IntelePeer, a leader in conversational AI solutions, has announced a strategic partnership with Waterfield Tech, a global customer-experience engineering firm, to accelerate AI-driven customer experience (CX) modernization for enterprise contact centers. This collaboration integrates IntelePeer’s agentic AI platform with Waterfield Tech’s expertise, offering a low-risk, rapid path to enhanced customer interactions without requiring infrastructure overhauls.
IntelePeer and Waterfield Tech partner to modernize enterprise contact centers.
Achieves over 40% deflection of repetitive calls and double-digit revenue lift.
IntelePeer’s platform processes over 1 billion automated interactions annually.
No rip-and-replace: integrates with Avaya, Genesys, Cisco, and more.
Targets 30-day deployments with KPI-focused outcomes like call deflection.
SmartAgent and SmartOffice solutions enhance automation and efficiency.
The partnership leverages IntelePeer’s Conversational AI Platform, which integrates with voice and digital channels to deliver human-like interactions, reducing handle times and boosting customer satisfaction. Waterfield Tech’s CX engineering expertise ensures seamless implementation, allowing enterprises to layer automation onto existing systems like Avaya, Genesys, and Cisco without downtime, preserving trusted platforms while adopting advanced AI.
Joint implementation frameworks prioritize rapid deployment, targeting 30-day rollouts. Success is tied to measurable KPIs such as call deflection, conversion rates, and Net Promoter Score (NPS). This approach ensures enterprises achieve faster return on investment (ROI) with outcomes like over 40% deflection of repetitive calls and double-digit revenue growth from proactive outreach.
SmartAgent™: Automates inbound tasks like scheduling, payments, and FAQs, particularly for healthcare groups, reducing front-office costs and improving self-service adoption.
SmartOffice™: Extends automation across multi-facility organizations, resolving routine inquiries end-to-end and freeing staff for complex tasks.
IntelePeer’s platform, processing over 1 billion automated interactions annually, combined with Waterfield Tech’s decades of contact center optimization, empowers enterprises to adopt AI at their own pace while maximizing existing investments. This partnership delivers progress without disruption, setting a new standard for scalable, efficient CX modernization.
IntelePeer streamlines customer interactions, enabling businesses and contact centers to lower costs, improve the customer experience, and accelerate return on investment. Harnessing the power of agentic AI, IntelePeer’s Conversational AI Platform delivers speed, observability, visibility, and flexibility — all built on top of a global, secure communications network. Producing human-like interactions, the platform automates voice and digital customer service capabilities and provides industry-leading time-to-value with solutions that work seamlessly with existing enterprise software and infrastructure.
Waterfield Tech transforms customer engagement for organizations worldwide. Operating across six continents, our employees leverage a consultative, client-centric approach to design, build, and manage scalable, omnichannel and AI-enabled customer experience solutions. Our breakthrough innovations in contact center technology, applied artificial intelligence (AAI), and workforce engagement reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce.
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