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IntelePeer

Available through IT Raven

  • Unified Communications
  • Contact Center and CX

IntelePeer sells AI agents that answer and place customer calls, texts and chats, along with the platform and the network underneath them. Its aim is to settle routine contacts, such as a balance, an appointment or an order status, with no human involved, and hand the rest to your staff.

You keep your contact center. The platform sits in front of whatever phone and contact center systems you already run and passes a caller to a live agent only when one is needed. IntelePeer says it has been in business 20 years and counts its customers in the thousands.

Best for

  • Contact centers that want to add self-service on top of the systems they already own.
  • Banks and card issuers that want customers to check transactions, make payments and get fraud alerts without an agent.
  • Healthcare providers, radiology practices in particular, that want scheduling, reminders and payments automated and tied into their clinical systems.
  • Retailers that want order status, promotions and appointments handled across phone and text.
  • Colleges managing communication with students from enrollment to alumni.
  • Buyers who want the vendor to build and run the automation for them.

What they offer

CX and Conversational AI. The Communications Automation Platform is the core, a cloud service for building automated conversations over voice, text, chat and email. On it sit SmartAgent, an AI agent for inbound and outbound contact centers, an intelligent virtual agent that answers at any hour and routes callers when a person is needed, SmartEngage for outbound campaigns, and SmartAnalytics, which shows how AI and human agents perform side by side. SmartOffice brings the same automation to branch offices. Packaged versions exist for financial services, healthcare, radiology, retail and higher education.

Messaging and Communications APIs. Open APIs that add voice and messaging to your own applications. SmartCommunicator adds texting and calling inside Microsoft Teams.

Reputation Management. Caller ID reputation management, which works to keep your outbound calls from being labeled as spam.

Proof

IntelePeer's overview lists HIPAA, GDPR and PCI compliance, live support around the clock, reach into more than 200 countries and 800 mobile carriers, and 98 percent customer satisfaction. Its financial services sheet cites 99.999 percent reliability.

Its published results withhold the customers' names.

A Fortune 100 health insurer. Call volume was growing more than 200 percent a year across more than 7,000 agents in five outsourced operations. IntelePeer reports a 60 percent self-service rate and more than 40 million calls automated in 2022.

A financial services company. It wanted more self-service in its card and banking lines. A virtual agent placed in front of its existing contact center platform reached a 40 percent automation rate within 90 days.

A healthcare company. It wanted to get through open enrollment without hiring seasonal staff. Automated call flows deflected more than 46 percent of calls from live agents.

A fitness chain. Text messages offering a guest pass turned 30 percent of leads into scheduled club visits with no staff involved.

These figures are IntelePeer's own.

Good to know

  • IntelePeer offers Managed Solutions, where its own engineers build, deploy and support the automation. Decide early whether your team or theirs will own the conversation designs.
  • SmartOffice comes in Gold and Diamond plans, each with a monthly allowance of interactions. Generative AI is in the Diamond plan.
  • The AI features of SmartWorker, its per-seat tool for employees, were marked as coming soon on a February 2024 sheet. Ask what has shipped.
  • The flagship platform is called the Communications Automation Platform in 2024 documents and the Conversational AI Platform in a 2025 one.
  • Exporting analytics data relies on Snowflake's sharing features.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.