In the race to modernize customer communication, most organizations are learning the same lesson which is that adding tools doesn’t create better conversations; intelligence does. A customer remembers the empathy in a voicebot, not the IVR layers. A supervisor cares about insights from thousands of calls, not sampled reports. And a developer values a programmable platform, not rigid telecom wiring. Contaque emerges from this shift with a simple idea, make communications programmable, intelligent and secure at enterprise scale.

An Indian software company with two decades of experience in enterprise telephony, Contaque quietly pioneered homegrown contact-centre technology long before ‘Made in India’ became a national theme. Today, its portfolio is led by Contaque Lite, a Twiliostyle CPaaS platform, and Contaque AICX, an AI-native contact centre suite that brings together cloud telephony, voice automation, agent assist and Auto-QA into one secure ecosystem.

CPaaS Platform Built for India
Contaque Lite is built with a developer-first mindset including API access to calls, IVR, routing, WhatsApp Business API, SMS, RCS, call recordings, and campaign automation, backed by a cloud-ready SIP stack. It enables teams to plug communication into apps the way they plug payments, through a simple programmable layer. This approach mirrors global CPaaS leaders but is engineered for India’s unique enterprise needs such as local regulations, telecom complexity, compliance mandates, and the large-volume demands of BFSI, government, and service industries.

It integrates with popular CRMs and cus¬tom enterprise systems, letting organisations build their own ‘Twilioinside’ workflows without global dependency.

“If Contaque Lite is the programmable engine, AICX is the intelligent cockpit. It’s a full-stack AI-powered contact centre platform designed using OWASP recommendations, secured through independent VAPT certification, and hardened for national-scale deployments”, shares Avneesh Mathur, Co-Founder & Director, Contaque.

AICX merges traditional callcentre operations with real-time AI, live transcripts, dynamic suggestions, contextual knowledge-base prompts, intelligent IVR flows, and multi-channel orchestration including WhatsApp, SMS, RCS, email, webchat and voice. The result is a hybrid model where humans stay in control and AI does the heavy lifting.

Our AI systems are designed to understand intent, resolve common issues, and maintain continuity even during peak traffic

AI-Powered Contact Transformation
Contaque is reshaping how large-scale contact centres operate by unifying advanced automation, real-time intelligence, and resilient engineering into one seamless ecosystem. Its Auto-QA system marks the first major shift. While most centres audit less than 2 percent of calls, Contaque audits 100 percent by converting recordings into text and layering AI to detect sentiment trends, silence patterns, escalation cues, compliance risks, empathy indicators, and clarity issues. Each interaction produces a scored QA report, agent rating, and coaching guidance, allowing supervisors to move from manual sampling to continuous, evidence-backed performance improvement.

Building on its intelligence layer, Contaque’s Agentic AI enables action-driven automation across voice and text, handling multi-turn conversations, API lookups, verification, ticketing, collections workflows, and escalations with natural speech and contextual memory. This reduces repetitive workloads and frees human agents for empathy-led tasks. Supporting this is Contaque’s citizen-scale reliability, proven across BFSI networks, national helplines, PSUs, and government pro¬grams, with architectures sustaining 5,000+ concurrent calls and remaining operational even during telecom or datacentre outages.

The Road Ahead
The industry is moving beyond automation to hybrid intelligence. AI won’t replace agents, it will power them. Contaque is investing in a future built on programmable communication fabric, agentic AI, full-stack QA, and secure compliance foundations. “Our goal is to make intelligent communication as accessible as an API. Our vision isn’t only futuristic but also practical and useful”, concludes Avneesh.