Transforming Service Operations with AI-Powered CX Engineering
Intelligent Customer Support That’s Faster, Smarter, and More Human
We design systems that automatically route and prioritise service tickets using AI-driven context, sentiment, and urgency analysis—ensuring customers get the right help, from the right agent, at the right time.
Reduce contact volume and empower customers to self-resolve with intelligent virtual agents (IVAs) built using platforms like Amazon Lex, Twilio Autopilot, and Google Dialogflow CX.
Support agents with live prompts, knowledge suggestions, and guided flows during calls or chats—helping them handle complex requests with confidence and speed using tools like Google Contact Center AI and Amazon Q.
Centralise and optimise your knowledge base to support both human and virtual agents. We implement AI-powered search and surfacing tools to make answers easier to find—boosting consistency and reducing average handle time.
Next-Gen Customer Service, Engineered for the AI Era
In an era where customer expectations are higher than ever, the difference between loyalty and churn often comes down to one thing: service. At CloudWave, we help organisations reimagine their service operations using AI, automation, and cloud-native contact centre technology. We engineer intelligent support experiences that blend empathetic human agents with AI-powered virtual assistants, enabling you to resolve queries faster, reduce cost-to-serve.
Seamless Integration
Easily connect your contact centre with CRMs, ERPs, and internal platforms to deliver consistent experiences.
Service Innovation Built Around Operational Goals
We follow a structured yet flexible consulting methodology built for outcomes:
CX Discovery & Service Mapping
We start by mapping your customer service journeys end-to-end to uncover bottlenecks, pain points, and automation opportunities.
Platform-Agnostic Consulting
We work across AWS, Google Cloud, Twilio, and custom stacks to deliver the best fit for your use case—not a single-vendor bias.
Low-Code to Full-Code Implementation
Whether you’re looking for rapid deployment or advanced custom integrations, we tailor the approach to match your internal capabilities and roadmap.
Continuous Optimisation
Customer service never stands still. We build continuous improvement into every engagement with regular review cycles, analytics, and enhancement plans.
Make life easier for your agents
with aI and CloudWave
Schedule a consultation and discover how secure, intelligent contact centres can transform your business.
Tech Stack: Built for Smart, Scalable, and Secure Support
Integrating AI, Automation, and Cloud Platforms to Drive Revenue-Focused CX
Hear it from our customers
Discover how we've helped global clients change the way they do business.
Build or Buy?
We Help You Decide.
Whether you want to build a fully custom contact centre experience or adopt an off-the-shelf solution with rapid deployment, CloudWave brings you clarity.
FAQ's
How can AI improve first-contact resolution in customer service?
AI-driven tools like real-time agent assist, sentiment analysis, and intelligent routing help agents solve customer issues faster by surfacing the right information and next-best actions exactly when needed.
Can CloudWave integrate with our existing helpdesk or service platforms?
Yes. CloudWave works with platforms like Salesforce Service Cloud, Zendesk, ServiceNow, and custom-built systems to deliver integrated AI-powered service solutions across channels.
What types of service interactions can be automated with CloudWave solutions?
Routine tasks such as password resets, order tracking, appointment management, and FAQs can be fully automated using virtual agents, reducing pressure on human teams while improving speed and availability.