AI call center software with omnichannel operation and real-time analytics
Nortinia AI Call Center unites the voicebot (inbound and outbound), the omnichannel agent console (phone, chat, email, SMS, WhatsApp), live transcription with sentiment analysis and CRM write-back on one platform. The AI handles up to 80% of conversations on its own and escalates the more sensitive cases to a human agent — with full conversation context, so the customer never repeats themselves.
What it does
How people use it
First-line customer support
Inbound calls are 70-80% routine: delivery times, invoice copies, password resets. The Nortinia AI Call Center voicebot resolves these on its own and keeps the customer in flow — the remaining 20-30% of complex cases escalate to a human agent together with the conversation transcript, so the colleague never starts from scratch.
Outbound sales campaign
A sales team wants first-touch contact on 5,000 leads with interest pre-qualification. The AI voicebot dials out, asks 4-5 qualifying questions, and instantly hands off "warm" leads to a human sales rep — while "cold" leads drop into an email follow-up queue.
Survey campaign
A brand wants to run an NPS / CSAT survey over the phone with 20,000 customers. The voicebot has a real conversation, captures answers in natural language with sentiment — results land in CSV and a management dashboard, drillable to call-level audio.
VIP support
VIP customers get a priority lane: calls are recognised instantly (CRM lookup by caller ID), the AI provides context to the agent, and if the case is sensitive the customer is routed directly to the dedicated VIP relationship manager — transcripts stay inside the EU and only the authorised VIP team can read them.
Frequently asked
Which phone systems integrate with it?
Nortinia AI Call Center connects via SIP, WebRTC and REST API to most VoIP / SIP trunk providers (Telekom, Vodafone Business, Yettel, 3CX, Asterisk, Twilio, Vonage). On-prem PBX wires up via SIP trunk; cloud telephony providers natively.
Does it speak Hungarian or only English?
The Hungarian language model is the first-class target: speech recognition (ASR) and text-to-speech (TTS) handle Hungarian dialects and mixed (Hungarian-English) code-switching well. 20+ more languages are supported per call language setting.
Is data processing GDPR-compliant?
Yes. Call audio and transcripts are stored encrypted on EU-region (Hungary / Frankfurt) servers, retention is configurable (30/90/365 days), and customers can request deletion in one click in the admin panel. A DPA is provided by default; ISO 27001 documentation is available on request.
Can it hand off to a human agent mid-conversation?
Yes — and the colleague sees the full transcript. The AI decides when to escalate based on sentiment, case type and tariff window — the agent gets a summary at handoff so the customer never repeats themselves. Escalation rules can be tuned per campaign or per segment.
More Nortinia AI Call Center solutions
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