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AI-Enabled Platform for Intelligent Decisions

itelligence® bridges the gap between human and digital workforces, delivering a dynamic suite of AI-driven tools and data solutions that power itel’s global operating model. Designed for both voice and non-voice contact center support, itelligence® inludes advanced QA and sentiment capabilities that elevate the customer experience (CX).

By analyzing trends and surfacing real-time, actionable insights, itelligence® empowers teams to enhance performance and execute precise decision-making through intuitive, visualized intelligence that drives business performance.

AI-ENHANCED INSIGHTS

Transform Insight into Action, Every Time

Knowledge is power, but only if you act on it. Your contact center data is one of your most valuable assets. It can predict, enhance, and guide smarter decisions. itelligence® breaks down data silos between your CX leaders, your teams and your customers, turning every conversation into crystal clear insights.

  • Analyze 100% of voice and non-voice interactions
  • Improve QA coverage without adding headcount
  • Spot emerging issues before they escalate
  • Increase CSAT and customer lifetime value
  • Understand what drives customer loyalty and churn
  • Optimize training and performance with conversation data

Quality Data, Transformative Results

Core AI Capabilities of itelligence®

Real-Time Transcription

Converts voice and non-voice into structured text with 95%+ accuracy and built-in PII redaction.

Speaker Separation

Distinguishes agent and customer speech to assign sentiment, behavior, and scoring.

Multilingual & Dialect Support

Understands accents and regional nuances for global QA accuracy.

Custom Vocabulary

Learns your brand terms to improve transcription.

Intent & Entity Detection

Identifies customer goals and key terms for smarter automation.

Sentiment & Emotion Modeling

Detects tone, emotion, and escalation risk across the conversation.

Advanced Call Summarization

Generates auto summaries, action items, and resolutions for each interaction.
itelligence® FEATURES

AI Solutions for an Elevated Experience

Every outcome depends on agent performance, strong leadership, and data accuracy. Our AI system enables client experience features built to drive the outcomes that shape exceptional customer experience (CX) and advance the employee experience (EX).

Ensure Quality at Scale

QA & Scoring

Automatically evaluate 100% of interactions with AI-driven scoring, real-time issue detection, and fully customizable QA logic so you can scale consistency without sacrificing quality.

  • Precision Call Scoring
  • Automated Issue Detection
  • Dual Scoring View
  • Custom Scorecard Logic

Improve Every Interaction

Conversation Optimization

Uncover key conversation patterns, missed opportunities, and resolution blockers using AI insights to improve CX outcomes and empower more efficient agent delivery.

  • Conversational Flow Analysis
  • Call-to-Action Tracking
  • Key Moment Detection
  • Issue Resolution Mapping

Understand Customer Emotion

Sentiment & Satisfaction

Track emotion in real time and over time to uncover friction, detect escalation risk, and better understand what drives customer satisfaction or churn.

  • Real-Time Sentiment Analysis
  • Speaker & Sentiment Mapping
  • Tone Shift Detection
  • Sentiment by Moment
  • Sentiment Trend Tracking
SHAPING THE FUTURE

Meet itel’s Super Agent© — It’s not what you think

Our Super Agents© are masters of the moment, redefining what it means to work in a contact center. They don’t just react, they anticipate, using AI to deliver faster, smarter solutions. These professionals may not be superhuman, but with tech as their “insight engine”, they are Super Agents© – reshaping the future of the contact center agent. With AI handling the routine, they specialize in what they do best — delivering personalized, and on-brand interactions that build lasting loyalty.

Ready to see our AI solutions in action?

itelligence® is the AI Core of our Global Operating Model

itel’s Global Operating Model is a dynamic, multi-layered framework that unites partnership, people-centric experience, agile delivery, and data-driven performance. Powered by itelligence®, it creates a continuous feedback loop where every interaction fuels real-time optimization across recruitment, training, and program execution. Data flows seamlessly between CX teams and leaders, turning insights into action and performance into progress.

itelligence® Powers CX Delivery at Scale

Case Studies

itelligence® Uses AI to Harness the Power of Contact Center Data

Learn how itel's itelligence® is using advanced AI to provide clients with superior customized analytics that enhance efficiency, performance, and customer satisfaction.
DATA IS FOR EVERYONE

itelligence® is for Quality-Driven Digital Evolution

Not every AI solution is built the same. Our custom solutions protect your data while giving you the flexibility to adapt to your business needs.

It’s not just about keeping up—it’s about moving forward.

See the difference.