Pioneer in Offering CRM Solutions since 2010...
Pioneer in Offering CRM Solutions since 2010...
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Customer communication is no longer limited to phone calls and email. Businesses now interact with customers across WhatsApp, SMS, social media, email, live chat and voice.
The challenge is bringing all these conversations together while maintaining context, speed and a consistent customer experience.
Variance InfoTech designed and developed UCaaS, a multi-tenant, AI-powered omnichannel customer engagement platform that unifies communication, CRM, ticketing, automation and AI in a single workspace.
Bring WhatsApp, email, SMS, social, live chat, and voice channels together for seamless customer communication.
Businesses were increasingly managing customer conversations across multiple disconnected platforms.
The multi-touchpoint customer journey across fragmented touchpoints:
Without a unified system, agents often had to switch between applications and manually reconstruct customer history.
Operational bottlenecks and visibility hurdles faced by enterprises:
The goal was to create a platform where teams could manage the entire customer conversation from a single workspace.
Building an omnichannel platform is significantly more complex than building a conventional CRM.
Fragmented protocol standards across third-party communication services:
Experience in CRM, customer experience, communications and SaaS platforms.
A cloud-native architecture designed for multi-tenancy, real-time communication and background processing.
AI integrated throughout the development lifecycle to increase engineering productivity.
AI became part of the Variance development workflow rather than being limited to the product itself.
AI helped engineers break large requirements into:
AI-assisted coding helped accelerate repetitive development activities such as:
AI was used to help generate:
AI assisted developers in analyzing:
As the platform grew, AI helped engineers identify repetitive code and accelerate:
UCaaS was designed around a common conversation and contact model. The platform integrates:
Automated customer conversations for defined use cases.
AI can use business-specific knowledge to generate more relevant responses.
AI helps human agents during conversations.
The platform can identify customer sentiment.
AI can identify the purpose of customer interactions.
AI-powered voice interaction capabilities.
Natural-language AI-driven IVR experiences.
AI can become part of automated business processes.
After approximately 19 months of development and continuous product evolution:
The biggest impact of AI was not simply producing more code. It was reducing the time spent on repetitive engineering activities.
AI helped accelerate the cycle:
This allowed engineers to focus more heavily on:
AI can significantly increase the productivity of experienced developers when integrated into the development process.
AI can accelerate implementation, but scalable SaaS architecture requires experienced engineering judgment.
A common conversation model is essential when integrating multiple communication providers.
Background processing should not interfere with customer-facing communication.
The faster a team can transform customer requirements into production features, the faster a SaaS product can respond to the market.
Our sales manager reaches out to you within a few days after analyzing your business requirements.
Meanwhile, we sign an NDA to ensure the highest level of privacy.
Our pre-sale manager presents project estimates and an approximate timeline.
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AI enabled speech analysis
