Every channel, a conversation from scratch
Voice, chat and email on separate systems: the customer repeats the story on every channel and loses patience.
Solution · Intelligent Omnichannel
Service that understands context, on every channel.
Customers don't think in channels, they think in getting resolved. Central IT unifies voice, chat, email, WhatsApp and portals into a single service, orchestrated by AI, with intelligent queues and real-time cognitive supervision, from first contact to resolution, without repeating the story.
Pains and challenges
The customer is on every channel. Service is stuck in islands.
Between contact and resolution, almost every service operation runs into the same obstacles. Recognize any of these?
A queue with no intelligence
Without routing by context and priority, the right customer waits and the wrong agent picks up.
Service that doesn't know the customer
Without a unified history, the agent starts from zero and first-contact resolution never happens.
A supervisor who only sees the past
Next-day reports don't save today's interaction: the problem has already turned into a complaint.
A bot that deflects, not resolves
Generic menus and answers frustrate customers and push them back into the human queue.
Volume that only grows cost
Without automation and self-service, every demand spike turns into more headcount and more queue.
The solution
Service that understands context.
It's not just another channel. It's voice, chat, portals and AI in the same flow, with the customer's context from start to finish.
Every channel, one conversation
Voice, chat, email, WhatsApp and portals in the same flow: the customer switches channel and the context travels with them.
Queues that route by context
Intelligent routing by priority, subject and history: the right customer with the right agent, at the right time.
AI that assists and resolves
Bots that actually resolve, response suggestions for the agent and automation of repetitive tasks, with a human in the loop.
Real-time cognitive supervision
Sentiment, SLA and bottlenecks monitored live: the supervisor acts during the interaction, not the next day.
Solution products
The products that unify customer service.
All built on the CITSmart X² platform, with no custom integration between products.
Flagship
Omnichannel service CITSmart Aura
Omnichannel customer service with intelligent queues, cognitive supervision and portals: voice, chat, email and WhatsApp in one place, orchestrated by AI.
Explore the product Foundation
Platform CITSmart X²
The platform that connects customer service to ITSM, ESM and other products: one customer record, no custom integration between systems.
Explore the product Services
Central IT unifies, deploys and sustains customer service with you.
Technology is half of it. The other half is who integrates the channels, trains the teams and sustains the service with you, in Portuguese and with SLA in Brazil.
Service journey diagnosis
We map channels, queues and the customer journey and design end-to-end omnichannel service.
Deployment and channel unification
We integrate voice, chat, email and portals and put unified service into production, with AI configured.
Integration with your ecosystem
Connection to CRM, ITSM, telephony and identity: one customer record, no island between channels.
AI, bots and agent assist
We build bots that resolve, response suggestions and automation, with real-time cognitive supervision.
Support and evolution
Local support, SLA in Brazil and continuous evolution of flows as volume and channels grow.
Team enablement
Agents and supervisors learn to operate omnichannel service with AI and real autonomy.
The customer changed, service has to change
Whoever serves well on every channel doesn't lose the customer at the first friction.
Whoever unifies channels and puts AI into service resolves faster, on the first try, with less cost and more satisfaction.
0%
of customers use more than one channel in a single interaction
Source · Harvard Business Review 0%
more first-contact resolution with a unified history
Source · Forrester 0×
more interactions resolved by AI and self-service
Source · Gartner 0%
lower cost per interaction with omnichannel automation
Source · McKinseyEvery channel, one context
all on the CITSmart X²Voice, chat, email and portals are born connected to ITSM, ESM and the customer record: no island, no repeating the story.
Real-time cognitive supervision
acts during, not afterSentiment, SLA and bottlenecks live: the supervisor steps into the ongoing interaction, not into the next day's report.
Central IT expertise
partner, not vendorMore than two decades in mission-critical operations and millions of interactions, with teams, support and SLA in Brazil. Someone who operates alongside you.
AI that resolves, not deflects
human in the loopBots and automation that complete the interaction, with intelligent escalation to a human at the right moments.
Frequently asked questions
Common questions about the Omnichannel solution.
What is Central IT's Intelligent Omnichannel solution?
It's a customer service platform that unifies voice, chat, email, WhatsApp and portals into a single flow, orchestrated by AI, with intelligent queues and real-time cognitive supervision. At its core is CITSmart Aura, built on the CITSmart X² platform, to deliver great service on any channel.
What is real-time cognitive supervision?
It's the live monitoring of interactions with AI: the solution analyzes sentiment, SLA and bottlenecks during the interaction and alerts the supervisor, who can step into the ongoing interaction instead of discovering the problem in next day's report.
Does AI replace agents?
No. The AI handles repetitive tasks, suggests responses and assists the agent (agent assist), and escalates to a human for situations that require judgment. The team serves more and better, with AI handling volume and context.
Does it integrate with my CRM and telephony?
Yes. CITSmart Aura integrates with CRM, telephony, ITSM and identity through APIs and connectors. Since everything runs on the CITSmart X² platform, the customer has a single record and service doesn't restart at every channel.
Does it serve the public sector?
Yes. Central IT sustains citizen service at national scale, with local support, Brazilian context and governance designed for mission-critical public services.
Next step
Serve well on every channel, without customers repeating the story.
Bring a channel or a queue that's stalling your service today. We'll show you how to unify and resolve with AI, from first contact to solution.
Talk to a specialist