Voice Agents
Telephone enquiries in natural language
Omnichannel Agents
CX Solutions
One concern, every channel, one continuous service. CreaLog connects voice, chat, messaging and digital touchpoints on a shared service logic – not multiple bots for multiple channels.
The process stays. The channel adapts.
Customers choose whichever contact route suits their situation. Knowledge, rules and next steps should therefore not be built separately for each channel.
CreaLog brings voice, chat, messaging and further digital contact routes together into one service process.
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What an omnichannel agent can do
One agent connects channels within the same case.
Chat Agents
Website, app and service portal
Messaging Agents
Messenger, RCS, Microsoft Teams
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Voice sounds different from chat.
CreaLog combines one shared service basis with channel-specific dialogue design.
VUI designcovers conversation flow, pronunciation, voice, persona, waiting times, follow-up questions and handovers. Withbarge-inusers can interrupt a voice agent and answer straight away.
CUI designoptimises text dialogue for free input, options, images, documents and asynchronous communication.
Languages, dialects, voices and speaking styles are selected to suit the audience, channel and application.
Depending on the use case, the following technologies can be combined, for example:
AI models
OpenAI GPT · Microsoft Azure OpenAI · Google Gemini · Meta Llama · Mistral · Microsoft Phi
Speech-to-text
Microsoft Azure AI Speech · Speechmatics
Text-to-speech and voices
Microsoft Azure AI Speech · Cartesia · ElevenLabs · ReadSpeaker
Making channel changes simple
A genuine omnichannel service lets customers change channel without starting over: from phone to chat, from chat to callback, from self-service to a live agent.
From web chat straight into a call.
Not every enquiry can be resolved in chat.
Users can start a call directly from web chat and reach the call centre, or continue the dialogue with the voice agent with the full context handed over.
Inbound and outbound on the same basis.
Omnichannel agents can handle incoming enquiries and reach customers proactively.
Inbound
Understand enquiries, provide information, capture details, start processes or hand over deliberately.
Outbound
Inform via voice, e-mail, SMS or RCS, allow follow-up questions and offer a next step straight away.
Start small, create a shared foundation, add channels
Select the core process
A clear use case is implemented for a relevant channel.
Create a shared process foundation
Knowledge, system integrations, roles and actions are built channel-independently.
Add further channels
The process is adapted for voice, chat, messaging or further touchpoints.
Design channel switching
Context, processing status and responsibilities are defined across channels.
What an omnichannel agent can do
One agent connects channels within the same case.
Understand the enquiry
Recognises the customer's enquiry – whether it starts by phone, chat or messaging.
Keep the context
Details already captured, previous steps and customer data are retained across the channel change.
Use knowledge consistently
All channels draw on the same approved knowledge sources, rules and backend systems.
Carry out actions
Status enquiries, appointment bookings, data capture or process starts – across channels.
Choose the right channel
The agent changes or adds a channel depending on the task.
Hand over to people
For complex or sensitive enquiries the handover carries the full conversation context.
One platform for every contact route.
CreaLog separates the business service logic from the individual communication channel. Voice, chat, messaging and further touchpoints draw on one shared basis instead of every process being rebuilt per channel. This architecture makes channels interchangeable: new ones can be added or existing ones replaced without rebuilding knowledge, rules and integrations.
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