Contact center solution

AI-native, cloud and multichannel — customer
experience reimagined for the AI age.

The contact center, reimagined with AI

Today’s customers expect instant, intelligent and effortless service on every channel. SNUG designs, deploys and supports modern contact centers that bring together artificial intelligence, cloud and true multichannel engagement — from robust enterprise-grade deployments to our own cloud-native, AI-first platform. Conversational IVR, voice and chat bots, real-time sentiment and next-best-action put intelligence at the heart of every interaction.

Snugdesk

Built by SNUG · Our AI platform

Snugdesk — the AI-native cloud contact center

Snugdesk is our own cloud-native, AI-powered Contact Center as a Service — a cloud contact center reimagined for the AI age. Fully serverless, infinitely scalable and AI at its core, it unifies every channel and automates the busywork so your agents can focus on customers.

✓ Omnichannel inbox — WhatsApp, voice, email, live chat, Instagram, Facebook, Telegram and SMS in one workspace.

✓ AI-native — build call and chat flows from plain English, with automatic transcription, sentiment scoring and multilingual summaries.

✓ Conversational IVR & bots — intelligent voice and chat bots that resolve, route and deflect around the clock.

✓ Intent & next-best-action — AI that understands why customers reach out and recommends the next best step.

✓ Engage agent console — browser softphone, live chat, AI summaries and full customer context, with no tab-switching.

✓ Mission Control — real-time dashboards for volume, SLAs, sentiment and agent status across every channel.

Explore Snugdesk → 10M+ messages / month · 9+ channels · zero hardware · India data residency

Avaya · AI-era CX platform

Avaya Infinity™ Platform

Avaya’s flagship experience platform for the AI age — a single, open foundation that brings voice, digital and AI together. As an Avaya Diamond Partner, SNUG designs, deploys and supports Infinity to help enterprises orchestrate every customer and employee journey, layer in AI and automation, and modernise at their own pace.

✓ Unified voice & digital — orchestrate every channel and interaction on one open, enterprise-grade platform.

✓ AI & automation — bring virtual agents, real-time agent assistance and conversational intelligence into every interaction.

✓ Journey orchestration — connect front and back office around the customer for truly joined-up experiences.

✓ Open & extensible — rich APIs and integrations that fit neatly into your existing technology stack.

✓ Cloud, on-premise or hybrid — deploy the way that suits your business and regulatory needs.

✓ Investment protection — modernise incrementally, on your timeline, without losing what already works.

See our Avaya partnership → Delivered & supported by SNUG — an Avaya Diamond Partner

Avaya · Enterprise contact center

Avaya Call Center Elite

The proven, enterprise-grade on-premises contact center on the Avaya Aura® platform — trusted to run some of the world’s largest and most demanding operations. SNUG designs, deploys, optimises and supports Call Center Elite, and extends it with our own accelerators for IVR, reporting, number masking and CRM integration.

✓ Intelligent skills-based routing — connect every contact to the best-matched agent, every time.

✓ Massive scale & reliability — carrier-grade performance built for the very highest call volumes.

✓ Omnichannel ready — rock-solid voice at the core, extended across digital channels.

✓ Advanced reporting — deep real-time and historical insight — enriched by SNUG’s cradle-to-grave reporting.

✓ Extended by SNUG — supercharged with Unimate IVR, number masking, CTI middleware and WebRTC.

✓ Mission-critical proven — the platform behind the world’s biggest citizen and enterprise contact centers.

Extend it with SNUG accelerators → Design, optimisation and 24×7 support by SNUG

Everything a modern contact center needs

In the cloud, on-premise or hybrid, we deliver the full contact center capability set — intelligent, omnichannel and built to scale.

AI & Conversational IVR

Natural-language voice and chat bots, text-to-speech in 24+ languages, and self-service that actually resolves.

Omnichannel Engagement

Voice, email, web chat, SMS and social — one seamless conversation across every channel.

Cloud, On-Premise & Hybrid

Deploy the way that suits you and scale up or down on demand, with no disruption.

Intelligent Routing

Skills-, priority- and data-driven routing that connects every customer to the right agent, first time.

Recording & Compliance

Full call and screen recording, quality monitoring and compliance-grade retention.

Analytics & Insights

Real-time and historical analytics, cradle-to-grave journeys and custom dashboards.

Extend and enhance your existing contact center

Already invested in an enterprise contact center? Our home-grown products plug straight in to modernise your existing contact center and IVR — adding intelligence, automation and control without disruption to what already works.

Unimate — Visual IVR Framework

A drag-and-drop IVR call-flow designer with 24+ languages and real-time text-to-speech via Amazon Polly, Google and Microsoft — design and update flows in minutes.

Number Masking

Protect customer and agent privacy by masking phone numbers, while every call is tracked and recorded for quality and training.

Call Blocking & Abandoned-Call

Automatically block spam and robo-callers, and win back abandoned calls with smart callback campaigns.

Advanced Reporting

Cradle-to-grave, ad-hoc and fully custom reports and analytics across the entire customer journey.

CTI Middleware for CRM

Embed full telephony controls — click-to-call, screen-pop, transfer, conference and more — right inside your CRM.

WebRTC Calling

Browser-based inbound and outbound calling with no desk phone — a softphone that runs anywhere, over WebRTC.

Designed to integrate with the world’s leading contact center and IVR platforms — including your existing Avaya Contact Center deployment.

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