Contact Center & Omnichannel
Service that understands, resolves and includes. Across every channel, around the clock.
You hire the operation, not a tool: from WhatsApp to the portal, one intelligence for citizens and customers, powered by CITSmart Aura.
62% of demand resolved by AI, with no queue
Hosted in Brazil data kept in country, aligned with the LGPD
24×7 by text and voice, across every channel
Definition · COI
One service operation, every channel, a single intelligence.
Built on the concept of COI, Intelligent Omnichannel Communication, which unifies all of your service channels on a single AI-orchestrated platform alongside specialist services. We personalise every interaction, automate responses and guarantee a smooth, consistent journey at any point of contact.
The channels the operation covers
Closer customer relationships, faster responses and experiences that strengthen your brand.
The operating model
Platform, operation and intelligence. Delivered as a service.
You are not buying a chatbot and hoping it works. Central IT delivers all three layers, integrated: the AI engine, the team running it 24×7 and the intelligence that resolves and evolves.
The CITSmart Aura engine
Conversational AI that understands natural language, serves by text and voice and resolves within the conversation itself, on the CITSmart platform.
A team running 24×7
Central IT specialists run, supervise and evolve the service, with human escalation and an SLA. You buy the outcome, not the learning curve.
Resolves and learns
The AI understands intent, queries the systems and closes the request in the conversation, improving each cycle from the operation's own data.
How it works
From assessment to live operations, and improving from there.
You do not get a tool to configure. Central IT stands the operation up and keeps it running, from the first mapping to continuous improvement.
Assessment
We map your channels, flows, volumes and the systems behind your service desk. Scope comes from your environment, not from a template.
Integration
We connect the operation to your channels and systems (CRM, ERP, databases) on the CITSmart platform, and configure the flows and service rules.
24×7 operations
The AI answers, resolves and routes; the Central IT team supervises, escalates what needs a person and holds the SLA, day and night.
Continuous evolution
Dashboards show what people ask for and where they get stuck. Each cycle the operation improves, guided by data, with no new project.
Who it is for
From citizen to customer, the same intelligent service.
The operation serves governments handling millions of citizens and companies raising the bar on customer experience. One AI, two worlds.
Public sector
Serving citizens- Widens access to services and rights, with voice for people who cannot read or write.
- Cuts queues and cost to serve in nationwide programmes.
- Governance, audit trail and hosting on Brazilian soil.
Private sector
Serving customers- Resolves questions and requests on WhatsApp and the portal, 24 hours a day, without growing the team.
- Raises satisfaction and cuts response time, with consistent service across every channel.
- Integrates with the CRM and existing systems, on the CITSmart platform.
- Drives online sales by guiding the customer at the point of purchase.
managed service
You hire the operation, not the tool
Central IT runs the service end to end, with a team, an SLA and continuous evolution. You are not left building and maintaining a bot on your own.
real accessibility
Voice inclusion, proven at scale
Serves by audio those who cannot read or type comfortably. Proven in the country's largest social programme, not in a lab.
closes the request
It resolves, it does not just reply
Queries the systems and performs the action inside the conversation, closing the case. This is not an interactive FAQ.
mission-critical ecosystem
Powered by CITSmart Aura
The operation inherits governance, security, integration and scale from a platform that has run mission-critical services for two decades.
The service includes
You are not left alone with the tool.
Central IT stays with you from day one through continuous evolution, so the operation delivers real outcomes in your service desk.
Rollout
Configuring the operation for your channels, flows and service rules.
Training
Enabling your teams to run, supervise and evolve the service.
Integration
Connecting the CRM, ERP and the systems behind your service desk.
Support
A team on hand to keep the service running and running well.
Continuous evolution
Adjustments and improvements over time, based on what the data shows.
Frequently asked questions
Common questions.
Do I have to replace my current channels?
No. The operation brings together the channels you already use (WhatsApp, portal, telephony, email, Teams) under one intelligence, with the same history and context. A person starts in one channel and continues in another without repeating everything.
Does the AI replace my service team?
No. The operation handles the repetitive work around the clock and routes to a human, with context ready, only what genuinely needs a person. Your team stops firefighting and focuses on what matters.
Where is the data kept? Is it secure?
Yes. Hosting in Brazil, access control, careful handling of sensitive data and alignment with the LGPD. Every conversation and every AI action is recorded, with a full audit trail.
Does it work for the private sector too?
Yes. The same operation serves citizens in the public sector and customers in the private one: it resolves on WhatsApp and the portal around the clock, integrates with the CRM and drives sales by guiding customers at the point of purchase.
How does the operation start?
We map your channels, flows and systems, integrate with what you already have on the CITSmart platform and put the operation live, with continuous evolution guided by data. You follow the outcome through dashboards.
What is omnichannel customer service?
It means serving across several channels while keeping a single conversation. Someone starts on WhatsApp, continues by email and calls later, and on the other side the history is the same: whoever answers already knows what was said, what was promised and where the case stands.
What is the difference between multichannel and omnichannel?
Multichannel means having many channels; omnichannel means having many channels integrated. In multichannel each channel has its own queue and its own history, which is why the customer repeats the problem at every contact. In omnichannel the context travels with the person, and switching channel does not reset the case.
How much does an outsourced contact centre cost?
Cost is sized by volume and operating model: contacts per channel, coverage hours, languages, SLA level, complexity of the interaction and how much of the flow is resolved by AI without reaching a person. The larger the share resolved through automation, the better the cost per contact, and that is what the initial design targets.
Which channels are covered?
Voice, WhatsApp, web and in app chat, email, social media and self service portals, plus internal service desk channels. The design starts with the channels that already concentrate volume, rather than switching everything on at once.
Does it work with the official WhatsApp API?
Yes. The operation uses the official route, with a verified number and messaging rules respected, which avoids blocking and preserves the channel. That matters: an operation built on an API loophole works right up until the day it stops working.
How long does it take to go live?
It goes live channel by channel, not all at once. The first channel launches with a designed flow, a knowledge base and routing rules in place, and becomes the reference for the rest. The timeline depends on how many channels are in scope, the integrations with source systems and how much content needs structuring.
How do I buy this?
Through four routes: direct sales, AWS Marketplace, SERPRO and TELEBRAS. Public bodies often find the shortest path through the state owned companies they already contract with. The detail of each route is at centralit.com.br/en/how-to-buy.
Next step
Put the operation to work for you.
Book a demo and see conversational AI resolving your own service scenarios, in your channel, with your data.
Book a demo