation, services and others. Its cloud-native design, multi-language voice AI capability and flexible interface make it ideal for global rollouts across diverse languages, cultures, and regulatory environments.

Elevator Pitch: tokomni's Value Proposition
"By unifying all communication channels into a single all-in-one system, tokomni delivers unparalleled cost savings, operational efficiency and a truly optimized customer journey," says Shtemler. "From real-time insights to staff guidance and quality control, all integrated and always secure, there is currently no comparable solution that analyzes and acts on interaction data with the precision and speed that tokomni offers."

In collaboration with Omnitelecom

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