The AI Call Center, Backed by Real Call Center People
Artificial intelligence is reshaping the contact center — but technology alone doesn’t deliver great customer experiences. xtDirect pairs today’s best AI with more than two decades of hands-on call center expertise, so you can automate the routine, empower your agents, and give every customer a faster answer.
Since 2001, xtDirect has run contact centers from Omaha, the call center capital of the world. We bring that same operational know-how to AI — designing automation that works in the real world: measured, monitored, and built around your customers. Whether you want to deflect routine calls, give your agents a real-time copilot, or finally measure 100% of your interactions, we help you adopt AI the right way, without losing the human touch that keeps customers loyal.
AI Solutions Built Around Your Customers
We start with your goals and your customers, then choose the right mix of automation and human support. Here’s where AI delivers the biggest impact in the contact center.
AI Voice Agents
Our conversational AI voice agents answer inbound calls and place outbound calls in natural, human-sounding speech. They handle FAQs, order status, appointment scheduling, payment reminders, and lead qualification instantly, in multiple languages, with no hold times. When a call needs a human, the AI hands it off seamlessly to a live agent with full context — so customers never repeat themselves.
- Natural, low-latency voice conversations
- 24/7 availability and instant scale during spikes
- Smart escalation to live agents with full context
- Inbound and outbound use cases
Agent Assist
AI listens alongside your live agents, surfacing the right answer, the next best action, and compliance reminders the moment they’re needed. Live transcription, sentiment cues, and auto-generated call summaries cut after-call work and shorten ramp time for new hires — so your team spends less time searching and more time helping.
- Real-time knowledge suggestions and guided scripts
- Live transcription and sentiment signals
- Automated call summaries and wrap-up notes
- Faster onboarding and more consistent quality
AI Chat & Self-Service
AI chatbots and virtual assistants resolve common questions on your website, SMS, and social channels around the clock. Customers self-serve for the simple things; your people focus on the conversations that need empathy and judgment. Every bot is connected to live-agent backup, so nobody gets stuck in a loop.
- 24/7 chatbots and virtual assistants
- Web, SMS, email, and social coverage
- Seamless handoff to human agents
- Consistent answers and a lower cost per contact
AI Analytics & Quality Assurance
Traditional QA reviews a handful of calls. AI reviews them all. Our analytics score 100% of interactions for quality, compliance, and sentiment — flagging coaching moments, surfacing emerging trends, and giving you a clear view of what’s driving customer satisfaction. Turn raw conversations into decisions.
- Automated quality scoring on 100% of interactions
- Sentiment and trend analysis
- Compliance and risk monitoring
- Actionable coaching and reporting dashboards
Why Choose xtDirect for AI
- 20+ years of contact center operations — we know what actually works on the floor, not just in a demo.
- Human + AI by design — we automate the routine and elevate your people; we never replace the relationship.
- Built around your goals — we start with your metrics and customers, then choose the right technology.
- Omaha-based, U.S. support — award-winning support, available 24/7.
Frequently Asked Questions
Have questions about how AI works in the contact center? Our AI Call Center FAQ answers the most common questions — from AI voice agents and agent assist to costs, security, and whether AI replaces human agents.
Ready to bring AI to your contact center?
Let’s map the right mix of automation and human support for your business. Call us at 402-502-0563 or get started below.
