AI-Powered Contact Centres
Improve customer experience, reduce cost, and turn every interaction into value. Softcat helps you make that shift.
Why now
AI-powered contact centres help organisations across industries lower the cost of every call while serving customers better. Four changes make now the right time to act.
- Rising expectations. Customers want faster answers, and meeting them by phone keeps getting more expensive.
- Lower cost to serve. Digital channels resolve routine questions, so your people focus on the calls that need them.
- Proven technology. AI has moved from experiment to everyday use in contact centres.
- A natural moment. The ISDN and PSTN switch-off makes this the time to modernise.
The technology is ready and the business case stands up. Now is the time to see how AI can meet rising expectations and lower your cost to serve.
The impact AI is already delivering
Real-world results from organisations that have moved beyond AI experimentation into full integration across their contact centres.
What organisations are reporting
more issues resolved per hour by less-skilled and less-experienced agents with AI assistance (Quarterly Journal of Economics, 2025).
of out-of-hours calls answered by South Cambridgeshire District Council's AI assistant without staff, from September 2025 to March 2026.
AI at every stage of the customer experience
AI is already working in contact centres today. Softcat helps you put it to work across the whole customer experience. That runs from the first signal a customer sends to the value you create after the conversation ends.
Anticipate
Every contact starts in the right place.
Customers reach the right answer or person from the start. AI recognises what each customer needs and routes the contact by intent, value, or urgency. Fewer transfers mean faster resolution. We design the routing around your services and data.
Guide
Agents know the next step while the conversation is still live.
Agents handle every conversation with more confidence. AI follows the call or chat in real time and suggests the next step, the right knowledge, and any compliance prompt. Newer agents get up to speed sooner, and your people stay in charge of each decision.
Capture
Every conversation becomes a record you can use.
AI summarises each conversation and logs it in your CRM, so agents spend less time on notes. Quality checks cover every interaction. Coaching draws on real conversations, and leaders see the issues behind repeat contact. We connect it all to the systems you already run.
Grow
Fewer routine calls and stronger customer loyalty.
Chatbots and voicebots resolve routine queries at any hour. Proactive messages reach customers before they need to get in touch. Early signs that a customer may leave reach the right team in time. Demand falls, retention improves, and new revenue opportunities surface.
Why Softcat
We help you design, deploy, and operationalise AI-powered contact centre technology. From there, we move you past pilots into AI that works for your whole organisation.
Four stages take you there:
Discovery and Strategy
Together we identify the AI use cases with the most impact, aligned to your measures for cost, customer satisfaction, and productivity.
Design and Build
Our specialists design AI-enabled cloud contact centre solutions and integrate them with your CRM, data, and knowledge systems.
Deployment and Enablement
AI rolls out across voice and digital channels, while we train your teams and embed new ways of working.
Optimisation and Growth
Performance data drives continuous improvement, and AI extends to new use cases across your organisation.
The outcome: better customer experience, higher productivity, lower costs, and more value from every interaction.
What sets Softcat apart
Softcat advises independently, then delivers.
- We can transact, implement, and support, not only recommend.
- We hold vendors accountable for the outcomes they promise, not just the technology they sell.
Put AI to work on your sector's priority journeys
We apply AI where routine demand is highest in your sector and keep sensitive decisions with the people qualified to make them. Choose your sector to see the journeys we can help you improve.
Corporate Sector
Public Sector
Powered by a broad partner ecosystem
Softcat brings together strong technologies, so you get the right solution for your business. Each partner plays a specific role in the AI-powered contact centre.
Softcat helps you move beyond customer service into customer-led growth, powered by AI.