India · Customer Experience

Stop Losing 30% of Customers to Channel-Switching Pain

Omnichannel call center CRM built for India — voice, WhatsApp, email, chat, social media, IVR, and AI call analytics. Inbound service plus outbound campaigns with TRAI UCC compliance and multilingual support.

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30%

Reduction in customer churn from CES improvement

25-35%

Of service volume on WhatsApp in India

100%

Calls analysed with modern AI (vs 1-2% sampling)

9 langs

Indian languages supported at production quality

Customers contact you on phone, email, WhatsApp, chat, and social media — but explain themselves 5 times because the channels are siloed. They churn 30% more than customers who explain themselves once.

WhatsApp is 25-35% of customer service volume in India but most call centers handle it as an afterthought — no BSP integration, no template management, no 24-hour window discipline, no multilingual support

QA sampling at 1-2% of calls misses 98% of compliance violations, wrong-resolution patterns, and coaching opportunities. AI call analytics on 100% of calls surfaces what management never knew

Inbound service and outbound campaigns run on the same platform, compromising both — wrong agent skills, KPI confusion, compliance conflation, and forecasting model mismatches

What We Deliver

Purpose-built for the Customer Experience sector.

Unified Omnichannel Customer Record

Phone, WhatsApp, email, chat, social, in-app — all interactions merge into one conversation thread on the customer record. Phone agents see WhatsApp context; chat agents see phone history.

WhatsApp Business API Integration

BSP-agnostic integration (Karix, Tata Communications, Gupshup, Wati, Cloud API direct), template library management, 24-hour conversation window discipline, multilingual support (9 Indian languages), rich media handling, bot-to-human handover.

AI Call Analytics on 100% of Calls

Multilingual speech-to-text (Indian English, Hindi, Tamil, Telugu, Marathi, Bengali, Kannada at 88-96% accuracy), LLM-based issue classification, sentiment analysis, compliance violation detection, agent-specific coaching insights.

Conversational AI IVR

Natural-language IVR replacing menu-driven push-button systems. Indian language support. Deflects 30-50% of would-be agent contacts to self-service.

Outbound Dialer with TRAI UCC Compliance

Manual, preview, progressive, predictive, and power dialer options. Real-time DND scrubbing against TRAI registry. Consent management. Compliance recording. Campaign analytics with funnel visibility.

Workforce Management & Skill Routing

Volume forecasting 24h and 7d ahead, skill-based routing across 25-40 distinct skill profiles, intraday re-scheduling when actual volume diverges from forecast.

How It Works

Our proven process for India projects.

Discovery & Channel Architecture

Map current channels, BSP relationships, telephony stack (cloud or legacy PBX), volume patterns, and skill matrix. Design omnichannel architecture and migration path.

Telephony Migration & BSP Onboarding

Move voice to cloud telephony (if needed), onboard WhatsApp BSP, register Business API numbers, submit initial template approvals to Meta. Allow 4-8 weeks.

CRM Configuration & Channel Integration

Configure unified customer record, omnichannel routing, agent workspace, WFM, knowledge management, AI call analytics. Integrate with existing systems (ERP, billing, e-commerce).

Pilot, Train, Go-Live

Pilot with 20-30 agents for 2-3 weeks. Refine routing and templates. Full rollout with hyper-care. Within 90 days, CES improves from 2.5/5 to 4.0/5 and churn drops materially.

Why Choose APPIT

India-first design — WhatsApp as first-class channel, 9 Indian languages, TRAI UCC compliance built-in

BSP-agnostic and cloud-telephony-agnostic — no vendor lock-in

AI call analytics at production quality on Indian languages, not US-English-only

Implementation team with deep India contact center experience, not just software consultants

“

We were running WhatsApp on Wati, voice on Genesys, email on Zendesk, and customer profiles on Salesforce — four silos. APPIT consolidated everything into one omnichannel CRM with our existing telephony intact. Customer effort score improved from 2.3 to 4.1 in 6 months. Our renewal rate on multi-channel customers went up 22 points.

Head of Customer Experience|Insurance Company, Mumbai

Frequently Asked Questions

Can the platform integrate with our existing legacy telephony?

Yes, but the integration is heavier and less reliable than with cloud telephony. We recommend migrating voice to cloud telephony (Genesys Cloud, Amazon Connect, NICE CXone, Five9, or Indian players like Knowlarity, Exotel, Tata Communications) where omnichannel integration is native. For organisations not ready to migrate, we support PBX integration via SIP trunks and CTI middleware, with the caveat that some advanced features may be limited.

Which WhatsApp Business Solution Providers do you integrate with?

We are BSP-agnostic. We integrate with Karix, Tata Communications, Gupshup, Wati, AiSensy, Knowlarity, Twilio, and directly with Meta Cloud API. Customers can choose their preferred BSP based on pricing, geographic coverage, and feature needs. The abstraction means you can switch BSP later without disrupting the agent workspace.

How does AI call analytics handle Indian languages?

Our ASR achieves 92-96% accuracy on Indian English, 88-92% on Hindi, and 82-88% on Telugu, Tamil, Marathi, Bengali, and Kannada. LLM-based analysis on top of transcripts achieves 85-95% accuracy on issue categorisation, sentiment, and compliance detection. Code-switching (mixing English and Indian languages mid-sentence, common in Indian customer calls) drops accuracy 5-10 points; we handle this with specialised models.

Does the platform support both inbound service and outbound campaigns?

Yes, but as distinct purpose-built modules sharing a common customer record — not as a single compromised platform. Inbound is optimised for service (omnichannel, conversational IVR, WFM, knowledge management). Outbound is optimised for campaigns (dialer choice per campaign type, DND/UCC compliance, consent management, campaign analytics, payment integration for collections). The shared customer 360 means an outbound campaign agent sees that the customer complained on inbound yesterday.

How does TRAI UCC compliance work?

For outbound, we scrub call lists in real time against the latest TRAI DND registry, manage consent at the campaign-purpose level (with explicit opt-in tracking), enforce time-of-day windows per regulation, record consent disclosures, and produce audit-ready compliance reports. Non-compliant calls are blocked before they can be placed, not after. This protects against penalties and registration cancellation.

What is the typical implementation timeline and ROI?

Implementation for a 50-300 agent call center typically takes 4-8 months: 2 months for cloud telephony migration and BSP onboarding, 2-3 months for CRM configuration and integration, 1-2 months for pilot and training, 1 month for go-live with hyper-care. Typical ROI: 15-25% churn reduction on multi-channel customers (₹15-30 crore retained revenue on a ₹200 crore book), 20-35% cost-per-resolution reduction, 30-50% agent productivity gain. Payback is in Year 1.

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