The operational control plane for enterprise contact centers
Unify agent operations, AI, and quality across the stack you already run
Extend the CCaaS and CRM stack you already run with one agent workspace, governed AI orchestration, and CI/CD for IVR — without a migration program.
SSO·AES-256·Immutable audit logs·PCI recording controls·SOC 2 Type II in progress
Design partner program
Now onboarding enterprise contact center teams
What OCXCenter is
A control plane — not another CCaaS rip-and-replace
OCXCenter is
- ✓Agent workspace and operational control layer across existing CCaaS
- ✓AI orchestration with governance, testing, and compliance guardrails
- ✓Campaign, QM, and analytics unified across voice and digital channels
- ✓Integration fabric for Genesys, NICE, Five9, Connect, CRM, and telephony
OCXCenter is not
- ✗A greenfield CCaaS rip-and-replace program
- ✗A standalone chatbot or conversational AI builder
- ✗Another CRM or ticketing system
- ✗A consulting SI wrapper without product depth
The transformation
From fragmented operations to unified control
Before OCXCenter
- Agents juggle 6 browser tabs per call
- Manual test calls before every IVR release
- 3–5% call sampling for quality programs
- Recordings in one system, scoring in another
- No single operational source of truth for leadership
After OCXCenter
- ✓One agent workspace with full customer context
- ✓CI/CD-gated IVR deployments with automated regression
- ✓Full-population interaction scoring with human review on exceptions
- ✓Unified audit trail across channels and compliance checks
- ✓Single operations dashboard across your existing stack
The problem
Enterprise contact centers don't fail on channels — they fail on fragmentation
Organizations running Genesys, NICE, Five9, or custom stacks still struggle with disconnected agent experience, ungoverned AI, and compliance gaps across vendor silos.
Agents work across 4–6 systems per interaction
ACD, CRM, knowledge base, QM, cases, and AI tools run in separate tabs with no shared customer context or disposition flow.
AI changes faster than operations can govern
New bots and prompts ship without regression testing, compliance guardrails, or a unified audit trail across channels.
IVR and voice flow changes are slow and risky
Go-live depends on manual test calls. There is no CI/CD for call paths, load validation, or intent regression before production.
Compliance and quality live in separate silos
Recordings, scoring, and audit data sit in different vendor systems — making regulated reporting a manual data pull exercise.
How it works
Three workflows that change how your team operates
Agent Experience
Unified agent desktop
One workspace across Genesys voice, Salesforce cases, and live chat — no tab switching, with real-time AI assist and disposition capture.
Engineering & Automation
Governed IVR change with automated testing
Engineers edit flows in the visual builder, run regression suites in CI/CD, and publish only after pass — with the same confidence as application code.
Quality & Governance
Quality and compliance at scale
Automated scoring across your full interaction population, with confidence thresholds routing exceptions to human reviewers, coaching tasks with call clips, and audit-ready compliance reports.
Platform
Modular capabilities, one operational control plane
Deploy the modules you need today. Extend as your operations mature — all connected through a unified data model and governance layer.
Agent Desktop
Single-screen workspace for voice, chat, and digital interactions with supervisor monitoring, disposition capture, and customer context from your CRM.
Campaign Management
Inbound, outbound, and blended campaigns with predictive dialing, DNC compliance, and real-time dashboards.
Flow Builder & AI Orchestration
Visual node-based builder for IVR flows, AI voice agents, and chatbot orchestration with pluggable, governed AI providers.
Agent Assist & AI
Real-time transcription, sentiment, next-best-action, compliance prompts, and post-call summarization.
Testing & Simulation
Automated voice and chat testing with CI/CD integration, load testing, and regression suites before every IVR release.
Quality Management
Evaluation forms, automated AI scoring, coaching workflows, and compliance reporting across your full interaction population — with human review on low-confidence exceptions.
Architecture
Sits above your existing stack — not inside a migration plan
OCXCenter connects to your CCaaS, CRM, telephony, and AI providers through a governed integration layer. Agents, engineers, and compliance teams work from one control plane while your core infrastructure stays in place.
View full architecture →Solutions
Built for regulated, operations-heavy industries
Security & compliance
Enterprise-grade trust from day one
Multi-tenant isolation, SSO, encryption, and compliance controls designed for banking, fintech, and healthcare — with substantiated claims, not marketing badges.
Certifications and BAAs are available per engagement stage. Contact us for current compliance documentation.
Pricing
Modular licensing from pilot to enterprise scale
Deploy individual modules or the full platform. Enterprise engagements are custom-quoted based on scale and compliance requirements.
Starter
Pilot programs
Up to 10
agents
Professional
Growing operations
10–100
agents
Enterprise
100+ agents, regulated
Contact sales
Ready to unify your contact center operations?
Schedule an architecture review to see how OCXCenter extends your existing stack with governed AI, unified agent experience, and automated testing.