AI agents that handle customer conversations on the phone, email and texts. Not chatbots that read FAQs, but agents that take action in your business systems.
Contact centre software has changed fundamentally. The old model of routing calls to human agents and measuring average handle time is giving way to AI-first architectures where AI handles the majority of contacts and humans supervise exceptions. Here is what matters when choosing a platform for the next generation of customer operations.
Customers contact you via phone, email, chat, WhatsApp, and SMS. Your platform must handle all channels natively, not through bolt-on integrations with separate interfaces. True omnichannel means a single conversation thread follows the customer across channels, so they never repeat themselves.
Most contact centre AI products help human agents work faster. The next generation replaces routine human work entirely. Look for AI agents that can look up records, create cases, book appointments, and trigger workflows during live conversations, not just suggest canned responses to human operators.
A contact centre that is disconnected from your CRM and operations systems creates data re-entry and context loss. Choose a platform where customer communications flow directly into your case management and workflow systems without middleware or manual data transfer.
You need visibility into response times, resolution rates, and channel performance. Look for built-in SLA tracking that measures performance against your targets, identifies bottlenecks, and provides the management information your operations team needs to improve service quality.
Not every contact should go to the same place. Your platform should route contacts based on intent, urgency, customer value, and agent availability. When AI cannot resolve a query, escalation to a human should include full conversation context so the customer does not start over.
Customer conversations contain sensitive personal data. Your platform needs UK data residency, encryption at rest and in transit, PII handling controls, and compliance with regulations relevant to your industry. For financial services, this includes FCA-compliant call recording and audit trails.
Purpose-built capabilities for contact centre software operations, not generic templates you have to work around.
AI agents that handle customer conversations on the phone, email and texts. Natural language understanding, tool use during conversations, and the caller put through to your team when they need a person.
Each incoming email is sorted into one of twelve kinds and against your own workflows, with the details pulled out and a draft reply waiting for a person to approve.
Conversation counts, average length and outcomes by channel and status, alongside SwiftCase's SLA dashboards for the work behind them.
Customer conversations connect directly to SwiftCase case management and workflows. Cases are created and records updated during the conversation, so nobody types it up afterwards.
Screenshots
The sun and moon switch a screen between light and dark, and a click opens it full size.
See all 77 screens in the product tourWhether by phone, text or email, the contact reaches a Switchboard AI agent set up for your business.
The AI agent understands intent, asks clarifying questions, looks up customer data, and takes action. Callers checked, cases created, and records updated during the conversation.
Each change the AI makes lands in SwiftCase and is logged on the case. Cases created or updated, and your workflow picks up from there. No manual data entry after the interaction ends.
When a caller needs a person, the AI puts them through to your team on the number you set. The call summary and outcome are kept in Switchboard, and can be emailed to you when the call ends.
See how teams use SwiftCase for contact centre software across different scenarios.
AI handles the first response on the phone, email and texts. Routine calls and texts resolved automatically. Callers who need a person are put through to your team.
Contact received > AI assesses intent > routine: resolved by AI > complex: put through to your team
Natural-sounding AI voice agents handle inbound calls with real-time speech recognition and barge-in support. Callers can interrupt, ask follow-up questions, and have natural conversations. No menu trees or IVR systems.
Call received > AI answers naturally > intent understood > action taken > case updated > outcome recorded
When a customer asks for a callback or a case needs chasing, SwiftCase asks Switchboard to make the call. It gets through phone menus, leaves a message if an answering machine picks up, and updates the case with what it learns.
SwiftCase asks for a call > AI calls > conversation completed > outcome recorded > case updated
Switchboard keeps a summary and outcome of each call, records calls when you switch it on, and can email you the details and transcript when a call ends. Changes it makes to a case are logged there.
Call completed > summary and outcome written > details emailed if set up > case changes logged
Traditional contact centre software routes calls to human agents and uses AI to assist them. SwiftCase takes an AI-first approach where Switchboard AI agents handle routine customer contacts directly, taking action in your business systems during the conversation. Humans supervise and handle exceptions rather than processing every interaction manually.
Switchboard handles the phone (inbound and outbound calls with natural AI voices), texts (two-way conversations, with the AI replying) and email (sorting, extraction and drafted replies for a person to approve). Web chat and WhatsApp are on the way. All of them connect to the same SwiftCase data.
Yes. Switchboard voice agents use advanced speech-to-text and text-to-speech technology to hold natural conversations. Callers can interrupt mid-sentence (barge-in), ask follow-up questions, and change topic. The AI understands context and intent, not just keywords. When a call needs a person, it puts the caller through to your team.
SwiftCase does not charge per agent seat, which means you can add supervisors, quality reviewers, and specialist handlers without increasing your software cost. The platform is priced on usage tiers, and Switchboard is priced on usage, by quote. Either way, adding people to the team does not add to the bill.
Mostly. SwiftCase case records are held in the UK, and Switchboard runs in AWS London. It does call outside services for speech and language (Deepgram, ElevenLabs, OpenAI or Anthropic), so not every step is processed in the UK, and call recordings stay with Twilio. SwiftCase is Cyber Essentials certified, and changes the AI makes are logged on the case.
scales without headcount.
See how Switchboard AI agents handle customer conversations on the phone, email and texts while taking action in your business systems automatically.
