Contact Centers & CX Outsourcing
Contain costs, raise CSAT, and coach every agent in real time with AI voice analytics and workflow automation crafted by leaders who have built call-center platforms from the inside.
Book a CX AssessmentDeliver Automation Backed by Call-Center DNA
Our founder began his managerial career at a leading call-center software company—giving us firsthand knowledge of how quickly brand trust erodes when QA can’t keep pace or bots sound off-script.
Softmax pairs that operational experience with speech scientists and ML engineers to consolidate CX data, codify human checkpoints, and launch AI programs that feel on-brand from the first live call. In 6-8 weeks we stand up production pilots with sub-second feedback loops, full audit trails, and measurable containment lift.
Contact Center Launch Kit
- Intent and journey discovery tied to cost-per-contact, CSAT, and regulatory obligations
- Voice, knowledge, and integration blueprint with human takeover and coaching checkpoints
- Pilot spanning low-latency voice analysis, AI agents, or QA automation with red-teaming baked in
- Runbooks so supervisors, QA, and workforce teams can iterate without engineering bottlenecks
Where We Focus First
Programs built to show measurable containment, compliance, and productivity improvements fast.
Virtual & Voice Agents
Design multilingual chat and voice bots that resolve top intents, escalate gracefully, and log every action for QA.
Agent Copilots
Provide real-time coaching, call summaries, and suggested replies inside the tools your agents already use.
Back-Office Automation
Automate follow-up tasks, knowledge updates, and ticket routing so resolutions stay fast and accurate.
Voice & Sentiment Analytics
Surface trends, compliance risks, and coaching opportunities across millions of conversations in near real time.
Contact Center Wins
Challenge → Solution → Impact proof from teams balancing automation with coaching and compliance.
Simulated Agent Voice Training
Real-time voice coaching prepares agents before they ever hit live queues.
- Challenge: Trainers could not deliver feedback at the pace trainees practiced, and existing tools lacked meaningful benchmarks.
- Solution: Low-latency LLM and speech-to-text stack measuring pitch, pacing, word choice, and sentiment with actionable prompts.
- Impact: 180 ms feedback loops and the first benchmarking system comparing cohorts by gender and training center.
Western Canada Insurance Brokerage
Streaming QA analytics keep every queue on brand and compliant.
- Challenge: Supervisors could only review a handful of calls and escalation policies were applied inconsistently.
- Solution: Streaming call analytics with automated alerting, scorecards, and on-demand human takeover guidance.
- Impact: QA coverage jumped to 100% of calls while supervisors intervene in minutes instead of days.
Outcomes We Commit To Upfront
Why CX Leaders Choose Softmax
Operator DNA
Decades of call-center experience mean we design automations supervisors trust and agents actually adopt.
Designed for Brand & Compliance
Conversation flows, tone, and escalation paths are crafted with your brand promise and regulators in mind.
Senior Builders, Seamless Integration
Speech, NLP, and automation specialists partner with your CX, IT, and WFM teams while wiring CCaaS, CRM, knowledge, and QA systems together.
Measurable ROI
Dashboards track containment, AHT, CSAT, and agent productivity so executives see the business impact.
Contact Center Delivery Framework
A collaborative approach that keeps legal, CX, and engineering aligned from discovery through scale.
Opportunity Alignment
Identify high-impact intents, KPIs, and compliance constraints with stakeholders across CX, legal, and IT.
Knowledge & Integration Blueprint
Map CCaaS, CRM, knowledge, and escalation policies with governance and data residency built in.
Build & Evaluate
Develop bots, copilots, or analytics pipelines with automated red-teaming and QA loops.
Launch & Scale Enablement
Launch to representative queues, measure outcomes, and expand with training, change management, and optimization support.
Ready to Reimagine Your Contact Center?
Let’s co-design a pilot that proves containment, CSAT, and compliance gains fast.
Optimize My Contact Center