CogentCore connects voice, SMS, email, WhatsApp, social media, and AI chatbots into a single intelligent contact center — routing every conversation to the right agent at the right time.
Communication Channels
Stop switching between tools. CogentCore consolidates ten channels into one unified workspace — so your agents always have the full picture.
Enterprise-grade voice routing, custom IVR trees, call queues, and PBX management — powered by Asterisk.
Two-way conversational SMS at scale. Send notifications, reminders, and handle inbound replies — all tracked.
Shared inbox with smart routing, templated replies, SLA tracking, and auto-categorization for every email.
Conversational support on WhatsApp Business API — automated flows, agent handoff, and broadcast messaging.
Manage Facebook Messenger conversations and page comments from a single agent inbox — never miss a message.
Handle Instagram DMs, story replies, and comments with automated routing and response tracking built in.
24/7 AI-powered chatbot for self-service, FAQs, complaint filing, and seamless escalation to a live agent.
Browser-based voice calls and SMS without apps or hardware — built directly into your website or portal.
Professional outreach and support via LinkedIn messaging — ideal for B2B engagement and enterprise accounts.
Monitor mentions, DMs, and brand conversations on X. Route tweets to agents and respond in real time.
Platform Capabilities
CogentCore is more than an inbox. It's a complete contact center platform with real-time analytics, smart routing, and a supervisor control room — all out of the box.
AI-powered routing distributes conversations across all channels and agents based on skills, availability, and priority — ensuring no customer waits.
A single browser-based workspace where agents handle voice calls, messages, and social — with full customer context, seamless transfers, and live transcription built in.
Live dashboards, agent wallboards, queue monitors, silent listening, whisper coaching, and barge-in — full real-time visibility for team leaders.
Real-time AI transcription, Urdu/English language support, chatbot assistance, sentiment analysis, and automatic intent detection from every voice call.
Complaint dashboards, resolution deadline tracking, delay reports, agent performance metrics, call recording reports, and exportable operational analytics.
Built-in system health monitoring, incident management, real-time alerting, and recovery playbooks — so your contact center never goes dark.
Bilingual IVR (English & Urdu), guided voice complaint registration, live agent handoff, and full transcription — zero app required from the caller.
Voice, SMS, email, WhatsApp, and chatbot modules connect to any host system — GRMIS, HMIS, CRM, or custom platform — with no changes to the core application.
Granular rights management with 8+ roles, group-level permissions, audit trails, secure session authentication, and full action traceability across all modules.
How It Works
Three simple steps — no matter which channel the customer uses.
A citizen calls your helpline, sends a WhatsApp message, emails your support address, or opens the chatbot. CogentCore captures every channel in one place — instantly.
Our AI engine classifies the intent, checks agent availability, and routes to the best-fit agent or automated flow — with full context prepopulated before the conversation begins.
Agents resolve issues with AI assistance and live transcription. Supervisors monitor in real time. Every interaction feeds analytics dashboards so you can continuously improve performance.
Communication Channels
Platform Uptime SLA
Reduction in Handle Time
AI-Powered Self-Service
Ready to Get Started?
Join organisations already using CogentCore to deliver faster, smarter customer service across every channel — with zero channel-switching.
